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JasonNVSD
JasonNVSD
Participating Frequently
September 27, 2017
Answered

CCLibrary Performance Bug

  • September 27, 2017
  • 1 reply
  • 2911 views

On all of our PCs, whenever a CC application is open, every 5-10 seconds, the cursor will change to a wait cursor for about a second.  This is continuous, and happens even when nothing is open in the application.

I traced the issue to "C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CCLibrary\CCLibrary.exe".  As far as I can tell, it's executing and crashing in a loop.  If I close all CC applications, then rename or delete CCLibrary.exe, the problem goes away.  Alternatively, if I close "Libraries" in a CC application, then close and re-open the application, the problem goes away.  Most of our users don't use Libraries, but I still need it working for those that do.  The problem exists on Windows 7 and Windows 10, on different hardware, and at different sites.  We're using the latest 2017 versions.

    This topic has been closed for replies.
    Correct answer alisterblack

    Hi,

    Thanks for your response.

    We would need to dig deeper into the issue.

    I would advise collecting logs and opening a case with support.

    Logs can be collected with the Log Collector Tool

    Please also let us know the exact version of the apps impacted and the Creative Cloud Desktop App.

    To contact support please use one of the following options.

    Creative Cloud for Enterprise - from the Admin Console go to the support tab to open a case. Phone and chat options are also available here.

    Creative Cloud for Teams - from the CCT Admin Console go to the Help tab for chat and phone options.

    Alternatively please Contact Customer Care

    1 reply

    alisterblack
    alisterblack
    Inspiring
    September 29, 2017

    Hi,

    As this issue is impacting all machines across your organisation it points to being proxy/firewall related. The CC library may be having an issue syncing.

    The first thing to check is that apps are up to date and especially that the Creative Cloud Desktop App is up to date. Older versions of the Desktop App have more limited proxy support.

    For more details around this see Solution to the issue: Adobe Creative Cloud Libraries panel doesn't load in desktop products

    JasonNVSD
    JasonNVSDAuthor
    Participating Frequently
    October 10, 2017

    Even if a network was preventing it from syncing, it shouldn't crash, loop, and destroy the performance of all the CC applications.  Consider when users are working off-site, with restricted internet access (e.g. hotels, hot spots, etc.) or working without internet access.

    I already said that I was using the current version of the CC applications.

    alisterblack
    alisterblackCorrect answer
    Inspiring
    October 11, 2017

    Hi,

    Thanks for your response.

    We would need to dig deeper into the issue.

    I would advise collecting logs and opening a case with support.

    Logs can be collected with the Log Collector Tool

    Please also let us know the exact version of the apps impacted and the Creative Cloud Desktop App.

    To contact support please use one of the following options.

    Creative Cloud for Enterprise - from the Admin Console go to the support tab to open a case. Phone and chat options are also available here.

    Creative Cloud for Teams - from the CCT Admin Console go to the Help tab for chat and phone options.

    Alternatively please Contact Customer Care

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