My Adobe Creative Cloud doesn't open after installing and the icons disappear

Forum|Forum|2 years ago
February 26, 2023
2 replies
4841 views

I bought Adobe Creative Cloud on Windows 10 and it doesn't open whenever I try click on the small icons, it just disappears and vanishes.

This topic has been closed for replies.

Correct answer Jeffrey_A_Wright

ElectricMario, I am sorry you are having trouble while trying to utilize a new Creative Cloud Individual membership. Please follow the guidance provided by Kglad and begin a support session at https://helpx.adobe.com/contact.html?rghtup=autoOpen so help can be provided to unblock any errors you are encountering.

I don't see any record of any interactions, so please utilize a different web browser or device to begin the support session. You can also bookmark https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html which provides guidance on how to review and update your recent support case. There are no support cases for you to currently access, and you may have to use the same device or browser that allows you to successfully chat with a member of our team at https://helpx.adobe.com/contact.html?rghtup=autoOpen

Ruchika Wadhawan

Adobe Employee

@ElectricMario Could you go to the following location on your machine and double click on Creative Cloud.exe:

C:\Program Files\Adobe\Adobe Creative Cloud\ACC

Let us know if Creative cloud gets launched.

ElectricMarioAuthor

Known Participant

It opens but it crashes

kglad

Community Expert

@ElectricMario

did you contact adobe support?

kglad

Community Expert

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, 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.

ElectricMarioAuthor

Known Participant

I tried some of it but it doesn't work, I tried uninstall it or repair it or restart it. It doesn't even work. My money is just wasted..

kglad

Community Expert

the idea is not to try "some of it". carefully follow from top to bottom without skipping steps.

or, if you're unable/unwilling to do that, contact adobe support. there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

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