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

Forum|Forum|5 years ago
March 3, 2021
13 replies
30282 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

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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.

A

Adaikal

Participant

Hi,

After recent creative cloud update, creative cloud application is failing to launch.

Getting "Adobe CEF Helper has stopped working" pop up when launching creative cloud.

Below is the error I note in Event logs:

Faulting application name: Adobe CEF Helper.exe, version: 5.4.1.534, time stamp: 0x603ad432

Faulting module name: KERNELBASE.dll, version: 10.0.14393.3659, time stamp: 0x5e9140ed

Exception code: 0xe06d7363

Fault offset: 0x0000000000034f38

Faulting process id: 0xba8

Faulting application start time: 0x01d711921ce33d06

Faulting application path: C:\Program Files\Common Files\Adobe\Adobe Desktop Common\HEX\Adobe CEF Helper.exe

Faulting module path: C:\Windows\System32\KERNELBASE.dll

Report Id: cc2d2243-4bcd-4ad2-ae28-de3249033bcd

Faulting package full name:

Faulting package-relative application ID:

Creative Cloud version: 5.4.1.534

OS: Windows server 2016

Tested in multiple VMs, facing same issue after updating CC to latest version.

Any idea how to fix this?

S

Sam_C123

Participant

Hi

I am also facing the same issue with the same enviroment (Server 2016 running RDS) All 4 RDS hosts running Server 2016 / CC Ver : 5.4.1.534

Please can we get an update from Adobe regarding this?

Thanks

Sam

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.