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OneLove724
OneLove724
Participant
November 2, 2019
Question

Serious Crash after latest Creative Cloud Update.

  • November 2, 2019
  • 3 replies
  • 321 views

Okay, is anyone else having this problem? Two days ago, my Creative Cloud App updated automatically. It totally messed up my PC. It won't load, and has messed up my Windows 10 Pro build to the point I've had to reset my PC. I tried to uninstall the CC App, but it won't let me, bcause it says that there are still programs that need it. I tried repair, but no improvment. My Windows literally keeps getting a message that says IT has stopped responding. The only other thing I did was install the Acrobat program in the last few days. I've had CC from it's beginning, and have never had an update crash my PC this hard. It goes from "taking longer to respond than normal, to literally freezing my Windows build. HELP!

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3 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
November 2, 2019

I've had no problems with the latest Creative Cloud desktop app on my Windows 10 (1903 build).  If you can't uninstall software, that's usually a sign of a system problem.   I highly recommend running virus scans.  And it might not be a bad idea to run hard drive diagnostics too.

Nancy O'Shea— Product User & Community Expert
    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    November 2, 2019

    https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html may help remove everything so you can do a fresh install

    OneLove724
    OneLove724Author
    Participant
    November 2, 2019

    I'll download that for the future. I'm about done with my reset. Did you have any issues with the latest update? I probably shouldn't have my settings set to keep everything up to date. I have never had an issue this bad, where even a repair couldn't work. I'm also going to not have Creative Cloud boot on launch. Maybe it's because I got a new Insider Build? I just know that my PC would try and launch the Creative Clould portal and get stuck. It would spin on the screen, end up saying "taking longer than normal to launch, get some help." Then even the get some help button wouldn't respond. My entire computer stopped responding. Eventually, Windows did unstick, and I was able to get into Control Panel.I was able to uninstall Acrobat, but every other app would launch the Creative Cloud app, starting the whole freeze over. Finally, out of ideas, I did the PC reset. I'm afraid to reinstall the Creative Cloud App after it completes...

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