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Shoshana5CE2
Participant
October 7, 2020
Question

Font tab in Creative Cloud not loading! (file tab isn't as well)

  • October 7, 2020
  • 4 replies
  • 1532 views

Hi all! I've synced fonts from typekit in the past with no problem, but a few weeks ago my fonts tab in my CC desktop app just stopped working - I just see the blue wheel perpertually loading. I thought maybe it was an issue with my account, but it worked just fine when I logged onto my Adobe account on another computer. Any idea what my issue could be? In my CC preferences tab, the enable/disable fonts box isn't even clickable - it is greyed out! I already tried the adding the extension .old to the com.adobe.accmac.plist file route and chatted with Adobe customer support reps online (4 different times!) and no one seemed to even understand my issue, let alone knew how to fix it! So far I've spend hours on this issue and have come up empty. I really need typekit for school so any advice would be much appreciated! 

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    4 replies

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    October 11, 2020

    what did the agent say/do?

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      October 7, 2020

      before going nuclear with your adobe files, you should probably undate your os. 

       

      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

      clear you oobe folder
      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 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
      use the desktop app to install your cc programs/trials

        I
        IHBJV
        Participant
        October 8, 2020

        Thanks for the help here.

        Unfortunately, it did not change anything.  I still can't activate or connect to any fonts.

        I do believe this trouble may have all started with Catalina, but can't prove it.

         

        What I have done so far:

        1. created a brand new user on my new macbook pro (running 10.15.7)

        2. installed everything as new from adobe

        3. when that didn't work, tried the above solutions

        4. still nothing.

        I saw someone posted about Brave browser possibly conflicting.  I'm deleting that and rebooting to see if that resolves the issue.
        I really wish I could visibly the see where underlying roadblock is. 

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        October 9, 2020

        using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

         

        click contact us (in the lower right)in the chat field,

        type AGENT

        be patient, it can take quite a while to reach a human

          kglad
          Community Expert
          kgladCommunity Expert
          Community Expert
          October 7, 2020

          check for updates to your cc app.  if there are updates, update your app.  if there are none:

           

          Delete the entire contents of the OOBE folder:

           

          1) Quit the Creative Cloud desktop app from the gear icon in the upper-right corner.

          2) Browse to the following location based on your operating system.

           

          A) Mac OS: /Users/<user folder>/Library/Application Support/Adobe/OOBE


          Note: The \Users\<user folder>\Library\ is hidden by default after 10.7. google enable access to hidden user library files | Mac OS 10.7 and later for instructions on accessing it or check https://helpx.adobe.com/creative-cloud/kb/unknown-server-error-launching-cc.html.

           

          B) Windows: C:\Users\<user folder>\AppData\Local\Adobe\OOBE


          Note: The AppData is hidden with Windows default settings. google Show hidden files, folders, filename extensions | Windows for instructions to show it or check https://helpx.adobe.com/creative-cloud/kb/unknown-server-error-launching-cc.html.

           

          3) reopen your cc app and sign in.

            S
            Shoshana5CE2Author
            Participant
            October 7, 2020

            Thank you for your help - I only had one file in the OOBE folder and I deleted it, but it made no difference. Still not loading 😕😕

            kglad
            Community Expert
            kgladCommunity Expert
            Community Expert
            October 7, 2020

            did you check for updates to your cc app?

             

            if so, and no updates were found:

             

            using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html


            click contact us (in the lower right)
            in the chat field, type AGENT
            be patient, it can take quite a while to reach a human

              kglad
              Community Expert
              kgladCommunity Expert
              Community Expert
              October 7, 2020

              first try, resetting the cc app: To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:

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

                S
                Shoshana5CE2Author
                Participant
                October 7, 2020

                Thanks- but this did nothing for me. I've logged in and out many times - but it doesn't help. I am on an older mac and perhaps it has something to do with my CC not being the newest version? I'm unsure though, as it was working for me just a month or two ago. 

                 

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