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CAN'T USE CREATIVE CLOUD WEB AND APP

Community Beginner ,
Oct 05, 2023 Oct 05, 2023

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Hi, I need help with a creative cloud issue. I can't load any documents of my files, shared ones or my library. I can't use almost any part of the creative cloud web or the app, it says that there has been an error. I've tried signing out and in again but it doesn't do anything. Reseting the app doesn't work as well.

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Community Expert ,
Oct 05, 2023 Oct 05, 2023

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any problem installing apps?

 

-------

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 ,
Oct 05, 2023 Oct 05, 2023

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I didn't have any problem installing the apps. They're working alright, it's just creative cloud that doesn't work.

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Community Expert ,
Oct 05, 2023 Oct 05, 2023

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reset your cc app.

 

if that fails,

 

1. Delete all folders that start with “CC_LIBRARIES_PANEL_EXTENSION_xx_xx_xx” in this location:

 

WIN: C:\Program Files (x86)\Common Files\Adobe\CEP\extensions

MAC: Macintosh HD⁩ ▸ ⁨Library⁩ ▸ ⁨Application Support⁩ ▸ ⁨Adobe⁩ ▸ ⁨CEP⁩ -> extensions

 

2. Follow the steps of Solution 2 in this article: https://helpx.adobe.com/creative-cloud/kb/libraries-panel-not-working.html

 

Before trying the steps - please, make sure you killed the CCLibraries process in Task Manager / Activity Monitor, as well as you have quit all Adobe related products.

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Community Beginner ,
Oct 05, 2023 Oct 05, 2023

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I followed all the steps and I can now see my files in the app, but it still shows "libraries sync error". Also,  the issues with the website aren't solved, I still can't see my files there, as well as the "discover" or "learn" page.

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Community Expert ,
Oct 05, 2023 Oct 05, 2023

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did you reset your cc app?

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Community Beginner ,
Oct 05, 2023 Oct 05, 2023

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Yes, I tried that first.

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Community Expert ,
Oct 05, 2023 Oct 05, 2023

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contact adobe support by chat and then update here.  there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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Community Beginner ,
Oct 05, 2023 Oct 05, 2023

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I got assistance by someone on the support team, in the end I shared remote support of my computer and they could solve my problem. Thank you for your help as well!

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Community Expert ,
Oct 05, 2023 Oct 05, 2023

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what did they do?

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Community Beginner ,
Oct 05, 2023 Oct 05, 2023

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I think it had something to do with the firewall.

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Community Expert ,
Oct 05, 2023 Oct 05, 2023

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ok

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