Inspiring

Answered

CoreSyncCustomHook has stopped working

Forum|Forum|8 years ago
August 7, 2017
5 replies
6157 views

I'm getting this message a number of times each day. Here is the crash info if that is any help:

Problem signature:

Problem Event Name: APPCRASH

Application Name: CoreSyncCustomHook.exe

Application Version: 2.4.1.530

Application Timestamp: 596dbd79

Fault Module Name: StackHash_81e1

Fault Module Version: 0.0.0.0

Fault Module Timestamp: 00000000

Exception Code: 00000000

Exception Offset: 00000000

OS Version: 6.1.7601.2.1.0.256.48

Locale ID: 1033

Additional Information 1: 81e1

Additional Information 2: 81e1abb6bc6004bfabbf4ebe846bca34

Additional Information 3: b199

Additional Information 4: b1999ae605f2a646226b30555befe9fd

I looked through the forums and support FAQs and found a thread from 2014/15 that was similar. One of the proffered solutions was to disable syncing of files and/or fonts, but when I open Creative Cloud preferences those options are grayed out, even when I run as administrator. I've tried de-installing and installing CC but to no avail.

Running on Win7 Pro, HP z240 workstation, PS CC and Bridge installed. I had the same software on my previous system; just got this one last week, all updates installed.

Thanks,

Dick

File sync

This topic has been closed for replies.

Correct answer richardb13212948

I think I've narrowed it down by disabling Bitdefender's "Safe Files" feature, which protects against ransomware attacks at boot time. I haven't gotten the failure with this turned off.

The Bitdefender Safe Files setting is definitely the answer; I won't miss it. Also, it's interesting that I am now able once again to change the CC preferences for turning on/off sync of files and fonts. I guess the only remaining question is why did these problems not occur with my old system that had AFAIK exactly the same software running?

Many thanks to everyone who helped fix this problem.

M

Martneil08

Participant

Hi,

I'm also getting the same error. I completely flattened and reinstalled my copy of Windows 7 and reinstalled all the software from new. Ever since then I've been getting this error and having searched I came across this thread - and yes, when I rebuilt I installed Bitdefender for the first time !!

Has anyone come up with a solution to this yet, short of disabling my AV which, as mentioned above is not a solution? I have tried listing CoreSyncCustomHook.exe as a trusted application in Bitdefender but it still crashes.

Many thanks

Neil

santhoshis82670101

Participant

Hi Richard,

Could you please collect the dump by running the below registry setting to get the dump file generated at the path %LOCALAPPDATA%/CrashDumps and share us the dump available at that path related to coresync executable.

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows
Error Reporting\LocalDumps]

"DumpFolder"=hex(2):25,00,4c,00,4f,00,43,00,41,00,4c,00,41,00,50,00,50,00,44,\

00,41,00,54,00,41,00,25,00,5c,00,43,00,72,00,61,00,73,00,68,00,44,00,75,00,\

6d,00,70,00,73,00,00,00

"DumpCount"=dword:00000010

"DumpType"=dword:00000002

R

richardb13212948Author

Inspiring

OK, here's this mornings crash

https://files.acrobat.com/a/preview/cb08a2bf-fdad-4570-9740-ebb4ec3f4f2f

R

Ramesh_Encore

Adobe Employee

Hi Richard,

Thanks a lot for the crash dump. It would really help the engineering team. Could you also please send the logs from your system using Log Collector Tool ?

Regards,

Ramesh.

H

huntingtonmechlabs

Participating Frequently

Hi,

I have the exact same problem, exact same problem signature. Windows 7 Pro 64-bit, CC has been installed for over two years with only minor hiccups in that time. All updates have been applied as received.

In my case nothing has changed that would indicate this is because of a new install, changes or any other reasons. I too do not intend to just uninstall everything and reinstall as it takes hours and there is still no guarantee it will work.

Any possibility this is from a recent CC update?

R

richardb13212948Author

Inspiring

Interesting. All I know is that on my old system (Asus desktop) that this one (HP workstation) replaced, I was running the exact same set of software with all updates and no such failures. I take that back, the old one had Win7 Home and the new one is Win7 Pro. I was basically running them side by side for several days while I migrated everything over. Of course the new system is by a different manufacturer and some drivers, etc., are also different. I updated all the drivers as per instructions, and all of a sudden the HP-provided mouse wasn't recognized by the Microsoft mouse utility, so had to back up to the old version, so lots of weird things happen in the software world that we mortals can't understand.

kglad

Community Expert

is there anything unusual about your installation? eg, installing on a virtual drive or any non-default settings?

if not:

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

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

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

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 3 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

R

richardb13212948Author

Inspiring

It's a very plain vanilla installation. I'd like not to uninstall/reinstall everything right now, but will as a last resort.

However, I would like to try turning off syncing to see if that helps as a quick fix; I don't really need font syncing anyway. Can anyone explain why the options to turn them off are not allowed in the CC app? Both file and font syncing are shown "On" but grayed out so they can't be changed, even as admin user.

Thanks,

Dick

R

Ramesh_Encore

Adobe Employee

Hi Richard,

Could you please send the complete crash log? Also it would really help if you can elaborate a little more on this?

When do you see this crash? While installing or just anytime during the day? Or while doing anything in particular?
Could you please try logging out of Creative Cloud and logging in again ?
Have you installed Creative Cloud with any user other than admin user?

Regards,

Ramesh.

Steve Werner

Community Expert

Moving to Adobe Creative Cloud forum

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