Disable your antivirus program temporarily. Refer to your antivirus documentation for more information.
Last updated on
Set 17, 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
The installation may be blocked by your antivirus software. Follow these steps to resolve the issue:
Install the app again.
Note
If you use Segurazo Antivirus on Windows, uninstall the antivirus software and then retry the installation. Learn how to uninstall apps in Windows.
Once the installation is complete, re-enable your antivirus.
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
Many organizations use hardware firewalls and proxy servers to block software from accessing external servers. This typically applies to all computers within a corporate network, but most home networks don't use hardware firewalls or proxy technology.
Contact your IT department for firewall or proxy information.
Configure your browser with the provided proxy or firewall settings.
Configure your corporate firewall to allow access to these servers:
- ccmdl.adobe.com:80
- swupmf.adobe.com:80
- swupdl.adobe.com:80
Install your app again.
Corrupt or missing file is blocking the installation
A corrupt or missing file in the Creative Cloud desktop app can cause installation failure for your apps. To resolve this issue, follow these steps for your operating system:
Download the uninstaller for your version of Windows
Extract the contents of the zipped file.
Double-click the Creative Cloud Uninstaller.exe file. If prompted, allow the uninstaller to proceed.
In the uninstaller dialog box, select Repair.
Launch the Creative Cloud Desktop app and sign in using your Adobe ID and password, and then install the app again. If the issue is resolved, you don't need to uninstall the Creative Cloud desktop app.
If repairing doesn't resolve the issue, launch the uninstaller again and select Uninstall.
Once your app is uninstalled, select Close on confirmation.
Reinstall the Creative Cloud desktop app and install your app again.
Download the uninstaller for your version of macOS:
Extract the contents of the zipped file.
Double-click the Creative Cloud Uninstaller.dmg file.
Depending on your security settings, you may receive a warning to open the uninstaller from the mounted DMG file. Select Open to continue and enter your device password to launch the uninstaller.
In the uninstaller dialog box, select Repair.
Selecting Repair may fix the issues that you were facing with your Creative Cloud desktop app.
Launch the Creative Cloud Desktop app and sign in using your Adobe ID and password, and then install the app again. If the issue is resolved, you don't need to uninstall the Creative Cloud desktop app.
If repairing doesn't resolve the issue, launch the uninstaller again and select Uninstall.
If you proceeded to uninstall the app, select Close on confirmation.
Reinstall the Creative Cloud desktop app and install your app again.
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.
