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rlkerr
rlkerr
Participant
February 1, 2018
Answered

Can't install apps or update CC

  • February 1, 2018
  • 1 reply
  • 915 views

I am a new user on a Creative Cloud for teams license. I successfully installed the Adobe CC app on my PC (running Windows 10), but nothing happens when I click the "Install Adobe Apps" button. The assets tab tells me there is an update available (even though I only just downloaded CC), but when I allow the update I'm stuck on "Updating Creative Cloud, Please wait...".

I've uninstalled and reinstalled the app, restarted my PC multiple times, and restarted the app plenty of times. The DLM log looks like this every time I initiate an update:

02/01/18 10:44:14:777 | [ERROR] |  |  |  |  |  |  | 840 | The windows error code is - 12180

02/01/18 10:44:14:787 | [ERROR] |  |  |  |  |  |  | 840 | Failed to get the user proxy settings. Error is 12180. Ignoring the proxy setting in this case.

02/01/18 10:44:14:787 | [ERROR] |  |  |  |  |  |  | 840 | failed to resolve the proxy setting on the machine

02/01/18 10:44:14:787 | [INFO] |  |  |  |  |  |  | 840 | The file to be downloaded is https://prod-rel-ffc-ccm.oobesaas.adobe.com/adobe-ffc-external/core/v2/features?appVersion=4.3.0.256&osVersion=10.0.0&platform=win32

02/01/18 10:44:14:787 | [INFO] |  |  |  |  |  |  | 840 | Going to download the file at C:\temp\/{A87F9F74-4764-4F2E-A502-6BAAF0015A1C}

02/01/18 10:44:14:787 | [INFO] |  |  |  |  |  |  | 840 | Preference: Preference is set for adding compression header

02/01/18 10:44:14:787 | [INFO] |  |  |  |  |  |  | 840 | Preference: Client has set the preference for single stream download

02/01/18 10:44:14:799 | [INFO] |  |  |  |  |  |  | 6792 | thread count is 0 and active thread count is 1

02/01/18 10:44:15:516 | [ERROR] |  |  |  |  |  |  | 5780 | The windows error code is - 12150

02/01/18 10:44:15:705 | [INFO] |  |  |  |  |  |  | 6792 | gzip encoding received in respose header. Going to unzip...

02/01/18 10:44:15:706 | [INFO] |  |  |  |  |  |  | 6792 | successfully unzipped the gzip response

02/01/18 10:44:15:721 | [INFO] |  |  |  |  |  |  | 6792 | File download complete: https://prod-rel-ffc-ccm.oobesaas.adobe.com/adobe-ffc-external/core/v2/features?appVersion=4.3.0.256&osVersion=10.0.0&platform=win32 size: 2473 Bytes, Time Taken:934.000000 milliseconds

Are there any further steps I can take?

This topic has been closed for replies.
Correct answer rlkerr

Hi Jeff,

Thanks for your response. Ultimately, this doesn't seem to have been the issue. The same problem occurred when attempting to install CC apps on an administrative account. I deleted potentially conflicting apps on my machine (Adobe Reader & Adobe Livecycle), then ran the CC Cleaner Tool again. This solved the problem.

1 reply

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
February 1, 2018

Moving this discussion to the Enterprise Deployment for Creative Cloud for Team, Enterprise, & CS forum.

Rlkerr, it is likely the current computer does not have the necessary access to download and install the software included with the Creative Cloud for Team membership.  For information on how you can deploy the Adobe CC applications to this computer see https://helpx.adobe.com/content/dam/help/attachments/cct_onboarding_guide.pdf .

rlkerr
rlkerrAuthorCorrect answer
Participant
February 9, 2018

Hi Jeff,

Thanks for your response. Ultimately, this doesn't seem to have been the issue. The same problem occurred when attempting to install CC apps on an administrative account. I deleted potentially conflicting apps on my machine (Adobe Reader & Adobe Livecycle), then ran the CC Cleaner Tool again. This solved the problem.

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
February 9, 2018

Excellent, thanks for the update Rlkerr!

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