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ally_cat
ally_cat
Participating Frequently
April 28, 2019
Question

Creative Cloud Desktop App error

  • April 28, 2019
  • 10 replies
  • 1785 views

I have a brand new computer with Windows 10 and i have just tried to install the creative cloud on it. However, the creative cloud app is getting a very hard to fix error. It just has a loading symbol for about 5mins then I get a message saying "adobe creative cloud is needed to resolve the issue. please click repair to fix the issue. If the problem persists, download and install the new copy from http://www.adobe.com/go/adobecreativecloudapp." Then i can either hit quit or repair. Both don't fix anything. The next time i try to open it again it does the same thing.

I have tried....

1. Uninstall, then reinstall

2. rebooting

3. clicking repair in the dialog box

4. running any installer with "administrator"

6. adobe creative cloud cleaner tool (tried all combos of options)

7. installing adobe programs without creative cloud running via download links (works) - does not effect cloud issue

8. direct download of creative cloud app

9. creating new windows admin user and trying to run creative cloud there

10. forcing opm file to be recreated

11. did a shared window session with adobe support and he was unable to fix it and said he was escalating the issue (support person also did not really try much of  anything)

12. tried uninstalling adobe with ccleaner then reinstalled

My computer info...

1.Windows 10 64bit

2. my windows user account is admin

3. New computer, new adobe install. no old data

4. have 2 different working adobe accounts i can login with (personal & work) - neither makes the cloud app work on this computer

What else is left to try? This is ridiculous. How am i supposed to update and control my apps without creative cloud?

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10 replies

Just Shoot Me
Just Shoot Me
Legend
April 28, 2019

Sounds more like a Folder/File permissions problem.

Check the permissions and security tab on the C drive and add your Username to the list and give it Full Control.

ally_cat
ally_catAuthor
Participating Frequently
April 29, 2019

I tried changing the user to full control and it gave me a bunch of errors including "an error occurred while applying security information to c:\hiberfil.sys". I tried to hit cancel then it said cancelling the process would create inconsistent permissions and I should revert it immediately.

edit: I've now recovered Windows back prior to CC install and trying to change the user permission. Next i tried to install the CC app with "run as administrator" and it's stuck at 5% installation forever.

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 28, 2019

if nothing cc is installed on your computer you can skip the first two steps.

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

ally_cat
ally_catAuthor
Participating Frequently
April 28, 2019

I have done all of those things. Please read before you answer.

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 29, 2019

no where did you indicate your restarted your computer after cleaning, but good luck.

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