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Remy Rossi
Remy Rossi
Participating Frequently
August 2, 2017
Answered

Troubleshoot at Senior Level

  • August 2, 2017
  • 1 reply
  • 1284 views

Dear community,

I'm wondering if any of you have encountered some serious troubles installing Adobe CC on Windows 10, or is it me who's that unlucky?

I've been told by Adobe that my case has been escalated to Senior Level. Although I like the phrasing, I confess, I rather have the Apps working by now.

I'm unable to install any single App. I've spent hours with Adobe's Chat and they've tried absolutely everything. No result. A team of expert is supposed to mail me; and I'm waiting for now 2 days.

I resume. I bought a brand new PC: Windows 10 Pro 64 bit, I7 - 7700 @ 4.20Ghz, 32GB Ram, GTX 1050Ti 4GB, Motherboard Asus Strix, SSD, etc., so it's supposed to be a good machine. Right? It sure is the most powerful machine I ever owned (by twice), it's also a fresh install with all updates made; finally, I have the license for all hardware/software and registered it all. Yet, no Adobe CC for me.

This is a bit beyond logic, or even science as I know it. I mean: you buy a brand new powerful machine, the official license for every single software you used, you spend hours with Adobe to install it all, it should work. Isn't it?

Please help. Anything. For sanity sake.

Best regards and many thanks,

Remy

    This topic has been closed for replies.
    Correct answer Jeffrey_A_Wright

    Hi Jeff,

    Thanks to join in.

    0189160680

    I've spent few hours with Sunanda. We had remote access session, so forth.

    0189163707

    I met Rishabh, who told me "sorry, everything on the troubleshoot's list had already been tried, please wait..."

    I'd like to say: I'm an Adobe fan; beside the fact it still doesn't work for me now, the Adobe's chat has been very nice and tried as hard as they could. (So it seemed to me.) Even though it doesn't work yet, I know it will (right?).

    Tonight is the third night I'm spending in the front of this Photoshopless computer; but the night is young, Windows 10 is finishing its last update and there come you guys, so I keep hope.

    Cheers.


    Remy I am showing that case 0189160680 has been escalated and you will be contacted with an updated solution.

    While you wait I would recommend reviewing your network to verify it is allowing access to the necessary services, and ports, required to download and install Creative Cloud applications.  Details on the required settings can be found at https://helpx.adobe.com/content/dam/help/attachments/Creative_Cloud_for_enterprise_Service_Endpoints.pdf​.

    Please update this discussion if you have still not been contacted within the next two business days Remy.

    1 reply

    Ned Murphy
    Ned Murphy
    Legend
    August 2, 2017

    Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

    Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

    Creative Cloud support (all Creative Cloud customer service issues)

    https://helpx.adobe.com/contact.html?step=CCSN_membership-account-payment_change-or-upgrade-your-membership

      Remy Rossi
      Remy RossiAuthor
      Participating Frequently
      August 2, 2017

      Many thanks for the reply, Ned.

      I did spent three hours or so with someone on this very chat you sent me. That was two days ago. No Adobe CC for me.

      I gave it a try yesterday, again, and I've been told: "my case has been escalated to Senior Level, please wait, someone will contact you by mail. The best I can do now is placing you in top list." I don't remember the exact phrasing for the end, but you get the point.

      Top List? Two days and no mail? Is it that so many people with problems?

      Adobe has a huge success, so why not? I know I'm a huge Adobe fan. I just think it's weird to have such good setup for the Apps and not been able to have a single App working. I can't even install Acrobat Reader. Seriously.

      But thanks, Ned. I appreciate your gesture.

      This situation is so unreal any help is welcome. Maybe there's something so simple that everyone so far missed it. I don't know.

      What I know: it's simply ridiculous to have this set-up and nothing working. It's like a bad joke.

      Cheers

      Remy Rossi
      Remy RossiAuthor
      Participating Frequently
      August 3, 2017

      Remy this is great news!

      Remy I reviewed case 0189160680 again but I do not see the specific error you were facing documented within the case notes.  If you have the opportunity can you please update this discussion with the most recent error within the install log file?  Details on how to locate the install log can be found at Creative Cloud download and install errors​.

      The install log is appended too each time an installation is attempted so the most recent error will be listed at the bottom of the file.

      Remy I would recommend updating your open case with the URL for this discussion.  You can access the case from any previous e-mail updates or through Account Management at http://www.adobe.com.  This will ensure that the case will continue to be opened and assigned follow up.

      Regardless I am very happy to hear that you were able to install the Adobe CC applications on your new Windows 10 computer Remy.  Feel free to bookmark this discussion for response when you have the opportunity.


      Yes, Jeff. Indeed!

      About the Log file... Well, I have computer-overdose, big time. So I take a break, look for it and forward it to you guys. However, I'm worry the problem comes from elsewhere. This is very specific. I resume you the story.

      I live in Laos; you can't buy Adobe CC in Laos. When I went online to buy it I had this error message: "Sorry, this Apps is not available for purchase in your region (Laos)." So I've contacted the chat and the reply was: "I am very sorry Remy, you can't buy Adobe CC in Laos."

      Seriously?

      We found the way by me re-creating a mail address as a French guy in France, (I'm French) and then use my French Bank, etc. That done, I've updated my contact to Lao... Just that was a big headache but fine. And then comes the process of downloading and installing the Apps and this endless loading bar, etc.

      When you said network, Jeff, I switched my Lao internet by a Thai internet (I live near the Mekong; we're neighbours) and now it's working. For many obvious reasons, I'd like to use my Lao internet, then I'm worry to get stuck again with the Apps.

      I sure bookmarked this page.

      A thousand thanks to all of you!!!

      Remy

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