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jboccelee
Participant
November 30, 2020
Question

I have installed Creative Cloud on Windows but it will not run

  • November 30, 2020
  • 1 reply
  • 356 views

I'm getting a spinning blue wheel when I try to open Creative Cloud.

I have tried uninstalling, the cleaning tool, turning off anti-virus, and and turning off firewall. I've also chatted with three different techs from Adobe and none can resolve the issue.

The second tech did inform me my Windows wasn't up to date and was having issues updating. This was resolved yesterday with help from a tech at Microsoft.

After one week, I still haven't been able to open Creative Cloud. Does anyone have any ideas?? The techs all keep suggested the same thing and trying the same steps when I give them remote access to my computer.

This topic has been closed for replies.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
November 30, 2020

ftry resetting the cc app: To reset the Creative Cloud 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/reinstall per the above link

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, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
restart your computer (don't skip this)
reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.
if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
use the desktop app to install your cc programs/trials

J
jbocceleeAuthor
Participant
November 30, 2020

I appreciate the quick response.

Unfortunately, none of these steps resolved the issue.

One other thing I did notice: when I try to open Creative Cloud it puts a Creative Cloud icon in the "Hidden Icons" link on my taskbar. Any other icon on that taskbar I can right click to "Exit" but the I cannot interact with the Creative Cloud icon here. I will include in a picture in case my description doesn't make sense.

kglad
Community Expert
kgladCommunity Expert
Community Expert
November 30, 2020

if you did a complete clean reinstall, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (in the lower right)
in the chat field, type AGENT
be patient, it can take quite a while to reach a human

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