Adobe CC Desktop installation bug

  • 1
  • Problem
  • Updated 6 months ago
Photo of Patrick Philippot

Patrick Philippot

  • 349 Posts
  • 62 Reply Likes

Posted 6 months ago

  • 1
Photo of Patrick Philippot

Patrick Philippot

  • 349 Posts
  • 62 Reply Likes
Hi,

Again, I have to report an installation bug for Adobe CC Desktop affecting at least Photoshop or Lightroom users under Windows 10. I have observed this problem on multiple systems (the last one yesterday), reported it multiple times but still no fix. The following describes the problem and the fix I'm using each time in order to avoid the classical uninstall/reinstall procedure...

[Problem]
When Adobe CC desktop suggests an update, you acknowledge and when the installation reaches 100%, the application quits without any error message. When you try to relaunch CC Desktop, it's still the old version and it suggests again to update. Never ending loop...

In that case, you should have a look at the C:\Program Files (x86)\Adobe folder. It may contains the following sub-folders : C:\Program Files (x86)\Adobe\Adobe Creative Cloud and C:\Program Files (x86)\Adobe\Adobe Creative Cloud.<a_version_number>. If this is the case, the first one contains the old version and the second the new one. The installer obviously failed when trying to make the switch.

[Solution]
To fix the problem (which occurred again yesterday on a system I'm maintaining), you have to do the following (only if both folders are present):

- Launch the Windows Task Manager and kill all Adobe CC related processes that are currently running : Creative Cloud (32 bits), Core Sync (32 bits), CCXProcess (32 bits), CCLibraries (32 bits). everything having the Adobe icon. A logoff/logon might be necessary.

- Rename (or delete) the C:\Program Files (x86)\Adobe\Adobe Creative Cloud folder to C:\Program Files (x86)\Adobe\Adobe Creative Cloud.old

- Rename C:\Program Files (x86)\Adobe\Adobe Creative Cloud.<a_version_number> to C:\Program Files (x86)\Adobe\Adobe Creative Cloud.

-  Logoff/logon and try to relaunch CC Desktop. If that works, you can delete the old version folder.

I have had this issue with the last updates and this always fixed the problem. This has already been reported to the feedback forum with no effect until now.