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SaintMoo
New Participant
June 20, 2021
Answered

Creative Cloud desktop app is not loading.

  • June 20, 2021
  • 9 replies
  • 76922 views

I'm on Windows 10. I tried opening Creative Cloud, but it is stuck at the "Loading Creative Cloud" screen, and error message saying "Creative Cloud is taking longer than usual to load. Relaunch Creative Cloud or restart your computer and try again" (see picture).

 

I've tried following the link here. So far I've tried:

1. Turning off CC and restarting my computer

2. Restarting my computer

3. Uninstalling and reinstalling CC

4. Deleting the OOBE files (except ANEData.db and filesync.db because Windows 10 says CC is using it), restarting computer and running CC

5. Updating my PC

 

None of it works.

 

Is there a fix to this?

    This topic has been closed for replies.
    Correct answer kglad

    first, reset the cc app:

    to reset the cc desktop app, make sure it's in the foreground, then press:

    Win: Ctrl + Alt + R
    Mac: Cmd + Opt + R

    if that fails, try to repair
    https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

    if that fails go ahead and uninstall/reinstall per the above link

    if that fails, do a clean cc install following each applicable step:

    uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
    then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
    clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
    check for, and if available, update your os
    repair all ms visual c++ versions that can be repaired.
    update your ms visual c++, if it can be updated
    restart your computer (don't skip this)
    reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
    if you're unable to install the cc desktop app at this stage, use the link 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

    9 replies

    M
    marcodema
    New Participant
    August 21, 2024

    I had also problem with CC, it would never load, just spinning. I tried methods mentioned here, it didn't work. In the end I change a network to mobile and it eventually worked. I can't believe that they charge so much and the bug is still here in 2024.

    kglad
    kglad
    Adobe Expert
    August 21, 2024

    if you have a network problem, that's not on adobe's end.

    E
    EarthCD38859056wmw2
    New Participant
    July 28, 2024

    adobe creative cloud, I won't wait for it to load anymore, and also plans, not free

    kglad
    kglad
    Adobe Expert
    July 28, 2024

    @EarthCD38859056wmw2 

     

    if you're seeing the apps tab issue, that's on adobe's end ~july 27-july 29 2024

    C
    Chaïm30699106yo48
    New Participant
    June 24, 2023

    Currently having the same issue. 

    I tried all, cleaning all CC app, uninstall all CC + programs, deleting the ALL the OOBEE files, updating my PC (currently on windows 10). 

    I don't see the end of it... Please help me.

    kglad
    kglad
    Adobe Expert
    June 25, 2023

    @Chaïm30699106yo48 

     

    follow 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.

    A
    Andy30712450gvb6
    Participating Frequently
    June 25, 2023

    hello @kglad , i've followed all of your directions, from uninstalling all adobe-related apps to using the cc cleaner app to updating my windows to using the alternative download link, and my creative cloud program still isn't loading its "Apps" page. without access to "Apps," i cannot reinstall the adobe programs i previously uninstalled.

     

    my problem is that my creative cloud program is installed fine, it's just that the "Apps" "Files" and "Discover" pages are stuck on the spinning wheel/loading screen, and i receive the notification of "Your apps are taking a long time to relaunch" or something along the lines of that.

     

    do you have any further advice? 😞

    R
    Roberta5CD9
    Participating Frequently
    January 19, 2023

    I have had this program for almost 2 years now and have to constantly use repair to reload it. There was another forum with many folks complaining of the same thing and they shut it down and told us to go here. Still no correct answer and it has nothing to do with any malware antivirus or network. We pay alot for this subscription and it would be lovely to have this issue resolved.

      kglad
      kglad
      Adobe Expert
      January 20, 2023

      @Roberta5CD9 

       

      exactly what problem are you seeing?

      R
      Roberta5CD9
      Participating Frequently
      December 27, 2023

      I have it worked out thank you!

      brentcopeland
      brentcopeland
      New Participant
      May 19, 2022

      Do you happen to have any malware/virus software?  I had the same issue and turning malwarebytes off, then stopping CC app completely, then restarting it, allowed an update that was running to finish, and everything works now.

        M
        margaretw65488533
        Known Participant
        May 19, 2022
        Yes, I have malware and anitvirus. I believe I disabled them, and still had the problem. At the moment, everything is running fine.

        Margaret
        A
        atbattson1
        Known Participant
        April 19, 2022

        I had a similar issue. Windows 10. CC appeared to be running in Task manger but I was unable to open it. Used to work fine. In the end after restarts of windows failed I just reinstalled the creative cloud basic app over the top of the existing ones and it worked again. 

          T
          the_editor_27
          New Participant
          May 2, 2022

          What do you mean by "reinstalled the creative cloud basic app over top of the existing ones"?

          I've uninstalled, reinstalled, used the cleaner, shut off firewalls and antivirus, shut down everything in the task manager, restarted, power cycled my PC, cleaned my credentials, basically everything short of letting an Adobe rep take over my computer, which I really don't want to do.

          C
          craigb17
          Inspiring
          February 1, 2022

          Hi - I am using an iMac (Feb 2021, Monterey 12.2) and often am unable to successfully launch Adobe CC (receiving the "Creative Cloud is taking longer than usual to load. Relaunch Creative Cloud or restart your computer and try again" message), or manually update any apps (Click on update and nothing happens). This issue occurs frequently, probably once per week and has been doing so for at least 2 years.

           

          As mentioned above, to resolve the issue I have found the following method works OK:

          1. Quit the CC App.
          2. Manually delete the contents of the OOBE folder.
          3. Relaunch the App (Sometimes relaunching twice is required).

           

          This seems to solve the issue. Hopefully this info may help other users.

          kglad
          kglad
          Adobe Expert
          February 2, 2022

          the oobe folder contains your cached credentials.  if it regularly needs to be restored, you have something (eg, av, antimalware, cleaner, defragger etc) on your computer corrupted something ins oobe.

            Ofsance
            Ofsance
            Known Participant
            December 27, 2021

            I tried all of it and even had someone from support checking on it via remote, but nothing helped. Still stuck at a loading screen. 

            kglad
            kglad
            Adobe Expert
            December 27, 2021

            what did support say?

            Ofsance
            Ofsance
            Known Participant
            December 27, 2021

            I just had a senior tech support trying all kinda stuff via remote and nothing worked. He said please wait 2 days and it will resolve by itself. wtf? 

            kglad
            kgladCorrect answer
            Adobe Expert
            June 20, 2021

            first, reset the cc app:

            to reset the cc desktop app, make sure it's in the foreground, then press:

            Win: Ctrl + Alt + R
            Mac: Cmd + Opt + R

            if that fails, try to repair
            https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

            if that fails go ahead and uninstall/reinstall per the above link

            if that fails, do a clean cc install following each applicable step:

            uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
            then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
            clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
            check for, and if available, update your os
            repair all ms visual c++ versions that can be repaired.
            update your ms visual c++, if it can be updated
            restart your computer (don't skip this)
            reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
            if you're unable to install the cc desktop app at this stage, use the link 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

              I
              igord85296158
              New Participant
              October 28, 2021

              I tried everything but still no go.

              I reinstalled creative cloud and its still stuck.

              I also ccant uninstall other apps because creative

              cloud is not working.

              Why Adobe?

              kglad
              kglad
              Adobe Expert
              October 28, 2021

              start with the cleaner step.

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