Creative Cloud App Problem

[Louis5CF7]

Hi.

A message came up on Adobe Creative Cloud stating that there was a problem with the software and it needed to be reinstalled.  When I tried doing this, a message came up saying that there was a problem with the installation process and this took me to the troubleshooter page, where it told me the software was not genuine.  I am confused because when I purchased Creative Cloud, I got it directly from the Adobe website so I do not see how my Creative Cloud is not genuine.  Is anyone able to help me?

[kglad]

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://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
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/uk/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

[Louis5CF7]

I have tried what I can but unfortunately, I was not able to reset the cc desktop app.  As a matter of fact, whenever I try to open it, it fails to do so and a question mark appears on top of the creative cloud logo.  I have tried uninstalling it using the creative cloud unistaller but that has not worked either because the message "uninstallation of creative cloud desktop completed with errors" appears.  I can clearly see that the app is still on my mac.  I can't even open the app to uninstall photoshop, illustrator and the other creative cloud apps.  I am not sure what I should do here.

[kglad]

did you try reparing with the uninstaller?

[Louis5CF7]

I did but it told me that the repair had failed and that I should install a new copy of creative cloud.  The weird thing is photoshop and illustrator are working fine so I am at a loss as to what caused this problem.

[kglad]

if your ps and ai are working you might want to leave well enough alone.  but if there are problems you can:

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
restart your computer (don't skip this)
reinstall the cc desktop app, https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html

[Louis5CF7]

Sorry for the late response but I have been able to fix the problem.  Thank you for all your help!

[kglad]

you're welcome.

[Peru Bob]

Can you tell us what you did so others might benefit from the information?