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northern plainsi82586253
Participant
Jul 13, 2022 4:45 PM UTC
Question

Windows File Explorer freezes when Creative Cloud is active

I'm having trouble with Windows File Explorer taking a long time to load, and sometimes even freezing, when I have Creative Cloud actively syncing on my PC.  It does not seem to freeze or load slowly when I have Creative Cloud syncing paused. Is there a way to alleviate this problem without having to constantly retart the computer?

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4 replies

Tarun Saini
Community Manager
Tarun SainiCommunity Manager
Community Manager
Jul 13, 2022 5:10 PM UTC

Hi there,

 

We're sorry to hear about your difficulties. Would you mind telling us the version of the operating system you're using? What is the specification of the device you're using? Since when have you been seeing this issue? What all troubleshooting steps did you try to resolve this issue? 

 

Please ensure that you're operating system is updated. You may also try uninstalling and reinstalling the Creative Cloud Desktop App to check if that makes any difference.

 

Use the Creative Cloud Cleaner tool to uninstall the application.

To install the Creative Cloud Desktop Application, click here

 

Let us know if that helps.

 

Regards,

Tarun

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northern plainsi82586253Author
Participant
Jul 13, 2022 6:22 PM UTC

Windows 10 Pro 64-bit 

64 GB RAM

Intel i9-9920X

 

The problem has been intermittant for months and would require a restart once a week or so. Now, it is requiring restarts several times a day. Windows has the latest updates as does CC.

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Tarun Saini
Community Manager
Tarun SainiCommunity Manager
Community Manager
Jul 14, 2022 1:57 PM UTC

Thanks for the information. Could you please share the logs from your machine to help us troubleshoot the issue you are seeing?

 

You may use the Creative Cloud log collector tool to generate the logs from your machine. Please share the file with us by uploading it to a cloud storage service & sharing a link with us to download the file via private message. We can share the info with the product team so that they can investigate the issue further.

 

Regards,

Tarun

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