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Emeka5C24
Participant
July 14, 2021
Answered

CREATIVE CLOUD WON"T LOAD

  • July 14, 2021
  • 2 replies
  • 744 views

I'm running a Mac with Big Sur. I created an account and downloaded Premier Pro a couple of days ago and it worked fine. Then I was contacted by Adobe with an access number that I was told I had to put in to continue to get access. I did that. Then it asked me to put in another email address for back up. I diod that. Then it asked me to put in my phone. Then Premiewr Pro stopped working. It wouldn't load. 

 

It turns out this site has NO technical support... no-one to speak to, and nothing on the site to help me with my problem. So I uninastlled it (an incredibly difficult procedure becasue it kept on telling me that the app was running when it wasn't). Then I tried to reinstall it and no matter what i do  Creative Cloud won't load. it tells me it's taking longer than usual and offers me a link to help. I have done everything that it has told me to and it still isn't working. 

 

What is completely astonishing is that there is no-one I can speak to. No numbers on the site NOTHING. The help pages are useless. 

 

Can anyone suggest something to help? 

This topic has been closed for replies.
Correct answer @mj

Hi @Emeka5C24 ,

 

Frustrating I know.

 

It seems like your credentials are not being recognised correctly. Start by uninstalling and reinstallling the CCC desktop app. Here is a link that may help.

 

https://community.adobe.com/t5/enterprise-teams/creative-cloud-issues-does-not-load-cant-update-apps-cant-reinstall-crashes/td-p/11047403

 

This may also help: https://community.adobe.com/t5/download-install/how-do-i-contact-adobe-by-phone/td-p/6798249

 

This is a community forum, so we try our best to help.

 

Let us know how you go.

mj

 

 

2 replies

Jeff Bugbee
Community Expert
Jeff BugbeeCommunity Expert
Community Expert
July 14, 2021

https://helpx.adobe.com/support.html

 

Scroll to the bottom and use the Individual "Sign in to contact us." This should get you in contact with support.

    E
    Emeka5C24Author
    Participant
    July 14, 2021

    I tried that, it only brings you back to the help pages. Nothing to sign into. VERY annoying. MJ has given me a number and I've managed to speak someone who has escaled the issue as they couldn't fix it. Thanks for your suggestion.

     

    BTW @@mj if you read this, your mailbox is full!

     

     

     

    Jeff Bugbee
    Community Expert
    Jeff BugbeeCommunity Expert
    Community Expert
    July 14, 2021

    That page, the upper right hand corner, is the sign in location.

      @mj
      Community Expert
      @mjCommunity ExpertCorrect answer
      Community Expert
      July 14, 2021

      Hi @Emeka5C24 ,

       

      Frustrating I know.

       

      It seems like your credentials are not being recognised correctly. Start by uninstalling and reinstallling the CCC desktop app. Here is a link that may help.

       

      https://community.adobe.com/t5/enterprise-teams/creative-cloud-issues-does-not-load-cant-update-apps-cant-reinstall-crashes/td-p/11047403

       

      This may also help: https://community.adobe.com/t5/download-install/how-do-i-contact-adobe-by-phone/td-p/6798249

       

      This is a community forum, so we try our best to help.

       

      Let us know how you go.

      mj

       

       

      E
      Emeka5C24Author
      Participant
      July 14, 2021
      Thank you so much for your suggestion. Unfortunately, I’ve already tried it. Right now, it’s not even letting me connect to the server. It’s telling me I have a firewall on or antivirus. I don’t. Completely hopeless.

      Thanks for the number, I’ll try that - but given the level of frustration I can see on this forum I doubt I will get much joy.

      Failing that I’m going to get a refund. But something tells me I’m going to be a struggle to even get my money back.

      I should have tried Final Cut or stayed with Avid!
      @mj
      Community Expert
      @mjCommunity Expert
      Community Expert
      July 14, 2021

      hi @Emeka5C24 ,

       

      Sorry.

       

      You could try posting on the uservoice. https://adobe-video.uservoice.com/forums/911233-premiere-pro

       

      In the meanwhile, will try and get a contact for you at Adobe.

       

      Best

      mj

       

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