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App Installation Error with Creative Cloud App

Community Beginner ,
Aug 29, 2022 Aug 29, 2022

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Hello,

 

I recently got a Macbook Pro 64gb with the M1 Max chip specifically for video and image editing. I transferred the data from my old mac to the new one using Migration Asssitant. I attempted to install my Adobe apps through the creative cloud app and only a handfull of apps are available to download when I have access to the entire suite through my student enterprise account. When I attempt to download the apps through the web link, it brings up the CC app but doesn't install the app at all. I can't contact Adobe support directly because it's an enterprise account and my school administrator doesn't know what's wrong. I uninstalled and reinstalled using the CC uninstaller and the Cloud Cleaner multiple times along with restarting my system.

The only amount of progress that I've made is creating a seperate admin account and downloading the photoshop app through there, which in turn downloaded the cloud app. This did download photoshop and also gave me access to al my other apps. I switched users to check my primary account and photoshop was installed on the primary one as well. I switched back to the secondary hoping to install all the apps on the secondary account, but when logged in again photoshop stayed installed but I had no access to any other apps. I tried the same process of the web to no avil and created a third admin account, but the same issue as the primary happened. I deleted both secondary accounts and restarted the computer. I then created a third and have the same issue.

I've spent hours troubleshooting and require Adobe for work so I would appreciate a fix. 

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correct answers 1 Correct answer

Community Expert , Aug 30, 2022 Aug 30, 2022

migrating adobe products is problematic.  to repair, the best solution is to:

 

1. restore your new computer to pre-migration

2. with your old computer:

a. uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

 

b. then uninstall the cc desktop app, again using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging


c. clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

...

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Community Expert ,
Aug 30, 2022 Aug 30, 2022

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If your user account is having issues, then I would suspect that something got corrupted during the migration.  What I would consider doing is migrating your documents to the new user account and use that moving forward.  Having been through many Mac transitions in the past, it's hard to determine exactly where the corruption is so if the new account is not having the issues, moving to that will always be the best option.

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Community Expert ,
Aug 30, 2022 Aug 30, 2022

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migrating adobe products is problematic.  to repair, the best solution is to:

 

1. restore your new computer to pre-migration

2. with your old computer:

a. uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

 

b. then uninstall the cc desktop app, again using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...


c. clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

3. migrate your adobe-cleaned old computer to your new computer

 

4. install the cc desktop app from here https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud onto your new computer and use it to install your adobe subscription and trial programs.

 

if you have trouble downloading, use the alternative download site at page bottom here, https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

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Community Beginner ,
Aug 31, 2022 Aug 31, 2022

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This worked! A very frustrating issue that Adobe should attempt to resolve but I got all the programs working now! Thank you so much

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Community Expert ,
Aug 31, 2022 Aug 31, 2022

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you're welcome.

 

but it's not an adobe problem.  it's an apple migration problem.

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