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Adobe Creative Cloud & programs bugs

New Here ,
Sep 09, 2021 Sep 09, 2021

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Hello everyone,

 

I am asking for help because I do not know who to turn to anymore. I have had problems with Adobe CC for about a year. My programs stop working and the "Repair or Disable" window is displayed. I have reported this problem several times to Adobe Support. Support was coming from me (each time a different person, sometimes several people during one session), I had to explain everything from scratch each time. Remote repair has always been different. Even though I was able to fix the program, the problem repeated itself after a few days. When the problem persisted, I decided to format the disk and reinstall Adobe CC, the programs worked for several days. When the last time a problem occurred and the "Repair or disable" window popped up, after pressing repair, only a few PS / AI / XD programs were restored, so for a few weeks I have been working only on these programs. I need others like AE or ID, BR.

 

I don't want to connect with support anymore because they can't solve my problem. Please help. I work on Windows 10. I can generate some logs or send anything that will facilitate the diagnosis.

TOPICS
Cloud storage web assets , Collaboration , File sync , Libraries

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Community Expert ,
Sep 09, 2021 Sep 09, 2021

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I can't help, but I can give a warning

Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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Community Expert ,
Sep 09, 2021 Sep 09, 2021

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there's something specific to your system causing the recurring problems.  common culprits are av, antimalware, defraggers etc

 

i don't know any systematic way (other than trial and error) to pinpoint the problem unless you can remember when the problems started to occur and can recall something you did just prior to the problems starting.

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New Here ,
Sep 09, 2021 Sep 09, 2021

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Thx kglad,

 

I don't remember adding anything before the problem occurred. I have been working on the same software for years and have not had such problems.

 

Maybe I should one more time reformat the disk and watch what it adds to the system and wait for the error ;(

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Community Expert ,
Sep 09, 2021 Sep 09, 2021

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wait.

 

before you do that, do you have antivirus, antimalware, file cleaners, defraggers installed?  if so, those are the places to start.  i'd suspend everything except av, fix the problem (if it's currently broken) and then wait to see if it breaks again.  if it does, then i'd suspend av, fix the problem and then wait.

 

btw, to fix the problem:

 

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

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New Here ,
Sep 10, 2021 Sep 10, 2021

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Of the things you mentioned, I only have anti-virus. I sent the logs to the owner and no conflict was found. We also installed CC without antivirus with the support and the problem was the same. Without the AV I don't want to work it is understandable.

I will try to clean and reinstall everything again.

 

I remember that support always deleted all adobe files from the system, is that a good solution?

Thanks!

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New Here ,
Sep 10, 2021 Sep 10, 2021

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And one more things - Creative Cloud Uninstaller.exe (as in your sugestion) or AdobeCreativeCloudCleanerTool.exe too?

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Community Expert ,
Sep 10, 2021 Sep 10, 2021

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they're both used (at different steps).

 

but you're going to run into this problem again if you don't find the cause.

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New Here ,
Sep 13, 2021 Sep 13, 2021

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I used the "Repair" button and it worked!

https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

 

I will keep testing. Thanks kglad!

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Community Expert ,
Sep 13, 2021 Sep 13, 2021

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you're welcome.

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New Here ,
Oct 11, 2021 Oct 11, 2021

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Hello,

 

Unfortunately, the problem has returned. At that time, I only installed additional fonts.

I cannot currently repair or uninstall Adobe CC. "Uninstallation resulted in errors"

I can't even uninstall programs manually.

 

I can't do anything anymore; (

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Community Expert ,
Oct 11, 2021 Oct 11, 2021

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using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (= cryptic icon in the lower right)

kglad_0-1633962928737.png

in the chat field, type AGENT
be patient, it can take quite a while to reach a human

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