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Lovell322964305k4f
Participant
September 14, 2023
Answered

Creative Cloud - Updating 0%

  • September 14, 2023
  • 2 replies
  • 1543 views

Hi there,

 

Having an issue with one of our machines, Creative Cloud is just perpetually stuck on updating at 0%. Can't install any software, can't sign out, can't do much of anything at all.

 

I've followed every guide, used the Adobe Cleaner tool, removed everything Adobe from everywhere on the computer and done multiple fresh reinstalls to no avail. I'm not even sure what caused the issue. The libraries pane just says "oops not available", the libraries installer just fails with an "unknown error", Your Files just says "installing".

 

I have verified there is no issue with connectivity, the account is working fine, there is nothing preventing CC from operating normally.

 

I am looking to just re-install Windows completely as I'm sort of out of options unless anyone has experienced this before!

Correct answer Lovell322964305k4f

For anyone that comes across this, I managed to resolve the issue by completely removing all traces of Adobe from the machine. Obviously the best way to fix the issue is not to use Adobe but that isn't always an option. Steps to resolve:

 

  1. Use the Adobe Creative Cloud Cleaner Tool and select "All" when prompted, follow the steps. Note this app does not actually clean Adobe from the machine at all, but it's a good start.
  2. Delete the following directories
    • C:\Program Files\Adobe
    • C:\Program Files\Common Files\Adobe
    • C:\Program Files (x86)\Adobe
    • C:\Program Files (x86)\Common Files\Adobe
  3. Delete any and all startup items in Task Manager - use sysinternals "Autoruns" if you need to
  4. Set the registry key under Computer\HKEY_CURRENT_USER\Software\Classes\CLSID, search for "System.IsPinnedTo" and set the key to "0" for Adobe Creative Cloud to remove it from Explorer
  5. Remove any Adobe folders from Appdata both Roaming and Local
  6. Remove any associated Adobe credentials under both Web Credentials and Windows Credentials from Credential Manager
  7. Keep digging for any more remnants of Adobe on the file system, particularly you want to make sure "CoreSync" is gone - this may get locked and might be hard to delete, but persevere
  8. Reboot the machine
  9. Reinstall Adobe CC and hope for the best

 

Good luck!

2 replies

L
Lovell322964305k4fAuthorCorrect answer
Participant
September 17, 2023

For anyone that comes across this, I managed to resolve the issue by completely removing all traces of Adobe from the machine. Obviously the best way to fix the issue is not to use Adobe but that isn't always an option. Steps to resolve:

 

  1. Use the Adobe Creative Cloud Cleaner Tool and select "All" when prompted, follow the steps. Note this app does not actually clean Adobe from the machine at all, but it's a good start.
  2. Delete the following directories
    • C:\Program Files\Adobe
    • C:\Program Files\Common Files\Adobe
    • C:\Program Files (x86)\Adobe
    • C:\Program Files (x86)\Common Files\Adobe
  3. Delete any and all startup items in Task Manager - use sysinternals "Autoruns" if you need to
  4. Set the registry key under Computer\HKEY_CURRENT_USER\Software\Classes\CLSID, search for "System.IsPinnedTo" and set the key to "0" for Adobe Creative Cloud to remove it from Explorer
  5. Remove any Adobe folders from Appdata both Roaming and Local
  6. Remove any associated Adobe credentials under both Web Credentials and Windows Credentials from Credential Manager
  7. Keep digging for any more remnants of Adobe on the file system, particularly you want to make sure "CoreSync" is gone - this may get locked and might be hard to delete, but persevere
  8. Reboot the machine
  9. Reinstall Adobe CC and hope for the best

 

Good luck!

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    September 17, 2023

    thanks for the update

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    September 14, 2023

    check the hosts file for adobe entries.

    L
    Lovell322964305k4fAuthor
    Participant
    September 17, 2023

    Hosts file is normal, network is working fine.

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