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Creative Cloud not connecting correctly

Community Beginner ,
Aug 26, 2023 Aug 26, 2023

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I have been using Adobe Xd for a while and suddenly I can't edit anything, I had diagnosed the issue being that my computer isn't connecting to Adobe from Creative Cloud correctly, I can download files and log into Creative Cloud but its acting very wierd.

When I hover over the cloud storage icon it just says "Gathering storage information..." and then fails. This is not an account issue because I can connect and edit documents just fine on my laptop.

I use an ethernet connection and sometimes with a VPN.

My PC specs are:
AMD Ryzen 7 3800X
RTX 3070 TI OC
32 GB 2666Mhz Ram
And a lot of ssds

NeoLights_0-1693065852340.png

 

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Community Expert ,
Aug 26, 2023 Aug 26, 2023

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on the problematic computer, reset the cc desktop app by making sure it's in the foreground, then press:

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


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


if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*


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

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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Community Beginner ,
Aug 26, 2023 Aug 26, 2023

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It still does not wan't to connect, do you recommend removing Adobe Id Credentials and may I know what they do and contain?

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Community Expert ,
Aug 26, 2023 Aug 26, 2023

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no. contact adobe support.

 

there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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Community Beginner ,
Aug 26, 2023 Aug 26, 2023

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It says I need an active plan but I don't use one since Adobe Xd is free.

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Community Expert ,
Aug 26, 2023 Aug 26, 2023

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<moved from cc services>

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Community Beginner ,
Aug 27, 2023 Aug 27, 2023

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Its not an Adobe Xd issue, its still a CC connection issue. I have moved to Twitter and will update when I get a response.

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