Skip to main content
KazuT
KazuT
Inspiring
May 19, 2023
Answered

Creative Cloud takes forever or fails to load on 2023 MacBook Pro M2

  • May 19, 2023
  • 2 replies
  • 4722 views

I have a 2023 MacBook Pro M2, OS 13.3.1. I don't leave Creative Cloud open all the time to save resources. When I launch it, it either takes forever or completely fails to load. It eventually comes to a Repair screen that reinstalls it. I've done this twice, but the problem persists.

This topic has been closed for replies.
Correct answer KazuT

@KazuT 

 

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.


I called Adobe Support. A tech did a bunch of stuff, then tried to reinstall Creative Cloud. Though the install was stuck with the wheel spinning, by restarting the Mac, the install appeared to work and I was able to reinstall all my apps.

2 replies

KGeeZ00
KGeeZ00
Participating Frequently
November 16, 2024

I have had this problem on my iMac 27" (mid 2019) which is running on macOS Sequoia 15.1, although this also goes back to the past macOS systems as well. The Creative Cloud App either takes ages to load or doesn't at all. I have followed all the Adobe guides to prevent this from happening by making sure all the permissions are correctly applied, then restarting, uninstalling or repairing. With luck, I have one or two weeks without issue, then the problems start up again. This morning on launching my Creative Cloud App, I recieved the "RELAUNCH" notification then after relaunching I recieved the "GET HELP" message. This time it was a simple "REPAIR" option that did the trick to solve my problem. Is this an ongoing issue, or is it just me? Maybe its beacuase we have a rural location and connectivity? Even though I am 'hot wired' connected to the net via fibre, we do experience slow internet speeds in our erea — could this be the cause for my Creative Cloud App taking so long to downlaod or failing launch?

kglad
Community Expert
kgladCommunity Expert
Community Expert
November 16, 2024

@KGeeZ00 

 

this page explains how to install cc apps by first installing the cc desktop app.

 

the links at the page bottom allow you to select the installer suitable for your os, https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

KGeeZ00
KGeeZ00
Participating Frequently
November 17, 2024

Thanks for the link, however I am familiar with this page. I have done many fresh installs and repairs, only to have the same reoccuring problem. I have taken my iMac into a certified Apple Mac repair outlet and have been assured that my iMac is healthy and is running as well as can be. I'm at a loss and the only thing that I can narrow down the cause of the problem is, local, rural internet connectivity.

kglad
Community Expert
kgladCommunity Expert
Community Expert
May 19, 2023

https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html

 

if that fails, follow solutions 2 and 3 here: https://helpx.adobe.com/creative-cloud/kb/failed-install-creative-cloud-desktop.html

KazuT
KazuTAuthor
Inspiring
May 19, 2023

Solution 2: Uninstall the Creative Cloud desktop app, and then reinstall it

Solution 3: Run the Adobe Creative Cloud Cleaner Tool
I've tried both, but it didn't work.

 

Since repairing the Creative Cloud desktop app uninstalls all my Adobe apps (Premiere, etc.), I'm unable to do any work. I did install a Beta version of Premiere, 23.5.0 BETA (Build 37), before these issues occurred; so I can use that version until this gets resolved. However, I still have no Acrobat, Photoshop, Acrobat, etc.

 

Maybe it's a compatibility bug with Mac OS 13.3.1 (a)? The CC desktop app was working 4 days ago; but I installed two Apple security updates since then.

 

I submitted a Bug report.

KazuT
KazuTAuthorCorrect answer
Inspiring
May 27, 2023

@KazuT 

 

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.


I called Adobe Support. A tech did a bunch of stuff, then tried to reinstall Creative Cloud. Though the install was stuck with the wheel spinning, by restarting the Mac, the install appeared to work and I was able to reinstall all my apps.

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices