Font tab in Creative Cloud not loading! (file tab isn't as well)

New Here ,
Oct 07, 2020 Oct 07, 2020

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Hi all! I've synced fonts from typekit in the past with no problem, but a few weeks ago my fonts tab in my CC desktop app just stopped working - I just see the blue wheel perpertually loading. I thought maybe it was an issue with my account, but it worked just fine when I logged onto my Adobe account on another computer. Any idea what my issue could be? In my CC preferences tab, the enable/disable fonts box isn't even clickable - it is greyed out! I already tried the adding the extension .old to the com.adobe.accmac.plist file route and chatted with Adobe customer support reps online (4 different times!) and no one seemed to even understand my issue, let alone knew how to fix it! So far I've spend hours on this issue and have come up empty. I really need typekit for school so any advice would be much appreciated! 

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Community Expert ,
Oct 07, 2020 Oct 07, 2020

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first 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

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New Here ,
Oct 07, 2020 Oct 07, 2020

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Thanks- but this did nothing for me. I've logged in and out many times - but it doesn't help. I am on an older mac and perhaps it has something to do with my CC not being the newest version? I'm unsure though, as it was working for me just a month or two ago. 

 

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Community Expert ,
Oct 07, 2020 Oct 07, 2020

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check for updates to your cc app.  if there are updates, update your app.  if there are none:

 

Delete the entire contents of the OOBE folder:

 

1) Quit the Creative Cloud desktop app from the gear icon in the upper-right corner.

2) Browse to the following location based on your operating system.

 

A) Mac OS: /Users/<user folder>/Library/Application Support/Adobe/OOBE


Note: The \Users\<user folder>\Library\ is hidden by default after 10.7. google enable access to hidden user library files | Mac OS 10.7 and later for instructions on accessing it or check https://helpx.adobe.com/creative-cloud/kb/unknown-server-error-launching-cc.html.

 

B) Windows: C:\Users\<user folder>\AppData\Local\Adobe\OOBE


Note: The AppData is hidden with Windows default settings. google Show hidden files, folders, filename extensions | Windows for instructions to show it or check https://helpx.adobe.com/creative-cloud/kb/unknown-server-error-launching-cc.html.

 

3) reopen your cc app and sign in.

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New Here ,
Oct 07, 2020 Oct 07, 2020

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Thank you for your help - I only had one file in the OOBE folder and I deleted it, but it made no difference. Still not loading 😕

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Community Expert ,
Oct 07, 2020 Oct 07, 2020

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did you check for updates to your cc app?

 

if so, and no updates were found:

 

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html


click contact us (in the lower right)
in the chat field, type AGENT
be patient, it can take quite a while to reach a human

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New Here ,
Oct 07, 2020 Oct 07, 2020

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Yeah I reached out via chat 4 times already. Nobody was able to help me. One rep even told me to delete certain files on my computer that made my adobe programs not open. Took me several hours to fix it. At this point, i'm not feeling so optimistic about messaging them. They all took over my computer but couldn't figure it out. 

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Community Expert ,
Oct 07, 2020 Oct 07, 2020

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before going nuclear with your adobe files, you should probably undate your os. 

 

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

clear you oobe folder
restart your computer (don't skip this)
reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.
if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
use the desktop app to install your cc programs/trials

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New Here ,
Oct 08, 2020 Oct 08, 2020

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Thanks for the help here.

Unfortunately, it did not change anything.  I still can't activate or connect to any fonts.

I do believe this trouble may have all started with Catalina, but can't prove it.

 

What I have done so far:

1. created a brand new user on my new macbook pro (running 10.15.7)

2. installed everything as new from adobe

3. when that didn't work, tried the above solutions

4. still nothing.

I saw someone posted about Brave browser possibly conflicting.  I'm deleting that and rebooting to see if that resolves the issue.
I really wish I could visibly the see where underlying roadblock is. 

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Community Expert ,
Oct 09, 2020 Oct 09, 2020

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using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

 

click contact us (in the lower right)in the chat field,

type AGENT

be patient, it can take quite a while to reach a human

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New Here ,
Oct 10, 2020 Oct 10, 2020

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Followed this exactly and still nothing 😕

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Community Expert ,
Oct 11, 2020 Oct 11, 2020

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what did the agent say/do?

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