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robertk69602476
robertk69602476
Participant
August 10, 2021
Question

Apps not compatible

  • August 10, 2021
  • 1 reply
  • 456 views

Hi,

Adobe CC apps are suddenly no longer compatible with my maschine. I got notice about updating the system but my system is regularly updated, currently on the latest version 19043 of Windows 10 PRO.

Computer hardware installation:

  • Asrock Z87 extreme3;
  • i7 4770K 3.5Ghz 4cores;
  • 16G of RAM;
  • G-force GTX 760 2G;
  • primary 500G SSD disc,
  • secondary 2x 1T HDD. 

I don't know why this suddenly happened, but I can tell I have problems for some time now with loading Adobe CC desktop interface that freezes complete system and force me to reset the maschine. I had also reset windows 10 pro a month ago in hope to resolve freezing system but no success. After that even Lybrary sync doesn't work anymore - it reports error Libraries sync error / Sorry, Your Libraries didn't sync. My computer works just fine while Adobe CC is not in use. 

 

I don't know what could be wrong so please help me find the solution.

 

Best regards,

Robert

    This topic has been closed for replies.

    1 reply

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    August 11, 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://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
    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/download-install/kb/creative-cloud-desktop-app-download.html
    use the desktop app to install your cc programs/trials

    robertk69602476
    robertk69602476Author
    Participant
    August 11, 2021

    Hi,

    Thanks for instructions. I followed your guidance but the method failed to succeed. After reinstalling Adobe CC my computer freezed soon after desktop app lounched. Newer versions of apps are still not compatible with my maschine only few old versions (2020) are available for installation. I repeated process one more time and still facing same issue - computer freeze after Adobe CC desktop lounch. What else can I do?

     

    The following file has been uploaded on Adobe LogCollector Portal:

    File: AdobeLogs_20210811_024041_276-win.zip

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    August 11, 2021

    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 (= cryptic icon in the lower right)

    in the chat field, type AGENT
    be patient, it can take quite a while to reach a human

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