Issue

While downloading or installing a Creative Cloud product (such as Photoshop or Illustrator), you get one of the following issues:

  • The installation jumps from 0% to 99% and then rolls back.
  • The installation completes successfully, but you do not get the option to open the product in Creative Cloud desktop app. Instead, the option to install the product is displayed. 

In the log files, this error is listed as Error 130.

-------------------------------------- Summary --------------------------------------
 - 1 fatal error(s), 0 error(s), 0 warnings(s)

FATAL: Error occured in install product workflow with error code 130 error message
-------------------------------------------------------------------------------------

02/27/17 14:55:37:299 | [INFO] |  | HDSetup | HDPIM | HDPIMSessionManager |  | HDPIM | 20008 | Inside hdpimTerminateSession
02/27/17 14:55:37:752 | [INFO] |  | HDSetup | HDPIM | HDPIMSessionManager |  | HDPIM | 20008 | Exiting hdpimTerminateSession, successfully closed session '0'
02/27/17 14:55:37:758 | [INFO] |  | HDSetup | HDSetup | AppContext |  | HDSetup | 20002 | Exit Code: 130

Note:

For more information on finding error code in the log files, see Find your error code.

Solution 1: Uninstall the product you are trying to install

    • macOS

    Navigate to Applications > [Creative Cloud product] and double-click Uninstall [Creative Cloud product].

    For example, if you are trying to install Photoshop CC, navigate to Applications > Adobe Photoshop CC 2017 and double-click Uninstall Adobe Photoshop CC 2017.

    uninstall-app-mac_v1
    • Windows

    Navigate to Control Panel > Programs > Programs and Features, select the Creative Cloud product and click Uninstall.

    For example, if you are trying to install Photoshop CC, navigate to Control Panel > Programs > Programs and Features, select Adobe Photoshop CC 2017, and click Uninstall.

    uninstall-app-win
  1. Download and install the Creative Cloud product. For more information see, Download and install Creative Cloud apps.

Solution 2: Use the Adobe Creative Cloud Cleaner tool

  1. Run the Adobe Creative Cloud Cleaner tool and uninstall the product that you are trying to install. For more information, see Use the Creative Cloud Cleaner Tool to solve installation problems.

  2. After you have successfully run the Adobe Creative Cloud Cleaner Tool, install your Creative Cloud product. For more information, see Download and install Creative Cloud apps.

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