Issue

When opening the Creative Cloud desktop app, the Apps tab loads with the following message:

Download error. Press Retry to try again or contact customer support.

Clicking the Reload Applications button does not resolve the error.

Solution

Remove the OOBE and AAMUpdater folders.

Mac OS:

  1. Quit the Creative Cloud Desktop app.
  2. Navigate to \User\<UserName>\Library\Application Support\Adobe\
    1. To access the hidden User Library folder, see Access hidden user library files | Mac OS 10.7 and later.
  3. Locate and remove the AAMUpdater and OOBE folders.
  4. Reopen the Creative Cloud Desktop app located in the Applications folder.

Windows:

  1. Quit the Creative Cloud desktop app.
  2. Navigate to \Users\\AppData\Local\Adobe\
  3. To view the hidden AppData folder, see Show hidden files, folders, filename extensions | Windows XP, Vista, Windows 7.
  4. Locate and remove the AAMUpdate and OOBE folders.
  5. Reopen the Creative Cloud desktop app located in Start Screen/Menu.

The AAMUpdater and OOBE folders are recreated when the Creative Cloud desktop app is relaunched.

Note:

Make sure that you are removing only the versions of these files that are specific to the user account.  Otherwise, all currently installed Adobe Creative applications will need to be removed.  Only a complete reinstallation allows the Adobe Creative applications to properly fetch applicable updates.  For information on how to remove and reinstall Adobe Creative applications, see Download, install, update, or uninstall apps.