Inspiring

Question

Creative Cloud Desktop Repetitive Failures

Forum|Forum|1 year ago
July 10, 2024
3 replies
5225 views

I have Creative Cloud Desktop on my Windows 11 computer and it usually works for about three updates of any Adobe apps and then it fails.

Every time that happens, I have to remove Creative Cloud Desktop with the Adobe app (AdobeCreativeCloudCleanerTool.exe) and reinstall from the Adobe website.

That works well but it is very annoying. What is happening to Creative Cloud Desktop to stop working so often?

Is that a known problem? Isn't there a solution?

App installs and updates

RG631971

Known Participant

I have the same problem on a Windows 10 computer. Creative Cloud Desktop works for a couple of starts then somehow the autoupdate gets turned on and when it goes to update will not do so based on any of the "normal" advice Adobe provides. Have spent hours with tech support on numerous occasions. Usually about every couple of months. Only difference I do not have any computer related glitches. This is just a software failure. Usually get it to install after a couple of days work. Now it will not install at all and, as luck would have it the other apps do not work because Adobe CC, the key to their entire suite, is not functional software.

SdeGatAuthor

Inspiring

Sorry to hear that we're sharing this issue @RG631971 😕😕

I'm not having computer glitches either; my system is working fine. So are all my other software. LrC is the only one giving me problems and the one I use the most. 😩

Ruchika Wadhawan

Adobe Employee

Hi @SdeGat Sincere apologies for such delayed response. This seems to be some anti-virus issue on your system tampering with the permissions. Could you please try out the following solutions:

1. Check and Restore Folder Permissions

Navigate to:C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ElevationManager
Right-click the ElevationManager folder → Select Properties.
Go to the Security tab and check if Administrators and SYSTEM have Full Control.
If permissions are missing, click Edit, select Administrators, and check Full Control.
Click Apply and OK.

2. Check File Ownership & Permissions:

Run the following command on cmd:
icacls "C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ElevationManager"

If permissions are missing, reset them:

takeown /f "C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ElevationManager" /r /d y
icacls "C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ElevationManager" /grant Administrators:F /t

3. Verify Antivirus or Security Software

Some security tools may flag ElevationManager as a false positive. 
To prevent this: Add ElevationManager.exe as an exclusion in your antivirus software.
If possible, temporarily disable the antivirus and check if CCD works correctly.

4. Check AV Logs for False Positives:

Open Windows Security → Virus & Threat Protection → Protection History or (Third-party AV)
Look for any quarantined or blocked Adobe files.
If found, whitelist the folder in Windows Defender / Third-party AV.

5. Check Windows Event Logs (For Advanced Debugging)

If the issue persists, 
you can check Windows Event Viewer logs for errors: Press Win + R, type eventvwr, and press Enter. 
Navigate to Windows Logs → Application. 
Look for Adobe Desktop Service or ElevationManager errors and share the details with us.

Regards,

Ruchika Wadhawan

Adobe Employee

Hi @SdeGat ,

Could you please assist us by sharing the Creative Cloud logs using the Log Collector Tool for our investigation? Here are the steps to collect the logs:

From the Creative Cloud menu, select Help -> Create Log File.
Follow the instructions to collect and upload the logs.
Share the file name with us.

Additionally, please provide the antivirus logs/reports along with the Event Viewer logs.

We would also appreciate it if you could share your availability for a remote debugging session with the Creative Cloud Engineering team. The team is typically available between 10 AM to 7 PM IST, but we are happy to accommodate your time zone as well.

Thank you.

Regards,
Ruchika Wadhawan

SdeGatAuthor

Inspiring

Hello @Ruchika Wadhawan, I have created and uploaded the log file as suggested.

I don't know if the log file will contain much info as I had to reinstall Creative Cloud Desktop from scratch yesterday.

I'd be happy to run a remote debugging session as necessary.

File: AdobeLogs_20240711_045739_102-win-GS.zxp

kglad

Community Expert

have you tried a reset?

SdeGatAuthor

Inspiring

A reset of the computer I assume. Yes, no difference.

Actually, the issue usually pops up right after boot up in the morning.

Maybe when Creative Cloud Desktop updates itself? (or tries to when it fails)

kglad

Community Expert

no, a reset of the cc desktop app.

try to see this from my prespective: i don't know exactly what you mean by the cc desktop app failing. eg, in what way does it fail? does it fail to open? do you see an error message? does it fail to list your installed apps? something else?

further, i do not know what you've tried to fix the problem other than using the cleaner to remove something. ie, do you remove everything cc with the cleaner? do you use the cc desktop uninstaller first? etc

anyway, don't bother answering what you've done to fix the problem. first, describe the problem then i can determine whether a reset is all that's needed, or maybe a repair, or maybe you do indeed need to do a reinstall and maybe even a clean reinstall.

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