Skip to main content
T. Durey
T. Durey
Participant
October 2, 2024
Question

(Needs Help) Creative Cloud restarts 12th Gen Intel Core i9-12900K 32GB RAM, Intel UHD Graphics 770

  • October 2, 2024
  • 2 replies
  • 231 views

Hi,

 

I need some help atm: I have the year long all apps plan on creative cloud, but every single app reboots the PC when doing anything GPU related. Even when disabling "use GPU" in the individual app preferences.
Motherboard is Gigabyte Technology H610M S2H DDR4. The CPU is a 12th Gen Intel Core i9-12900K, there's 32GB of RAM and the graphics are Intel UHD Graphics 770. Harddrive is an internal Samsung SSD named MKNSSDEV2TB-D8 with 2TB and about 600GB free space. OS is Windows 11 Pro 23H2 build 22631.4249 - Windows Feature Experience Pack 1000.22700.1041.0

Can anyone please help me resolve this issue?

Thank you.

This topic has been closed for replies.

2 replies

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 2, 2024

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 and you have windows, open your control panel > add/remove programs > cc desktop app > repair

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>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

T. Durey
T. DureyAuthor
Participant
October 7, 2024

Hi kglad,

 

I followed all the steps that you outlined, but the immediate reboot when I use photoshop, illustrator, aftereffects or premiere insists. You say I probably have a corrupt user account? Is that a corrupt microsoft account? Or Adobe?

If you can think of other reasons and fixes as to why it reboots the PC, they are more than welcome.

 

Grtz

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 7, 2024

that would be an os user account. but contact adobe support.  there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, 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/x:
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.

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 2, 2024

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



<"moved from using the community">
Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices