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Community Expert
Ben MCommunity Expert
Community Expert
September 14, 2020
Question

Installer Stuck

  • September 14, 2020
  • 3 replies
  • 382 views

Hi All - I don't use Windows often, but I'm hoping someone has come across this before and may have a solution.  I have a Win 10 computer that the CC App crashed and wouldn't update anything anymore. So I tried to uninstall and it failed.  So I used the cleaner tool and proceeded to re-install the Cloud App.  But everytime it gets stuck whether I download the package by instelf or if I try to download an app (ie: Dreamweaver) with the package.

 

Also I did check the log file at C:\Program Files(x86)\Common Files\Adobe\Installers and the log doesn't have an error as is like it was frozen too.

 

Any thoughts about what could be done to help get the installer moving again?

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    3 replies

    B
    Community Expert
    Ben MCommunity ExpertAuthor
    Community Expert
    September 19, 2020

    So I was able to finally get this working again after a few frustrating days.  Basically what I ended up doing was going into the common files and deleting anything related to the creative cloud desktop.  I'm not sure exactly what caused this issue, but I do recall our IT team updated security policies, however, I was always an admin with raised privileges due to needing things like local servers and other software installed.  The feeling I was getting is that something in my previous install wasn't removed properly after my issues started, but by manually deleting the related files, it allowed the installer to write where it needed to.

    B i r n o u
    B i r n o u
    Legend
    September 19, 2020

    which version of Creative Cloud Desktop do you have, do you run an update for it ?

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    September 14, 2020

    First, ensure your computer exceeds the minimum system requirements.  I think you need Win10 (1803 or higher) and a user profile with administrative level permissions.
    https://helpx.adobe.com/creative-cloud/system-requirements.html

     

    Second, downloading & installing is a 3 step process. If it stalls, something is getting in the way.  The log files will tell you exactly where things are breaking down.

    https://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html

     

    Use the special CC desktop App uninstaller.

    https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

     

    Nancy O'Shea— Product User & Community Expert
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