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SethBest
Participant
April 26, 2017
Question

Creative cloud app breaks on EVERY update on multiple PCs.

  • April 26, 2017
  • 3 replies
  • 943 views

My organization made the unfortunate decision to start using Adobe Creative cloud instead of just sticking with our CS6 licenses about two years ago now (I'm a sys admin so I don't know if there were features that were worth it or not, I just know that Creative Cloud has been an absolute nightmare to administer).

I've had a few problems, mostly from the complexity of administering licenses based on users' email addresses and their constant penchant for forgetting passwords, but that's a minor issue when compared to this-

The Creative Cloud app breaks...with... EVERY... update. I've read all the forum posts and tips on fixing this issue when it happens. I'm a pro at manually deleting program folders, re-copying the old executable that disappears with every update (sometimes the .exe file disappears from the ACC folder to never reappear (and deletes the desktop icon at the same time which is weird) other times it just removes the file extension). I've many times had to run the adobe product cleaner utility to wipe out all traces of the creative cloud app and then I reinstall it... and sometimes it wants to update after reinstalling which just repeats this cycle.

Sometimes I will retrieve the old executable from a previous version of the programs folder, put it in the ACC folder and the ridiculous thing will work!... until the next update. Sometimes I replace the executable and it loads the app but the app never gets to the login page, it just spins a ring of circles as if it's loading forever.

I need to get to a more stable way of running these apps, I can't be spending two hours on every system every month or two when a mandatory update comes out. Is this a problem with UAC?

Users in our organization, like virtually every large organization in the world, do not have admin rights so I have to run the updates by entering some admin credentials. I've successfully done updates when logged in as my admin account (which is a really awful workaround when the licenses are administered to the user's email and password, so I keep a full suite assigned to my email just for this purpose[that's right, we're paying for an entire extra suite license just to do installs and updates]); this works sometimes, other times it wants to update again when the standard user logs back in.

Is there a procedure that I should be following after the update looks like it's done, and creative cloud shortcuts and executable are gone, like leaving the computer for a few minutes to let some background script that's running silently finish? Should I be doing a restart and then waiting?

I can't be the only one with this issue, our organizational setup is pretty standard as far as things go.

All users are on Windows 7 64x Enterprise. They all have recent i5 processors and between 8 and 16 GB of RAM. All users do not have administrative rights on their workstations. I am installing from the file- "CreativeCloudSet-Up.exe" I've grabbed updated versions of this a few times to see if that would help, but they are always the same file size which makes me think it's just a generic non-changing web-installer.

Any help that isn't "have you tried reinstalling it" or  "run the adobe uninstall cleanup tool" would be greatly appreciated.

Thanks.

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    3 replies

    SethBest
    SethBestAuthor
    Participant
    August 31, 2017

    I ended up buying device licenses for all the new requests I get, this obviates the first problem I have of needing users to have their own accounts.

    The way that Creative Cloud application kept breaking itself though never resolved. I ended up completely pulling the PC's of users with this issue and re-installing with a fresh CC install. This was a HUGE time sink and I still have users popping up with old versions. If I add the time involved to the costs of these licenses I'm paying dramatically more for creative cloud apps versus the old CS ones.

    Even the device license installs fail pretty much all the time, with varying errors, and a lot of digging through logs. Usually though the CC app at least gets installed, I login with my admin account credentials and I can reinstall the apps from there and then they work... Again this is ridiculous. If there were even a remotely similar suite to this garbage I would buy that for my company instead.

    Thanks for nothing.

    alisterblack
    Inspiring
    September 1, 2017

    Hi,

    I would check the following

    •     If Windows is not up to date, that can cause signature validation for the updater service to fail. Please ensure Windows is up to date.
    •     Check that endpoints at Adobe are not blocked by your firewall. See this document.
    •     Ensure that you are running the current version of Creative Cloud Desktop Application.

    We would need more specific errors or logs to give specific advice. My recommendation would be to open a case with our technical support teams and provide them with full logs obtained with the Log Collector tool.

    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

    kglad
    Community Expert
    Community Expert
    April 26, 2017