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S
Sunnyside
Participating Frequently
May 6, 2014
Question

Creative Cloud Desktop Screen Freeze, Acrobat Pro XI ?

  • May 6, 2014
  • 1 reply
  • 2357 views

I'm using Acrobat Pro XI (version 11.0.06) on a Mac Pro (late 2013) and have installed the Adobe Creative Cloud desktop so as to save Acobat documents to the Adobe Cloud. I have found that the screen on an Apple Thunderbolt panel goes grey in colour, probably when computer is idle and is not responsive to any keyboard commands. After about a minute or so, the keyboard comes back to life and everything is normal. This issue happens on a very irregular basis and maybe only once during a several hour session.  I have emptied all of the cache files in case there was some conflict happening in the background, without any improvement. I ran the Console panel and believe that I have narrowed down the problem. Below are a few lines from the error log that may help someone in working out the issue for me and how to resolve it.

6/05/2014 7:59:08.000 pmkernel[0]PM notification timeout (pid 335, Creative Cloud)
6/05/2014 7:59:08.000 pmkernel[0]PM notification timeout (pid 373, Adobe CEF Helper)
6/05/2014 7:59:08.000 pmkernel[0]PM notification timeout (pid 375, Adobe CEF Helper)
6/05/2014 7:59:08.000 pmkernel[0]IOPMrootDomain: idle cancel, state 20
6/05/2014 7:59:08.040 pmloginwindow[112]ERROR | -[LWBuiltInScreenLockAuthLion closeAuthAndReset:] | Attempted to remove an observer when not observing

If someone could please help me out then that would be greatly appreciated. I have put a support call into Apple and they are unable to resolve the issue at this stage.

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1 reply

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
May 6, 2014

Sunnyside if you quit the Creative Cloud Desktop application do you experience the same behavior?

S
SunnysideAuthor
Participating Frequently
May 7, 2014

Hi Jeff,

IF I quit the Creative Cloud desktop, after having done recent update to the application, the grey screen out freeze seems to disappear and desktop functions in normal manner. I'm wondering if there is some conflict may have resulted after having done Apple OS software update to 10.9.2 ? These grey screen out freeze issues appear to have come about after the 10.9.2 Apple update.

As per error log message attached in earlier post, just prior to the grey screen out freeze, there appears to be some PM notification timeouts, including those related to the Adobe CEF Helper and Creative Cloud. Do I need to uninstall the Adobe CEF Helper and/or the Creative Cloud desktop and do reinstall? How would I go about that then, please advise me?

Kind regards,


Paul Fanning


<Removed by Moderator>
Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
May 7, 2014

Paul please be aware you are posting in a public forum.  If you wish to respond via e-mail please turn off your e-mail signature.  I have removed your personal information from the previous post.

Paul I have been running Creative Cloud on multiple computers running Mac OS 10.9.2 without any difficulties.  I would recommend you try running the Creative Cloud Desktop application under a newly created Administrator account.  If this resolves the issue then it is likely the file permissions or preferences under your current User account have become compromised.  Please see Log in | Administrator privileges | Mac OS X for information on how to login under a new administrator account.

If you continue to experience difficulties under the new Administrator account then please look at your security software or login items for any thing which could conflict with the Creative Cloud Desktop application and it's components.

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