Creative Cloud Desktop icon disappears from notification area in Windows 10 during file sync

[DarrynRogers]

The problem:

Creative Cloud Desktop icon disappears from notification area in Windows 10 during sync with Creative Cloud Files. The icon disappears leaving a blank space. Clicking on the blank space flashes up the Creative Cloud application but then the application immediately crashes. The file sync continues in the background.

Solutions I have tried:

Updating Creative cloud - Didn’t work

This problem has been occurring through many versions.

Uninstalling then reinstalling the Creative Cloud application - Didn’t work

Clearing out the database files (.db, .db-shm, or db.wal.) - Didn’t work

https://helpx.adobe.com/in/creative-cloud/kb/creative-cloud-crash-core-sync.html

Repairing through Windows “Programs and features” - Didn't work

Click on Start

Right-Click Adobe Creative Cloud

Click Uninstall (It will open Programs and Features)

Highlight Adobe Creative Cloud

Click Uninstall/Change

Click Repair

Has anyone else experienced this?

[Tarun Saini]

Hi there,

We're sorry for the delay. Are you still encountering the issue with the Creative Cloud icon disappearing during file sync? Are you using a computer Administrator account with full read/write permission? What Creative Cloud version are you using? Please make sure that the operating system is up to date. If there is any pending updates are left, try updating them and check if that helps.

Try right-click the application’s shortcut, and then click Properties. In the Properties dialog box, click the Compatibility tab. At the bottom, you will see an option "Run this program as an administrator" check that option and click apply and then okay.

Let us know if that helps.

Regards,

Tarun

[nad236340621046]

@Tarun Saini"Run this program as an administrator" will cause an issue for non admin account is there any other recommendation?

[Tarun Saini]

Thanks for your response. Are you in a guest account? Since when have you been seeing this issue? Have you checked all the steps mentioned above except to run as an administrator? What Creative Cloud version & the operating system version are you using? Please make sure that the operating system is up to date. If there is any pending updates are left, try updating them and check if that helps.

Regards,

Tarun

[DarrynRogers]

Hi Tarun,

Yes, I am still encountering this problem with Creative Cloud.

I am using a full administrator account in Windows.

I am using the latest version of Creative Cloud 5.6.5.58. This problem has occored with every version of Creative Cloud since I made the initial post in July 2021.

I am running the latest version of Windows 10 19044.1586. There are no pending updates.

I have just tried your suggestion of setting the applications properties to "Run this program as an administrator". I restarted the computer then did a test upload to my "Creative Cloud Files" folder. The same problem still occurs. At the end of the upload the icon disappears from the notification area and the Creative Cloud desktop application hangs with a blank window.

[David__B]

Hi Darryn,

Thanks testing all these things. It sounds like you have tried all the typical solutions for this kind of issue. I'd recomnend reaching out to and working with our support directly as a next step. They can be reached here: https://helpx.adobe.com/contact.html?rghtup=autoOpen

Best,

Dave

[DarrynRogers · Accepted solution]

Thanks Dave,

Support reccommended that I use the Creative Cloud Cleaner tool to clean out the Creative Cloud Desktop app and then re-install it:

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html#sa_src=web-mess...

I've done a few test file uploads through the Creative Cloud Files folder and this seems to have fixed the problem.

Cheers

Darryn

[David__B]

Thanks for the update Darryn, glad to hear you were able to get it sorted.

Cheers

[DarrynRogers]

This problem actually continued to persist even after I thought the problem had been solved. I gave up and just put up with it. I have recently built an entirely new system that is running a fresh version of Windows 11.... and it still happens. This has to be a Creative Cloud bug surely.

[kglad]

i've never seen it (win 10) and it's not commonly reported, so it's more likely some problem between the app and something else on your computer.

[DarrynRogers]

I have no idea what it could be as I am on a completely new Windows 11 OS installed from scratch. Maybe my ethernet hardware? Would you mind testing it?

It happens on my machine whenever I set a long upload going with many files in it. I can pretty reliably trigger it whenever I do my weekly remote backup to Creative Cloud. I will upload an entire project that might be around 5 to 10 GB consisting of a few hunderd files. It will happily upload for a while but almost always the Creative Cloud notification icon will disappear from the Taskbar. The upload will even continue to process in the background. I can see the data usage in the Task Manager.

[DarrynRogers]

Oh also. I have run Google Drive and Box both on this machine to do  the same thing and they run fine.

[kglad]

i don't have the resources to test your setup, but if you think you've found a reproducible issue, for applicable apps, use https://helpx.adobe.com/ie/x-productkb/global/how-to-user-voice.html

for others, use https://www.adobe.com/products/wishform.html