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Kelly5DC5
Participant
November 12, 2024
Answered

New updates for adobe apps not working

  • November 12, 2024
  • 2 replies
  • 1289 views

Hello, I just updated all of my adobe apps (photoshop, illustrator, indesign, etc) and when I open them indivdually the main home page is blank, there are no tools unless I actively open a workspace, and I can't open a new document. I can open saved documents but I am afraid to be forced to save those in the new version so I don't want to open them. Just wanted to see if others are having the same issue. I need to get work done and this is hindering my job. Cheers!

Correct answer Kelly5DC5

Hi @Kelly5DC5,

 

Thank you for sharing the details and screenshots.

Yes, you can uninstall the entire Creative Cloud using the Creative Cloud Cleaner Tool and then reinstall it. This tool helps ensure a complete removal, which might resolve any remaining issues. However, before going that route, let’s make sure we’ve tried everything:

1. Confirm All Adobe Applications are Closed: Double-check that all Adobe apps, including the Creative Cloud desktop app, are completely closed. On Windows, you can verify this in the Task Manager (press Ctrl+Shift+Esc) to ensure no Adobe processes are running.

2. Try Renaming the Folder Again: Once all apps are confirmed closed, attempt to rename the CCX Welcome folder to CCX Welcome.old. 

3. If you still encounter an error, it could be due to folder permissions. You might try running the Creative Cloud desktop app with administrator privileges and then check if the issue persists.

If these steps don’t work, then a clean reinstallation using the Creative Cloud Cleaner Tool would be a good next step. Reference: https://adobe.ly/3O6rBy6
Let me know how it goes, and if you need further guidance with the Cleaner Tool, I’m here to help!

 

Best,  
Abhishek Rao


Thanks again, I tried everything except the Cleaner Tool, I'm not really what one would call an expert so I'm a little fearful of that step. I did however find the following adivise. Go to Program Files < Common Files < Adobe < UXP. Then I renamed UXP to UXP.old and it seemed to fix it. Does that sound like a reasonable things to do? Kelly

2 replies

SWagnerPhoto
SWagnerPhoto
Participant
April 14, 2025

I had a similar issue in that all my image file numbers & color files selected vanished as well.
I thought the updating process would happen automatically, yet that so-called "scheduled update"
never happened.

 

Robert at ID-Tasker
Robert at ID-Tasker
Legend
April 14, 2025

@SWagnerPhoto

 

Unfortunately, it's BEST to turn OFF automatic updates - and initiate them manually ONLY after 3rd or 4th minor update 😉 if not even stay one major version behind 😉

 

Abhishek Rao
Community Manager
Abhishek RaoCommunity Manager
Community Manager
November 12, 2024

Hi @Kelly5DC5,

 

Thank you for sharing your concern, and I'm sorry to hear about the trouble you're experiencing after updating your Adobe apps. To help pinpoint the issue and provide a solution, could you please share the following details:

- A screen recording of your workflow demonstrating the blank home pages, missing tools, and any issues when trying to open or create a new document.
- Your operating system and version.

This information will help us understand the behavior and find a fix more effectively. We appreciate your patience and look forward to your response!

 

Best,  
Abhishek Rao

K
Kelly5DC5Author
Participant
November 13, 2024

Thank you for the response. The screenshot below is all I see when I open the newly updated software (Illustrator, InDesign, Photoshop, Premiere). Everything is blank and the “home” icon in AI is grayed out (there others don’t show a home icon).

 

 

 

If I select File < New File, nothing happens. But if I open a saved document, it works.

 

If I go to Window < Workspace < and choose an option, I get all of the tools to show.

 

Here are the stats on my system (it is older but not that old)

 

 

 

 

 

 

Should I try to uninstall and re-install?

 

Thanks, Kelly

Abhishek Rao
Community Manager
Abhishek RaoCommunity Manager
Community Manager
November 13, 2024

Hi @Kelly5DC5,

 

Thank you for the detailed information and screenshots; they’re really helpful. It seems there could be a couple of underlying issues affecting the home screen display and new document creation across multiple Adobe apps.

Before proceeding with a reinstallation, I recommend trying the following troubleshooting steps:

1. Clear Cache and Preferences: https://adobe.ly/48LBlqQ

   - For each app, try resetting the preferences by holding down Shift + Option + Command (Mac) or Shift + Ctrl + Alt (Windows) while launching the application. Confirm the prompt to reset preferences. Reference:
   - Clear any cached data that might be affecting the UI display.

2. Sign Out and Back In:
   - Sign out of your Adobe Creative Cloud account and restart your computer. Sign back in to see if the home screen and tools return to normal.

If the problem persists after these steps, please let me know, and we can look into more solutions.

 

Thanks for your patience, Kelly. I hope these steps help, and I’m here to assist further if needed!

 

Best,
Abhishek Rao

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