Download the uninstaller for Windows.
Last updated on
Apr 14, 2025
Learn how to resolve installation issues if your Creative Cloud app installer is frozen or takes too long to install.
The Creative Cloud desktop app manages the installation of apps such as Adobe Photoshop, Adobe Acrobat, and Adobe Illustrator. A poor Wi-FI connection, antivirus software, or firewalls can prevent the completion of your installation. Correcting these issues should allow the installation process to continue.
Internet connection is poor
If you're connected via Wi-Fi, try a wired connection. If you're connected via a wired connection, try using a different cable. But if you continue to experience connectivity issues while installing Adobe apps, learn how to troubleshoot them.
Antivirus software is blocking the installation
Review your antivirus documentation for instructions on how to temporarily disable the virus check and try to install the app again.
Software firewall is blocking the installation
Software firewalls may restrict access to your computer. If prompted, grant the Creative Cloud desktop app access to the internet.
If you're not prompted or granting access doesn't resolve the issue, refer to your firewall software’s documentation and temporarily disable the firewall before trying the installation again.
Organization’s hardware firewall or proxy server is blocking the installation
Unlike most home networks, many organizations use hardware firewalls and proxy servers that can prevent software from accessing external servers. Contact your company’s IT department to obtain firewall or proxy information and ask for assistance in resolving the issue.
Corrupt or missing file is blocking the installation
To begin, close all Adobe applications, ensure you're connected to the internet, and then follow the instructions below:
Windows
Note:
If you’re installing an app on Windows for the first time, the installation might take longer than expected.
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Extract the contents of the zipped file.
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Locate the execuatable file at C:\Program Files (x86)\Adobe\Adobe Creative Cloud\Utils\Creative Cloud Uninstaller.exe
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Double-click the Creative Cloud Uninstaller.exe file.
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When prompted, select Repair to fix issues.
Repair Adobe Creative Cloud app to resolve any issues Repair Adobe Creative Cloud app to resolve any issues -
Once the Creative Cloud Desktop app is repaired, you’re signed out of Creative Cloud.
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Relaunch the Creative Cloud Desktop app and sign in using your Adobe ID and password.
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If repairing doesn’t fix the problem, repeat steps 3-4 and select Uninstall.
Uninstall Adobe Creative Cloud app to resolve any issues Uninstall Adobe Creative Cloud app to resolve any issues -
After the app is uninstalled, select Close on the confirmation screen.
Creative Cloud desktop has been successfully uninstalled Creative Cloud desktop has been successfully uninstalled
macOS
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Download the uninstaller for macOS.
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Extract the contents of the zipped file.
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Locate the executable file at /Applications/Utilities/Adobe Creative Cloud/Utils/Creative Cloud Uninstaller.app/Contents/MacOS/Creative Cloud Uninstaller
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Double-click the Creative Cloud Uninstaller.dmg file.
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If prompted to open the file, select Open and enter your password.
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When prompted, select Repair to fix issues.
Repair Adobe Creative Cloud app to resolve any issues Repair Adobe Creative Cloud app to resolve any issues -
Once the Creative Cloud Desktop app is repaired, you’re signed out of Creative Cloud.
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Relaunch the Creative Cloud Desktop app and sign in using your Adobe ID and password.
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If repairing doesn’t fix the problem, repeat steps 3-4 and select Uninstall.
Uninstall Adobe Creative Cloud app to resolve any issues Uninstall Adobe Creative Cloud app to resolve any issues -
After the app is uninstalled, select Close on the confirmation screen.
Creative Cloud desktop has been successfully uninstalled Creative Cloud desktop has been successfully uninstalled
Persistent installation issues due to corrupt files or installation records
If you're experiencing ongoing installation problems due to corrupt files or installation records, use the Creative Cloud Cleaner Tool to remove problematic installation data.
