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WateryConference
Participant
October 28, 2022
Question

Creative Cloud install starts but ends up in a white screen; unable to login and download apps

  • October 28, 2022
  • 1 reply
  • 159 views

Hoping someone can help, been working on this one and have tried everything I can find. 


Trying to install Creative Cloud on Win 10 Enterprise 20H2.  I have tried the online installer and the offline installer, both do the same thing - the install starts, gets partway through and then the creative cloud window goes white.  It seems to install - the icon shows up on the desktop and it's in add/remove programs, but when you try to run it, the window pops up but is all white and looks like it might be frozen, but isn't - the mouse indicates that there is activity but no matter how long we wait, nothing happens.


We have tried disabling firewall, antivirus, deleting the certificates, changing browser settings, uninstalling, reinstalling, using CC remover, repairing, etc, but can't figure it out.  Not sure if it's some setting in Windows that we're missing or if it's just the internet connection being a problem, but any suggestions anyone has would be greatly appreciated.


Thanks!

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1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 28, 2022

reset the cc desktop app: make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller, 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

repair all ms visual c++ versions that can be repaired.

update your ms visual c++, if it can be updated

restart your computer (don't skip this)

reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud

if you're unable to download the cc desktop app at this stage, use 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

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