15 Replies Latest reply on Jun 30, 2016 8:41 PM by Brucgovn

    Re-download Challenge

    jang8097018

      Have migrated to newer Macbook Pro. When trying to open PS on new laptop, message pops up indicating PS is damaged and needs re-installing.  Even after logging into the Adobe account (have an active PS CC membership) and navigating to, what I think is, the appropriate page...only options are to download a trial version or buy.  Where oh where is the right place to just discover the Download icon? Thanks for any guidance.

        • 1. Re: Re-download Challenge
          Ned Murphy Adobe Community Professional & MVP

          Download/install the desktop application, sign in, install the subscription application(s).

          https://helpx.adobe.com/creative-cloud/help/download-install-app.html

          • 2. Re: Re-download Challenge
            jang8097018 Level 1

            The CC app migrated during the transfer. Should I uninstall that and download again??

            • 3. Re: Re-download Challenge
              Brucgovn Adobe Community Professional

              Did you migrated the apps using Migration Assistant?

               

              If yes , I recommend to perform complete manual removal of all Adobe related folders and start with fresh installation.

               

               

              Licensing and other important files will be created as per particular Machine ID / Time and Date settings , if you migrate from one device to another or backup using Time Machine , it will always cause issues.

               

              I had mentioned steps for complete manual removal in below link :

               

               

              Installation Failed

               

               

              Note : You may perform ,manual removal only if you had migrated apps from other devices or installed using backup utilities.

              • 4. Re: Re-download Challenge
                jang8097018 Level 1

                I've uninstalled all Adobe apps.  When I sign in, go to the Download Desktop Apps page, Photoshop (which I subscribe to) only has "Download trial" as an option.  Also, I purchased Acrobat Pro and can't discover how to download that again. Am suspecting this shouldn't be so difficult. What do I need to do to get this back on track? Much appreciate the assist.

                • 5. Re: Re-download Challenge
                  Brucgovn Adobe Community Professional

                  1) Right click on the Finder icon on dock and select "Go-To Folder" option.
                  2) You will get a text box, type-in below mentioned command and then hit 'Return' key.

                  /etc

                  3) It will open the etc folder, please look for file named "hosts" and copy the same to Desktop screen.it

                  4)Double click on Hosts file , it will open it with TextEdit,

                   

                  Let us know whether you can see any Adobe related entries inside Hosts file like 127.0.0.1 activate.adobe.com.......etc??

                  • 6. Re: Re-download Challenge
                    Brucgovn Adobe Community Professional

                    Also did you renamed/removed all the folders mentioned in the manual removal procedure?

                    • 7. Re: Re-download Challenge
                      jang8097018 Level 1

                      Did remove the files as instructed.  But...in your message to dive into the Go To Folder, you refer to a command to type in.  Sorry to divulge I didn't see a command to type in. Is it right in front of me??

                      • 9. Re: Re-download Challenge
                        jang8097018 Level 1

                        DOINK!  Thanks for pointing out the command.  here's what inside the HOST:

                         

                        # Host Database

                        #

                        # localhost is used to configure the loopback interface

                        # when the system is booting.  Do not change this entry.

                        ##

                        127.0.0.1    localhost

                        255.255.255.255    broadcasthost

                        ::1             localhost

                        • 10. Re: Re-download Challenge
                          Brucgovn Adobe Community Professional

                          Have you removed Adobe folders from ~/Library/Application Support and /Library/Application Support ?

                           

                          ~/Library = User Library

                          /Library = System Library.

                           

                          Make sure that you had deleted both Adobe folders.

                           

                          • 11. Re: Re-download Challenge
                            jang8097018 Level 1

                            They're gone now.  This must be a pain for you since you could fix this in your sleep. But am glad you're awake to help out.  Now what?

                            • 12. Re: Re-download Challenge
                              Brucgovn Adobe Community Professional

                              That's okay.

                               

                              If you didn't trashed the folders earlier while removing al Apps  and Now , if you had removed 2 Adobe folders from ~/Library/Application Support and /Library/Application Support.

                               

                              Also , again remove all Adobe Apps from Applications folder .

                              Under Aplpications > Utilities , trash below listed folders.

                               

                              Adobe Creative Cloud

                              Adobe Application Manager

                              Adobe Utilities.

                              Adobe Installers.

                               

                              Run Adobe Cleaner tool and select Clean all option.

                               

                              Then re-install Creative Cloud app and check.

                               

                               

                              Jang,

                              Why those 2 Adobe folders under User and System Library has to be renamed / trashed , becoz Your User login cache info will be stored under ~/Library/Application Support/Adobe/ OOBE .

                               

                              User login cache info holds your Adobe user account info, which will as per previous device from which you migrated the applications.

                               

                               

                              Under /Library/Application Support / Adobe .  Adobe licensing files will be present and the files info/ creation will be as per previous device from which you migrated the applications.

                               

                              Hence , when you wish to perform complete removal  ,it is necessary to rename Adobe folders from both Libraries.

                               

                               

                              If you face any difficulties or confusion , I strongly recommend to contact Adobe Support . they will certainly assist you with the troubleshooting , also they can take remote access session and fix the issue for you.

                               

                              Click on Still need help button and select Chat option .

                               

                              Contact Customer Care

                               

                              Ask for Technical Support .

                               

                              Let me know if you need any further assistance.

                              • 13. Re: Re-download Challenge
                                jang8097018 Level 1

                                Much thanks for your time today.  Got Acrobat Pro re-loaded.  Now can't seem to find a way to get PS back down.  Will check Q&A section.  Enjoy your weekend.

                                • 14. Re: Re-download Challenge
                                  jang8097018 Level 1

                                  FYI: Got everything downloaded.  Seemed clearing off the last two folders cleared the way. All good.

                                  • 15. Re: Re-download Challenge
                                    Brucgovn Adobe Community Professional

                                    Glad to hear that

                                     

                                    You are most welcome.