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Jonathan5CBD
Participating Frequently
October 2, 2020
Question

Creative Cloud apps won't open - no error message

  • October 2, 2020
  • 5 replies
  • 712 views

I recently downloaded the Creative Cloud suite. It worked fine for a few days but now the apps - Lightroom, Photoshop - won't open. They just flicker and there is no error message. There doesn't seem to be anything specific to this problem online. I can't uninstall either - it asks that I "sign in" but then that just cycles as well... Anyone experience this on a Mac? 

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5 replies

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 5, 2020

if you decide to reinstall, do a clean cc install by following each relevant 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
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

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Jonathan5CBDAuthor
Participating Frequently
October 5, 2020

The weird thing is that the CC app (and files?) disappeared from my desktop and applications folder yesterday - more than 48 hours after this happened. Adobe has not reached out to me about it (they said they would call to remedy)... So, now I don't know what's going on... I'm not an IT professional. I don't know if they swiped all the CC files or what...? I didn't do the trial run (7 days for free...)... I'm wondering what happens after seven days if people don't purchase - do all the apps/ related files magically disappear from one's computer? Adobe must have some ability to pull the product and all related files from people's computers...? How do I check? Adobe has gone silent. And they haven't returned my money either...

 

I appreciate the above links, but it seems overly complicated and several of them come with a warning "Adobe highly discourages people from uninstalling..." something to that effect... 

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 5, 2020

the files don't auto-uninstall ever.

 

if adobe tech support connected to your computer, they could have uninstalled the files.  i can't determine that.

 

your trail expires 7 days after you first install (whether you ever use the files or not and whether they are uninstallated or not).  then your paid subscription starts.  

 

if you want to cancel before your subscription starts, you must do that during the trial period or you will be assessed a fee.

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
October 4, 2020

You didn't mention which OS version and anti-virus you're using. 

 

I'm not saying Adobe software is perfect, no software is.  But in my experience, Creative Cloud is stable on my Win10 workstation with latest updates and a computer user profile with admin level permissions.

 

If it worked for 3 days then suddenly went south on you, that implies something else may be going on. 

 

In the meantime, please refer to this help article.

https://helpx.adobe.com/creative-cloud/kb/creative-cloud-app-doesnt-open.html

 

Nancy O'Shea— Product User & Community Expert
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Jonathan5CBDAuthor
Participating Frequently
October 5, 2020

I have the brand new Mac desktop, Catelina OS 10.15.7. I use it professionally. I'd say Adobe software and customer service is very IMPERFECT. You wouldn't buy a new car only to have the breaks fail immediately and the doors fall off. You wouldn't purchase a meal to get seriously ill. You don't hire someone to replace your roof so they can destroy your house. Other industries have to be accountable for poor product and service. Why should it be different for Adobe? They took my money...? That's all I'm saying at this point. Why be an apologist for poor product and service? 

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Jonathan5CBDAuthor
Participating Frequently
October 5, 2020

I should add - somehow the entire Creative Suite has been removed from my computer - lost Photoshop yesterday and everything else disappeared today. I wonder if the company somehow pulled it from behind the scenes...? I'm still able to log in an such... I have to option to download everything again and I'm wondering if that's what I'm supposed to do...? Or, will this just start the viscious cycle all over again...? Good times! 

 

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 4, 2020

if you have computer-wide problems (not just adobe problems), you should restore your computer to a time before adobe was installed.  once you get rid of your non-adobe problems you should try a clean install:



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
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

    J
    Jonathan5CBDAuthor
    Participating Frequently
    October 3, 2020

    I had a remote tech look at this... They couldn't figure it out after 3-4 hours of futzing around in my computer - deleting numerous files, all my saved access info, all my paid subscriptions to other software, etc. Then they left saying they'll contact me in 24-48 hours... My computer is a mess. Every single thing I open has extra popup windows and security entry and password changing bs. Why didn't they tell me this would happen? Why did this happen? I paid for a subscription and within three days it fd up my whole computer. = RIP OFF! 

    D
    defaultou425ppbtzk5
    Participant
    October 4, 2020

    Same exact thing is happening to me! Very same issue, which is weird because the morning of, everything worked fine! Which tells me that it is an Adobe issue. I spent several hours with a remote technician as well and same thing, my computer has more issues coming out if it than it ever had before. Very disappointed that ONE day after I purchased my subscription, everything goes wrong. Definitely canceling my subscription if this can't be fixed. 

    J
    Jonathan5CBDAuthor
    Participating Frequently
    October 5, 2020

    Adobe Tech was supposed to call me within 24-48 hours after consulting w their engineering dept. Didn't happen/ still hasn't happened... 

     

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    October 2, 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

    J
    Jonathan5CBDAuthor
    Participating Frequently
    October 3, 2020

    This doesn't work. It's some kind of deep glitch in Adobe software. 

     

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