creative cloud stopped working

[pixelfor]

Adobe needs to start creative cloud. CC has stopped working. Popup reads there is an update available. Popup blocks entire creative cloud screen. Creattive cloud will not update because it falsley claims there is no internet connection. Here I am typing this on the same computer using the same wired internet which creatire cloud can't find. Unplugged modem, waited, plugged modeom back in. Shut down computer. Wiated. Started computer. Everything seems to indicate the internet is working 100% prefectly fine. So, Adobe needs to fix creative cloud. CC has failed. Every app except for creative cloud is working fine. To answer the always asked question - Windows 11 Pro. Every single thing on the computer, except for creative cloud, is up-to-date. The computer internet is hard wired, it is not wi-fi.

[pixelfor]

Adobe would not post this without me choosing from 4 or 5 topic headings. If this is the wrong heading, sorry.

[kglad]

make sure your default browser is updated and not opera.

[pixelfor]

Everything on this computer is updated. No opera. photoshop works. creative cloud cannot find the internet which is being used to utilize this adobe community page.

[kglad · Accepted solution]

you can whitelist adobe's endpoints.

[Peru Bob · Accepted solution]

Try resetting the CC App.
To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:
Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

If that doesn't work, try uninstalling and reinstalling the CC App:
https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

[pixelfor]

reset failed. will try repair. does photoshop need to be uninstalled before trying repair?

[kglad · Accepted solution]

the cc desktop app itself is unlikely to be the problem.  but if you decide to work on it this is the full range:

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>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

[Ruchika Wadhawan · Accepted solution]

Hi @pixelfor 

Sorry to hear about the issue you're encountering. Is there any firewall configured on your system? Or any domains which are blocked?

Also, to further investigate this, could you please help by sharing the Creative Cloud logs using the Log Collector Tool?

Regards,

Ruchika Wadhawan

[pixelfor · Accepted solution]

Of course there is a firewall. I will not disturb the firewall. The computer will remain protected. No domains blocked. photoshop opens and works with firewall. I will not make public any information obtained via a collector tool. 

[Ruchika Wadhawan]

Hi @pixelfor ,

You don't need to share any public information here on the forum. You can run the tool, upload the logs and share the file name with us. We will retrieve this our Adobe's secured portal. The logs would enable us to investigate the issue at the initial level.

Hope this helps.

Regards,

Ruchika Wadhawan