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Can't launch any app from Creative Cloud! Error code: 12013

New Here ,
Apr 27, 2024 Apr 27, 2024

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Hello Community, 

It's been a week since this error showed up. I was opening and using Creative Cloud app with ease, the next day i received this error while opening any app. And ever since Adobe Agents were unable to help me out. I'm using a macbook running macOS Sonoma 14.4.1, I don't understand how that happened but would really appreciate any help. 

 

Thank you!

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App installs and updates

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Community Expert ,
Apr 27, 2024 Apr 27, 2024

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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.

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New Here ,
Apr 27, 2024 Apr 27, 2024

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hello, thank you for the reply. I have tried everything you mentioned. Even creating a new user. at this point i just gave up on this whole thing. thank you anyways, gonna unsubscribe.

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Community Expert ,
Apr 27, 2024 Apr 27, 2024

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contact adobe support via chat before giving up.  they can connect to your computer and troubleshoot the issue.

 

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, 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/x:
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.

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New Here ,
Apr 27, 2024 Apr 27, 2024

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already did that, my last chance was to check here. I already gave full acess to adobe experts but nothing helped.

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Community Expert ,
Apr 27, 2024 Apr 27, 2024

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@Marc_262 

 

did adobe support connect to your computer and try to help?

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New Here ,
Apr 28, 2024 Apr 28, 2024

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Yes, all attempts failed, and I was expecting a scheduled call from Adobe but they never reached out...

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Adobe Employee ,
Apr 28, 2024 Apr 28, 2024

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Hi @Marc_262 , could you collect and upload a log file so we can understand what's going on? Please share the uploaded filename here. Instructions are available at: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

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