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SW-Creative
Participant
February 6, 2024
Answered

Major issue - Adobe's ending of of Cloud Syncing seems to have damaged windows explorer for many

  • February 6, 2024
  • 67 replies
  • 34385 views

Many creative cloud users are reporting that in the past day windows explorer has become very slow with everyone experiencing the same problem.  Clicking on folders/files in file explorer causes the cursor to flash 3 times and takes 2-3 seconds to load the folder/file on any disk drive.

 

The posts below are starting to pop up in reddit help communities and the common factor is that everyone has Creative Cloud installed.  I am experiencing this myself on my work system.  Adobe needs to get an emergency fix put out for this.

 

https://old.reddit.com/r/WindowsHelp/comments/1akdopd/windows_10_file_explorer_bug_loading_cursor/

https://old.reddit.com/r/WindowsHelp/comments/1akadgc/file_explorer_delayed_response/

https://old.reddit.com/r/WindowsHelp/comments/1ak85h8/file_explorer_very_slow_clicking/

 

 

    Correct answer Ruchika Wadhawan
    Hi Everyone, we have the fix rolled out for this problem. Please follow the steps below to see to apply the update:
    1. Close any opened File explorer windows.
    2. Open Creative Cloud Desktop App.
    3. From the Help menu -> Select 'Check for Updates'.
    4. This should fetch the latest updates for Creative Cloud Desktop App and will be automatically applied.
    5. Once update is applied, open File explorer and problem should no more be there.
    Note: If you are facing any issue in applying the latest update or still see this problem on your machine, please navigate to C:\Program Files\Common Files\Adobe\Adobe OS Extension and rename the file (if present) 'AdobeExplorerExtensionCore.dll' to 'temp_AdobeExplorerExtensionCore.dll'
    Please upvote this comment if the problem gets resolved.
     
    Regards,
    Ruchika Wadhawan

    67 replies

    Show previous replies
    Ruchika Wadhawan
    Adobe Employee
    Ruchika Wadhawan
    Adobe Employee
    February 7, 2024

    @Viki.Mellow Shared the meeting invite. Could you check your DM

      edh45263329
      edh45263329
      Participating Frequently
      February 7, 2024

      Feel free to send the link to me too! 

      edh45263329
      edh45263329
      Participating Frequently
      February 7, 2024

      Log file: AdobeLogs_20240207_104332_027-win-GS.zxp

      D
      defaultjrqc69z15p8t
      Participant
      February 7, 2024

      Yes  you have my permission to send the link.

      M
      Maximus.65
      Participant
      February 24, 2024

      The issue is undoubtedly NOT solved.

      I have Creative Cloud 6.1.0.587, the latest available right now for Win10.

      Browsing through Windows Explorer is painfully slow.

       

      Solution: Rename the file C:\Program Files\Common Files\Adobe\Adobe OS Extension\AdobeExplorerExtensionCore.dll to some other name.

      After this, my Windows Explorer was fast again. It was instantaneous. No logout/login was needed.

       

      I was getting so desperate, I started to think I had malware and was almost ready to reinstall the whole OS. Well, it's possible the malware part might not be entirely unfounded 😉

        B
        bruceb60914094
        Participating Frequently
        March 10, 2024

        Maximus.65 you are a lifesaver on this one for sure.

        Like the rest that have posted here I was going around the bend on this considering have system reinstalled etc etc.

        THANK YOU FOR POSTING THIS FIX.

        BB

          V
          Viki.Mellow
          Participant
          February 7, 2024

          @Ruchika Wadhawan
          Hello, yes it is possible. You can contact me via DM.

          J
          jenniferg50649652
          Participant
          February 7, 2024

          @Ruchika Wadhawan Okay, well, you have my permission.

          C
          Christian24221666fscx
          Participant
          February 7, 2024

          same problem here on three different workstations.

          the delay is worse on win10 than on win11

          Ruchika Wadhawan
          Adobe Employee
          Ruchika Wadhawan
          Adobe Employee
          February 7, 2024

          Thank you @Viki.Mellow @jenniferg50649652 @Rasenmaeher  for sharing the log files with us. We require some additional details from your machines to further investigate this. Is it possible for you to connect with us over a remote debugging session. If yes, I can share the meeting link with you via DM.

           

          Regards,

          Ruchika Wadhawan

            R
            Rasenmaeher
            Participant
            February 7, 2024

            Hi,

            I sent the log file (AdobeLogs_20240207_111405_870-win-GS.zxp).

             

            Betriebsystemname Microsoft Windows 10 Pro
            Version 10.0.19045 Build 19045
            Zusätzliche Betriebsystembeschreibung Nicht verfügbar
            Betriebsystemhersteller Microsoft Corporation
            Systemname XXX
            Systemhersteller FUJITSU
            Systemmodell ESPRIMO P958
            Systemtyp x64-basierter PC
            System-SKU
            Prozessor Intel(R) Core(TM) i7-9700 CPU @ 3.00GHz, 3000 MHz, 8 Kern(e), 8 logische(r) Prozessor(en)
            BIOS-Version/-Datum FUJITSU // American Megatrends Inc. V5.0.0.13 R1.32.0 for D3602-A1x, 25.08.2023
            SMBIOS-Version 3.2
            Version des eingebetteten Controllers 255.255
            BIOS-Modus UEFI
            BaseBoard-Hersteller FUJITSU
            BaseBoard-Produkt D3602-A1
            BaseBoard-Version S26361-D3602-A1
            Plattformrolle Desktop
            Sicherer Startzustand Aus
            PCR7-Konfiguration Erweiterung zum Anzeigen erforderlich
            Windows-Verzeichnis C:\Windows
            Systemverzeichnis C:\Windows\system32
            Startgerät \Device\HarddiskVolume1
            Gebietsschema Deutschland
            Hardwareabstraktionsebene Version = "10.0.19041.3636"
            Benutzername XXX
            Zeitzone Mitteleuropäische Zeit
            Installierter physischer Speicher (RAM) 32,0 GB
            Gesamter physischer Speicher 31,8 GB
            Verfügbarer physischer Speicher 22,8 GB
            Gesamter virtueller Speicher 36,6 GB
            Verfügbarer virtueller Speicher 22,6 GB
            Größe der Auslagerungsdatei 4,75 GB
            Auslagerungsdatei C:\pagefile.sys
            Kernel-DMA-Schutz Aus
            Virtualisierungsbasierte Sicherheit Nicht aktiviert
            Unterstützung der Geräteverschlüsselung Erweiterung zum Anzeigen erforderlich
            Hyper-V - VM-Monitormoduserweiterungen Ja
            Hyper-V - SLAT-Erweiterungen (Second Level Address Translation) Ja
            Hyper-V - Virtualisierung in Firmware aktiviert Ja
            Hyper-V - Datenausführungsverhinderung Ja

            V
            Viki.Mellow
            Participant
            February 7, 2024

            Hello,
            I sent the log file as instructed. (AdobeLogs_20240207_110649_504-win-GS)

            msinfo32 (deleted my Pc name just in case):
            Betriebsystemname Microsoft Windows 10 Pro
            Version 10.0.19045 Build 19045
            Zusätzliche Betriebsystembeschreibung Nicht verfügbar
            Betriebsystemhersteller Microsoft Corporation
            Systemname DESKTOP-9NO13MS
            Systemhersteller ASUS
            Systemmodell System Product Name
            Systemtyp x64-basierter PC
            System-SKU SKU
            Prozessor AMD Ryzen 7 7700X 8-Core Processor, 4501 MHz, 8 Kern(e), 16 logische(r) Prozessor(en)
            BIOS-Version/-Datum American Megatrends Inc. 0326, 21.04.2023
            SMBIOS-Version 3.5
            Version des eingebetteten Controllers 255.255
            BIOS-Modus UEFI
            BaseBoard-Hersteller ASUSTeK COMPUTER INC.
            BaseBoard-Produkt TUF GAMING A620-PRO WIFI
            BaseBoard-Version Rev 1.xx
            Plattformrolle Desktop
            Sicherer Startzustand Aus
            PCR7-Konfiguration Bindung nicht möglich
            Windows-Verzeichnis C:\Windows
            Systemverzeichnis C:\Windows\system32
            Startgerät \Device\HarddiskVolume1
            Gebietsschema Deutschland
            Hardwareabstraktionsebene Version = "10.0.19041.3636"
            Zeitzone Mitteleuropäische Zeit
            Installierter physischer Speicher (RAM) 32,0 GB
            Gesamter physischer Speicher 31,1 GB
            Verfügbarer physischer Speicher 21,8 GB
            Gesamter virtueller Speicher 49,1 GB
            Verfügbarer virtueller Speicher 34,2 GB
            Größe der Auslagerungsdatei 18,0 GB
            Auslagerungsdatei C:\pagefile.sys
            Kernel-DMA-Schutz Aus
            Virtualisierungsbasierte Sicherheit Nicht aktiviert
            Unterstützung der Geräteverschlüsselung Ursachen dafür, dass die automatische Geräteverschlüsselung nicht erfolgreich war: Die PCR7-Bindung wird nicht unterstützt., Unzulässige DMA-fähige Busse/Geräte erkannt
            Hyper-V - VM-Monitormoduserweiterungen Ja
            Hyper-V - SLAT-Erweiterungen (Second Level Address Translation) Ja
            Hyper-V - Virtualisierung in Firmware aktiviert Ja
            Hyper-V - Datenausführungsverhinderung Ja

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