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Bagtjesen
Participant
November 26, 2017
Answered

"if the problem still persists" for months, a year?

  • November 26, 2017
  • 1 reply
  • 336 views

What are my options?

I had PS Elements for 5-6 years after picking up photography again. (Still has it because I have old projcets there. Never had a problem with PSE. Aproximately a a couple of years ago I started subscibing to the CC 15-16-17 and now -18. In the beginning this worked fine, but somewhere along this time line I started getting a "Persistent problem". I have followed every suggestion made. And even followed suggestions like deinstalling all the Adobe products and reinstalling. A hardship for anyone who lives in the countryside.

No, I don't run any suspicious software although I have at least a hundred of them, since having been a computer professional working with one of the largest computer companies for 18 years (now just retiered). Since 1983 with PC:s So I have time to travel a lot. I have a very fast computer at home, but I can be away for months. Now, I am only a semiprofessional photographer, but does not all photographers travel a lot? - Just my photo hobby takes me away from home and my fast computer, for months, and months. It is not always I can start my computer at home remotedly and "re-connect" to this amazing Adobe feature which I can say - Andobe may say is a feature -but it is certainly not the future - not for me (DxO has come a long way)! This computer runs W7 Ultimate 12GB RAM in mode, and 3 SSDs and 2 +1.5TB drives. Avast antivirus. 

The laptop I use is a fast one with two SSD harddrives. Limited kapacity so I just cherrypicking the photos to edit. W10 and Windows Defender stuff - 64-bit and 12GB. 60+ softwares installed. (Yeah I use a lot of surveying finding f ex "new" local historical places. Interviewing people and editing recordings et c. Running a +1 meter sized octo-copter et c.)

Newer ever does does any antivirus complain...Testing of programs done on separate old computer from 2012 with new Ubuntu and virtualizing Windows.

I have seen suggestions (even from Adobe themselves)  about firewalls being a problem, but so far I have tested several of them and looking at those logs a year and half ago, they showed no problems.

Now, every week at least once ond sometimes often after any reboot this amazing Creative Cloud app complains about "needed to resolve the problem" ..."install a new copy". Reinstalled yesterday and had a 5 hour editing session. Today, this moprning, SAME OLD STORY. I wonder should I waste/spend any more time using these apps!

Now, don't waste time on commenting on my story if you don't know what you're doing! Yes, I can help out if Adobe sends me a debug version of its programs...

This topic has been closed for replies.
Correct answer kglad

if your cc works fine for a while and eventually fails, something on your computer (av, antimalware, cleaner etc) is causing the problem.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
November 27, 2017

uninstall everything cc 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

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 3 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

B
BagtjesenAuthor
Participant
November 28, 2017

Thanks for your suggestions kglad.

Yeah, That's what I have done in the past. Haven't made a log, but know that I've done it 2 times this year and 2-3 times last autumn, when I started to use PS CC more.

I don't know if you, kglad, is in any way affiliated with Adobe, but you probably know that problems, exactly/very similar, to what I experience, over and over, hasn't made it to any Adobe FAQ. just search on the net would show how common this problem is, and the remedies suggested are pretty much the same, including blaming firewalls and antivirus programs of different brands. Well an antivirus program would put things in quarantine, and make a log entry. A firewall would prohibit access to the internet, or from the internet - and would also popup with a message. Also I have read some suggestions that PS CC does behave strange things according to user previleges on a computer. But then why? - Why would things like this happen - editing one day, being off the grid= no internet, and the next day, still off the net, Adobe Creative Cloud  telling "need to resolve" a problem. No Windows logs saying problems elevating any programs?

I have the last couple of days start to thing that ACC does not close its files correctly or does not write status to registry.

The problem for me is that I have already spent too much time on this. I could use file system tools to check out what files are modified - because that is the indication of Adobe's error message, isn't it? But where is the list of files belonging to ACC - and thus could be corrupted? Or, registry tools to check for things changed/not changed. - But as you probably know that is quite a bit of timeconsuming, especially if you don't have a head start, where people or Adobe, tell you what to look for. And yes I can find out every exe/dll that is started via ACC, but why do that if I feel like Adobe is not at all interested, and seem to deny all knowledge about this type of problems since it's not in the FAQ:s?

Yeah, I know that your suggestions will very likely fix it - for a day, a week, a month, or just an hour after a reboot? But the "real fix" should come from elsewhere, somebody that isn't taking responsibility - at all! Has anybody, anywhere got an answer to a question to why this happens from Adobe? Is there anywhere a posting of Adobe taking responsibility for the problem? Never seen it!

Really appreciate your answer and your attempt to help out, I really do!

Ingemar

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
November 28, 2017

if your cc works fine for a while and eventually fails, something on your computer (av, antimalware, cleaner etc) is causing the problem.

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