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installing adobe CC family.....

New Here ,
Sep 17, 2018

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I am exhausted... been trying to re-install adobe CC for more than 2 days now. Recently the adobe CC has the issue with error message to say some file cannot be started or missing... I can't really remember what was that. And then there is an "upgrade" and I clicked upgrade and that when the issues are getting worse.

I've uninstall all the program, I have use the Cleaner tool, I have turn off the antivirus... and managed to install CC desktop app... BUT... stuck in installing photoshop at 92%....... Not so sure what cause it... and now I try direct installation by downloading it from https://prodesigntools.com/adobe-cc-2018-direct-download-links.html .

While doing this.. I tried to call Adobe support, and they connected me to the Team department because my license is for enterprise one. Waited for almost one hour and no one answered me.... What a good support it is.... oh well... any one can help me please?

Actually, I just do the direct download, and receiving a crash report when trying to open the photoshop. Please help....

Ruoxinw8040134, sorry you continue to face difficulties utilizing your Creative Cloud membership and contacting our support team.  I reviewed your account but did not find any recent support interactions.  I would recommend using the process listed under Get your Team up to speed in Creative Cloud for teams to request direct assistance from Creative Cloud for Team expert.

Please update this discussion if you continue to face difficulties acquiring assistance to utilize your organizations Creative Cloud for Team membership.

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installing adobe CC family.....

New Here ,
Sep 17, 2018

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I am exhausted... been trying to re-install adobe CC for more than 2 days now. Recently the adobe CC has the issue with error message to say some file cannot be started or missing... I can't really remember what was that. And then there is an "upgrade" and I clicked upgrade and that when the issues are getting worse.

I've uninstall all the program, I have use the Cleaner tool, I have turn off the antivirus... and managed to install CC desktop app... BUT... stuck in installing photoshop at 92%....... Not so sure what cause it... and now I try direct installation by downloading it from https://prodesigntools.com/adobe-cc-2018-direct-download-links.html .

While doing this.. I tried to call Adobe support, and they connected me to the Team department because my license is for enterprise one. Waited for almost one hour and no one answered me.... What a good support it is.... oh well... any one can help me please?

Actually, I just do the direct download, and receiving a crash report when trying to open the photoshop. Please help....

Ruoxinw8040134, sorry you continue to face difficulties utilizing your Creative Cloud membership and contacting our support team.  I reviewed your account but did not find any recent support interactions.  I would recommend using the process listed under Get your Team up to speed in Creative Cloud for teams to request direct assistance from Creative Cloud for Team expert.

Please update this discussion if you continue to face difficulties acquiring assistance to utilize your organizations Creative Cloud for Team membership.

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Adobe Community Professional ,
Sep 18, 2018

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Adobe Employee ,
Sep 18, 2018

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Hi,

Things to check...do you meet the system requirements (OS, available HD space etc) for these applications?

Adobe Creative Cloud system requirements

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New Here ,
Sep 18, 2018

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Hi,

Yes I do.

My notebook is:

Windows7 SP1, inter® Core i5-6440HQ CPU @ 2.6oGHz 2.59 GHz

Memory 16GB

System type 64-bit OS

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New Here ,
Sep 18, 2018

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I managed to get my illustrator, indesign and dreamweaver to be installed with error of "AIGPUSniffer Interface Binder has stopped working". However, those 3 apps still working normally. So I will leave as it is since it's working.

But...my photoshop crashed when I tried to open it.

I've sent the crash report to adobe, but haven't heard anything back. It crash on "initializing HTML surface" and I looked at the crash report it said:

<crash exception="EXCEPTION_ACCESS_VIOLATION" instruction="0x000007FEAC146570">

Does it ring any bell to solve my issue please?

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Adobe Employee ,
Sep 19, 2018

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Hi,

Thanks for the additional information. Standard things to check would be that your drivers and OS are up to date. Check for any processes that may be conflicting or blocking your installation such as AppLocker, AV checkers, browser plug-ins such as lavasoft Photoshop crashes with Lavasoft Chrome extension or Bins utility installed

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New Here ,
Sep 19, 2018

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Hi,

According to my local IT guy, AppLocker seems to be related to Windows10 (I am using windows7 SP1), and AV checkers is related to antivirus? So I don’t think I have any of that in my notebook.

Regarding of browser plug-ins in chrome, I don’t see any Web Companion in my program and features.

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Adobe Employee ,
Sep 20, 2018

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I would reach out to our support staff and share the crash logs with them.Contact Customer Care

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New Here ,
Sep 20, 2018

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Hi Alister,

I did. The chat doesn't work here in Australia, so I tried to call. Since my account is the enterprise account, they transferred me to the Team department which never answer the phone. I called them twice and listen to the music almost 1 hour but no want answered the call.

What should I do now?

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Adobe Employee ,
Sep 22, 2018

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Ruoxinw8040134, sorry you continue to face difficulties utilizing your Creative Cloud membership and contacting our support team.  I reviewed your account but did not find any recent support interactions.  I would recommend using the process listed under Get your Team up to speed in Creative Cloud for teams to request direct assistance from Creative Cloud for Team expert.

Please update this discussion if you continue to face difficulties acquiring assistance to utilize your organizations Creative Cloud for Team membership.

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New Here ,
Sep 23, 2018

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Thanks Jeff,

At this moment, I am planning to upgrade my harddrive as my local IT person said there's probably an issue with my harddrive. Once the new harddrive has been installed in my notebook I will give a try to install adobe again. I am really hope the issue is just the hardware.

Will be in touch if this issue is still going on.

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Adobe Employee ,
Sep 24, 2018

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Certainly, please bookmark this discussion, Ruoxinw8040134.  You may also want to offer the URL to your local IT person so they can schedule a session with an expert on your behalf.

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New Here ,
Sep 24, 2018

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We have the same problem, and I have 4 workstation exhibiting the same behavior, cannot sync fonts, locks up during the update, cannot quit the program, I think this smell of a programming error. everything was fine on Friday.

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Adobe Employee ,
Sep 26, 2018

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Brettm79180442, do you also have a Creative Cloud for Team membership?  Or do you have an individual membership that you are using on your personal computer?

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