Hello Deb777, could you please get in touch with our Technical Support over Chat to get that resolved?
Wwelcome to Adobe Forum,
You first can uninstall completely by using http://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html
Next you can try reinstalling in the same account by enabling the hidden administrator
You can follow steps in : http://forums.adobe.com/message/5792517
Hope it helps you.
Thank you Sebastian and Rajshree for your prompt replies.
Rajshree, I followed your instructions and links, but cannot locate any OOBE file. The link posted above leads to instructions for Mac I think? Unfortunately, didn't really make sense to me. I did, however find another version of your post giving instructions for Windows (8.1?), which I followed and still couldn't find any OOBE file. Is it because I'm running Windows 8.1? Different location?
Anyway I've uninstalled everything with Adobe's cleaner tool and I'll wait for a reply before I go any further.
Thank you and kind regards.
Please rename OOBE to OOBEE.OLD Folder from the following location
location in Window C:\Program Files (x86)\Common Files\Adobe
location in Mac: library>.application support>>Adobe>> OOBE
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.
At this time it will be best to contact Adobe Support via http://adobe.ly/yxj0t6