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10

Creative Cloud Constantly fails

Community Beginner ,
Jan 30, 2024 Jan 30, 2024

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Adobe, I  am getting sick and tired of this behaviour. I CONSTANTLY get errors from Creative Cloud indicating that it needs to repair (two in two days is just useless). DO not tell me no one else has this issue. I am sure many many do!

 

Why is this error persisting at least a year on from first seeing it.

 

The repair process requires me to completely reinstall Creative Cloud each time.

There is no actions that seem to precipitae it, it just pops up the error. Is this some sort of poor upgrade path? Or just poor coding?

Windows 11.

 

PLEASE FIX IT!!!!!!!!!!!

Signed: ANNOYED AND FRUSTRATED

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Community Expert ,
Jan 30, 2024 Jan 30, 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

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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Community Beginner ,
Feb 02, 2024 Feb 02, 2024

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In Reply to @kglad 

reset the cc desktop app by making sure it's in the foreground, then press:


Win: Ctrl + Alt + R
Mac: Cmd + Opt + R
This only restarts the app, not reset it.

if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html
Not the issue I am having.

if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair
This what happens all the time. I always get the message to repair, which it does and it's fine for a little while until the next time it asks to 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...
No, not uninstalling EVERY Adobe App and LOSE my preferences!


  1. clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
    Not done
    check for, and if available, update your os
    It's updated and always up to date
    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)
    Done,  but no other apps are failing, ONLY Adobe. CC. No other apps that use Visuall C++ are failing either.
    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)
    Already up to date (as per previous steps).
    restart your computer (don't skip this)
    Done. I know, get out of the car, get back into the car.
    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
    Not uninstalling or reinstall any of these.
    NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

 

I will monitor for a few days until the Next Failure and upload a log file if there is. Logs attached 

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Community Expert ,
Feb 02, 2024 Feb 02, 2024

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something (eg, av) is causing your recurrent problems.

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Community Expert ,
Jan 30, 2024 Jan 30, 2024

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in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



<"moved from using the community bugs">

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Adobe Employee ,
Jan 30, 2024 Jan 30, 2024

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Hi @Kim Shapley , sorry to hear this. If the steps @kglad shared don't work, can you create and upload a log file and share the uploaded file name with me? Instructions are here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

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Community Beginner ,
Feb 04, 2024 Feb 04, 2024

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Failed yet again today. So none of the steps apopeared to have worked. I uploaded the log from yesterday (on the previous message) and here is the log from today.

 

Clearly something is causing it.

Anti Virus? I will try excluding CC and see if that helps.

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Community Expert ,
Feb 04, 2024 Feb 04, 2024

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if you can fix the problem, the fix works.  again, the fact that the problem returns indicates something else on your computer is causing the problem.  ie, the app doesn't deteriorate by itself.

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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Yes, that's correct, but no previous changes have worked so it's something else, I agree.

 

So far no further failures. I have excluded CC from the AV. SO perhaps that is the solution (so far).

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Community Expert ,
Feb 07, 2024 Feb 07, 2024

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when you're ready reenable your av and see if the problem returns.

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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Clearly I spoke too soon. Yet another failure today!

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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Had not at this point reenabled the AV.

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Community Expert ,
Feb 08, 2024 Feb 08, 2024

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then something other than your av is causing the problem.  

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Community Beginner ,
Feb 14, 2024 Feb 14, 2024

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Yes, obviously.

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