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Participant
July 23, 2023

Creative Cloud app fails to initialize on launch

  • July 23, 2023
  • 4 replies
  • 376 views

Hello,

 

I have purchased the Photo plan yesterday (Ps+Lr) and downloaded the Creative Cloud app for desktop (Win 10). I have been trying to get it to launch for almost 1 full day now, to no avail. It's getting really frustrating - I've paid for a plan and I can't access my content from day 1.
I have tried every solution that I could find on the topic:
-Windows is up to date
-Repaired all the Microsoft Visual C++ that I have installed
-Tried uninstalling with the official Adobe uninstaller and cleaner and reinstalling again

-Tried quitting the app and restarting (numerous times)
I am mega frustrated at this point. How can a product be so faulty and still charge that amount of money for it?

4 replies

Inspiring
September 19, 2023

Right

kglad
Community Expert
Community Expert
July 25, 2023

then contact adobe support by chat.  there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

Participant
July 25, 2023

Thanks, but didn't I just mention that I went through ALL that and it still doesn't work? 

kglad
Community Expert
Community Expert
July 23, 2023

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall using*


if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.