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Creative Cloud Stopped Working in Reliability Monitor/Event Viewer?

New Here ,
Sep 21, 2022 Sep 21, 2022

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I am getting these messages in EV/Reliability Monitor, like 6 to 7 instances yesterday, that Creative Cloud Desktop app has stopped working. This is happening even when the app is closed/in background, and I can launch it and use it just fine. I am getting no actual crash or indication of a crash like a dialogue box or anything. This is a fresh windows 10 install as of a few days ago. What gives, any idea? Just

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Cloud storage web assets , Collaboration , File sync , Libraries

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New Here ,
Sep 21, 2022 Sep 21, 2022

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I am getting these messages in EV/Reliability Monitor, like 6 to 7 instances yesterday, that Creative Cloud Desktop app has stopped working. This is happening even when the app is closed/in background, and I can launch it and use it just fine. I am getting no actual crash or indication of a crash like a dialogue box or anything. This is a fresh windows 10 install as of a few days ago. What gives, any idea? Just installed Creative Cloud like yesterday.

 

Messages merged... do not post the same thing twice... Moderator

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Community Expert ,
Sep 21, 2022 Sep 21, 2022

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can you embed a screenshot of the message.

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New Here ,
Sep 21, 2022 Sep 21, 2022

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I Don't get an actual crash, so I get no messgae. The app seems to work just fine yet this is the event viewer message. Seems to relate to a file called ntdll.dll

 

Faulting application name: Creative Cloud.exe, version: 5.8.0.592, time stamp: 0x62d24b9f
Faulting module name: ntdll.dll, version: 10.0.19041.1949, time stamp: 0xfe96c48e
Exception code: 0xc000000d
Fault offset: 0x0000000000112664
Faulting process id: 0x2868
Faulting application start time: 0x01d8ce2eaa87bc89
Faulting application path: C:\Program Files\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 772ad9a2-62fe-44b5-9960-4a85e0fd4e5f
Faulting package full name:
Faulting package-relative application ID:

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Community Expert ,
Sep 21, 2022 Sep 21, 2022

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what exactly is generating that report and why are you checking it?

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New Here ,
Oct 17, 2022 Oct 17, 2022

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Hello,

I was wondering if you discovered a fix for the application error that you posted. Creative Cloud.exe is overtly crashing on my system with the same application error. I my case, Creative Cloud.exe crashes and I am prompted with a “Click on OK to terminate the program” popup. Versions prior to 5.8.0.592 worked properly.

Thank you.

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Community Expert ,
Oct 17, 2022 Oct 17, 2022

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LATEST

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 "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

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