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Creative Cloud will only open on a VPN

New Here ,
Jun 17, 2024 Jun 17, 2024

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I can't get Creative Cloud to open on my computer. It says initializing forever and then eventually says it cannot communicate with the Adobe servers. I enabled a VPN, and suddenly it worked. Any ideas what might be causing this issue?

Bug Unresolved
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App installs and updates

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Community Expert ,
Jun 17, 2024 Jun 17, 2024

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start at the top and work your way down applying applicable fixes until your problem is resolved.

 

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if cc (win): https://helpx.adobe.com/creative-cloud/kb/creative-cloud-desktop-application-failed.html

if osx 10.12 (sierra) or 10.13 (high sierra), https://helpx.adobe.com/creative-cloud/kb/install-creative-suite-mac-os-sierra.html

---------------------------------------------

if, your error is: "Installer failed to initialize. File not found." or "Installer failed to initialize. This could be due to missing files."

 

Delete the entire contents of the OOBE folder:

1) Quit the Creative Cloud desktop app from the gear icon in the upper-right corner.

2) Browse to the following location based on your operating system.

A) Mac OS: /Users/<user name>/Library/Application Support/Adobe/OOBE
NOTE: \Users\<user name>\Library\ is hidden by default. To unhide see below*

B) Windows: C:\Users\<user name>\AppData\Local\Adobe\OOBE
NOTE: C:\Users\<user name>\AppData is hidden by default. To unhide see below*

*see bottom of https://helpx.adobe.com/creative-cloud/kb/unknown-server-error-launching-cc.html for info on unhidding
---------------------------------------------

 

if that fails or isn't the exact error you see:

 

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

 

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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