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Flavio5E6B
Participant
May 31, 2023
Question

Creative Cloud desktop app causing high cpu usage in windows file explorer

  • May 31, 2023
  • 2 replies
  • 3665 views

This is my first time reporting a bug here.
I found out creative cloud desktop app somehow causes windows file explorer to use a cosntant 25% - 30% cpu usage, even when all files are synced, and in some instances makes the file explorer crash. 

This is happening on a desktop and a laptop, running windows 11 pro
this happens as soon as windows started.
The only solution I found that works is to end all tasks related to creative cloud in the task manager,  

Windows 11 Pro
Version 22H2
OS Build 22621.1702

I hope somebody can help, 

Flavio Cappelletti.

    This topic has been closed for replies.

    2 replies

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 1, 2023

    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-messaging 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-messaging

    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.

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

    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 if it helps you get responses.

     

    <moved from using the community bugs>

    F
    Flavio5E6BAuthor
    Participant
    June 28, 2023

    @kglad thank you for your help and the info above.

    Here us an update,
    I found out the issue was caused by a premiere project, I was just starting my monthly backup, and as soon as I moved the first project folder to archive and deleted it from adobe cloud, everthing started to work normally again.

    This is not the first time Ive seen sync issues related to premiere projects, the difference is that in the past I would get an error message about a file that couldn't be synchronized. most of  the times it was either .pek or .cfa file that premiere pro generates by itself. I remember reporting this more than once, I even mentioned it  in a phone call with tech support.
    Well this time I got no error message and no way to know what was causing ac to freeze my computer.

    I hope this is helpful.

          

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 28, 2023

    thank you for the response. 

     

    was there any logic to tracking the problem?

    John Waller
    Community Expert
    John WallerCommunity Expert
    Community Expert
    May 31, 2023

    Which exact version of the Cloud desktop app are you running?

    F
    Flavio5E6BAuthor
    Participant
    June 19, 2023

    5.10.0.0573

     

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 19, 2023

    @Flavio5E6B 

     

    start with resetting your cc app.

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