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loxe105
Participant
January 4, 2018
Answered

Creative Cloud keeps crashing

  • January 4, 2018
  • 2 replies
  • 50824 views

Problem Event Name: APPCRASH

Application Name: Adobe CEF Helper.exe

Application Version: 3.9.1.335

Application Timestamp: 580f9487

Fault Module Name: libcef.dll

Fault Module Version: 3.2171.2069.0

Fault Module Timestamp: 551bdc44

Exception Code: c0000005

Exception Offset: 00225cec

OS Version: 6.1.7601.2.1.0.256.1

I had photoshop in trial mode at first (12/20/17) but suddenly it wouldnt open and had similar problems as above. I couldnt uninstall it in control panel so I resorted to using creative cloud cleaner. I then deleted everything and since then Ive been trying to download CC again (1/04/18) but this would always come up.

****I just searched creative cloud in my computer and even though ive tried deleting everything even the 1/04/18 CC, the CC app from 12/20/17 still cant be deleted because its open in another app

This topic has been closed for replies.
Correct answer Bani Verma

Hi Loxe105,

As you have mentioned you are unable to use the Creative Cloud desktop app as it crashes and then it is also not uninstalling, I would recommend you to perform a manual cleanup of the app from your machine by following the steps given here: Photoshop Installation Failed

After this download the app again from here: Download Creative Cloud desktop app

Let us know if this helps.

2 replies

C
chelseyl54319564
Participant
October 14, 2019

Bani_Verma your solution doesn't work is there something else to try?

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
October 14, 2019
Tx4468, you have responded too a public discussion from 2018. Several updates to the Creative Cloud desktop app have been implemented since then. What current error are you facing when using the Creative Cloud desktop app, Tx4468?
C
chelseyl54319564
Participant
October 14, 2019
I just did the remote support for over 2 hours and we concluded with just clicking the direct download links and not the CCDA. She said advanced support will contact me tomorrow because they can't figure out whats wrong with it. We did CC cleaner, reinstall, rename folders, etc. There is no error when I install the app the installer disappears at 55.5% and then when I try to launch Adobe it says "apps are taking too long to launch" then "would you like to repair?" and the process starts over again.
Bani Verma
Community Manager
Bani VermaCommunity ManagerCorrect answer
Community Manager
January 4, 2018

Hi Loxe105,

As you have mentioned you are unable to use the Creative Cloud desktop app as it crashes and then it is also not uninstalling, I would recommend you to perform a manual cleanup of the app from your machine by following the steps given here: Photoshop Installation Failed

After this download the app again from here: Download Creative Cloud desktop app

Let us know if this helps.

A
ABDULLAH33000983dish
Participant
October 18, 2023

Bani Verma . I have slightly the same problem 

 

the app works with me fine until I play a game or I get into full screen on an app like different Tab

it keeps crashing and showing a lot of windows like AnyDesk and other program files, also it is forcibly close other windows like when I try to record a video game or when I am streaming it just close it and open other stuff.

 

The error that it shows me :

 

Creative Cloud UI Helper.exe - System Error

 

The code execution cannot proceed because libcef.dll was

not found. Reinstalling the program may fix this problem.

 

 

I tried reinstalling it but I cannot.

this problem have been with me for about 3 months.

 

Please what is the solution.

 

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 18, 2023

@ABDULLAH33000983dish 

 

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

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


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


if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

if that fails, 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 using*


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

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

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

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using 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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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