Please provide us with the following logs:
You can find them at:
Installer logs
For Mac:
Library\Logs\Adobe\Installer
For Win:
Program Files(x86)\Common Files\Adobe\Installers
You can zip all the files together and send us through mail. This would help us in finding the root cause.
Appreciate your help. Apologize for the inconvenience.
Regards,
Ashutosh