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GenP @lemmy.dbzer0.com DarkestShadow @lemmy.dbzer0.com

Can't install CC as per the guide

Does anyone have a fix for Creative Cloud's installer crashing? It keeps generating a .dmp file regardless of which set-up file I use (I've tried all 3). I see this exception code in the dmp file -> 0xc0000096 and after looking it up I'm not sure what else to try.

Everything Adobe related on my computer has been uninstalled/removed (registry, appdata, programfiles, programdata) and I've turned off all AVs and windows firewall during the process yet it still crashes.

Even tried it in safe mode and I am on an Administrator account.

Edit: To anyone who sees this, I tried everything posted below short of a full restart. I re-installed the Microsoft Store (I'm using Windows 10 LTSC) using powershell and tried installing creative cloud that way. I had to uninstall and re-install it again as after running GenP it was still showing "Buy" in the Apps tab instead of "Install".

For some reason I can not reply to the comments but I am very grateful for the help!

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4 comments

  • This issue is not related to GenP but rather an in-app problem. Since we are not an extension of Adobe Support, we do not provide assistance for these types of issues, otherwise, such posts would overrun Lemmy and Revolt, shifting their focus away from GenP-related discussions.

    As outlined in the GenP Guides and the GenP Setup, Troubleshooting, and Best Practices Guide, these issues fall outside our scope.

    If you’ve already tried basic fixes, try running through these options to help resolve the issue.

    Fixing Creative Cloud Installer Crashes (Exception Code 0xc0000096)

    The exception code 0xc0000096 typically indicates a "privileged instruction" or "invalid opcode" error, meaning the installer is attempting to execute instructions that your system doesn’t allow. This can be caused by corrupted system files, virtualisation conflicts, incompatible hardware, or interference from third-party software.

    Step-by-Step Fixes to Try
    1. Repair System Files

    Corrupted system components are a common cause of installer failures. To repair them:

    1. Open Command Prompt as Administrator
    2. Run:
      sfc /scannow
    3. If issues persist, run:
      DISM /Online /Cleanup-Image /RestoreHealth
    4. Restart your PC and retry installing Creative Cloud.
    2. Use the Adobe Creative Cloud Cleaner Tool

    Even after manual removal, leftover Adobe registry entries and files can interfere.

    3. Check Windows Compatibility Settings

    Incompatibilities between the installer and your Windows version can cause crashes.

    • Right-click the installer → Properties → Compatibility tab
    • Check “Run this program in compatibility mode for:” and select Windows 8 (or an earlier version)
    • Apply and run the installer

    Also ensure your system is fully updated:

    • Settings → Update & Security → Windows Update
    • Install all available updates and restart your PC
    4. Install Required System Dependencies

    Adobe software depends on system libraries that may be missing or outdated.

    5. Try an Offline Installer

    Some users have better results using an offline installer instead of the web-based one.

    • Offline installers may be available via the Adobe Enterprise Portal or by request from Adobe Support
    • Contact Adobe to request one if needed
    6. Perform a Clean Boot

    Third-party apps or services can interfere with installers.

    1. Press Windows + R, type msconfig, press Enter
    2. Go to the Services tab → Check "Hide all Microsoft services" → Click Disable all
    3. Open Task Manager → Disable all Startup items
    4. Reboot your PC and try the installer again
    7. Verify Virtualisation or CPU Issues

    If you're using a virtual machine or emulation environment (QEMU, Wine, Sandbox), certain instructions may not be supported.

    • Run the installer on real hardware, not a VM
    • If using a VM:
      • Enable AVX, SSE4.2, or VT-x in virtualisation settings
      • Optionally, disable Hyper-V via OptionalFeatures.exe
    • If possible, test on a different physical system
    8. Check Disk and User Profile Integrity

    Corrupted disks or profiles can cause installer issues.

    • Open Command Prompt and run:
      chkdsk /f /r
    • Verify full access to the following folders:
      C:\Program Files\
C:\ProgramData\
C:\Users\[YourName]\AppData\Local\Temp\
    • Create a new local Administrator profile and try the installation there
    9. Analyse Crash Dump (.dmp) Files

    If the installer generates .dmp files, they may reveal the cause.

    • Use WinDbg from the Windows SDK
    • Load the .dmp file and run:
      .exr -1
    • If you’re unsure how to analyse the file, you can upload it to Adobe Support for help
    Additional Fixes
    • Boot into Safe Mode with Networking, then retry the installation:
      (Shift + Restart → Troubleshoot → Advanced Options → Startup Settings → Press 5)
    • Use Sysinternals Autoruns to identify potentially conflicting drivers or DLL hooks
    • Temporarily disable or uninstall tools known to hook into system processes (e.g., legacy antivirus, overlays, system monitors)
    Last Resort Options

    If none of the above works:

    • Test the installer on a clean Windows install (separate partition or temporary installation)
    • Perform a Windows in-place upgrade repair using a Windows 10/11 ISO
    Contacting Adobe

    If the issue persists, contact Adobe Support and provide:

    • The crash .dmp file(s)
    • Your setup.log (found in %temp%)
    • A screenshot or detailed description of the error

    Or check Adobe Community for similar posts, such as
    Creative Cloud Installer Crashes.

    They may be able to offer a targeted solution based on your system trace.

    Final Reminder

    Before making significant system changes, always back up your data. Consider creating a system restore point or a full backup to protect your system.

    Summary Checklist
    • Run SFC and DISM to repair system files
    • Use Adobe's Cleaner Tool to fully remove residual data
    • Ensure Windows is fully updated
    • Install both x86 and x64 Visual C++ Redistributables
    • Perform a clean boot to eliminate conflicts
    • Try compatibility mode and Safe Mode
    • Analyse or share crash dump files if needed
    • Request an offline installer from Adobe
    • Contact Adobe Support with full error logs

  • Might be a stupid question, but have you tried restarting your PC or using the Creative Cloud Cleaner Tool to repair the CC app? Or has it not got as far as installing it yet?

    • It can't even install. I've tried the Cleaner Tool multiple times.

      PC has been restarted in between all changes. Even did a mass sweep of everything plus the tool and then restarted. Problem persists.

      I've tried the uninstaller again and it does give a "repair" and "uninstall" option. The repair option says to download CC again. The uninstall option says "completed with errors" so I'm just assuming the error is that it can't find CC anywhere. If I'm wrong then I don't know where to look for those logs.

      • Ensure that you are not mixing up the two Adobe apps.

        CC App Uninstaller Tool:

        Use this to repair, uninstall, or reinstall the CC app itself.

        Creative Cloud Cleaner Tool:

        Use this to uninstall individual or all apps. However, it can leave remnants behind, so tools like Revo are a better option for complete removal.

        Important Note:

        Both the CC App Uninstaller Tool and the Creative Cloud Cleaner Tool can return a "Completed with errors" message. This typically happens when certain files or registry entries fail to be removed during the uninstallation process. If you encounter this error, rerunning the tool may help clear any remaining components. Additionally, manually deleting leftover Adobe folders or using third-party uninstallers like Revo Uninstaller can ensure a more thorough removal.