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defaulthdk6z2eyyci4
Participating Frequently
December 3, 2020
Question

Creative Cloud Desktop shows white screen

  • December 3, 2020
  • 1 reply
  • 5478 views

Hello,

 

my Creative Cloud Desktop App does only show a white screen (Windows 10, Build 1909).

 

I tried several solutions I found in the community, but none worked so far:

 

1.Updating Creative Cloud Desktop and deleting OOBE-Folder content and restarting (https://helpx.adobe.com/creative-cloud/kb/creative-cloud-app-doesnt-open.html)

2. Repair Creative Cloud Desktop

3. Uninstall and Reinstall

4. Rename [System drive]:\Users\[username]\AppData\Local\Adobe\OOBE\opm.db like suggested https://community.adobe.com/t5/download-install/cloud-desktop-app-is-blank/td-p/5316273?page=1

5. There are no special characters in the account name, like described in https://helpx.adobe.com/creative-cloud/kb/blank-white-screen-ccp.html

 

There are a lot of Adobe and CC tasks running (with hardly any CPU/memory usage), but  the mouse wheel keeps spinning, no matter, which program I'm working in.

This goes on for hours and stops only, if I kill the CC tasks.

 

Any other suggestion?

 

Thank you

This topic has been closed for replies.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
December 3, 2020

i know you've done some or most of this:

 

ftry resetting the cc app: To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
restart your computer (don't skip this)
reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.
if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
use the desktop app to install your cc programs/trials

 

and if that fails or you just want to skip to difficult stuff and you have win 10:  open control panel>uninstall a program>scroll to the various ms vis c++ redistributables and use "repair"

    D
    defaulthdk6z2eyyci4Author
    Participating Frequently
    December 3, 2020

    Thank you for your reply.

     

    Now I tried several other steps you suggested, all repair/uninstall tries with CC Desktop itself hadn't helped.

     

    1. Repair all ms vis c++ redistributables.

    => Didn't help, same problem remains

     

    2. As last resort I uninstalled all CC apps, the CC Desktop app and used the cleanup tool to "Clear All". After computer restart I installed CC Desktop again from https://www.adobe.com/creativecloud/desktop-app.html

    Same result, the window remains blank white, with a lot of Adobe processes running, but doing nothing

     

    Now, when I close the window (with the "x" in the corner, Ctrl + Alt + R does not work), All Adobe background processes keep running, and also the "Adobe CEF Helper" remains running, as background task,

     

    So, now I'm again were I started, only that I don't have any working Adobe Apps left.

     

    Do you have any other suggestion? I need Adobe Acrobat for work...

     

    Thank you very much,

    Christoph

     

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    December 3, 2020

    if you got to the clean reinstall, you should have updated your os.  did you?

     

    if so, what win 10 build now is installed?

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