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ChadPreslar
Inspiring
November 27, 2013
Answered

Windows explorer crashes while using Creative Cloud

  • November 27, 2013
  • 1 reply
  • 6210 views

I am also experiencing this issue after using the creative cloud packager, installing the following applications.

Bridge

Acrobat

Photoshop

Illustrator

Indesign

English (US) as the language

Windows 7 Pro x64

When I run the installer package, about 5 min into the install explorer.exe stops working ( i.e the desktop background and icons are gone).

I do not receive a windows crash error, because explorer.exe is crashed....as if that wasn't obvious enough.

However when I restore explorer.exe from Taskmanager > new task > explorer.exe I see the software install has completed, there are no errors present, and the softwares work.

something in this installer package is killing explorer.exe.

Let me know if you need a log or something.

      This topic has been closed for replies.
      Correct answer ChadPreslar

      I am having the exact same issue.  Jeff - do you have a link to the new post?


      @bigdog3766 - My work around

      1) wait about 1-2min into deployment, then ctrl+alt+del when the icons go away on your desktop    

      2) Taskmanager > new task > explorer.exe > ok - at this point all the icons are back

      3) computer > add remove programs > uninstall Acrobat Pro

      4) Log into the creative cloud account on the computer, then click install for Acrobat Pro

      The uninstall for Acrobat pro is very quick, depending on your download speed the install can take a bit.

      This may not be a fix, but will work until the deployment tool is updated and this issue is resolved.

      Hope this helps!

      1 reply

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      November 27, 2013

      Chadpreslar the Explorer.exe process being relaunched during the installation process for the Creative Cloud Desktop application is expected behavior.

      C
      ChadPreslarAuthor
      Inspiring
      November 27, 2013

      Hello Jeff - What I meant by "restore" was I had to manually restart explorer.exe through taskmanger  - otherwise I see nothing but a blank desktop. 

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      November 27, 2013

      Branching this to a new discussion.  The previous discussion was regarding the normal behavior of the Explorer process being restarted during the installation.  This is necessary due to the system integration.

      Chadpreslar what steps are you performing prior to Explorer crashing/freezing on you?  Do you receive any specific error messages?

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