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Joerg Klaus
Joerg Klaus
Inspiring
December 13, 2019
Answered

Creative cloud hangs

  • December 13, 2019
  • 3 replies
  • 953 views
Hi,
 
I reinstalled my system (Mac). Clean install with Catalina.
So everything is fresh and everything is brand new.
Nevertheless, the Creative Cloud hangs. At first I didn't notice it, but at some point I clicked the update button and saw this message, see screenshot.
Now I see that the CC is always hanging. Right now again.
I just reinstalled it completely.
And it hangs again.
Only a restart helps. And after a short time it hangs again.
 
Need help please.
 
Thanks
Jorg
 
 
This topic has been closed for replies.
Correct answer Joerg Klaus

Hello everyone,

 

I would like to inform you that I was able to solve the problem. It is software that caused the problems. It was the "Promise Utility" from my external raid system. After uninstalling the tool, all services and programs were running properly again.

 

The only strange thing is that this program can switch off the GPU in After Effects. Or prevents the server connection from Adobe and Microsoft. Or does not let the Mamp Pro SQL Server start.

 

These are the mysteries.

 

Thanks,

Jorg

 

 

3 replies

Joerg Klaus
Joerg KlausAuthorCorrect answer
Inspiring
December 24, 2019

Hello everyone,

 

I would like to inform you that I was able to solve the problem. It is software that caused the problems. It was the "Promise Utility" from my external raid system. After uninstalling the tool, all services and programs were running properly again.

 

The only strange thing is that this program can switch off the GPU in After Effects. Or prevents the server connection from Adobe and Microsoft. Or does not let the Mamp Pro SQL Server start.

 

These are the mysteries.

 

Thanks,

Jorg

 

 

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
January 2, 2020

Thanks for the update, Jorg!  I hope you had a happy holiday!

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    December 13, 2019

    Jorg, were any files transferred from the previous installation?  To resolve the current error please see https://helpx.adobe.com/creative-cloud/kb/creative-cloud-app-doesnt-open.html.  If you have any questions then please update this public forum discussion.

    Joerg Klaus
    Joerg KlausAuthor
    Inspiring
    December 13, 2019

    Hi Jeff, no, nothing has been transferred from the previous installation.

    And I've already tried these things from the link.

    Just at this moment I started the update button (in the CC app), the app is hanging again.
    Does this have anything to do with the rights in Catalina?

    I mean, that can't be true. The system is completely new (Clean install). CC fresh installed. Issues in the CC app, issues in After Effects. CC uninstalled. CC reinstalled a second time. And the app is still hanging.

     

    Thanks for helping
    Jorg

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    December 13, 2019

    Thanks for the additional information, Jorge.  There is no reason to guess what is causing the installation to freeze please check the install logs to determine the fatal error that is preventing the installation.  Information on how to locate and interpret the log files can be found at  https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-log-files.html.  Please update this public forum discussion, if you have any questions about the errors that you discovered.

    Peru Bob
    Community Expert
    Peru BobCommunity Expert
    Community Expert
    December 13, 2019

    I've moved this from the poorly named Community Help forum (which is the forum for issues using the forums) to the Get Started forum so that proper help can be offered.

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