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tim79b
Participant
June 27, 2022
Question

Can't open CC desktop app - system tray icon disappears on mouseover - Windows 11

  • June 27, 2022
  • 3 replies
  • 1109 views

Hi All

 

I'm having a serious issue with CC.

 

I'm unable to access the CC desktop app on windows 11.  IT appears to start, but when I mouse over the system tray icon, it disappears.

 

I ave uninstalled all Adobe apps, run the CC cleaner, and tried to reinstall, but no improvement.

 

I disabled all security whilst installing and tried to run the program with security off also.

 

Any ideas would help!!

    This topic has been closed for replies.

    3 replies

    S
    StarsArtBar
    Participant
    December 4, 2022

    I've been having the same issue for close to a year have you figured out a solution?

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    December 4, 2022

    @StarsArtBar 

     

    same answer for you:

     

    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, repair per
    https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html



    if that fails, uninstall using the correct uninstaller from
    https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging
    and then reinstall*



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

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

    then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging

    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*



    *use the "alternative download links" 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

    S
    StarsArtBar
    Participant
    December 4, 2022

    Sadly I already went through all that stuff and multiple sessions with Adobe support remoting into my computer 😪😭

    T
    tim79bAuthor
    Participant
    July 26, 2022

    Hi All

     

    i have a long standing issue with Adobe Creative Cloud.

     

    I am unable to access the desktop app.  I run it and a grey icon appears in the system tray ( Win 11). But if I mouse over it, it just disappears, no error messages, nothing.

     

    I've been through multiple sessions with Adobe Support including several uninstalls/reinstalls, and the best answer I have received is that it has something to do with permissions.

     

    I am at my wits end - I'm paying a lot of money every month and can't use any of the software - can anyone help???

     

    thanks in advance.

     

    Tim

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    July 26, 2022

    is anything from adobe installed on your computer, other than the adobe cc desktop app?

     

    if no, 


    then uninstall the cc desktop app, using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging


    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 download 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

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 27, 2022

    what happens when you click/double click on the cc app exe?

    T
    tim79bAuthor
    Participant
    June 28, 2022

    Hi kglad

     

    The icons reappear in the system tray, but no windows come up - If I mouseover the icons again, they disappear again...

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 28, 2022

    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 using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall

    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, again using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging
    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 download 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

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