Skip to main content
S
Sint_Sam
Participant
May 11, 2016
Answered

Creative Cloud has stopped working

  • May 11, 2016
  • 1 reply
  • 12988 views

For quite some time now have I struggled with the Creative Cloud application.

Whenever an update is available and I try to install it everything seemingly goes normal, until the progress bar gets near 90%, then it just closes the window. The Creative Cloud background process will keep running and will be hogging resources, but the installation never seems to finish, longest time I have waited on it has been 9 hours. When I tell my computer to restart there is no pop-up telling me a process is still running and needs to be closed or anything.

Once I have restarted my computer immediately a pop up appears which reads "Creative Cloud has stopped working".

When I click to view problem details I get the following information:

Problem signature:

  Problem Event Name:    BEX

  Application Name:    Creative Cloud.exe

  Application Version:    3.5.1.209

  Application Timestamp:    56be1bfc

  Fault Module Name:    StackHash_5861

  Fault Module Version:    0.0.0.0

  Fault Module Timestamp:    00000000

  Exception Offset:    PCH_09_FROM_ntdll+0x0003C9EC

  Exception Code:    c0000005

  Exception Data:    00000008

  OS Version:    6.3.9600.2.0.0.768.101

  Locale ID:    1043

  Additional Information 1:    5861

  Additional Information 2:    5861822e1919d7c014bbb064c64908b2

  Additional Information 3:    1318

  Additional Information 4:    13181ae637ac2592fac0ca2dd662cdcc

In the past I have worked around this by using the CCcleaner tool, removing it with control panel does not work, and then reinstalling everything, but it'd rather fix the problem instead of having to spend an entire day reinstalling all of my Adobe programs whenever Adobe decides to update Creative Cloud.

This topic has been closed for replies.
Correct answer Sint_Sam

I followed all of your methods, as you can see, the system scan found no corrupt files.

I tried the uninstaller, I tried it with firewall disabled, I tried to Install it, but now when I try to install Creative Cloud I just click yes on allowing it to install and then nothing happens, nothings shows up in Task Manager, the only thing Adobe related that show up there are the following things:

I don't know if they are supposed to be there, especially since I should no longer have any Adobe programs installed according to my control panel.

After deleting the files you mentioned these processes didn't stop and trying to install still gives the same result.

When I look at Event Viewer the last time it showed any errors for Creative Cloud have been on the 11th of May, it does show 8 errors though.

Here is a snip of the first one of that day:

P.S. I totally forgot to mention anywhere in the previous posts I am using Windows 8.1


I fixed it.

All I had to do was restore my computer to factory settings and then when I tried to reinstall Creative Cloud everything worked.

1 reply

Shellz
Adobe Employee
Shellz
Adobe Employee
May 11, 2016

Hi Sint_Sam,

Please refer Creative cloud has stopped working! 4th time! 

Hope it helps.

Regards,

Shelly

S
Sint_SamAuthor
Participant
May 11, 2016

Thanks for the advise, sadly it didn't help, the uninstaller said the app was deleted with failures.

So a new problem has arisen, I decided to just uninstall CC with the CCcleaner tool, but it gives an error saying a couple of processes could not be terminated because there are no running instances of the task. If I try to reinstall CC afterwards it shows error code 50, I've already tried all of the methods given on "Failed to install" error received when installing Adobe Creative Cloud desktop app .

I've also found out the processes CCcleaner could not terminate are actually running in the background, all 6 of them are named "Adobe CEF Helper.exe", if I try to end them I get an error message reading "The operation could not be completed. Access is denied." despite me having given myself full admin priviliges.

As you might've noticed I'm new to the Adobe forums, should I delete my thread, alter it, or start a new one, now that my issue has been 'resolved'?

Kanikas
Community Manager
KanikasCommunity Manager
Community Manager
May 13, 2016

moving to Creative Cloud Download & Install​

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices