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A
ArmsUnfurled
Participant
February 7, 2020
Answered

CC Desktop app displays white screen

  • February 7, 2020
  • 5 replies
  • 24021 views

We have two client systems when the CC desktop app is clicked on, pops a box with a white background instead of asking for credentials. Prior to yesterday, both installations worked. Reinstalling the app does not resolve the issue. I've considered removing and reinstalling the app, but I am not sure whether the desktop app will affect the installed CC applications and the user's customizations.

 

Thanks for your imput and attention.

ArmsUnfurled.

    This topic has been closed for replies.
    Correct answer chadw77654960

    Here is the fix for Windows. The problem is with some Internet Explorer setting.


    For anyone else having this issue on Windows, where loading a CC application (Premiere, Photoshop, Acrobat, etc) will show a blank white screen popup (which will happen when loading or after entering login credentials), just reset your Internet Explorer settings and the CC apps work again.

    Reset your Internet Explorer settings through Tools menu -> Internet Options -> Advanced tab -> Reset Internet Explorer settings section and press the "Reset..." button.

    5 replies

    cwcorbin17140974
    cwcorbin17140974
    Participant
    January 6, 2021

    I'll second it that this has to do with IE.  I uninstalled IE and Edge, and the white screen was immediatly corrected.  Thanks!

    Designing Delightful Interactions
    K
    Karthik5D95
    Participant
    October 16, 2020

    It worked! Thank you so much!

    U
    umax5555
    Participant
    July 26, 2020

    Tried this and didn't help.

      U
      umax5555
      Participant
      September 5, 2020

      Any other ideas? When I pull up Creative Cloud desktop I just get a white screen.

      F
      fourdee423
      Participant
      October 13, 2020

      There is no relable fix.  Its been happening for years but Adobe always blames it on something else.  But somehow this is the only program I have ever had that has had this problem for years.  Why Adobe will not take reponsabily for the issue is beyound me.  Its always just resinstall after it happens.  Why do I need to reinstall after every time I star my PC?

      chadw77654960
      chadw77654960Correct answer
      Participating Frequently
      June 29, 2020

      Here is the fix for Windows. The problem is with some Internet Explorer setting.


      For anyone else having this issue on Windows, where loading a CC application (Premiere, Photoshop, Acrobat, etc) will show a blank white screen popup (which will happen when loading or after entering login credentials), just reset your Internet Explorer settings and the CC apps work again.

      Reset your Internet Explorer settings through Tools menu -> Internet Options -> Advanced tab -> Reset Internet Explorer settings section and press the "Reset..." button.

        G
        Geoff250929549boq
        Participant
        July 1, 2022

        I know this is an old post, but google found this page. I am having the same issue with Adobe Creative Cloud.

         

        What "Tools menu" are you talking about? Where is this menu? Please be specific and assume I know nothing.

         

        Thanks

        S
        Community Manager
        SuJoshiCommunity Manager
        Community Manager
        February 10, 2020

        Kindly try to change the network connectivity and confirm if you are still getting the same blank page when opening the creative cloud app. You can use a creative cloud cleaner tool to remove the creative cloud app only and can re-install again.

        Here is the link to download the removal tool: https://helpx.adobe.com/in/photoshop-elements/kb/elements-installation-error-CC-cleaner-tool.html#main_Run_the_Adobe_CS5_Cleaner_Tool_for_Windows

        Use the alternate download link to download the installer: https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html#ProblemsinstallingTryalternativedownloadlinks.

          A
          ArmsUnfurledAuthor
          Participant
          February 12, 2020

          Techburner,

          Thank you for your input. We see the same error after changing connectivity.

          Removed the desktop app with the cc-cleanertool. Restarted computer and installed the cc desktop app.
          After installation completes successfully and the desktop app opens, a blue banner is displayed and references error code: 505 (Failed to lower privileges.).
          The error code and solutions KB for 505 States to uninstall beyondtrust powerbroker (not installed).
          System is up to date.
          This was a local installation.
          The secondary Logon windows service was not running.

          Removed the desktop app with the cc-cleanertool.
          Restarted computer. Checked the secondary logon service was running.
          Installed the cc desktop app.
          After installation completes successfully and the desktop app opens, a blue banner is displayed and references error code: 505 (Failed to lower privileges.). The app continued to work, but was showing red button with a white "!" on the cloud icon in the right hand end of the ribbon. Clicking the update link progresses to 45% then fails with "Sorry we couldn't update the app. Error Code 505."

          So I checked the adobe installation log and searched for error code: 505. 

          From the install log the relevent info:
          -------------------------------------- Summary --------------------------------------
          - 2 fatal error(s), 3 error(s), 0 warnings(s)

          FATAL: Error (Code = 505) executing in command 'AddUWPAppxCommand' for package: 'KANC-mul', version:1.0.1.22
          FATAL: Error occurred in install of package (Name: KANC-mul Version: 1.0.1.22). Error code: '505'
          ERROR: Privilege lowering failed PU_CreateProcessWithTokenW! Error: 1314
          ERROR: Failed to launch hdhelper exe at C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\HDBox\HDHelper.exe for install UWP with error code 1314
          ERROR: Failed to install UWP Appx Package with error failed to launch hdhelper.exe (delevated) for installing UWP appx with error code 1314
          -------------------------------------------------------------------------------------
          Any thougths/ suggestions?

          Thank you.

          A
          ArmsUnfurledAuthor
          Participant
          February 14, 2020

          I finally was able to make contact with Support. The technician did the following:

          Connected to a hotspot for internet connectivity. 

          1. Close CCD and run uninstaller 
          2. Delete folders from below locations-

          C:\Program Files (x86)\Adobe
          >> Adobe Creative Cloud
          >> Adobe Creative Cloud Experience

          C:\Program Files (x86)\Common Files\Adobe
          >> Adobe Desktop Common

          C:\Program Files\Common Files\Adobe
          >> Adobe Desktop Common

          C:\Program Files\Adobe
          Adobe Creative Cloud

          3. Run installer ACCCx5_0_0_354

          Having user test.

           

          ====

          Looks like this may be part of the issue:

          https://community.adobe.com/t5/get-started/ports-and-ips-to-be-open-permitted-in-firewall-to-download-and-work-in-creative-cloud/td-p/5569933?page=1 

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