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Adobe Creative Cloud stopped working during installation at 57.5%

Community Beginner ,
Oct 27, 2020 Oct 27, 2020

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Hello,

 

First, sorry for the crosspost, I posted this message in the main community page topic at first by mistake, and couldn't figure out how to move it here nor how to delete it.


I have a student CC licence, and I installed CC, photoshop, indesign and illustator a few weeks ago. Every thing was working fine. However, creative cloud stopped working a few days ago. I tried unistalling it with all the apps using CCleaner, the CC uninstall file and even the Adobe Creative Cloud Cleaner Tool. It says "uninstallation  complete with errors".

Then when I try to install CC again, i have a message "Creative Cloud stopped working" when reaching 57.5% of the installation process. 
So, I cannot install any of the apps on my computer...

 

Here is the error log :

 

Signature du problème :

  Nom d’événement de problème:      APPCRASH

  Nom de l’application:                        Creative_Cloud_Set-Up.exe

  Version de l’application:                    5.3.0.48

  Horodatage de l’application:            5f8413e2

  Nom du module par défaut:             AppsPanelBL.dll

  Version du module par défaut:         5.2.0.436

  Horodateur du module par défaut:  5eee1316

  Code de l’exception:                          c0000005

  Décalage de l’exception:                   001b1013

  Version du système:                           6.1.7601.2.1.0.256.1

  Identificateur de paramètres régionaux:        1036

  Information supplémentaire n° 1:    0a9e

  Information supplémentaire n° 2:    0a9e372d3b4ad19135b953a78882e789

  Information supplémentaire n° 3:    0a9e

  Information supplémentaire n° 4:                   0a9e372d3b4ad19135b953a78882e789

 

Would really appreciate any help,

 

Thanks and regards,

 

Nicolas

 

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correct answers 1 Correct answer

Community Beginner , Oct 27, 2020 Oct 27, 2020

Hi,

As I said in another comment above, I tried these solutions already and the only thing that worked for me was a full installation of windows. 

Thanks again for youe time and I hope this issue doesn't happen to anyone else !

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Community Expert ,
Oct 27, 2020 Oct 27, 2020

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are any adobe apps installed on your computer?

 

if yes, use the windows control panel to uninstall them, or if no, then execute the following in the order indicated:


clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
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 ,
Oct 27, 2020 Oct 27, 2020

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Hi,

As I said in another comment above, I tried these solutions already and the only thing that worked for me was a full installation of windows. 

Thanks again for youe time and I hope this issue doesn't happen to anyone else !

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Community Beginner ,
Oct 27, 2020 Oct 27, 2020

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Hello,


I have a student CC licence, and I installed CC, photoshop, indesign and illustator a few weeks ago. Every thing was working fine. However, creative cloud stopped working a few days ago. I tried unistalling it with all the apps using CCleaner, the CC uninstall file and even the Adobe Creative Cloud Cleaner Tool. It says "uninstallation  complete with errors".

Then when I try to install CC again, i have a message "Creative Cloud stopped working" when reaching 57.5% of the installation process. 
So, I cannot install any of the apps on my computer...

 

Here is the error log :

 

Signature du problème :

  Nom d’événement de problème:      APPCRASH

  Nom de l’application:                        Creative_Cloud_Set-Up.exe

  Version de l’application:                    5.3.0.48

  Horodatage de l’application:            5f8413e2

  Nom du module par défaut:             AppsPanelBL.dll

  Version du module par défaut:         5.2.0.436

  Horodateur du module par défaut:  5eee1316

  Code de l’exception:                          c0000005

  Décalage de l’exception:                   001b1013

  Version du système:                           6.1.7601.2.1.0.256.1

  Identificateur de paramètres régionaux:        1036

  Information supplémentaire n° 1:    0a9e

  Information supplémentaire n° 2:    0a9e372d3b4ad19135b953a78882e789

  Information supplémentaire n° 3:    0a9e

  Information supplémentaire n° 4:                   0a9e372d3b4ad19135b953a78882e789

 

Would really appreciate any help,

 

Thanks and regards,

 

Nicolas

 

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Community Expert ,
Oct 27, 2020 Oct 27, 2020

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Is Windows up to date?

 

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Community Beginner ,
Oct 27, 2020 Oct 27, 2020

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Hello Peru,
I still have windows 7. Might it be the problem ? It worked before thought.

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Community Expert ,
Oct 27, 2020 Oct 27, 2020

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I've moved this from the Using the Community forum (which is the forum for issues using the forums) to the Download and Install forum.

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Adobe Employee ,
Oct 27, 2020 Oct 27, 2020

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Nicolas, please see https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html for steps you can take to resolve the crashing behavior.  If the app continues to crash, then please implement the solutions listed in https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html.

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Community Beginner ,
Oct 27, 2020 Oct 27, 2020

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Hi,

Thanks for your answer. However I already tried all the solutions you mentionned and it didn't work.

In the end I had to do a full window uninstallation/installation for it to fknally work.

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