Creative cloud photoshop update fails repeatedly.

I just installed Photoshop CC after purchasing CC for Photographers. After installing, the desktop app indicated an update for photoshop. Update and Retry failed. Message reads Retry or contact customer support (49). Can't launch application. Please help.

I originally was directed to Adobe support and signed into and was waiting for chat. There was a message and a link directing me specifically here by Adobe support to seek answers while I waited for them. I wouldn't even have know to come here if not directed by their link. I won't do that in the future. Adobe support leaves a lot to be desired as they posted a notice that phone lines were not working properly and the chat was never answered.

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  • Creative cloud photoshop keeps crashing at start up any ideas why?

    creative cloud photoshop keeps crashing at start up any ideas why?

    SOLUTION:
    Navigate to
    C:\Program Files\Adobe\Adobe Photoshop CC 2014
    Locate sniffer.exe and rename it ~sniffer.exe
    SOLVED
    This solution was offered by Adobe chat support, after a very long and fruitless exchange. Apparently, the support tech finally asked around, and someone else in the room gave him the correct answer.
    Adobe: I understand you are unable to launch Photoshop CC 2014 as getting error Adobe Photoshop CC 2014 has stopped working on your Windows 7 computer, is that right?
    Me: Correct
    Adobe: Thank you for confirming the issue.
    Adobe: I will be glad to help you with this.
    Me: PS goes through initialization, then quits
    Adobe: Please click on start Button and type Event Viewer and open Event Viewer Window.
    Adobe: Once you have it open, let me know .,
    Me: Done
    Adobe: Now please expand Windows Logs option and select Applications.
    Me: Done
    Adobe: You will get Notification on right as Error , Warning, Information
    Adobe: Please check if you have any Error Notifications.
    Me: Yes
    Adobe: If yes, please double click on Error Notification and check if it is for Photoshop
    Adobe: If yes, please copy the information and paste on this chat.
    Me: Faulting application name: Photoshop.exe, version: 15.1.0.148, time stamp: 0x53d97a8f Faulting module name: atiocl64.dll, version: 2.3.451.0, time stamp: 0x4cfd9adc
    Me: + System - Provider [ Name] Application Error - EventID 1000 [ Qualifiers] 0 Level 2 Task 100 Keywords 0x80000000000000 - TimeCreated [ SystemTime] 2014-08-20T19:17:45.000000000Z EventRecordID 10827 Channel Application Computer Dans-8760w Security - EventData Photoshop.exe 15.1.0.148 53d97a8f atiocl64.dll 2.3.451.0 4cfd9adc c0000005 0000000000074fd0 1f40 01cfbcab67609480 C:\Program Files\Adobe\Adobe Photoshop CC 2014\Photoshop.exe C:\Program Files (x86)\ATI Stream\bin\x86_64\atiocl64.dll a97d921d-289e-11e4-8e7d-e4115b508a14
    Adobe: Thank you for the information.
    Me: It's an AMD HD 6700 display
    Adobe: It seems there is an issue with your Graphic Card Drivers.
    Me: Well, yes
    Me: But only with PS CC, so the problem is with PS
    Me: I've updated the drivers
    Me: This seems to be a common problem
    Adobe: Please click on Start Button and type Device Manager and open Device Manager
    Adobe: Once you have Device manager open, let me know
    Me: Done
    Adobe: Now please expand Display Adaptor option and right click on  AMD HD 6700 and Select Properties
    Me: OK
    Adobe: Then click on Drivers Tab
    Adobe: Click on Disable
    Adobe: Click on Okay
    Adobe: Once you click on Okay, it will change your Screen resolution
    Me: You bet it did!
    Adobe: Now please launch Photoshop CC 2014 and let me know if you are able to launch Photoshop CC 2014 or getting same error.
    Me: Error not happening
    Adobe: Are you able to launch Photoshop CC 2014?
    Me: Yes
    Adobe: It means, issue is with Graphic Card drivers.
    Me: Yes, I knew that
    Adobe: I suggest you to contact Graphic Card drivers and check if you can re-install the drivers and use Photoshop CC 2014 with the Graphic Card
    Me: SO... PS CC 2014 is incompatible with the AMD drivers?
    Me: I've installed 4 versions already. I'm running the latest beta now
    Adobe: Could you please provide me with Full name of the Graphic Card?
    Me: AFAIK, PS CC2014 is the only program that causes this error
    Me: AMD Radeon HD 6700
    Adobe: Dan, issue is due to the Drivers, which are not compatible with Photoshop CC 2014.
    Adobe: You may be able to use other products, however if drivers is not compatible with Photoshop CC 2014, you will not be able to use them with Photoshop CC 2014
    Me: I think that you have that backwards. PS CC2014 is not compatible with the drivers. It is the only known program to have this problem. Well documented.
    Adobe: Please contact Graphic Card provider and check for the drivers or re-install drivers and check.
    Me: I did, and they blame Adobe
    Adobe: Okay
    Adobe: Photoshop CC 2014 is not compatible with the drivers you have for the Graphic Card, there might be issue with drivers.
    Adobe: We have checked with the error logs as well., it show  Fault Module Name: atiocl64.dll 
    Me: Again, PS CC 2014 is the only known program to clash with atiocl64.dll
    Adobe: I can suggest you to check if you can use the product from new Account and use the product or check with Graphic Card provider for the drivers or a proper installation for Graphic Drivers.
    Me: Again, I've done all of that
    Me: They blame Adobe, and frankly, they are correct. The problem only happens with your product
    Adobe: Please use different Graphic Card on your computer and check if you can use it with Photoshop CC 2014.
    Adobe: You can follow below link to know more about supported Graphic Cards.
    Adobe: http://helpx.adobe.com/photoshop/kb/photoshop-cs6-gpu-faq1.html
    Me: Can we elevate this to the next level, please?
    Adobe: We have disabled Graphic Card drivers to check if you can launch the product and you were able to launch the product without using the Graphic Drivers.
    Me: Yes.
    Me: So PS CC 2014 will not work with this card?
    Adobe: Issue is with Graphic Card drivers, we can use Product with graphic Card
    Me: So PS CC 2014 will not work with this card?
    Adobe: Photoshop CC 2014 is compatible with AMD/ATI Radeon, 6000 series.
    Adobe: However you have issue with Graphic card drivers.
    Me: No, Adobe has an issue. And I have an issue with Adobe.
    info: Your chat transcript will be sent to [email protected] at the end of your chat.
    Me: And I'm not the first person to report it, either
    <long pause>
    Adobe: Please navigate to C:\Program Files\Adobe\Adobe Photoshop CC 2014
    Adobe: Locate sniffer folder and rename it ~sniffer.
    Adobe: *Locate sniffer file and rename it ~sniffer.
    Adobe: Before that, please re-enable your Graphic Drivers as well.
    Adobe: Once you done that, let me know.
    Me: No such folder. sniffer.exe is present, however
    Adobe: *Locate sniffer file and rename it ~sniffer.
    Adobe: Please rename  sniffer.exe to  ~sniffer.exe
    Me: Done
    Adobe: Just to confirm, if you have re-enabled your Graphic Drivers?
    Me: Yes
    Adobe: Now please re-launch Photoshop CC 2014 and check if you can launch it or same error.
    Me: No error. Program loads and runs.
    Adobe: Please close and re-run the product and check,
    Adobe: * I mean, close and re-launch
    Me: No error. Program loads and runs.
    Adobe: Okay
    Adobe: Sniffer file is related to Graphic Processor from Photoshop CC 2014.
    Adobe: You can keep it renamed and use the product.
    Me: What does sniffer.exe do and can I run PS CC 2014 without it?
    Adobe: You will be able to use the product without any issue.
    Me: I'm sorry that I had to push you for a solution
    Adobe: However I will suggest you to re-check with Graphic Provider and see if they have any drivers which you can use with Photoshop CC 2014, since issue is related to the Graphic Processor.
    Me: As of yesterday, they did not
    Adobe: I am sorry for the Inconvenience.
    Adobe: Is there anything else I can help you with?
    Me: No, thank you. Hopefully, the problem is resolved.
    Adobe: You will be able to use  the product, if any issue contact us back, we will check and help you accordingly
    Adobe: You are most welcome.
    Adobe: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.
    Adobe: Thank you for contacting Adobe. Good Bye.

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