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Raymond Cripps
Raymond Cripps
Participant
April 16, 2022
Answered

Creative Cloud desktop app crashes immediately after launch after updating

  • April 16, 2022
  • 2 replies
  • 4273 views

The Creative Cloud desktop app instantly crashes when I launch it. This started occurring after the 5.7.0.1307 update. The first time it crashed, error reporter opened saying "Sorry, an error occurred. Creative Cloud has encountered a problem and needs to close". After subsequent launches, the error reporter no longer opens and the app continues to crash instantly on launch. I've tried re-installing it several times. When I download the Creative Cloud desktop app from the website, it downloads version 5.6.5.58, which launches fine, however the app doesn't let me do anything unless I update it. After I let it update, the desktop app crashes instantly when it launches.

 

I've tried:

 

None of the above have worked.

 

Specs

Operating System: Microsoft Windows 10 Home (64-bit) Version 10.0.19044 Build 19044
Processor: Intel Core i7-7700K @ 4.20 GHz
Graphics: NVIDIA GeForce RTX 2070 8 GB
Memory: 32 GB

This topic has been closed for replies.
Correct answer Raymond Cripps

Thank you for the response. I tried re-installing the desktop app again today before checking Event Viewer, and could not find any logs from opening the application. However, I was able to find a log from a few days ago when this error started occuring, and it read as follows:

Faulting application name: Creative Cloud.exe, version: 5.7.0.1307, time stamp: 0x62528393
Faulting module name: vulkan-1.dll, version: 0.0.0.0, time stamp: 0x615e3a26
Exception code: 0xc0000005
Fault offset: 0x0000000000010d5b
Faulting process ID: 0x1d0c
Faulting application start time: 0x01d850c9580d64bb
Faulting application path: C:\Program Files\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe
Faulting module path: C:\Program Files\Common Files\Adobe\Adobe Desktop Common\CEF\vulkan-1.dll
Report ID: c83c21b3-d8fe-453b-87a1-3a893f328452
Faulting package full name: 
Faulting package-relative application ID:


I have not been able to find any information about this specific error online, although it seems that others have experienced similar problems in the past with reference to different .dll files with different Adobe products.

I looked to the file mentioned in the log that was faulting, and it seemed odd to me that it was named vulkan-1.dll. I re-named the file to vulkan.dll, and it seems to have fixed the issue.

2 replies

Lawrie Margrave
Lawrie Margrave
Participant
July 25, 2023

Working on Mac Studio 2023 with Apple M2 Max chip - 64 GB Ram - Apple can't help, my Mac specialist went through all the suggested Adobe fixes -the App opens and immediately the Error messages appears and I have to FORCE Quit to shut down Bridge!  

kglad
Community Expert
kgladCommunity Expert
Community Expert
July 25, 2023

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

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using 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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
April 16, 2022

Have you checked Event Viewer?

 

    Raymond Cripps
    Raymond CrippsAuthorCorrect answer
    Participant
    April 17, 2022

    Thank you for the response. I tried re-installing the desktop app again today before checking Event Viewer, and could not find any logs from opening the application. However, I was able to find a log from a few days ago when this error started occuring, and it read as follows:

    Faulting application name: Creative Cloud.exe, version: 5.7.0.1307, time stamp: 0x62528393
Faulting module name: vulkan-1.dll, version: 0.0.0.0, time stamp: 0x615e3a26
Exception code: 0xc0000005
Fault offset: 0x0000000000010d5b
Faulting process ID: 0x1d0c
Faulting application start time: 0x01d850c9580d64bb
Faulting application path: C:\Program Files\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe
Faulting module path: C:\Program Files\Common Files\Adobe\Adobe Desktop Common\CEF\vulkan-1.dll
Report ID: c83c21b3-d8fe-453b-87a1-3a893f328452
Faulting package full name: 
Faulting package-relative application ID:


    I have not been able to find any information about this specific error online, although it seems that others have experienced similar problems in the past with reference to different .dll files with different Adobe products.

    I looked to the file mentioned in the log that was faulting, and it seemed odd to me that it was named vulkan-1.dll. I re-named the file to vulkan.dll, and it seems to have fixed the issue.

      K
      Kevin2302538809n9
      Participant
      April 19, 2022

      I was about to go crazy and this vulkan.dll thing fixed the issue, thank you so much!!!!!

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