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Participant
November 17, 2018
Answered

Creative Cloud Crashing on Launch

  • November 17, 2018
  • 1 reply
  • 1149 views

Hi everyone,

creative cloud is crashing on launch on my mac. I'm using the latest 10.14.1 MacOS Mojave.

I had a look at the crash report and the reason for the crash is that the Creative Cloud app is trying to display an alert (NSAlert) from a background thread (see call stack below).

Anyone knows any workaround?

Thanks

-----------( call stack )-----------

Application Specific Information:

*** Terminating app due to uncaught exception 'NSGenericException', reason: '-[NSAlert runModal] may only be invoked from the main thread. Behavior on other threads is undefined.'

terminating with uncaught exception of type NSException

abort() called

Thread 16 Crashed:

0   libsystem_kernel.dylib        0x00007fff6e65fb86 __pthread_kill + 10

1   libsystem_pthread.dylib        0x00007fff6e715c50 pthread_kill + 285

2   libsystem_c.dylib              0x00007fff6e5c91c9 abort + 127

3   libc++abi.dylib                0x00007fff6bc4c231 abort_message + 231

4   libc++abi.dylib                0x00007fff6bc4c3cd default_terminate_handler() + 265

5   libobjc.A.dylib                0x00007fff6d455c87 _objc_terminate() + 97

6   libc++abi.dylib                0x00007fff6bc57dfe std::__terminate(void (*)()) + 8

7   libc++abi.dylib                0x00007fff6bc57be2 __cxxabiv1::failed_throw(__cxxabiv1::__cxa_exception*) + 27

8   libc++abi.dylib                0x00007fff6bc4abb9 __cxa_throw + 113

9   libobjc.A.dylib                0x00007fff6d45385a objc_exception_throw + 362

10  com.apple.AppKit              0x00007fff3f2ec1ce _NSRunModal + 608

11  com.apple.AppKit              0x00007fff3ed8c5bc -[NSAlert runModal] + 233

12  com.adobe.acc.AdobeDesktopService 0x0000000109aa3823 0x109a88000 + 112675

13  com.adobe.acc.AdobeDesktopService 0x0000000109aa262b 0x109a88000 + 108075

14  com.adobe.acc.AdobeDesktopService 0x0000000109aa6604 0x109a88000 + 124420

15  com.adobe.acc.AdobeDesktopService 0x0000000109aa64de 0x109a88000 + 124126

16  com.adobe.acc.AdobeDesktopService 0x0000000109a8fc1f 0x109a88000 + 31775

17  Core.dylib                    0x000000010b788ad3 ExternalGatewayBase::sendMessage(MessageObject const&) + 67

18  Core.dylib                    0x000000010b788a6c ExternalGatewayBase::sendMessageToHost(MessageObject const&) + 28

19  Core.dylib                    0x000000010b7905b3 ExternalGateway::sendMessageToProcessExe(std::__1::basic_string<char, std::__1::char_traits<char>, std::__1::allocator<char> > const&, std::__1::basic_string<char, std::__1::char_traits<char>, std::__1::allocator<char> > const&, bool, bool) + 147

20  Core.dylib                    0x000000010b7861f4 0x10b76c000 + 106996

21  Core.dylib                    0x000000010b77ef8b 0x10b76c000 + 77707

22  Core.dylib                    0x000000010b785138 CoreCommandHandler::handleMessage(MessageObject const&) + 248

23  Core.dylib                    0x000000010b78e570 ExternalGateway::handleMessage(MessageObject const&, MessageStruct const*, bool (**)(void const*), char const**) + 1808

24  Core.dylib                    0x000000010b79081d ExternalGateway::processMessageFromOutside(MessageStruct const*, bool (**)(void const*)) + 413

25  ContainerBL.dylib              0x000000010e8616d3 ExternalGatewayBase::sendMessage(MessageObject const&) + 67

26  ContainerBL.dylib              0x000000010e86181e ExternalGatewayBase::sendMessageToCore(MessageObject&) + 62

27  ContainerBL.dylib              0x000000010e82e0eb IMSLibHelper::loadProvisioningNativeApplet() + 363

28  ContainerBL.dylib              0x000000010e7f85b2 0x10e79d000 + 374194

29  ContainerBL.dylib              0x000000010e9140aa threadProcHandlerMac(void*) + 42

30  libsystem_pthread.dylib        0x00007fff6e71333d _pthread_body + 126

31  libsystem_pthread.dylib        0x00007fff6e7162a7 _pthread_start + 70

32  libsystem_pthread.dylib        0x00007fff6e712425 thread_start + 13

This topic has been closed for replies.
Correct answer kglad

uninstall everything cc 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

1 reply

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
November 17, 2018

uninstall everything cc 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

Participant
November 17, 2018

Thanks I appreciate you're trying to help but honestly I'm not spending my time doing all that in hope that it will work ok after a fresh install. Also the generic advice 'uninstall everything including preferences' is dangerous for your the user and may lead to data loss. I'd like to think that adobe will fix this crash some time soon.

kglad
Community Expert
Community Expert
November 17, 2018

yes, maybe the next update will fix the problem.