GenP

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.

• Download the Adobe Creative Cloud Cleaner Tool
• Run the tool as Administrator
• Select "All Adobe Products" for a full cleanup
• Restart your PC before reinstalling

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Adobe software depends on system libraries that may be missing or outdated.

• Install the latest Visual C++ Redistributables (install both x86 and x64)
• Ensure the latest version of the .NET Framework is installed

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?