Cannot access Adobe Cloud or any apps

Question

I need to access Illustrator. When I click to open Illustrator, edit an Illustrator file, or open Adobe Creative cloud, I got error messages telling me to reinstall the software. When I go to my system settings and select uninstall for Illustrator or the Adobe Cloud, the same message appears. I have tried re-downloading which is the only thing I can do successfully. When it downloads successfully, it automatically closes out the app and nothing happens afterwards. I have a time sensitive project and I've already spent my whole work day trying to troubleshoot this issue. I uploaded the error messages I received and to reinterate: the same 2 messages appear when I try to open any Adobe app, including the Adobe Creative Suite and I get the same message when I attempt to uninstall any Adobe app.

Anshul_Nautiyal · Accepted Answer

Hi @NMsss33483330qv26,

Thank you for reaching out. Based on your query, it appears that you are unable to access Illustrator, Creative Cloud, or any Adobe apps. Whenever you try to open Illustrator, edit an Illustrator file, or launch the Creative Cloud app, you receive error messages instructing you to reinstall the software. Please confirm if this is the issue you need assistance with.

Based on the information and the error messages you shared, it seems that critical Microsoft Visual C++ runtime files (specifically, VCRUNTIME140_1.dll and MSVCP140.dll) are missing from your system. These files are essential for Adobe Creative Cloud and related applications to function correctly.

Here are the steps to resolve the issue:

Install Microsoft Visual C++ Redistributable Package:

Completely uninstall all versions of Microsoft Visual C++ Redistributables. Ensure that you have installed both the x86 and x64 versions for 2015, 2017, 2019, and 20221. Sometimes, having all versions installed can resolve compatibility issues.

Download and install both the x86 and x64 versions of the Visual C++ Redistributable for Visual Studio 2015, 2017, 2019, and 2022.
After installation, restart your computer.

Additionally, please refer to the following document for more information: https://adobe.ly/4d3UoPp

Run as Administrator:
Try running Adobe Creative Cloud and Illustrator as an administrator. Right-click on the application icon and select "Run as administrator."

Check Windows Updates:
Ensure your system is fully updated.
Go to Settings > Update & Security > Windows Update, and install any pending updates.

Temporary Antivirus/Firewall Disable:
If you have antivirus or firewall software, temporarily disable it during the installation process, as sometimes these can interfere with critical installations.

Repair or Reinstall Creative Cloud Desktop App:
After installing the Visual C++ redistributables, if Creative Cloud still does not function properly, use the Adobe Creative Cloud Cleaner Tool to completely remove all Adobe applications and Creative Cloud files from your system: https://adobe.ly/3GxgzRR
Restart your machine.
Reinstall the Creative Cloud Desktop App from here: https://adobe.ly/3RFcFIX

Please try these steps and let me know if the issue persists or if you require further assistance.

Regards,
^AN

kglad · Answer

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 and you have windows, open your control panel > add/remove programs > cc desktop app > repair

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>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

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