• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
1

CC Files Not Syncing and CC App Can't Open

Community Beginner ,
Sep 22, 2023 Sep 22, 2023

Copy link to clipboard

Copied

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.

TOPICS
File sync

Views

129

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Sep 22, 2023 Sep 22, 2023

Copy link to clipboard

Copied

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

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Dec 02, 2023 Dec 02, 2023

Copy link to clipboard

Copied

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?

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Dec 02, 2023 Dec 02, 2023

Copy link to clipboard

Copied

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-mes... 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-mes...

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.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Jan 01, 2024 Jan 01, 2024

Copy link to clipboard

Copied

Thanks for continuing to try help me.

I have tried all proposed fixes other than the last one. I am reluctant to uninstall all CC apps from my computer, as the programs outside of the cc desktop app work.
I fear that I will uninstall these apps and the cc desktop app will continue to not work, meaning I will not be able to reinstall them. The amount of money that I pay for these apps is not something that I can spend lightly, as would be the case if the apps became unusable.

It seems that I will have to just not be able to use the cc app, as I cannot afford the risk of the programs being wasted money.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jan 01, 2024 Jan 01, 2024

Copy link to clipboard

Copied

Hallo,
ich kann wirklich abraten alle zugehörigen Apps vollständig zu deinstallieren, denn es ist nun das eingetroffen was ich und auch Sie befürchtet haben. Ich kann nun keine Applikation mehr installieren, da die CC-Desktop App einfach nicht funktioniert. Da Sie genau das gleiche Problem hatten mit der Synchronisation und der Initialisierung hoffe ich einfach, dass dies ein Problem von Adobe selbst ist und sich das demnächst schnellstmöglich behebt. Es wäre ja eine unverschämtheit so viel Geld monatlich zu zahlen und nun funktioniert alles nicht mehr.


Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jan 01, 2024 Jan 01, 2024

Copy link to clipboard

Copied

@Alina34536969g0ff 

 

what problem do you see when trying to use the cc desktop app?

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jan 27, 2024 Jan 27, 2024

Copy link to clipboard

Copied

Hallo,

ich habe dieselben Probleme. Neuer Laptop mit Windows 11 gekauft, damit ich endlich große Dateien in Lightroom bearbeiten kann und jetzt hängt sich creativ cloud regelmäßig bei der Intialisierung "dauer ausserordentlich lange" auf. Ich habe jetzt rund 40x die Installation hinter mich gebracht, aber nichts geht. Hatte zuerst die Fehlermeldung "kann vcruntime140.dll nicht ausführen", habe dann alle verfügbaren "visual C++"- Versionen installiert, aber das hat auch nicht geholfen. Ich bin mit den Nerven am Ende und bin kurz davor, adobe lightroom den Rücknen zu kehren. Auf dem alten Win10-PC hat alles funktioniert.

 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jan 27, 2024 Jan 27, 2024

Copy link to clipboard

Copied

LATEST

@Thorsten350749871zr9 

 

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-mes... 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-mes...

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.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines