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Louis5CF7
Participant
March 6, 2021
Question

Creative Cloud App Problem

  • March 6, 2021
  • 1 reply
  • 719 views

Hi.

A message came up on Adobe Creative Cloud stating that there was a problem with the software and it needed to be reinstalled.  When I tried doing this, a message came up saying that there was a problem with the installation process and this took me to the troubleshooter page, where it told me the software was not genuine.  I am confused because when I purchased Creative Cloud, I got it directly from the Adobe website so I do not see how my Creative Cloud is not genuine.  Is anyone able to help me?

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1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
March 6, 2021

first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

uninstall every cc app 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
check for, and if available, update your os
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

L
Louis5CF7Author
Participant
March 6, 2021

I have tried what I can but unfortunately, I was not able to reset the cc desktop app.  As a matter of fact, whenever I try to open it, it fails to do so and a question mark appears on top of the creative cloud logo.  I have tried uninstalling it using the creative cloud unistaller but that has not worked either because the message "uninstallation of creative cloud desktop completed with errors" appears.  I can clearly see that the app is still on my mac.  I can't even open the app to uninstall photoshop, illustrator and the other creative cloud apps.  I am not sure what I should do here.

kglad
Community Expert
kgladCommunity Expert
Community Expert
March 6, 2021

did you try reparing with the uninstaller?

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