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RubenAtWits
New Participant
September 22, 2023
Question

CC Files Not Syncing and CC App Can't Open

  • September 22, 2023
  • 1 reply
  • 696 views

My initial issue was the first in the title, where my Creative Cloud Files folder on my desktop was not syncing. The files I wished to retreive were successfully uploaded, and they were available on the CC website, but not on my PC.

 

The fixes I saw involved the use of the Creative Cloud app, so I opened it to try fix the issue.

It was then that I discovered my CC app refuses to open. It gives the message "Creative Cloud is taking longer than usual to load. Relaunch Creative Cloud or restart your computer and try again".Then, it gives "Unable to reach Adobe servers. Please check your firewall settings, ensure that the time settings on your computer are correct, and try again.". It gets stuck, then, on the second message until I relaunch.

I restarted CC, as well as my PC, to no avail. I used the uninstall tool to repair the app, and that also didn't work - nor did uninstalling and reinstalling CC. I also tried running as an Administrator.

The only other fix I have seen involved deleting the apps installed with CC. I am hesitant to do this, as those apps work and I can access cloud files within them like normal, and, if I uninstall them and the CC app continues to not work, I will be forever locked out of these apps which I have paid a large sum of money to be able to use.

This topic has been closed for replies.

1 reply

kglad
Community Expert
September 22, 2023

if you have an old os, your default browser must support tls 1.2, https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html

 

to test your default browser's tls you can use , https://clienttest.ssllabs.com:8443/ssltest/viewMyClient.html

 

otherwise, confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

 

do you see both logos after clicking "link"?

 

if you can and still see a connection error try these steps, https://helpx.adobe.com/download-install/kb/unable-to-reach-adobe-servers.html

 

if those fail, make sure you also tried the steps at, https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html

 

if that fails, try https://helpx.adobe.com/download-install/kb/cannot-verify-subscription-offline-mode.html

 

if those all fail, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

RubenAtWits
New Participant
December 2, 2023

Hi there.

Firstly, thank you for the response. I have been unable to use my computer due to external circumstances, but I have now tried all of these fixes.

Unfortunately, none of them worked.

The CC app still spends a long time initializing, then shows a pop-up saying "Creative Cloud is taking longer than usual to load", before eventually showing "Unable to reach Adobe servers".

Is there anything more I can try?

kglad
Community Expert
December 2, 2023

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 and you have windows, open your control panel > add/remove programs > cc desktop app > repair

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.