16 Replies Latest reply: Feb 26, 2014 3:41 AM by Sorin Jurcut RSS

    Cannot update creative cloud desktop

    thany Community Member

      Creative Cloud cannot update itself:

      Capture.PNG

      What now?

       

      Internet connection is fine, computer is absoluuutely fine. No other problems.

       

      Using Windows 7 x64, running as non-admin, UAC enabled, scanner is Avast 2014, internet pipe is 100Mb fiberoptic without outgoing firewall.

       

      /edit

      WTF. Frustratingly, this update mechanism hijacks the cloud application. I cannot choose not to upgrade.

       

      /edit2

      More info. Whilst UAC is enabled, the updater does properly elevate itself. Disabling the scanner doesn't help either.

      Also, it does put a shortcut on my desktop, so it does get to that point in the update process. This also hints that the failed update doesn't even revert things properly. Which is yet another thing for Adobe to fix.

        • 1. Re: Cannot update creative cloud desktop
          Jeff A Wright Employee Hosts

          Thany please see Error "Failed to Install" Creative Cloud Desktop application - http://helpx.adobe.com/creative-cloud/kb/failed-install-creative-cloud-desktop.html for information on how to resolve your current difficulties.

          • 2. Re: Cannot update creative cloud desktop
            AMreso Community Member

            1. Restart your computer, after closing all applications.

            2. Rename the OOBE folder

            Windows: C>Program files or Program files(x86)>Common files>Adobe>OOBE and rename the OOBE folder to like (OOBEold).

             

            3. Run the Adobe  Creative Cloud Cleaner Tool ( http://www.adobe.com/support/contact/cscleanertool.html ) and choose the option 3( creative cloud and than choose creative cloud desktop/Applications manager )

             

            4. Now try downloading the creative cloud from creative.adobe.com

            • 3. Re: Cannot update creative cloud desktop
              thany Community Member

              I just installed CC frshly a month ago. If I uninstall it an clean it out and reinstall, that would be just reinstalling the problem.

               

              I'd rather fix the actual problem.

               

               

              Moreover, how can I find out what *actually* went wrong. Because all we know is "it didn't work", but there must be some sort of log somewhere.

              • 4. Re: Cannot update creative cloud desktop
                Jeff A Wright Employee Hosts

                Thany you are welcome to review your installation log files for the install.  Please see Troubleshoot install issues with log files | CC - http://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html for information on how to locate and interpret your installation log files.

                • 5. Re: Cannot update creative cloud desktop
                  thany Community Member

                  I'm getting this error:

                   

                  ERROR: DW040: The product "{893B3B44-0A1E-404B-8FE8-0A74509102A9}" is not installed. Cannot proceed with the uninstall

                   

                  I believe that GUID refers to Photoshop... I'll tell you, Photoshop *is* installed. But even so, why is not being able to uninstall an error? Why uninstall if it's apparently not installed? Why even try?

                  • 6. Re: Cannot update creative cloud desktop
                    Jeff A Wright Employee Hosts

                    If the uninstaller is unable to complete the removal process then I would recommend using the CC Cleaner Tool.  Please see Use the CC Cleaner Tool to solve installation problems | CC, CS3-CS6 - http://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html for information on how to download and use the CC Cleaner Tool.

                    • 7. Re: Cannot update creative cloud desktop
                      thany Community Member

                      I wanna know WHY this is a problem in the first place. Just scratching away everything and putting it back not the way to solve a problem - it's the way to work around one.

                       

                      Plus I'm afraid I'll just be reinstalling the problem. Because, like I said, this installation is no more than a month old. These things shouldn't happen so quickly after the very first installation on a brand new pc.

                      • 8. Re: Cannot update creative cloud desktop
                        Jeff A Wright Employee Hosts

                        Thany you may want to look at your security software or any other software which may modify the installation of exisiting applications or prevent the removal of applications.

                        • 9. Re: Cannot update creative cloud desktop
                          Sorin Jurcut Community Member

                          Make sure to check out wether avast blocked a service which is part of the CC apps. Its quite possible that the blocked service handles updating by chance.

                          • 10. Re: Cannot update creative cloud desktop
                            thany Community Member

                            Avast doesn't appear to cause any of these problems. I disabled it, but no difference.

                            Just for kicks, I also unloaded Actual Multiple Monitors, because that too hooks fairly deeply into Windows. No difference.

                             

                            Now that I think about this, I don't believe not being able to uninstall a non-installed program is the root cause here. The updater is doing a LOT of work before it gives that error message. The harddisk is going nuts and it's using a good deal of cpu-time. It's doing something for a good minute or so. An error like "I can't uninstall a non-installed program" should be able to surface pretty much instantaneously, but the updater is definately *doing* something.

                             

                            Good thing the updater gives a metric ton of information. Sarcasm aside, how can I see what it is actually trying to do that doesn't work? I want to diagnose the problem, but (and no offense) all I've gotten so far is "try cleaning it out", and "try to disable antivirus". Again no offense, but those are too easy.

                            • 11. Re: Cannot update creative cloud desktop
                              Sorin Jurcut Community Member

                              well if the antivirus would prevent one of the cleanup services from running, it would for example prohibit the service from gathering required registry data as to where those files are stored and how they were installed (parameters). As for why the updater is so intensely using the HDD: its searching for files on the disk, and depending on how it was designed, it may or may not look in several places at once through async search. If you got 2 paritions say C) and D) and C would be windows and D) apps, so subsequently the Adobe installlations spot, it would look for files both in C and in D. Mostly because temporary data, session settings and volatile information is stored locally on C, in users > app data, while required dependency libraries are stored someplace different in common or something like that. Also, any installation also produces a MSI package which is saved in a hidden inaccessible folder on the windows drive. That's why its going nuts. The uninstall procedure requires to several HDD places at once.

                              • 12. Re: Cannot update creative cloud desktop
                                thany Community Member

                                That still doesn't explain what it's trying to do that doesn't work.

                                 

                                I need information to figure what I can do to fix this problem. But it's so frustrating that I cannopt give you more, and that I cannot pull any usable information out of the program.

                                • 13. Re: Cannot update creative cloud desktop
                                  thany Community Member

                                  When I try to uninstall CC from the control panel, it uninstalls very quickly, within seconds. Afterwards it says "CC has been removed with errors".

                                   

                                  WHAT ARE THOSE ERRORS.

                                   

                                  Oh, and it hasn't actually been deleted.

                                  • 14. Re: Cannot update creative cloud desktop
                                    thany Community Member

                                    When I then freshly download the latest desktop app and install that, it just goes into the same update thing again. And the result is the same, too. It DOES create a desktop icon for me (without asking, nasty!) so it does install something.

                                    • 15. Re: Cannot update creative cloud desktop
                                      thany Community Member

                                      GOT IT

                                       

                                      Went to c:\Program Files (x86)\Adobe\Adobe Creative Cloud\ and cleared out the directories CoreSync and CoreSyncV1.

                                      Sor some reason, they are a pain it the rear end to delete, because the SYSTEM process keeps them in use (why, god, why), so even a full administrator can't delete them, or anything them. No wonder CC couldn't update.

                                       

                                      Adobe, you had better look into this. Pretty serious problem. And Adobe, DON'T HIJACK THE SOFTWARE ANYMORE.

                                      • 16. Re: Cannot update creative cloud desktop
                                        Sorin Jurcut Community Member

                                        they are needed to process the licensing procedure if I'm not mistaken, which is why they are always in memory. Worst ideea ever, but... yeah....