Creative Cloud desktop app constantly requires reinstall

Forum|Forum|4 years ago
June 14, 2021
3 replies
1212 views

This has been going on for several months, but is getting worse.

When I boot up my Mac Mini I regularly get an error message during bootup that Creative Cloud requires repair or reinstall. This is now happening almost every single time I boot up. Each time I reinstall Creative Cloud and everything works fine until the next reboot, when I have to install yet again. It's driving me insane.

Please tell me how to sort this out.

Am on Mac Catalina, 10.15.7, on a late 2012 i7 Mac Mini

Creative Cloud

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redlesterAuthor

Participating Frequently

And so, just 6 days later, the problem re-occurs. Clearly it's a far deeper issue that Adobe can help me with.

Am not contacting support again, I was on for two hours last time. Will just have to re-install CC when I need it.

redlesterAuthor

Participating Frequently

Actually I've now realised, if I just cancel the error message and let CC fail to start. Then start it manually from the Applications folder, it starts without any problem.

So the issue is clearly with CC attempting to automatically run at startup. So have disabled the Run Creative Cloud at System Logon option.

redlesterAuthor

Participating Frequently

For the record in case anyone else has this happen, after two hours on the web chat with Adobe support we ran the Creative Cloud Cleaner Tool and first selected Fix Host File (which said "0 entries fixed"), followed by Clean All. I then re-installed the CC desktop app and so far (two days later) the problem has not reoccurred.

Chuck Uebele

Community Expert

Good that that worked for you. I did that with no luck. Seems my internet provider changed something. Tried my sister's network, and it worked no problem.

Chuck Uebele

Community Expert

I'm on Windows, but had this happen. There are post with corrections, like deleting the OOBE folder, but none of that worked for me. I ended up contacting Adobe, and they sent me a new CCDContainer.dll. Most likely different on a Mac. To have stuff ready for them, download the log collector tool and run that after you have a fail with ACC. Here's the link for that:

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

redlesterAuthor

Participating Frequently

Thanks for that. Am running the Log Collector now. How long should it take? Has been running for about 10 minutes, am not sure if it has crashed or not.

Chuck Uebele

Community Expert

It opens different windows, so check that they're not behind something. Usually takes a few minutes. I specify a folder on my desktop. Eventually after a few prompts it will place a zxp file in it.

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