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Creative Cloud Freezes At 21.5%

New Here ,
Oct 16, 2019 Oct 16, 2019

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Ever since the new Mac OS update I've been having issues with my Adobe Apps. Photoshop refused to open and now when I'm trying to install Creative Cloud in order to manage all my apps, it freezes consistently at 21.5%, I've left it for hours. No internet issues, it's been able to install previously, years ago, and I haven't added any firewalls for it to get stuck on.

 

Screen Shot 2019-10-16 at 5.12.55 PM.png

 

What can I do?

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correct answers 1 Correct answer

New Here , Oct 16, 2019 Oct 16, 2019

After searching the board, I used the tool below. Basically unistall everything, empty trash, hard restart, and then re-launch the installer. Worked for me to get the download to install within 3-5 minutes. Good luck.

Try using this tool

https://helpx.adobe.com/ie/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

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New Here ,
Oct 16, 2019 Oct 16, 2019

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I have same issue. it make me crazy. anyone know the answer???

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New Here ,
Jul 08, 2021 Jul 08, 2021

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If doing a complete unistall doesnt work. Make an administrator account then do a complete uninstal/reinstall. You will most likely have to disable your firewalls. Make sure no adobe program is running. Allow all permissions for every adobe account that attempts to run during install. Making the administrator account on your computer is the key though. 

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New Here ,
Oct 16, 2019 Oct 16, 2019

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having the same issue. Running MacOS 10.15 and the CC installer stops at 21.5%

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New Here ,
Oct 16, 2019 Oct 16, 2019

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After searching the board, I used the tool below. Basically unistall everything, empty trash, hard restart, and then re-launch the installer. Worked for me to get the download to install within 3-5 minutes. Good luck.

Try using this tool

https://helpx.adobe.com/ie/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

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New Here ,
Oct 16, 2019 Oct 16, 2019

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Wow it's really work!!!!!! thx bro!!

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New Here ,
Oct 17, 2019 Oct 17, 2019

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this worked ! thank you so much

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New Here ,
Nov 02, 2019 Nov 02, 2019

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Thank you soooo much! You are genius!!!!

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New Here ,
Nov 28, 2019 Nov 28, 2019

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You're my savior!!! Thank you so much!!

 

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New Here ,
Dec 19, 2019 Dec 19, 2019

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Thank you, thank you so much. it,s really work>>>>>>>>

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New Here ,
Jan 20, 2020 Jan 20, 2020

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its not working for me because everytime i try to uninstall it it says i need to upgrade it...did i miss a step or something??Screen Shot 2020-01-20 at 11.54.59 AM.png

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Community Expert ,
Jan 31, 2020 Jan 31, 2020

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What operating system?

What versions of CC ?

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New Here ,
Feb 02, 2020 Feb 02, 2020

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I have MacOS Catalina 10.15.3

I am trying to get the Photoshop CC latest version as I just paid for it.

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New Here ,
Feb 02, 2020 Feb 02, 2020

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Well! I got it to work! TY! 

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New Here ,
Feb 19, 2020 Feb 19, 2020

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I cannot uninstall either -- I get the same message. 

The developer of this app needs to update it to work with this version of macOS. Contact the developer for more information.

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New Here ,
Aug 18, 2020 Aug 18, 2020

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Did you ever figure this out? I've ran all the diagnostics and cleaning tool, still can't get it going

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New Here ,
Jan 31, 2020 Jan 31, 2020

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Same issue here!

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New Here ,
Feb 05, 2020 Feb 05, 2020

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I stuck on 21 % and then after trying another link on 5 %

CC cleaner tool doesnt work forme because there is only 1 file in adobe creative cloud folder and its pim.db. So if there is no uninstall file what do i do? T_T

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Adobe Employee ,
Feb 19, 2020 Feb 19, 2020

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K8K8K8K8, what happens when you download and run the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html?

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New Here ,
Feb 19, 2020 Feb 19, 2020

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I am unable to uninstall the previous versions of Creative Cloud, Photoshop
or Lightroom, which is what you are supposed to do PRIOR to running the
cleaner tool. Can I run the cleaner tool without uninstalling the old
versions?

--
_____________________
Kim Cartier ~ Portrait Artist
<Removed by Moderator>

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Adobe Employee ,
Feb 19, 2020 Feb 19, 2020

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Yes, Kim, we updated the CC Cleaner Tool, to include the ability to uninstall Adobe applications for macOS.  Please see https://helpx.adobe.com/x-productkb/global/fix-macos-64-bit-compatibility-errors.html for more information.

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New Here ,
Feb 19, 2020 Feb 19, 2020

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Awesome! This worked great. Thanks for helping!

--
_____________________
Kim Cartier ~ Portrait Artist
www.KimCartierPortraits.com

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New Here ,
Feb 21, 2020 Feb 21, 2020

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Yes wow this works MANY MANY THANKS, I just wish I saw your post 12 hrs ago! 

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New Here ,
Apr 26, 2020 Apr 26, 2020

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There is one more Fast solution to this problem in OS, Stop all processings in Adobe  go to System preferences/ Network / Advanced/ Proxies And uncheck the SOCKS Proxy . Restart the system and start instalation again. 

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