Installation errors | Elements | CC Cleaner Tool

Last updated on | Also Applies to Premiere Elements

The Adobe Creative Cloud (CC) Cleaner Tool helps resolve installation problems for several Adobe products, including Photoshop Elements and Adobe Premiere Elements. The tool removes installation records for prerelease installations of products and does not affect installations of previous versions of a product.

Follow these steps to use the Creative Cloud Cleaner Tool.

1. Back up files in Adobe product directories

Back up all files stored in Adobe product directories, including custom plug-ins or profiles that you have installed.

2. Uninstall Photoshop Elements or Premiere Elements

On Windows 8.1/8/7, choose Start > Control Panel > Programs > Programs and Features.
Select the product that you want to remove, and click Remove or Uninstall.
Follow the onscreen instructions to complete the uninstallation.
Restart your computer.

In the Finder, navigate to Applications/Utilities/Adobe Installers.
Double-click the uninstaller of the product you want to remove.
Follow the onscreen instructions to complete the uninstallation.
Restart your computer.

3. Run the Adobe CC Cleaner Tool

Click the following link to download the Adobe Creative Cloud Cleaner Tool for Windows: AdobeCreativeCloudCleanerTool.exe.

If you see a download or save file prompt, click Save File to download it on your computer.
Right-click AdobeCreativeCloudCleanerTool.exe and choose Run As Administrator.

Note:

If Run As Administrator is not available when you right-click, double-click AdobeCreativeCloudCleanerTool.exe to run it.
Follow the onscreen instructions:
1. Choose your language: Type E for English or J for Japanese, and then press Enter.
2. Review the Adobe End-User License Agreement: Type Y to accept or N to decline (if you decline, the script stops). Press Enter.
3. Select the product you want to remove: Type the number that corresponds to the product name, and then press Enter.
4. Type Y to confirm that you want to remove the product, and then press Enter.
When you see the message "Adobe Creative Cloud Cleaner Tool completed successfully," press Enter and restart your computer.

Click the link to download the Adobe Creative Cloud Cleaner Tool for Mac: AdobeCreativeCloudCleanerTool.dmg.
Double-click the AdobeCreativeCloudCleanerTool.dmg file.
You are shown a message prompting you to confirm whether you want to open the file. Click Open.
As Adobe Creative Cloud Cleaner Tool require permissions to make changes on your computer, you are prompted to enter the user name and password.

Enter the user name and password of a user account with administrative privileges.
On the License Agreement screen, choose your preferred language, read the license agreement, and click Accept.

Note:

The End-User License Agreement is displayed in English or Japanese depending on the language setting of the Root user account.
On the Adobe Creative Cloud Cleaner Tool window, select the version of the product you want to remove from the menu in the upper-right corner of the script window.
Select the product you want to clean up from the table, and then click Cleanup Selected. (Click Clean All to clean up all installer-related files for the version of the CC or CS product you chose in Step 7.)
When you see the message "Adobe Creative Cloud Cleaner Tool completed successfully," click Quit and restart your computer.

4. Verify that the Adobe CC Cleaner Tool completed successfully

In a text editor, such as WordPad, open Adobe Creative Cloud Cleaner Tool.log. The location of this file depends on your operating system:
- Windows Vista or 7: C:\Users\[user name]
- Windows XP: C:\Documents and Settings\[user name]
Review the log file entries. If any of the entries indicate failure, contact us.

In a text editor, such as TextEdit, open /Users/[user name]/Adobe Creative Cloud Cleaner Tool.log.
Review the log file entries. If any of the entries indicate failure, contact us.

5. Install your application

Once you've successfully run the Creative Cloud Cleaner Tool, install your product.