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Adobe Creative Cloud desktop app Blank white screen/CEF Helper has stopped working- Windows 1607

Forum|Forum|4 years ago
March 3, 2021
13 replies
30131 views

( Edited by moderator: This issue is now 'Solved' )

We have multiple Citrix desktop servers with recently updated Creative Cloud Desktop where users upon logging immediately get a pop up error "Adobe CEF helper has stopped working". Server OS is fully patched Windows Server 2016DC. Application error log indicates offending module is kernelbase.dll

This topic has been closed for replies.

Correct answer Bani Verma

We now have an update available for the Creative Cloud desktop app (v 5.4.2.541), please click on this link to download the patch and install it to resolve this issue.

Admins can create a package that contains the Creative Cloud desktop app from the Admin Console and deploy it to affected devices.

Let us know if this helps.

Bani Verma

Correct answer

Community Manager

We now have an update available for the Creative Cloud desktop app (v 5.4.2.541), please click on this link to download the patch and install it to resolve this issue.

Admins can create a package that contains the Creative Cloud desktop app from the Admin Console and deploy it to affected devices.

Let us know if this helps.

B

brianm65083551

Participating Frequently

Does anyone know of a way to stop users from being able to have the ability to update the CC Desktop app? Most of ours have the auto update option turned off on their preferences, but some of them still tell it to update when CC pops up the message telling them there is an update available. I've love to be able to disable the app updates all together if possible temporarily. Thanks.

D

davidm13843981Author

Participant

We also located the Acrobat Pro DC installer which will install Acrobat DC Pro without Creative Cloud Desktop.

https://helpx.adobe.com/in/acrobat/kb/acrobat-dc-downloads.html

Hope this information helps

D

davidm13843981Author

Participant

I posted the original issue. In further troubleshooting we are deploying Citrix desktops with Citrix Virtual Apps and Desktops 7 LTSR 1912 Update 1. The VDA is installed on Windows Server 2016 DC. A recent update to Creative Cliud Desktop initially caused the issue. We are not using Creative Cloud Desktop and only use Acrobat DC Pro. The only reason we have Creative Cloud Desktop is due to the fact it in installed by default when installing Acrobat DC Pro from Creative Cloud. I found a Creative Cloud Desktop uninstaller at the following link:

https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

We executed the uninstall option, and the uninstaller said it completed with errors. Upon reboot of the VDA we are no longer receiveing the Adobe CEF Helper error and it did not impact our Acrobat DC functionality.

R

Raymond Wan

Participant

I also have this problem on a Windows 10 LTSB 2016 1607 installed in desktop PC.

The Creative Cloud could not open and even can't uninstall.

I believed that upgrade to LTSC is not an official solution. Please help.

B

binaryexistence

Participant

Hi there,

I am using the Creative Cloud Desktop app, which worked flawlessly since yesterday morning. After updating it, I am not able to start it again as it is immediately crashing after startup. Windows Event Viewer displays an Application Error 1000 with the following content each time I am trying to start the client:

Name der fehlerhaften Anwendung: Adobe CEF Helper.exe, Version: 5.4.1.534, Zeitstempel: 0x603ad432
Name des fehlerhaften Moduls: KERNELBASE.dll, Version: 10.0.14393.0, Zeitstempel: 0x57899809
Ausnahmecode: 0xe06d7363
Fehleroffset: 0x0000000000017788
ID des fehlerhaften Prozesses: 0x27a4
Startzeit der fehlerhaften Anwendung: 0x01d710dbe244839a
Pfad der fehlerhaften Anwendung: C:\Program Files\Common Files\Adobe\Adobe Desktop Common\HEX\Adobe CEF Helper.exe
Pfad des fehlerhaften Moduls: C:\WINDOWS\System32\KERNELBASE.dll
Berichtskennung: 2b801a44-6658-4d8d-a75e-d2b84c7425cd
Vollständiger Name des fehlerhaften Pakets:
Anwendungs-ID, die relativ zum fehlerhaften Paket ist:

(I'm using a german Windows version, sorry)

The Windows version is Windows 10 Enterprise LTSB 2016.

The steps I have done so far:

Used the Adobe Cleanup Tool several times and reinstalled the Creative Cloud client several times
Cleaned all residue folders of Adobe in Program Files, Program Files (x86), all Common Files folders, local appdata, Roaming
Ran SFC /scannow, which ran successfully with no errors
Ran DISM /online /cleanup-image /restorehealth with no problems
Resetted windows system files via Windows Inplace Upgrade

None of these steps had helped and the problem of the crashing Creative Cloud client persists. The last resort (at least of which I could think of) would be a complete reinstallation of Windows but I'd like to avoid such a radical step as I am glad that on this company computer all the software is installed that I need. On another computer the recent version of the Creative Cloud Client works flawlessly.

Is someone familiar with this problem and has got some other solution to this problem?

Thanks in advance for your answers.

With kind regards

Andreas

kglad

Community Expert

first, reset the cc app:

to reset the cc 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
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

N

Nick Kamin

Participant

Same issue here.

Windows 10 1607 build 14393.953 physical machine.

This is a corporate SOE so an upgrade is not an option

Bani Verma

Community Manager

Hi Everyone,

Sorry to know that you are unable to use the Creative Cloud app due to this error, we are seeing this issue is only pertaining to Windows 10 LTSB 2016 version.

Please upgrade your system OS from Windows 10 LTSB 2016 to Windows 10 LTSC 2019 and check, this should help resolve the issue.

Let us know if this helps.