Creative Cloud Desktop app crashes repeatedly

[Robin27419780zw79]

I am running Creative Cloud on a Mac and have been running it for a number of years. Today the Creative Cloud Desktop app started crashing immediately upon startup. This prevents InDesign and the other apps in the suite from operating properly. I've tried the suggested remediations, running the Apple Disk Utility to repair the volume and restarting the computer, to no avail. I've also tried uninstalling and reinstalling the Desktop app, but neither process has been successful. This situation has happened previously and required an Adobe support engineer to uninstall and reinstall the Desktop app removing a set of old files. I'd prefer not

to wait until Monday to talk to an Adobe support engineer, but that looks like the best alternative. Any other suggestions?

[kglad]

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 and you have windows, open your control panel > add/remove programs > cc desktop app > repair

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>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

[Ruchika Wadhawan]

Hi @Robin27419780zw79 To further investigate this issue, we would require certain log files and crash dumps from your machine. The steps to collect the same are mentioned below:

1. Open Console on your Mac.

2. Go to Crash Reports section.

3. Look for any 'Creative Cloud' related crashes. Right click -> Reveal in finder.

4. Share the dumps with us.

5. Please also run Log collector tool on your machine and share the file name with us.

Regards,

Ruchika Wadhawan