Participant

Answered

Adobe Fonts won't work with Creative Cloud Version 4.9.0.504

Forum|Forum|5 years ago
October 16, 2020
14 replies
14461 views

First time posting here; hoping someone from Adobe can help.

I recently discovered that Adobe Fonts are no longer syncing to my Creative Cloud application. I'm able to sign in to fonts.adobe.com in a browser and activate / deactivate fonts just fine. But when I open the Creative Cloud desktop application and click the Fonts tab, none of the activated fonts appear; I just get the attached window that says "Loading Fonts Panel" with an endlessly spinning wheel.

What's odd is that fonts that I'd activated months / years ago in Adobe Fonts (some activated back when it was still called Typekit, I believe) are still available to use in InDesign, Photoshop, Illustrator. However, fonts that I just tried activating today won't display in those applications.

Here's where I suspect my issues are stemming from, but I'd appreciate an expert diagnosis:

I'm on a Mac Pro Early 2008 running OS X El Capitan Version 10.11.6.

I'm on Creative Cloud App Version 4.9.0.504, and using InDesign CC 2018, Photoshop CC 2018, and Illustrator CC 2018.

I realize those things are all old and outdated. I'm unable to update my OS past 10.11.6 given the age of my computer, which I understand means my Creative Cloud application can't be updated either.

What I don't understand, however, is that I was able to activate new Adobe Fonts in the very recent past, and now all of a sudden, I no longer can get them to work! Did Adobe recently completely discontinue Adobe Fonts support for the CC version I have installed? If not, what might explain why?

I'd really appreciate any advice. Thanks!

Correct answer a___a

Hello,

tl;dr: SOLUTION via Adobe Japan 🎉:

About the problem that synchronization became impossible in macOS 10.11 or earlier (Adobe Support Community – Japan)

You'll probably have to run this post through a translator.
The text in the screenshots will still be in Japanese.
I summarize the steps (in English) below.

---

Thank you to everyone in here. I ran into this a few weeks ago and finding this thread was heartening. Well, as much as an unsolvable, work-interrupting, difficult to work around bug can be 🙂

This thread was the only place I was able to find with any information related to this specific issue (I'm on 10.11.6). I basically gave up and planned to:

Find the individual fonts I needed and install them manually so I could work.
Upgrade to some newer version of the OS or possibly get a new computer.

Long story short, I posted this question on another forum, and someone* kindly responded with this exact problem and a solution... FROM ADOBE JAPAN!!

Note to self: When researching a problem like this, instruct the search engine to include non-English message boards!

(*This person is an Adobe Plug-in developer. They were familiar with this issue because they have to run their plug-ins in a number of different environments, including *older* ones.

I told them I was going to post this information in *this* forum, and asked if they would like credit. They said "no". But if you read this: Thank you again so much!!)

If you go to the link above, you'll find very thorough instructions (along with some very polite and courteous comments) from Adobe Japan (@KingPenguin94 | Adobe Staff | Sep 15, 2020).

ex:

> We apologize for the inconvenience and inconvenience caused.
> We will be careful not to cause such problems in the future.

I'll summarize the procedure here for English-translated-posterity and cross-referencing. But you should definitely go to the original post and read through that:

---

Cause:

Creative Cloud.app updated at some point ~September 2020.
2 utility apps (that are needed for "Fonts" syncing) were automatically updated to versions that are not compatible with Mac OS 10.11.6.
This should not have happened. But I guess CC.app got a little overzealous 🙂

Instructions (overview):

In Creative Cloud.app: Disable "Keep your Creative Cloud desktop up to date"
Download the linked .DMG which contains the following patch files (older versions of these utility apps that work with 10.11.6):
- ACCFinderBundleLoader.app (4.3.51.3) [Modified: Monday, July 13, 2020 at 2:14 AM]
- Core Sync.app (4.3.51.3) [Modified: Monday, July 13, 2020 at 2:15 AM]
Relevant Paths:
- `/Applications/Utilities/Adobe Sync/CoreSyncExtension/` ⬅ ACCFinderBundleLoader.app
- `/Applications/Utilities/Adobe Sync/Core Sync/` ⬅ Core Sync.app
Quit all Adobe processes via Activity Monitor.app
Remove the old versions of these apps
Copy in the new versions

Now you can launch Creative Cloud.app and the Fonts panel should load.

Additional Information:

The first time I attempted to copy the 2x older versions of ACCFinderBundleLoader.app and Core Sync.app, the Finder indicated that they were STILL not compatible. Icon + white circle with a slash. But ONLY when they were in the exact location that they needed to be in. I *could* double click them, and they would open from their mounted .DMG, the Desktop, etc. I tried a number of things that I won't bore anyone with. Because I eventually just restarted and then the files appeared to be fine (not circle with a slash), launched, and everything worked as expected. So if you run into this, save yourself some time, and restart first, to see if that clears it up.

I didn't need to do Step 5: Rename the CoreSync folder.

To reiterate Step 1 above: Probably don't update Creative Cloud.app if you can help it. In fact, I just re-tested, and am seeing a blue bar at the top of the app: "Creative Cloud app updates available" and a "Proceed" button. The "Files" and "Fonts" panels are greyed out with a message telling me to upgrade. Which is different than when I first applied this fix. I'm not going through with this update because I don't want anything to break. But I wouldn't be surprised if it broke "Fonts" again BUT I was able to re-apply the patch files and get back to work. But I can't chance that right now 🙂

---

I hope this helps everyone who's posted in this thread and anyone that stumbles onto it (like me).

M

mecasual

Participant

Thank you, thank you, thank you! When this happened I called support and they said buy a new computer and they no longer support the font activation on CC for my version of Mac OS (10.11.6). I asked if they had the older app version of CC I could install and they said no. It just didn't make sense that Adobe would not allow font activation with a paid subscription. I kept searching and this thread finally showed up. Thanks again!

jusjeff

Participating Frequently

Adobe support logged into my computer and the tech could not fix, told me the same thing, I even posted the link for him to try, but he ignored it. (I admit, I just wanted to see if he could fix it)

So after he told me to upgrade I followed the steps and fixed it myself, glad it worked for you too.

J

Jonathan Newman

Known Participant

Brilliant glad you got it sorted.

jusjeff

Participating Frequently

I can confirm that this is the fix, and yes I also did not rename the CoreSync folder on step 5. I thought I would let the Adobe tech fix mine, but he could not, when I posted him these links he replied to contact Apple and update the OS, which is not an option.

So be sure to download those patch files!

J

Jonathan Newman

Known Participant

HI all.

The fix for this is to Uninstall Adobe Creative Cloud desktop, reinstall, and let it update.

Fonts will re-appear.

A

a___aCorrect answer

Participant

Hello,

tl;dr: SOLUTION via Adobe Japan 🎉:

About the problem that synchronization became impossible in macOS 10.11 or earlier (Adobe Support Community – Japan)

You'll probably have to run this post through a translator.
The text in the screenshots will still be in Japanese.
I summarize the steps (in English) below.

---

Thank you to everyone in here. I ran into this a few weeks ago and finding this thread was heartening. Well, as much as an unsolvable, work-interrupting, difficult to work around bug can be 🙂

This thread was the only place I was able to find with any information related to this specific issue (I'm on 10.11.6). I basically gave up and planned to:

Find the individual fonts I needed and install them manually so I could work.
Upgrade to some newer version of the OS or possibly get a new computer.

Long story short, I posted this question on another forum, and someone* kindly responded with this exact problem and a solution... FROM ADOBE JAPAN!!

Note to self: When researching a problem like this, instruct the search engine to include non-English message boards!

(*This person is an Adobe Plug-in developer. They were familiar with this issue because they have to run their plug-ins in a number of different environments, including *older* ones.

I told them I was going to post this information in *this* forum, and asked if they would like credit. They said "no". But if you read this: Thank you again so much!!)

If you go to the link above, you'll find very thorough instructions (along with some very polite and courteous comments) from Adobe Japan (@KingPenguin94 | Adobe Staff | Sep 15, 2020).

ex:

> We apologize for the inconvenience and inconvenience caused.
> We will be careful not to cause such problems in the future.

I'll summarize the procedure here for English-translated-posterity and cross-referencing. But you should definitely go to the original post and read through that:

---

Cause:

Creative Cloud.app updated at some point ~September 2020.
2 utility apps (that are needed for "Fonts" syncing) were automatically updated to versions that are not compatible with Mac OS 10.11.6.
This should not have happened. But I guess CC.app got a little overzealous 🙂

Instructions (overview):

In Creative Cloud.app: Disable "Keep your Creative Cloud desktop up to date"
Download the linked .DMG which contains the following patch files (older versions of these utility apps that work with 10.11.6):
- ACCFinderBundleLoader.app (4.3.51.3) [Modified: Monday, July 13, 2020 at 2:14 AM]
- Core Sync.app (4.3.51.3) [Modified: Monday, July 13, 2020 at 2:15 AM]
Relevant Paths:
- `/Applications/Utilities/Adobe Sync/CoreSyncExtension/` ⬅ ACCFinderBundleLoader.app
- `/Applications/Utilities/Adobe Sync/Core Sync/` ⬅ Core Sync.app
Quit all Adobe processes via Activity Monitor.app
Remove the old versions of these apps
Copy in the new versions

Now you can launch Creative Cloud.app and the Fonts panel should load.

Additional Information:

The first time I attempted to copy the 2x older versions of ACCFinderBundleLoader.app and Core Sync.app, the Finder indicated that they were STILL not compatible. Icon + white circle with a slash. But ONLY when they were in the exact location that they needed to be in. I *could* double click them, and they would open from their mounted .DMG, the Desktop, etc. I tried a number of things that I won't bore anyone with. Because I eventually just restarted and then the files appeared to be fine (not circle with a slash), launched, and everything worked as expected. So if you run into this, save yourself some time, and restart first, to see if that clears it up.

I didn't need to do Step 5: Rename the CoreSync folder.

To reiterate Step 1 above: Probably don't update Creative Cloud.app if you can help it. In fact, I just re-tested, and am seeing a blue bar at the top of the app: "Creative Cloud app updates available" and a "Proceed" button. The "Files" and "Fonts" panels are greyed out with a message telling me to upgrade. Which is different than when I first applied this fix. I'm not going through with this update because I don't want anything to break. But I wouldn't be surprised if it broke "Fonts" again BUT I was able to re-apply the patch files and get back to work. But I can't chance that right now 🙂

---

I hope this helps everyone who's posted in this thread and anyone that stumbles onto it (like me).

hopeti

Known Participant

You made my day!!!

I have been totaly helpless. I can’n explain how much trouble you’ve saved me mith your weldone explanation. Thanks and thousand thanks!

L

lprass

Participant

Unbelievable! Buying a new MAC cannot be the only option <o> They should at least give a discount to everyone that is unable to use fonts from TypeKit, I'm feeling injured by not having access to this major feature.

B

billk23341249

Participant

Have the same problem. Got sorry for the inconvenience this has caused.

A

adrianc69039875

Participant

Hello,

I am also having the exact same issue. My work Mac is old and can't update past MacOS 10.11.6 therefore 4.9.0.504 is the most current version of CC that I can run.

I just spent 30 minutes on the support chat with Adobe. They had me kill all the Adobe processes in Activity Monitor, sign in and out, restart, the typical support things. After a while I was told that there is a bug in 4.9.0.504 and I'd have to update to a newer version of CC in order to fix it which, as explained above, I can't do. SO, it look slike we're just screwed and Adobe won't do anything about it. I'll include the end of our chat below for context.

Adobe tech: As I have checked it is a bug and suggest you to please upgrade your mac so that you can upgrade CC apps too

Me: I cannot do that. 10.11.6 is the most current version of the MacOS I can run. Are you saying there is no way for me to get fonts to sync unless I update my Mac?

Adobe tech: Yes As the version of Creative cloud application is very old and do not have more further update.

georgeheathcote

Participant

Same here. The fonts just take an absolute AGE to download. Fuming as I have a deadline for some really important logos and can't use the fonts I want!

merkinno1234

Participating Frequently

I thought I was going crazy, but some of my designers are having the same issue. Fonts weren't syncing to my computer and I was able to toggle the Fonts switch under Creative Cloud File Syncing Preferences.... but no one else seems to have the Services tab to allow me to do this on other machines. We just able missed a very important meeting because we couldn't activate/access fonts that were just active yesterday. Mind you the designer who initially told me about this issue is running a brand-spankin new Mac (only 2 months old), on the lastest OS, with the latest CC installed. The Adobe teams customer service is MIA.

REALLY NEED A SOLUTION HERE ADOBE! We are paying you thousands a years, the least you can do is provide timely customer service the one time we need it!

jctremblay

Community Expert

Major outage at Adobe servers. Might take a few hours.
Follow status of services here: https://status.adobe.com

A

andreasl1924103

Participant

[abuse removed by moderator]

B

bej1111

Participant

I never got it to work, it works on and off spontaneously, but I have deadlines and can't keep messing this something this simple. Found google fonts works perfectly until this is fixed.

jctremblay

Community Expert

This just happended to me in front of my eye. The ƒ and the services for Adobe Fonts completely disappears in CC Desktop app 5.3.1.470 On Mac 10.5.7 and also on my Windows 10.

What teh heck Adobe?

@

@Lis_T

Participant

I'm in a similar boat — no font icon in my Creative Cloud desktop app now. It (CC app) was giving me error codes, so after some searching lead me to uninstall and reinstall the desktop CC app. I'm logged into my account, I've looked in preferences — just at a loss here. Any help would be appreciated!

CC app v5.3.1.470

OS v10.15.5
late 2016 MacBook Pro touch

allison2222

Participant

I am having this same issue. I just got offline with support and was essentially told I need to get a new computer and download the latest Creative Cloud apps (current computer is older and cannot update beyond El Capitan). If anyone does find a resolution/workaround to this problem, please let me know!

Show more replies

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded