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Cant open Creative Cloud

Community Beginner ,
Jun 02, 2023 Jun 02, 2023

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Hello ! 

I've got a problem with CC since almost 2 month: i can't open it, it keeps loading for so long...

I tried to uninstall it and install it again but still the same problem...

 

I tried to repair it, but the processus is stuck at 2%, saying "Trying to connect to server"...

 

By the way, my internet connection is perfectly working...

 

I can't update my apps and it start being a problem here...

 

Thanks so much for your help.

 

Nicolas

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Community Expert ,
Jun 02, 2023 Jun 02, 2023

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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, 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.

 

<moved from download&install>

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Community Beginner ,
Jun 02, 2023 Jun 02, 2023

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Capture d’écran 2023-06-02 160409.png

 This happen while i try to repair CC...

I'll try to clean everything but idk..

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Community Expert ,
Jun 02, 2023 Jun 02, 2023

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once you reach the cleaner step it's mor important to heed the details.

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Community Beginner ,
Jun 02, 2023 Jun 02, 2023

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Well, i cleaned everything with the Adobe tool, and still the same problem...

Capture d’écran 2023-06-02 161736.png

 

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Community Beginner ,
Jun 02, 2023 Jun 02, 2023

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I tried in WIFI connection but also directly plugged to my internet box w/ ethernet, still the same...

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Community Expert ,
Jun 02, 2023 Jun 02, 2023

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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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Adobe Employee ,
Jun 02, 2023 Jun 02, 2023

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LATEST

Hi @defaultpdk65wmsawsk,

Could you please share the Creative Cloud logs using Log collector tool. Also, could you follow the steps below and share the screenshot of the proxy settings on your machine:

1. Open command prompt.

2. Run the command 'netsh winhttp show proxy'

3. Share the screenshot.

 

Regards,

Ruchika

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