35 Replies Latest reply: Sep 12, 2013 1:24 PM by NightSkyGuy RSS

    "Creative Cloud desktop failed to install"

    kbrownie13

      Hello

       

      I've been a CC subscriber since June of 2012. I was very excited to get the email about the update this morning so I went straight to the download page. However, after getting about halfway through the download and entering my admin password on my computer, I encountered the following error message: "Creative Cloud desktop failed to install"

       

      2.updatecc.jpg

       

      I tried a few more times, all with the same result. So I went directly to the Application Manager, but got the following error message when I tried to open it:

       

      1.updateAAM.jpg

       

      This of course brought me right back to my first issue. I tried updating the AAM to 7.0 via the download page, but I was still getting the same problems. When I tried updating PS and AI via the Help menu in the applications, the AAM informed me that everything was up to date.

       

      3.updateAAM7.0.jpg 4.updateviaapp.jpg

       

      Is this error something wrong on my end? Any help would be much appreciated!

       

      My system information is as follows:

      Mac OS X Moutain Lion

      Version 10.8.4

      Downloading via Chrome

       

      Thank you!

      KB

        • 1. Re: "Creative Cloud desktop failed to install"
          mdh123 Community Member

          Failed for me too on Win 7. I'm starting to get seriously pissed off about all of this.

          • 2. Re: "Creative Cloud desktop failed to install"
            kbrownie13 Community Member

            Any suggestions out there? Trying to update through CC Connection showed the same message that everything is up to date, but the same errors mentioned above keep coming up.

             

            ccc.jpg

             

            EDIT: It's probably also worth mentioning that my CC Connection can't connect to Creative Cloud. I've tried troubleshooting using this help doc, with no luck.

             

            Screen Shot 2013-06-18 at 10.49.26 AM.jpg

            • 3. Re: "Creative Cloud desktop failed to install"
              bhatnaga Adobe Employee

              Hi,

               

              I have sent you a private message. Please check and email me. I'll do my best to help you.

               

              Regards,

              Anirudh

              • 4. Re: "Creative Cloud desktop failed to install"
                kbrownie13 Community Member

                Hi Anirudh,

                 

                Thank you for the reply! However, I believe that I found a solution! After uninstalling Creative Cloud Connection using the CCC Uninstaller, I was able to successfully download the Creative Cloud update from creative.adobe.com

                 

                2.+Uninstall+from+Applications+folder.png

                 

                My apps are now downloading! Hopefully this can help out others who are struggling with this issue

                 

                Screen Shot 2013-06-18 at 11.01.41 AM.jpg

                • 5. Re: "Creative Cloud desktop failed to install"
                  mike_morales Community Member

                  Wow, first I have to license my app EVERY time I launch an app (either get a 'trial version has X amount of days left, please activate...", 'Please license this software..." EVERY time! WTF, now my creative cloud desktop app fails to update. What a JOKE! Get your sh!t together Adobe... seriously..

                  • 6. Re: "Creative Cloud desktop failed to install"
                    bish_o

                    Yep, I had three failures for updating the CC desktop app. Just worked on the fourth attempt. This is so piss weak! The lynchpin of the whole Creative Cloud bandwagon is this gate keeper app. Having it fail and cause problems for users is inexcuseable. For pity's sake Adobe, hire some decent coders will you and test this **** properly before you push it out to us, I don't want to beta test for you when I'm paying for services!

                    • 7. Re: "Creative Cloud desktop failed to install"
                      bhatnaga Adobe Employee

                      Hi Mike,

                       

                      Most likely cause of having to login every time is that your apss are installed in a different language than what you are subscribed for. Can you check the preference in  CC Desktop app. Click on Gear Icon in CC Desktop App, and then on preferences. Click on App preferencs, and see what language is selected.

                       

                      regarding update failure, can you please post PDApp log from your machine?  This log file is present in temp folder of windows which can be quickly accessed by typing %temp% and then Enter key in the run dialogue or you can do this in navigation bar in any open window of windows explorer. On Mac, this is present at ~/Library/Logs. ~ Represents User's directory. This is a hidden folder, so use the go to folder option in Go Menu of finder.

                       

                      Regards,

                      Anirudh

                      • 8. Re: "Creative Cloud desktop failed to install"
                        tpitt Community Member

                        I was experiencing the same problem installing the Creative Cloud Desktop app on a Mac running 10.8.4 (32 GB RAM, tons of HD space available).  After multiple failed installation attempts, I paused Time Machine, and the installation was successful on the very next attempt.  Not sure if there's a technical explanation or if it's just dumb luck, but regardless, I wanted to provide one more point of reference for those troubleshooting this problem.

                        • 9. Re: "Creative Cloud desktop failed to install"
                          artcmigala Community Member

                          SO STUPID! What is the use of having a desktop app connected to Adobe Creative Cloud that updates apps, yet not itself unless you uninstall it first?

                          • 10. Re: "Creative Cloud desktop failed to install"
                            artcmigala Community Member

                            Agreed, so stupid...annoying

                            • 11. Re: "Creative Cloud desktop failed to install"
                              bhatnaga Adobe Employee

                              Hi,

                               

                              If you are facing this issue, rename the oobe folder from C:\Program Files (x86)\Common Files\Adobe on win and Adobe Creative Cloud Folder from /Applications/Utilities/ on mac. Then try again to install. For helping us track the reasons and quantity of this error, can you all mail the PDApp log files from your systems to bhatnaga@adobe.com. This will help us improve our install and update experience immensely.

                               

                              PDApp.log file can be found at:

                               

                              Win: %temp% (C:\Users\{Current User}\Appdata\Local\Temp

                               

                              Mac: ~/Library/Logs/ (Here ~ denotes user's directory. Library folder is hidden inside the user's directory. The best way to access this path is to use the go to folder option in go menu of finder and type the path exactly as I have typed including the ~ symbol).

                               

                              Regards,

                              Anirudh

                              • 12. Re: "Creative Cloud desktop failed to install"
                                Adelia Risk

                                In my case, this was a firewall issue.  On my Mac, I went to:

                                 

                                System Preferences > Security & Privacy > Firewall > Firewall Options

                                 

                                Then I clicked the Plus sign ( + ), searched for anything with the name "Creative Cloud", and added them to the exceptions list.

                                 

                                Next time I ran the update, it worked fine.

                                 

                                Good luck!

                                • 13. Re: "Creative Cloud desktop failed to install"
                                  artcmigala Community Member

                                  thanks—I hope I won’t need to go through that again!

                                  • 14. Re: "Creative Cloud desktop failed to install"
                                    bish_o Community Member

                                    Hi, I tried your recommendations, renaming OOBE, reinstalled etc. It seemed to work for a day or two. Then today there was yet another AAM update. It failed!

                                     

                                    Once again I'll express my dissapointment and frustration with the Adobe team managing this application!

                                     

                                    Can we please get and official response from Adobe regarding this mess, with a clear timeline for a proper fix?

                                    • 15. Re: "Creative Cloud desktop failed to install"
                                      Mathias17 Community Member

                                      On a PC, Win 7, the CC desktop program fails to install.

                                       

                                      Upon attempting to install an CC software, the "Adobe Installer" first pops up and attempt to install the CC desktop app. But fails every time:

                                       

                                      "We've encountered the following issues:

                                      Creative Cloud desktop failed to install."

                                       

                                      I'm dead in the water. I see no solution.

                                      • 16. Re: "Creative Cloud desktop failed to install"
                                        artcmigala Community Member

                                        Mathias17, you can try uninstalling the application and then use Internet Explorer to go to the Adobe Download and install creative cloud from there. That is what worked for me.

                                        • 17. Re: "Creative Cloud desktop failed to install"
                                          Rajshree Adobe Employee

                                          Hi Mathias 17,

                                           

                                          Please rename OOBE Folder from the following location

                                           

                                          location in Window  C:\Program Files (x86)\Common Files\Adobe

                                           

                                          After renaming the OOBE folder please uninstall Adobe creative cloud from the cleaner tool and re-installed the product from from www.creative.adobe.com/apps

                                           

                                          PS: Please uninstall Creative cloud connection if you see in Cleaner tool.

                                           

                                          As the above discusson also mentions renamimg, Please disable the firewall of the system & network & then retry.

                                           

                                          You can also refer this link for more input: http://helpx.adobe.com/creative-cloud/kb/troubleshoot-cc-installation-download.html

                                           

                                          Incase the error still persists, then the next best step would be to review your installation logs to determine the exact point of failure.

                                           

                                          Please see Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5 -cs5.html for information on how to locate and interpret the

                                           

                                          installation log files.

                                           

                                          Please feel free to inbox log file privately.

                                           

                                          Regards

                                           

                                          Rajshree

                                          • 18. Re: "Creative Cloud desktop failed to install"
                                            Mathias17 Community Member

                                            @ artcmigala

                                             

                                            Mathias17, you can try uninstalling the application and then use Internet Explorer to go to the Adobe Download and install creative cloud from there. That is what worked for me.

                                             

                                            You're advising me to use IE to download the CC installer? I don't see why. I've alreaded downloaded the executable - "CreativeCloudSet-Up.exe". When I visit https://creative.adobe.com/ with IE, the page doesn't even load.

                                            I tried using IE to install the "Adobe Application Manager" from here - http://www.adobe.com/support/downloads/thankyou.jsp?ftpID=4773&fileID=4437 but get this lovely failure notice when I run it:

                                                       installer.PNG

                                             

                                            Download the "Adobe Support Advisor"??? What is this??? Shall I download the Adobe Cleaner Tool, too? How many ancillary programs do I have to download to bandaid this nightmare? This is egg on Adobe's face, big time. I simply cannot believe this. What a disappointment.

                                            I'm not going to download the "Adobe Support Advisor", just so it can fail miserably as well.

                                             

                                            Thank you for your advice, though.

                                             

                                             

                                             

                                            @ Rajshree

                                             

                                            Please rename OOBE Folder

                                            Rename the "OOBE" folder? Sure. To what??? Rename it to what name?

                                             

                                             

                                            PS: Please uninstall Creative cloud connection if you see in Cleaner tool.

                                            Yes, it shows up in the ridiculous 1995 DOS prompt Cleaner Tool in the "List of products installed on this machine", but it's called: "Adobe Application Manager/Creative Cloud for Win XP, Vista & Mac OCX10.6"

                                                         cleaner.PNG

                                            Is this correct? (I assume WIndows 7, my OS, isn't mentioned simply because Adobe has neglected to add Windows 7 where it mentions XP and Vista there.)

                                            If so, the Cleaner Tool apparently fails to remove it. I've done it three times now. Using the Cleaner Tool to supposedly remove #1 from my machine. It keep showing up in the "List of products installed on this machine".

                                            Again - FAILURE.

                                             

                                            I guess I haven't made it clear enough, though - the new Creative Cloud downloader program DOES NOT INSTALL. It never has. Not once. I've had the Adobe Application Manager installed before, pre Creative Cloud, but that's it.

                                             

                                            This is my whole problem - I cannot install the CC downloader manager nightmare program, therefore I cannot install my new CC software.

                                             

                                             

                                            I will PM you the contents of my:  ". . .\AppData\Local\Temp\PDApp.log" file.

                                            • 19. Re: "Creative Cloud desktop failed to install"
                                              bhatnaga Adobe Employee

                                              Mathias17 wrote:

                                               

                                               

                                               

                                               

                                              @ Rajshree

                                               

                                              Please rename OOBE Folder

                                              Rename the "OOBE" folder? Sure. To what??? Rename it to what name?

                                               

                                               

                                              Use your discretion, any name will do.

                                              • 20. Re: "Creative Cloud desktop failed to install"
                                                Mathias17 Community Member

                                                Oh . . . I see. The idea is to force it to be recreated. Got it.

                                                • 21. Re: "Creative Cloud desktop failed to install"
                                                  apostle_PD

                                                  Unlike most people, I did not have an "OOBE" file. I uninstalled the Creative Cloud Manager, but unlike some people, I did not have a "Creative Cloud Connections" either. I did find an "Adobe Application Manager" and deleted the main folder from my Utilities folder as well. Then I attempted to reinstall, but it failed again. I then attempted to reboot and reinstall the new package, and that time it worked. So I uninstalled CCM and AAM, rebooted, and installed from a fresh download.

                                                   

                                                  Just wanted to add one more option to the growing list.

                                                  • 22. Re: "Creative Cloud desktop failed to install"
                                                    NightSkyGuy Community Member

                                                    Things were fine until this morning. Creative Cloud Desktop insisted it "update". It failed ("could not install due to errors (WHAT ERRORS). It also failed to uninstall including after reboot, including removing the OOBE files...  I'm Windows 7 64-bit.

                                                     

                                                    I notice lots of people listing the "Cleaner Tool" I've yet to find where the @#$@#$ is.  And I'm not thrilled about uninstaling and reinstalling everything... went down that road a few years before.

                                                     

                                                    Where is the Cleaner Tool?

                                                     

                                                    Does anyone have any cure to this madness?

                                                     

                                                    I think it all started when I was accepted into the Fonts trial... bad mistake on my part. 

                                                    • 23. Re: "Creative Cloud desktop failed to install"
                                                      Mathias17 Community Member

                                                      Cleaner tool - http://www.adobe.com/support/contact/cscleanertool.html

                                                      But don't bother. It's a sugar pill. Lasts for about 1.5 minutes.

                                                       

                                                       

                                                      Still hating the cloud.

                                                       

                                                       

                                                      Still no solution.

                                                       

                                                       

                                                      Still in disbelief .

                                                      • 24. Re: "Creative Cloud desktop failed to install"
                                                        NightSkyGuy Community Member

                                                        Thanks for the link. I guess the first step is the killer:

                                                         

                                                        1. Uninstall the desired version of Adobe Creative Cloud / Creative Suite product prior to using the Creative Cloud Cleaner Tool.

                                                        Uh, if it would uinstall, I guess I wouldn't need the cleaner!

                                                        • 25. Re: "Creative Cloud desktop failed to install"
                                                          bish_o Community Member

                                                          My issue has reoccured! I fixed this a week and a half ago by unintstalling Adobe Application Manager, downloading a new version and reinstalling. Up until today, the application manager was working ok allowing me access to CC and updates, all working fine.

                                                           

                                                          Then this morning the little princess app from hell insisted that I update it (yet again, anyone counting how many *******' updates to this app so far..10-20-30?).

                                                           

                                                          So I did as instructed and the install failed... again!

                                                           

                                                          I'm on Win 7 - 64bit. When you post here can you include your OS and version pls, so we can all see if there's a pattern?

                                                          • 26. Re: "Creative Cloud desktop failed to install"
                                                            UIWGroup Community Member

                                                            Your seriously pissed off - I have had the subscription since 2012 and the problem started back in Feb I managed to fix it once (beginning of March) it is now September and I still have the same problem

                                                             

                                                            Why the hell do we have to keep having to update the  CC manager all the time. Doing all the things below does not work for me and why should you have to use Exploder to load products.

                                                             

                                                            Adobe -  Surely  there are enough people with problem to look into it

                                                             

                                                            What is the point of having subsrciption if you can not down load updates.

                                                             

                                                            Pissed off

                                                            • 27. Re: "Creative Cloud desktop failed to install"
                                                              mdh123 Community Member

                                                              It's been nagging me for days to do another "update", but after the last time I decided that would be the last time.

                                                               

                                                              I don't have the free hours to spend trying to get this little monster working every other week or so.

                                                               

                                                              I did notice after the last failed install that Adobe had finally found a way to make the CC app invincible to the Cleaner Tools's attempts at removing it.

                                                               

                                                              Good to see where they're putting their effort these days.

                                                              • 28. Re: "Creative Cloud desktop failed to install"
                                                                UIWGroup Community Member

                                                                I finallally installed and downlaoded all the outstanding updates today.

                                                                 

                                                                If your using a PC running Windows 7

                                                                 

                                                                This is what I did:

                                                                 

                                                                go to : C:\Users{\current user}\AppData\Local\Temp

                                                                 

                                                                delete all your temporay files which will include PDpp.log

                                                                 

                                                                turn off your fire wall

                                                                 

                                                                open CC manager and update CC manager

                                                                 

                                                                From there it worked.

                                                                 

                                                                Ian Cleland

                                                                • 29. Re: "Creative Cloud desktop failed to install"
                                                                  mdh123 Community Member

                                                                  The stars must have been in perfect alignment for you. I tried what you suggested, and failed, as always, with the "Failed to Install' message.

                                                                  • 30. Re: "Creative Cloud desktop failed to install"
                                                                    artcmigala Community Member

                                                                    Each time CC desktop says it has to update itself, I click the update button to check whether or not they have fixed the problem. As of yet they have not. The next step is to (on my Windows 7 OS) go to the control panel > Uninstall Programs > choose Adobe Creative Cloud > choose Uninstall > after uninstall is complete I open IE > go to the creative cloud download > click download and it has worked each time.

                                                                     

                                                                    I did not rename anything.

                                                                     

                                                                    I am no longer spending 4 hours trying to figure out what is wrong.

                                                                     

                                                                    I wait with hope that someday I won’t have to take all these extra steps and I ONLY have to click the update button...of course there will be some other problem by then.

                                                                     

                                                                    Christine

                                                                    • 31. Re: "Creative Cloud desktop failed to install"
                                                                      Mathias17 Community Member

                                                                      . . .open IE > go to the creative cloud . . .

                                                                       

                                                                      Ladies and gentlemen - a new low!

                                                                      Let me guess, we should use IE6 for the best results.

                                                                      • 32. Re: "Creative Cloud desktop failed to install"
                                                                        UIWGroup Community Member

                                                                        Mathias17,

                                                                         

                                                                        No you do not. See my comment above to fixing problem.

                                                                         

                                                                        I like you -  hate exploder with a passion and refuse to use it as a browser.

                                                                         

                                                                        I wonder if Adobe has a leg in the Microsoft camp.

                                                                         

                                                                        The internet with all its faults is about flexablity and change. I like it that way

                                                                         

                                                                        Ian

                                                                        • 33. Re: "Creative Cloud desktop failed to install"
                                                                          bish_o Community Member

                                                                          Hi Ian, it will be interesting to see if your solution sticks once there is (yet another) adobe application manager update.

                                                                           

                                                                          I'm getting the feeling this is particularly a Win 7 64 bit issue, is anyone having the issue on other OS's?

                                                                           

                                                                          Also my impression is that no one serious is looking at this problem and it's just bouncing around a few support people following band aid procedures.

                                                                           

                                                                          Bishwa

                                                                          • 34. Re: "Creative Cloud desktop failed to install"
                                                                            Mathias17 Community Member

                                                                            As previously stated - I'm on a Win7 x64 machine . . .

                                                                             

                                                                            Got the Cloud Hell app to install. It's currently installing new stuff and updating my old CS6 stuff. I'll report back if it fails.

                                                                             

                                                                            What I did:

                                                                            This whole time, I've been unable to change the folder name of "C:\Program Files (x86)\Common Files\Adobe\OOBE" because it was locked due it being "open in another program". Windows does this a lot. Locks files/folders from being changed because it thinks they're in use. Often it's wrong, so this is just annoying. Thusly, this whole time I've been unable to rename  it.

                                                                             

                                                                            BUT, this morning, with a little sanity to spare, I decided to come back to this thread and read all the proposed solutions. Tried again to rename OOBE. Failed. Same reason. But then I finally realized that OOBE only contained one other folder called: "PDApp". Obviously, whatever files renaming OOBE is intended to force to be recreated are inside PDApp, so renaming it would have the same effect. It worked. I was allowed to rename it. Beams of light began to appear around me. There was a heavenly chorus, barely audible in the background. In a cold sweat I minimized everyrthing, double-clicked "CreativeCloudSet-Up.exe" which had been sitting on my desktop for a month. Must be the 15th time I'd tried to install it. But this time it worked. Elation. Asked to sign in, I did. Presented with the update/install apps, where I queued multiple operations. 100% successful so far. Tears of joy.

                                                                            • 35. Re: "Creative Cloud desktop failed to install"
                                                                              NightSkyGuy Community Member

                                                                              I don't want to be the bearer of bad news, but that heavenly chorus might be short lived.  You wrote:

                                                                               

                                                                              double-clicked "CreativeCloudSet-Up.exe" which had been sitting on my desktop for a month

                                                                               

                                                                              If it really was on your desktop for a month I'll bet you can guess what it's going to try to do right after it has been installed... yeah UPDATE itself.

                                                                               

                                                                               

                                                                              Another way around the "unable to rename" is to boot in Safe Mode (F8 during the windows startup procedure).  Got my fingers crossed for you. Toes, too.