CC Desktop App Hanging at 20.5% - Lost ALL my CC Apps now

[Brian Curtis Art]

Hi,

(I posted this elsewhere but as a reply to someone elses thread so think I posted in wrong place, apologies 🙂 Wanted to begin new thread..)

Have there been any further developments with CC Desktop hanging on installation?

I am on a Mac Mid 2010 - OS High Sierra 10.13.6 and I noticed the other day that my Libraries were not syncing correctly after downloading Photoshop 2020 and illustrator 2020. (BTW, I know I have an older machine, but until now ALL my CC Apps were working just fine and updating fine and have been for years 😞 )

I decided (after searching/reading for hours and hours) to uninstall CC Desktop and ALL Apps. I am now seriously regretting this BIGTIME and I am very worried . . .

I just can't d-load the CC Desktop App at all. First it froze at 12.5%, then I tried again after removing everything - but even by using Adobe's cleaner utility it said there were issues, so I did it all manually by uninstalling EVERY App one by one. I then emptied the Adobe folder in Applications.

So in theory, I should have NO CC products on the Mac now. I tried again (fourth time) to install from CC Installer and it opens a browser page, makes sure I am logged-in and then continues . . all seemd fine but for the last hour it has been stuck at 20.5% and says in grey beneath the 'Installing (20.5%)' 8-10 mins left?? Originally for the first few tries, this estimated time for download said 80-84 mins??

I even tried booting my Mac in 'Safe Mode' (as suggest in forums) but couldn't install CC Desktop from there either as there seemed to be no internet connection (even though it said in System Preferences that I was connected via Wi-Fi to my normal connection?) I couldnt even get a connection in a browser window, just 'No internet'. So I had to then resort to a 'CMD-Opt-P-R' restart.

After this, I opened Acitivy Monitor and killed 2 instances of CC shown in there (one was marked in RED and said 'Not Responding'). 

I then went into my System Preferences and turned off the Proxy settings (as instructed here in forums) and un-checked 'Use Passive FTP Mode (PASV)'. After this, I ran the CC Desktop installer again. It all looked good at first because instead of est. time of 80+mins it started ripping along and said est time 8-10mins - Great (I thought) . . . 

That was an hour ago - I am still staring at the CC Install window telling me 25% with 8-10mins left 😕

I cannot tell you how depressing this is... I now have NO CC Apps At All!! And I have SO much work to do today - No Photoshop, No illustrator . . no CC Desktop - Nothing... and I feel after almost 48 hrs of trying I have attempted everything after reading thru forums over and over and over...

PLEASE Can someone help me??

PS: I d-loaded the CC Desktop App from my logged-in account in the Adobe browser window under 'Apps'. And finally, I just wanted to add this: I d-loaded the CC Uninstallation app and ran it after removing things manually. It says this: 'Uninstallation of Creative Cloud desktop completed with errors' - just incase that bit of info is important?

[Quick Update] This was 2 hrs ago. I killed the CC Desktop App d-load in Activity Monitor, re-booted the Mac and went to my Adobe account in a browser window. I thought that maybe this time I would go directly for the 'Photoshop' App d-load and by-pass CC Desktop . . it just hangs at 0.6%?? 😞

I am considering opening Time Machine at this point and rolling the iMac back a few days but I have never done this before and am a little concerned. And to be honest, I simply cannot understand why I cannot install a new version of CC Desktop?

ANY help/assistance would be very much appreciated as I am going a bit crazy at this end now!!

Thanks . . 

Sincerely,

Beej

[Abambo]

As long as your system meets the minimal requirements, there is no reason that CC can't be installed. 

You could try to uninstall Adobe Apps and running the CC Cleaner (https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html) to remove any leftovers. 

That normally helps to if upgrades fail.

[Brian Curtis Art]

Hi Abambo,

Thanks for your reply. My System must meet the requirements because before I changed anything, all was working fine? Like I said, now I have NO Apps whatsoever 😞

In my post I did mention that I ran the Adobe CC Cleaner, but got this message: 'Uninstallation of Creative Cloud desktop completed with errors'.

While I respect and appreciate your feedback, I cannot understand why the CC Desktop App - nor the Photoshop App which I have tried too - will download?

Thanks

Beej

[Brian Curtis Art]

Well, it's been a Gruelling few days fixing this Creative Cloud not downloading error, especially after I deleted ALL my Apps AND CC Desktop so had nothing to work with 😮 . I have managed to fix it and just incase someone happens upon this post, I thought I would explain what I did to finally sort the incredibly frustrating (putting it mildly 😉 ) issue:

I decided to run the Adobe Adobe Creative Cloud Cleaner Tool one more time to make sure all CC assets/files etc were gone. But instead of deleting files I chose the right-hand option in the pop-up window to 'REPAIR' CC instead.

I was just staggered . . because after two full days of trying to install CC Desktop back to my Mac with no joy, this sorted the issue, very quickly. I then clicked on Applications directory in my Dock and there now was a shortcut to CC App. 😮 I fired this up and like some sort of witchcraft magic, up came the CC Desktop App.

I also need to add here that I went out and bought an Ethernet cable and hard-wired my iMac to the modem!

After finally getting my CC Files Folder back in it's correct location (I selected the option for CC to d-load the folder/files from cloud back-up) all files were back and synced. It took some time, but I thought I would do this first before I tried to install Photoshop, illustrator or anything else.

Once files were all synced fine. I closed the CC Desktop App, re-booted the Mac and tried to download Photoshop from within the CC Desktop App. And it hung at 10%   Arghh!! But wait . .  now I had a hard-wired internet connection. So this is what happened next and I couldn't believe it!

Booted Mac in Safe Mode (hold shift key on re-start)

Launched CC Desktop in Safe Mode

Clicked to Download Photoshop and it simply ripped thru, downloading in minutes! 😮

Then followed for other Applications.

Re-booted back in normal mode and hey presto! All working fine. At LAST!

I gotta be honest tho . . . my first copy of Adobe software was illustrator '88 and I have been using Adobe products ever since. Never have I had such a problem getting their software on my machine, Mac nor PC. And with no mallice intended, I felt that the support here was a little thin on the ground, especially with a full CC sub. for yrs.

I hope this helps someone as it was driving me crazy!! I can get on with some work now. . . 

🙂 Beej

[Brian Curtis Art]

Well, seems I spoke too soon . . . .  😕

Booted Mac up this morning

Fired-up illustrator to continue working on project.. worked on it for 20mins had to go out..

Came back and noticed CC icon in top Mac bar was GREY

Clicked on it and it said it 'Needed Creative Cloud Desktop to continue'  😮

Clicked "REPAIR"

Now it is attempoting to d-load CC Desktop again and its taking forever . . .

Why? Why am I having these problems?? I was 100% positive I had fixed the issue only to be back at square 1 and now, I do not even know (until this d-load has finished) if I am synced to my files, libraries anymore or even if I have access to the Apps - Again!

My client is SCREAMING for the arwork and designs I am working on and I guarnateed them last night I had fixed the issue. If anyone at Adobe knows how to fix this could they please tell me how? I don't want to be faced with no CC Desktop every time I start the Mac..

I'm a pretty calm sort of chap, but I am losing my patience now . . 

Beej

[Abambo]

My System must meet the requirements because before I changed anything, all was working fine?

Not sure about that, it could well be that you ran a prior version that did not get updated any more. I'm not saying that this was the case...

BTW: You did not mention CC Cleaner by name, just mentione a "CC Uninstallation app", which is what it is, but not specifically the CC Cleaner... BTW I would never dare to delete programs manually, as this leaves even more scrap on the system. 

I can't be of more help, however as I'm not a MacOS guy.

[Brian Curtis Art]

Hi there,

Thanks for your reply, appreciated 🙂

I did mention the CC Cleaner, I even put the link to it in the post.

When I deleted the Apps, I used Adobe's Uninstallers for every instance of every App, I didn't just move them to Trash.

Like I said a couple of times since this, the only way I got it to work was booting in Safe Mode and fixing from there. I was able to run the 'Repair' and then download CC Desktop, then I was able to d-load all Apps I needed.

Beej

[ProDesignTools · Accepted solution]

Normally Customer Support recommends this sequence:

1. Uninstall all Adobe apps using standard OS procedures.

2. Download & run the CC Cleaner Tool, remove all apps.

3. Reboot your computer (don't skip this step).

4. Start again from the top by reinstalling the Creative Cloud and your tools.

If that doesn't work for you, then another option would be to request/use the new 2020 direct download links instead, which don't use the Creative Cloud Desktop app at all. With those, you can download standalone installers which are industry-standard .exe/.dmg files.

In fact, the CC Desktop app itself is even available as an offline installer too, if that helps.

[Brian Curtis Art]

Very much appreciate your input 🙂

Seems feedback is pretty sparce here . . .  I do not know why? 😕

I posted elsehwere 7th Feb and have had no response from anyone at Adobe re the new update for CC Desktop App that popped up in my iMac tray?

Just cannot take the time to 'risk' downloading it now I have my Apps back up and running.

Surely tho. .  tis a simple question to ask for info on an 'update' that doesn't seem to be listed on Adobe update pages?

Anyways . .  it seems LOTS of folks are having issues, it's a real shame in the beginnings of 2020 to have something seemingly so broken when there are So many of us relying on Adobe products for our every day work and income?

Anyways, lets hope it's all fixed soon? 🙂

Beej

[Abambo]

I posted elsehwere 7th Feb and have had no response from anyone at Adobe

It may not have been the correct forum. This is, as you noticed, but may be not realized not the Adobe support, but a user to user forum made available by Adobe to the users. Some Adobe people do participate here, but even then it is not the official support. And my experience is that real users are quite good at solving real problems on real computers. 

If you see a lot of problems like you's here on the fora, that does not mean that a lot of people have that problem. Adobe products are running on thousands of computers without a problem. I once had a similar problem than you and uninstall, CC Cleaner and reinstall solved it. 

The big problem that companies like Adobe face with problems like this is: The products run fine on 99.99% of the computers. You really need to spot the very difference in configuration for the user where the products do not run. 

A big problem, however is the lack of direct links to the install files. That could also help a huge number of users with install problems.

[Brian Curtis Art]

Hi Abambo,

Sorry for late reply, been very busy. 🙂

Thanks for your imput. Re the 7th Feb post; was posted in 'Get Started' like others, as seems to be no Forum Section 'just' for Creative Cloud Desktop? I posted because I saw a message pop-up inside CC Desktop App saying there was an 'update' available on 7th Feb. I was just wondering if this update helped with any of the reported issues?

But anyways, I agree 100% with what you are saying. It is obvious that many, many people have no issues, I get that, but what I did not know was that this was not really 'Adobe Support' forum? But again, I agree with you 100% - experience end-users have experienced answers! In fact, I have gleaned enough from within these forum pages now to know a couple of fixes for CC Desktop and just want to share one here:

Libraries were not syncing? In Photoshop nor illustrator, just the cannot connect to server issue.

Then I remembered I had tunred my wi-fi off. So when I have turned it back on, in the Proxies menu, it defaults to the checked box under Advanced>Proxies (in the left-hand side pane) and self-ticks 'SOCKS Proxy'. I unchecked this with CC Desktop open in bground and immediately, it started syncing my Library files again and all was good back in PS and Ai 🙂

I absolutely LOVE Adobe products! I have been working with them for yrs, I know we can get 'stressed-out' when all seems to go wrong and we can't find a fix (not understand why it's happeneing?) but of course, Adobe (I guess) do not release products that don't really function. And of course, the odd new OX release may cause the odd bug etc . . Older machines . . . I guess the list can go on 🙂

Anyways, appreciate your feedback. At least I am back up and working again - which at the end of the day, is the most important thing!

Sincerely,

Beej

[EDIT]

I just wanted to add something that I left out re Libraries not syncing:

When you open your Network Settings>Advanced>Proxies (on Mac in System Prefs) also make sure that you select the check box for 'Exclude Simple Host Names' and UNCHECK the box for 'Use Passive FTP Mode (PASV) as well as what I menrioned above - which was to make sure 'SOCKS Proxy' checkbox is unchecked. 🙂

Im no Network specialist, but it seems to me that every time you boot the machine or turn wi-fi connection off then back on again, this 'SOCKS Proxy' tick-box is checked by default. I have no idea why.

Have enough issues trying to check for me own socks in a moring - now I have to remember this too! 😉

Do hope it helps someone?

Cheers..

Beej

[Abambo]

Thanks for your update and the really nice answer. 

At least I am back up and working again - which at the end of the day, is the most important thing!

Correct.

Just to say: The transition of the old fora to these ones was quite a big mess. It look like the switch has been made before the software was up and running correctly. Even now there is still a lot to do. But we see progress...

So it may well be and have been that posts did pass by without a qualified answer, at the beginning sorting and filtering posts was one of the big problems. 

Just to be complete, the official Adobe support channel is this one: https://helpx.adobe.com/contact.html.

It is mandatory to use it for account, payement and similar problems. 

As for your network problem: May be you could ask that question in a MacOS forum. 

🙂 I wish a happy day...