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

Community Beginner ,
May 31, 2023 May 31, 2023

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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.

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Community Expert ,
May 31, 2023 May 31, 2023

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

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Community Beginner ,
Jun 19, 2023 Jun 19, 2023

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5.10.0.0573
Flavio5E6B_0-1687190153527.png

 

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Community Expert ,
Jun 19, 2023 Jun 19, 2023

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@Flavio5E6B 

 

start with resetting your cc app.

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Community Beginner ,
Jun 19, 2023 Jun 19, 2023

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@kglad thanks for your response, and for your help, here is what I did:

- I closed everything and restarted my computer 
- then I restarted Adobe Cloud Ctrl+Alt+R, as directed
here is what what happened:

File sync stopped working,
I get a File Error - Could not enable sync,
- I paused and resumed the syncing - didnt work
- I clicked the refresh button - still the same

also here is a screen shot,
- I still have a constant 20+% cpu usage
- all file icons inside adobe cloud sync folder are white
- some folders inside adobe cloud sync folder wont open
- other folders show that green loading bar forever
-other folders never show contents, that also happens with my default downloads folder as shown in screenshot.

Screenshot 2023-06-19 115130.png



 

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Community Expert ,
Jun 19, 2023 Jun 19, 2023

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ok.  continue with the next step listed in my previous detailed reply.

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Community Expert ,
May 31, 2023 May 31, 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.

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

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>

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Community Beginner ,
Jun 28, 2023 Jun 28, 2023

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@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.

      

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Community Expert ,
Jun 28, 2023 Jun 28, 2023

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thank you for the response. 

 

was there any logic to tracking the problem?

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Community Beginner ,
Jul 03, 2023 Jul 03, 2023

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No.

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Community Expert ,
Jul 03, 2023 Jul 03, 2023

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@Flavio5E6B 

 

sorry to hear that, but ok.

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