Creative Cloud is taking longer than usual to load: Mac M1

New Here ,
Jul 29, 2022 Jul 29, 2022

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I am in an endless loop unsuccesfully trying to re-install Creative Cloud on my MacBook Pro 16in M1 running Monterey OS 12.5 (in the UK). I had been using CC and apps successfully until last week when the problem appeared out of the blue. The attached screenshot indicates that CC is needed to solve the problem (a classic Catch 22!).

 

I have tried several iterations of uninstalling (using both CleanMy Mac and the Adobe Creative Cloud Cleaner Tool); restarting the Mac; and even upgradiing the OS from 12.4 to 12.5, but always ending in the situation depicted in the attachment.

 

I note from other posts that this is by no means a new problem, except perhaps that none of the previously suggested 'fixes' seem to work for everyone. This is now beyond a joke, and is preventing me from working. The final straw has been finding it impossible to make contact with a person, except through this channel.

 

Please can someone come up with a solution that works reliably?

 

Chris

(NB the preview function for reviewing the post before sending is not working (Safari 15.6)) 

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Community Expert ,
Jul 29, 2022 Jul 29, 2022

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https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html

 

if that fails, follow solutions 2 and 3 here: https://helpx.adobe.com/creative-cloud/kb/failed-install-creative-cloud-desktop.html

 

if that fails, 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 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

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, again using the correct uninstaller, 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
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://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to download the cc desktop app at this stage, use the link 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

 

p.s. to contact adobe support using a browser that allows popups and cookies, contact adobe support by clicking 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

p.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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam.

p.p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

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Adobe Employee ,
Jul 29, 2022 Jul 29, 2022

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Bayswaterbill, are you using Plusnet as your Internet Service Provider?  If so, see https://community.adobe.com/t5/download-install-discussions/plusnet-authentication-problem/m-p/13089... for information on how to manually update Mac OS network settings to add a properly configured Domain Name Server.

 

Beyond that, please try the suggestions offered by Kglad, and reach out to our support team so direct assistance can be provided to resolve the connection error.

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New Here ,
Jul 31, 2022 Jul 31, 2022

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Thanks @Jeff A Wright
No. I don’t use PlusNet. I’m with Andrews & Arnold (AAISP). The problem I am having is getting ACC to open. It seems to download OK.

Chris

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New Here ,
Jul 31, 2022 Jul 31, 2022

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Thanks @kglad -
To re-iterate I am using a MacBookPro M1 i.e. not Windows, no VisualBasic, etc. 

 

1. Attempted repair: this downloads ACC again. Double clicking /Applications/Adobe Creative Cloud does nothing. It is just a folder contains Adobe Creative Cloud which itself is just an alias to an identically-named folder in /Applications/Utilities. The app itself lurks in /Applications/Utilities/Adobe Creative Cloud/ACC/. (Why this obfuscation?) Launching the app took me back to square one.

2. Attempted removal: Quit process com.adobe.acc.installer.v2 in Activity Monitor (Desktop Service and Core Sync not running). Renamed ~/Library/Application Support/Adobe/OOBE to OOBE.old. (Noted no CoreSync folder present) Downloaded and ran the Creative Cloud Uninstaller.app uninstall option. Noted that Adobe no longer features in /Applications but still does in /Applications/Utilites (Adobe Application Manager; Adobe Genuine Service; Adobe Installers). Ran log collector tool and uploaded logs. The cleaner tool offered only Fix Host File and Adobe ID credentials, which I did not remove. Restarted machine. Logged into my account via web and downloaded CC. Unfortunately, once again, it failed to load .

 

I remain at a loss. The underlying problem could be either with ACC or MacOS. Given that it has been working fine for months, and I believe Apple is prone to push minor updates silently, the latter must be a distinct possibility. Perhaps Adobe and Apple need to talk? Have I overlooked something?

 

Chris

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Community Expert ,
Jul 31, 2022 Jul 31, 2022

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while the cc desktop app is trying to load, does Cmd + Opt + R cause it to reload?

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New Here ,
Jul 31, 2022 Jul 31, 2022

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Thanks for coming back to me.

 

It’s very hard to tell as after launching AAC (either by selecting the alias file in /Applications/Adobe Creative Cloud then File->Open or double clicking it) there is no visible sign that anything is happening: no bouncing icon in the dock. Mysteriously, several minutes later, the attached dialog appears. I don’t even get the CC window showing that it’s trying to open... Cmd-Opt-R has no discernible effect during the launch 'hiatus',. Once the quit/repair dialog eventually appears, Cmd-Opt-R merely elicits a beep.

 

[In light of the PlusNt comment above, could it be that CC is trying to talk to a mothership while launching? Nothing has changed in my network setup that would explain this. As it happens I have broadband feeds from two different ISPs (one as backup) providing separate WiFi SSIDs . I have just switched to the backup ISP and it made no difference.]

 

Chris

 

 

Chris

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Community Expert ,
Aug 01, 2022 Aug 01, 2022

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if acc weren't connecting to adobe you'd see a different error message. 

 

did you click repair when you saw that message about acc being needed to fix acc?  if so (and that repair failed), you make sure you followed each applicable step meticulously:

 

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html


then uninstall the cc desktop app, again using the correct uninstaller, 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


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://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud


if you're unable to download the cc desktop app at this stage, use the link 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

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New Here ,
Aug 01, 2022 Aug 01, 2022

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Thanks again @kglad 

No: clicking repair did nothing. Only 'quit' worked.

I feel like I have been down this rabbit hole too many times already. I have assiduously followed the removal/restart/reinstall instructions probably three time now, to no avail. However I am prepared to try just once more, but not before tomorrow. I shall carefully log each action and report back.

 

For CC to work fine for months and suddenly stop working and be impossible to re-install suggests that something changed in CC or on my Mac: software update? I have had similar issues with Microsoft slipping in updates to O365 Word.

Chris

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Community Expert ,
Aug 01, 2022 Aug 01, 2022

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are you able to uninstall your preferences when you uninstall apps?

 

you can skip all the update stuff because none is applicable to os 12.5

 

make sure you restart your computer before reinstalling.

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New Here ,
Aug 03, 2022 Aug 03, 2022

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I am sorry to report that I have been meticulously through the recommended routine once again with the same result as before.

 

Where do I do from here?

 

Chris

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Community Expert ,
Aug 03, 2022 Aug 03, 2022

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using a browser that allows popups and cookies, contact adobe support by clicking 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

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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam.

p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

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New Here ,
Aug 03, 2022 Aug 03, 2022

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Thank you. I can't find anything about chat via that link. I guess I'll have to call the local UK branch tomorrow.

 

Chris

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Community Expert ,
Aug 03, 2022 Aug 03, 2022

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the chat window will automatically open via that link IF you have a browser meets the requirements.

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New Here ,
Aug 08, 2022 Aug 08, 2022

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Hey,

Just wanted to ask if you've found a solution?

I renewed my subscription and downloaded the CC app a few days ago to install photoshop and I cannot install and app from the cc app.

I'm on windows 11 and cannot get past the "your apps are taking longer than usual to load" part.

I've tried anything, 

I already tried uninstalling adobe creative cloud several times, including using adobe cleaning tool and deleting everything on my OOBE folder. I reinstalled microsoft visual c++ redistributed and tried pretty much any other solution i could find on the internet and still nothing. 

I don't think it's OS related, as I'm having a similar issue on windows.

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Community Expert ,
Aug 08, 2022 Aug 08, 2022

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the op is likely to have a different problem (and solution) because of the different os.  did you start at the top here and work your way down:

 

https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html

 

if that fails, follow solutions 2 and 3 here: https://helpx.adobe.com/creative-cloud/kb/failed-install-creative-cloud-desktop.html

 

if that fails, 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 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

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, again using the correct uninstaller, 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
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://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to download the cc desktop app at this stage, use the link 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

 

p.s. to contact adobe support using a browser that allows popups and cookies, contact adobe support by clicking 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

p.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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam.

p.p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

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New Here ,
Aug 08, 2022 Aug 08, 2022

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Thank you - yes, I went through that routine a couple of times and it didn't solve the issue. So I contacted Adobe Support and an agent took over my device and was able to install ACC successfully. It was all done quite quickly and I did not register every move she made but it involved deleting some files not covered by the sequence I had been following.

 

Chris

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Community Expert ,
Aug 09, 2022 Aug 09, 2022

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good to hear the problem's resolved.

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