• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
3

Adobe Creative Cloud Diagnostics?

New Here ,
Feb 26, 2023 Feb 26, 2023

Copy link to clipboard

Copied

Hello,

after the last update of Adobe Photoshop on my mac I see in the launchpad a new program Adobe Creative Cloud Diagnostics. The program seems not to work. When I lauch the program I get an error message about an unexpected error.

Does anybody know some details about this program and why it has been installed?

Can I delete it without any risk?

 

Many thanks,

Roland

Views

6.8K

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 2 Correct answers

Adobe Employee , Mar 05, 2023 Mar 05, 2023

It's designed to be triggered automatically only for Premiere Pro right now but stay tuned 🙂

https://helpx.adobe.com/creative-cloud/kb/adobe-creative-cloud-diagnostics.html

Votes

Translate

Translate
Adobe Employee , May 31, 2023 May 31, 2023

Hi @Info300814550bdz 

 

Looking at the list of CVEs, they all seem old ones that have been addressed by Creative Cloud updates. It looks like the Vulnerability scanning tool is wrongly assuming that all executables will have same version as latest Creative Cloud Desktop App which is 5.10. This is not the case and none of the listed CVEs are applicable here. 

 

Regards,

Ruchika

Votes

Translate

Translate
Community Expert ,
Feb 26, 2023 Feb 26, 2023

Copy link to clipboard

Copied

I am also not able to find anything written about this application. Probably it's a supporting app meant to be used by some other one and not to be used directly. I would recommend to keep it installed and not mess around as that may create problems difficult to diagnose and has a potential of landing you in a situation that might lose you lot's of time for no use.

-Manan

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Feb 26, 2023 Feb 26, 2023

Copy link to clipboard

Copied

I am also not able to find anything written about this application.

By @Manan Joshi

 

I was able to find one Adobe Help page for Adobe Creative Cloud Diagnostics with a Google search. This help page is specifically for Premiere. 

https://helpx.adobe.com/premiere-pro/kb/startup-screen-hangs-premiere-after.html

 

I don't know anything else about it, but it sounds useful, at least in theory.

 

janee_0-1677428657107.png

 

Jane

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Feb 26, 2023 Feb 26, 2023

Copy link to clipboard

Copied

do you have a mac?

 

check Adobe Creative Cloud Diagnostics against online antivirus, https://www.virustotal.com/gui/home/upload

 

copy a screenshot of Adobe Creative Cloud Diagnostics and paste it here.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Feb 26, 2023 Feb 26, 2023

Copy link to clipboard

Copied

Location of the programm is /Applications/Utilities/Adobe Creative Cloud/Diagnostics.

Virus total shows not finding.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Feb 26, 2023 Feb 26, 2023

Copy link to clipboard

Copied

then just uninstall if not needed.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 28, 2023 Feb 28, 2023

Copy link to clipboard

Copied

Hi @roland1968,

 

We're sorry for the delay. In addition to the suggestions provided by our Community Experts ( @kglad , @jane-e  & @Manan Joshi ), I would like to inform you that the Adobe Creative Cloud Diagnostics (Beta) tool can help you check your GPU driver’s compatibility and provide other troubleshooting recommendations. You can keep the app in your device, it's not a virus.

 

Let us know if that helps.

 

Regards,

Tarun

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Feb 28, 2023 Feb 28, 2023

Copy link to clipboard

Copied

Thank you @Tarun Saini .

 

It looked safe to me, but I wonder why the only help page I could find was specifically for Premiere Pro? Is it possible to create a more inclusive help page?

 

Jane

 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Feb 28, 2023 Feb 28, 2023

Copy link to clipboard

Copied

Working on it 🙂

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Feb 28, 2023 Feb 28, 2023

Copy link to clipboard

Copied

Thank you @Kalvyn Rasquinha !

 

Jane

 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Mar 05, 2023 Mar 05, 2023

Copy link to clipboard

Copied

It's designed to be triggered automatically only for Premiere Pro right now but stay tuned 🙂

https://helpx.adobe.com/creative-cloud/kb/adobe-creative-cloud-diagnostics.html

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
May 26, 2023 May 26, 2023

Copy link to clipboard

Copied

We recently had our vulnerability scanning tool report on this Adobe component.

It tells us that it is potentially vulnerable to a dozen of CVEs. See attached screen captures.

It then tells us to update it to version 5.10 which seems a lot different that the one detected on our Photoshop workstation Mac Pro.

We are just using Photoshop and Lightroom on this workstation, why is this component for Premiere Pro installed anyway?

Shall we remove it manually only to be reinstalled by a future update of CC?

Shouldn't this be installed only on Premiere Pro users?

Any thought appreciated.

Adobe Creative Cloud Diagnostics 2023-05-26 at 10.55.03.pngAdobe Creative Cloud Diagnostics 2023-05-26 at 10.53.43.png

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
May 26, 2023 May 26, 2023

Copy link to clipboard

Copied

@Info300814550bdz 

 

are you the admin of a teams or enterprise license?

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
May 26, 2023 May 26, 2023

Copy link to clipboard

Copied

I am the IT security support guy of the marketing person that has the CC installed for Photoshop and Lightroom.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
May 26, 2023 May 26, 2023

Copy link to clipboard

Copied

then i don't know what can be done to help you. ie, i don't have the expertise to help and i don't know where to direct you to find someone with that expertise.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
May 26, 2023 May 26, 2023

Copy link to clipboard

Copied

I was just trying to add as welll to this thread, not aiming this question that at you direclty, more to find out if the community was aware that this component is seriously flagged by vulnerability scanners.

Then Adobe maybe aware and have some recommendations about it and share it here.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
May 26, 2023 May 26, 2023

Copy link to clipboard

Copied

we can try to flag an adobe employee and see if they have anything helpful, @Tarun Saini 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
May 26, 2023 May 26, 2023

Copy link to clipboard

Copied

Hi @Info300814550bdz,

 

Thanks for reaching out. I would like to inform you that the Creative Cloud diagnostic tool is a component of Adobe Creative Cloud that is designed to collect diagnostic information and provide troubleshooting assistance for various Adobe applications, including Photoshop, Lightroom, and Premiere Pro. It is not exclusive to Premiere Pro users but is installed as part of the overall Creative Cloud package.

 

Regarding the vulnerability scanning report, it's important to address the reported CVEs (Common Vulnerabilities and Exposures) to ensure the security of your system. Updating to version 5.10, as suggested by the scanning tool, is recommended as it likely contains security patches and bug fixes that address the reported vulnerabilities. Removing it manually might not be the best course of action, as it could potentially impact the functionality and troubleshooting capabilities of other Adobe applications.

 

Have you tried restarting the device to check if that helps? If restarting the device doesn't help, I'd recommend reaching out to and working with our support directly as a next step. They can be reached here: https://helpx.adobe.com/contact.html?rghtup=autoOpen

 

Regards,

Tarun

 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
May 27, 2023 May 27, 2023

Copy link to clipboard

Copied

Thanks for the rapid answer Tarun.

The computer with the 1.xx version is a Mac and the 5.10 probably refers to a Windows PC version.

I guess this is two fold:

- What is the latest and patched version for the Mac installation of the Creative Cloud diagnostic tool ?

- Update the Mac with this latest version and notify the vulnerability tool team of the right resolution details for a Mac with the Creative Cloud diagnostic tool

I have direct access to the vulnerability tool dev team, so I can update them with any input you may have.

Best regards

Olivier

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
May 31, 2023 May 31, 2023

Copy link to clipboard

Copied

Hi @Info300814550bdz 

 

Looking at the list of CVEs, they all seem old ones that have been addressed by Creative Cloud updates. It looks like the Vulnerability scanning tool is wrongly assuming that all executables will have same version as latest Creative Cloud Desktop App which is 5.10. This is not the case and none of the listed CVEs are applicable here. 

 

Regards,

Ruchika

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jun 01, 2023 Jun 01, 2023

Copy link to clipboard

Copied

Hi Ruchika,

Ok, so again what version should the vulnerability tool be looking for the Mac installation of the Creative Cloud diagnostic tool itself ?

Now the current installation on this Mac for the Creative Cloud Diagnostic Tool is Version 1.0.0.83. Can you confirm that this is the correct and latest version and that all CVEs are not pertaining to this version ?

 

Screenshot 2023-06-01 at 09.18.41.png

Screenshot 2023-06-01 at 09.21.21.png

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Jun 01, 2023 Jun 01, 2023

Copy link to clipboard

Copied

LATEST

Hi @Info300814550bdz 

Like already mentioned, all executables within Creative Cloud Desktop App will not have same version as that of the main Creative Cloud Desktop App and so the Creative Cloud Diagnostic Tool version is correct.

You can rely on the version of the main Creative Cloud Desktop App which is 5.10 in this case.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines