Updates

[bob frost]

Why are you still featuring 6.2 and 6.3 updates to CCD when we are on 6.8 now? It still hasn't stopped the Crash Processor running all the time. Still have to rename the files to stop it running.

Bob Frost

[Tarun Saini]

Hi @bob frost,

Thanks for reaching out and sharing this feedback. To better understand and assist you, could you please confirm which operating system you’re using (Windows or macOS, and version)?

Additionally, when you mention that we are still featuring 6.2 and 6.3 updates to Creative Cloud Desktop, could you clarify where you’re seeing this—on the release notes page, within the desktop app itself, or elsewhere? This will help us pinpoint the issue more accurately.

Regarding the Crash Processor running continuously, we’d also like to obtain more details on the steps you’re taking to rename files as a workaround, so we can investigate further.

Regards,

Tarun

[bob frost]

Hi Tarun, Thanks for replying to my post. Answering your questions:-

1             I'm using Win11 and have just updated from 24H2 to 25H2.

2             The featured posts to 6.2 and 6.3 are on page 1 of the CCDesktop Forum on which I posted my queries. This forum probably needs a bit of TLC to keep it up-to-date!

3             The problem with the Adobe Crash Processor started with the update of CCDesktop and associated CC folders and files from 6.6.0.611 last April to 6.7.0.278. I posted about that back in August -

"Immediately after rebooting, the adobe crash processor leaps into action. None of my main apps are running, nor is the desktop app (set not to run at login or after closing). So itmust be one of the other many files in the Creative Cloud Mess. There are three or four exe's that run and dozens of other files in the Creative Cloud folders, all of which were updated along with the desktop app when this problem started. I can kill the crash processor and stop anymore '*heartbeat.db-journal' files being produced and the existing ones slowly disappear. It didn't happen before the last update of the Mess."

After that one of your colleagues asked me to use a Log Collector and upload that to Adobe, which I did, but the log file was enormous and took hours to upload. I never heard anything more about it.

For a while I just used the April version of CC Desktop which didn't havae this problem. But eventually I wanted to update LR Classic so had to update CC Desktop to get it. I could use Task manager to simply end the Crash Processor, but settled on the simpler solution of renaming the Crash Processor file so that it wouldn't run. A search showed I have five instances of Crash Processor on my computer - three in the folders of Photoshop, Bridge, and LR Classic which don't cause the problem, but the two others are involved and had to be stopped. They are in the C:\ProgramFiles\Adobe\Adobe Creative Cloud\ACC  and in C:\Program Files (x86)\CommonFiles\Adobe\Adobe Desktop Common\ADS. Renamming these by simply putting 'old' in front of the 'exe' stops them and solves the problem.

I haven't seen any effect of this problem other than the 20-30 'Heartbeat.db-journal' files constantly being produced whether the CC Desktop itself is running or not.

I have jusst updated the CC Desktop to the latest 6.8.0.821 which said it had solved various bugs, but not this one it seems.

It is not a big deal, so may not warrant solving I suppose.

Best wishes, Bob Frost

[Tarun Saini · Accepted solution]

Thanks for your response @bob frost,

Thanks for clarifying that! You’re absolutely right — some of the featured posts in the forum may appear a bit dated. The reason is that several newer updates and features are still undergoing testing, and we only update or pin those posts once all related changes are fully rolled out and live for all users.

The Crash Processor runs in the background to collect diagnostic data in case any Adobe app or service encounters an unexpected error. However, it definitely shouldn’t be constantly active or generating files like the Heartbeat.db.journal ones when no Adobe apps are open.

Since this started after the 6.7.0.278 update and continues in 6.8.0.821, I’ve shared your notes with our engineering team for review including the details about the multiple Crash Processor instances and the temporary rename workaround you mentioned.

To fasten the process, can you share the share from your machine, and you can check this article on this- https://helpx.adobe.com/creative-cloud/apps/troubleshoot/diagnostics-repair-tools/run-log-collector-...

Please upload the logs to a cloud storage device and share that link with me.

Regards,

Tarun

[bob frost]

Hi Tarun,

I ran the Log Collector again and again it produces a 18GB file! After several hours it still hadn't uploaded to the Adobe server so I killed it. I then examined my Win system and found two enormous Windows dumps from some years ago so I deleted them. I also cleaned up several temp folders, and ran Log Collector again and it now has produced a more sensible 24MB file which I have uploaded to the Adobe server. The server replied as follows:-

"The following file has been uploaded on Adobe LogCollector Portal: File:

AdobeLogs_20251010_032453_361-win-GS.zxp 

Please use the above filename as a reference when contacting Adobe Customer Care."

Bob Frost

[Tarun Saini]

Hi @bob frost,

Thanks for your response. Please share those logs with me by uploading them to a cloud service and sharing the link with me to expedite the process.

Regards,

Tarun