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Installer hangs on browser authentication

Community Beginner ,
Sep 14, 2019

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I've tried several apps and the main Creative Cloud installer (I have the all apps plan) and it hangs every time I get to the part requiring browser identification, here:

HELP2.png

I get taken to the browser window (in Chrome, regardless of my default browser settings) and it says:

clipboard_image_1.png

But the installer does not proceed, and I end up here:

HELP3.jpg

If I click on "If your browser is not responding, sign in here" nothing happens. I've uninstalled, tried again, then used the Adobe CC cleaner tool and removed everything, tried again, I've gone into the registry and deleted all Adobe keys, I've run as admin and as not, I've restarted and tried installing in Safe Mode with networking. Same results. I've also tried signing out before being taken to the browser, then signing in, then getting the "You're all set!" screen again. I've tried doing that with a different account. Nothing has worked.

 

Prior to this I had only Photoshop installed, and it worked fine. The issue started when I switched to the 'all apps' plan and tried to install acrobat. The installer hung 1/2 way through the Acrobat install. I quit, tried again, and got the above. Then tried all the steps I mention above. I also tried installing other apps, which is why the screengrab above shows my attempt to install XD.

 

I've explored all the forums and FAQs and tried everything suggested in them.

 

(Posting again because someone marked my previous post as spam.)

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Installer hangs on browser authentication

Community Beginner ,
Sep 14, 2019

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I've tried several apps and the main Creative Cloud installer (I have the all apps plan) and it hangs every time I get to the part requiring browser identification, here:

HELP2.png

I get taken to the browser window (in Chrome, regardless of my default browser settings) and it says:

clipboard_image_1.png

But the installer does not proceed, and I end up here:

HELP3.jpg

If I click on "If your browser is not responding, sign in here" nothing happens. I've uninstalled, tried again, then used the Adobe CC cleaner tool and removed everything, tried again, I've gone into the registry and deleted all Adobe keys, I've run as admin and as not, I've restarted and tried installing in Safe Mode with networking. Same results. I've also tried signing out before being taken to the browser, then signing in, then getting the "You're all set!" screen again. I've tried doing that with a different account. Nothing has worked.

 

Prior to this I had only Photoshop installed, and it worked fine. The issue started when I switched to the 'all apps' plan and tried to install acrobat. The installer hung 1/2 way through the Acrobat install. I quit, tried again, and got the above. Then tried all the steps I mention above. I also tried installing other apps, which is why the screengrab above shows my attempt to install XD.

 

I've explored all the forums and FAQs and tried everything suggested in them.

 

(Posting again because someone marked my previous post as spam.)

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Adobe Community Professional ,
Sep 14, 2019

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first try, resetting the cc app:

To reset the Creative Cloud desktop app, make sure it's in the foreground, then press: Win: Ctrl + Alt + R Mac: Cmd + Opt + R

 

if that fails, retry a clean cc install:clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

 

restart your computer (don't skip this) reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

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Community Beginner ,
Sep 14, 2019

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Thanks- But I can't reset the CC app because it is not installed. The same issue comes up while trying to install the CC app itself, or any of the separate apps. (Which will auto-install the CC app if its not installed anyway.)

 

As mentioned, I've used the cleaner tool already., restarted and tried again already, and tried installing as administrator.

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Adobe Community Professional ,
Sep 15, 2019

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using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

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New Here ,
Nov 23, 2019

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I am having this same issue. Did you ever get a solution?

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Most Valuable Participant ,
Jul 15, 2020

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So to summarize the possible solutions here...

 

First, make sure to enable JavaScript for the installer to continue:

 

https://helpx.adobe.com/x-productkb/multi/enable-javascript.html

 

If that doesn't work, try downloading & installing the Desktop app as a standalone installer (and/or any of the tools via the 2020 direct download links) –  you should be able to successfully install that way, as an alternate route.

 

If still no luck, try resetting (or fully reinstalling) the Desktop app, if it's already installed:

 

https://community.adobe.com/t5/download-install/installer-hangs-on-browser-authentication/m-p/106080...

 

Hope that helps.

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Community Beginner ,
Nov 28, 2019

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I'm also having this problem as well - help would be appreciated as I've tried everything you've tried on four different browsers - am completely stumped as all solutions seem to need you to have already installed CC.

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New Here ,
Nov 28, 2019

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New Here ,
Dec 10, 2019

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I have the same problem, I don't understand why the installer is designed like this causing so much troubles, I miss CD/DVD installer so much.

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Community Beginner ,
Jan 06, 2020

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I actually did come up with a solution that worked for me - I tried adding it before Christmas but for some reason, the post submission screen doesn't like me adding a link to the page with the solution, so I'm going to do that annoying thing where you add spaces that will need to be taken out before you can go to the link.

 

This is the link (copy and paste and remove the spaces): https:// helpx. adobe. com/ download- install/ kb/ creative- cloud- desktop- app- download. html

 

Essentially, on this page, a little way down, there's a title: Problems installing? Try alternative download links

 

And then for me (using Surfacebook, Windows 10) I picked 'Windows Alternative downloads and 'Windows 10 (64-bit)' and that worked for me.

 

Adobe CC install pic.jpg

 

Hope it helps someone!

 

Lisa

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Community Beginner ,
Jan 29, 2020

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Yes! Lisa, you rock. This is the solution. Too bad Adobe couldn't bother to provide easily found instructions to resolve this issue.

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Community Beginner ,
Jan 30, 2020

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Yay! So glad it helped someone - was such a frustrating issue!

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New Here ,
Jan 31, 2020

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I'm getting an error message when I try to install either one saying that "javascript isn't enabled". I tried temporarily disabling my firewall, but nothing seems to be working. Please help!

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New Here ,
Mar 11, 2020

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This absolutely worked! I was trying to install photoshop only. NO LUCK! Ignore all other posts. They're just the same runaround. This link includes actual installation files that actually, factually install! At least for me this worked. And I have some fairly stringent IT constraints on my machine. Thank Lisa, it worked!

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Community Beginner ,
Mar 12, 2020

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Happy to help! 🙂

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New Here ,
Apr 10, 2020

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Yes! This works thank you so much!

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New Here ,
Apr 28, 2020

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This was so helpful, thank you!

 

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New Here ,
Jul 13, 2020

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Lisa, great tip!! - alternative downloads of the CC desktop worked for me so I can close that open IT ticket 🙂 Thanks for posting!

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New Here ,
Aug 05, 2020

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Hi Lisa! You have saved me so much time and prevented me from getting a headache and raging! Lol. I have to install this for a user at work (im in the IT department for a major utilities company in IN) and this guy needed the Creative Cloud for Premier. Im glad i decided to scroll a little bit more and found your comment! Now everything's installed! Thanks a ton!!!

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New Here ,
Aug 05, 2020

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Maybe check and see if Java is up to date and see if that fixes it. 

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