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speedygonzales9
Known Participant
May 8, 2023
Question

When starting Creative Cloud stuck at "Syncing" but synced successfully

  • May 8, 2023
  • 4 replies
  • 21078 views

Hi, 

 

I have a Dell Inspiron 15 Inch 7591 2-in-1 laptop running Windows 10 Home. I recently updated Creative Cloud to its latest version (5.10.0.573.) It updated successfully. Unfortunately when Creative Cloud starts, it gets stuck spinning under the cloud icon at the top right corner beside my account avatar. When I click on the cloud, it says "Syncing..." and a blue spinning circle to the left of it. However if I pause and resume it, it then says "Up to date" with a check mark. If I restart Creative Cloud (a Windows restart for example,) Creative Cloud gets stuck with syncing again. During this issue, my battery drains faster. I did not experience in the previous versions of Creative Cloud. Can you please fix this issue please? 

 

Thank you 

    4 replies

    C
    Camera69
    Known Participant
    June 6, 2023

    Hi @Tarun Saini, 

     

    I have the same problem here on Win 10 Pro 22H2.

     

    The problem is not really reproducible: Sometimes, after a reboot, everything is fine. But in most cases, sync is hanging as described above.

     

    Here are the three sets of logs:

    1. Captured after reboot. Sync is hanging.
    2. As 1., but after toggled PAUSE on/off. Sync shows the green checkmark.
    3. Captured after a fresh reboot (and waited ~5 min before log-in). Here, everything is fine, sync shows the green check-mark. Unfortunately, the 5-min-trick is not reproducible.

     

    Here are the logs: https://shared-assets.adobe.com/link/9e5098bb-084d-4047-691d-3fc0bb7838cd

     

    Hope this helps to spot the problem.

     

    R
    regenbilder
    Known Participant
    June 7, 2023

    The problem for me is the autostart of CC. If autostart is disabled and you start manually, everything works as usual. If you turn autostart back on, I have the same problem. I wrote that two weeks ago here in the forum. Adobe sent me the following instructions. Unfortunately I haven't been able to try it yet because I'm on vacation

     

    The instructions are in German:

    Öffnen Sie alle die Windows-Systemsteuerung > „Programm deinstallieren“, scrollen Sie zu den verschiedenen Microsoft Visual C++ Redistributables und verwenden Sie dann „Reparieren".

     

    Im Anschluß versuchen Sie bitte diese Schritte:

    0. Schließen Sie die Creative Cloud Desktop App
    1. Über den Task Manager (Ctrl+Shift+Esc) schließen Sie alle Adobe Prozesse im Hintergrund
    2.Geben Sie in die Windows Suche %appdata% ein
    3. Finden Sie den Application Support/Adobe/OOBE Ordner
    4. Löschen Sie die opm.db Datei und umbenennen Sie den OOBE Ordner auf OOBE.old
    5. Öffnen Sie die Anmeldeinformationsverwaltung (wählen Sie die Schaltfläche „Start“ und geben Sie Anmeldeinformationsverwaltung oder Credential Manager ein) und navigieren Sie zu Windows-Anmeldeinformationen.
     6. Löschen Sie Zertifikate, die mit Adobe User und Adobe App beginnen
    ("Adobe User- und Adobe App-Zertifikate entfernen" Windows
    https://helpx.adobe.com/de/download-install/kb/adobe-license-issues-keychain-credential-mgr.html)
    7. Versuchen Sie dann die Creative Cloud App zu starten und sich anzumelden

    Tarun Saini
    Community Manager
    Tarun SainiCommunity Manager
    Community Manager
    June 28, 2023

    Hi @Camera69,

     

    Thanks for the info. Could you please share the logs again, as we cannot download them?

     

    Thanks,

    Tarun

    rustyct1
    rustyct1
    New Participant
    June 5, 2023

    I have the exact same issue, precisely the same conditions as your Creative Cloud endless syncing on every reboot; I too have to stop and restart syncing and then it says "Up to date."  My experience is the same as yours and I've been looking for an answer for about the same amount of time (about a month now).  

    One thing is different though:  I'm using the absolute latest version of Windows 11, all up-to-date.

     

    Hopefully my addition to this discussion will add some forward motion on debugging this rather annoying problem.

    Please let me know if I can help in any way.

    Tarun Saini
    Community Manager
    Tarun SainiCommunity Manager
    Community Manager
    June 6, 2023

    Hi @rustyct1 & @Camera69 

     

    Welcome to the community! We're sorry to hear about this. I hope you've tried all the above steps to resolve the issue. I have reported this issue to our engineering team. I will keep you posted once I get a response from them.

     

    Regards,

    Tarun

    Tarun Saini
    Community Manager
    Tarun SainiCommunity Manager
    Community Manager
    May 22, 2023

    Hi @speedygonzales9 , @regenbilder,

     

    Have you tried the steps shared by @kglad? Are you still seeing the syncing issue? Just trying to take follow up on this so we can proceed further if your issue didn't resolve.

     

    Regards,

    Tarun

    S
    speedygonzales9Author
    Known Participant
    May 22, 2023

    Hi @Tarun Saini, 

     

    Thank you for following up. Unfortunately, the steps that @kglad provided did not work for me. What are the next steps? I look forward to hear from you. 

     

    Please note: I currently have the Creative Cloud Desktop app installed on my laptop, no other Adobe products. 

     

    Thank you  

    S
    speedygonzales9Author
    Known Participant
    May 25, 2023

    Hi @Tarun Saini, 

     

    Just wondering if you got my reply above? 

     

    Thank you 

    kglad
    kglad
    Community Expert
    May 8, 2023

    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, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging 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-messaging

    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

    NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

      S
      speedygonzales9Author
      Known Participant
      May 18, 2023

      Hi, 

       

      Thank you for the information. Over the past week, I followed your steps. Unfortunately, this issue still persists even after a clean install of all my Adobe products using the Creative Cloud Cleaner. Can you please fix this issue?

       

      Thank you for looking into this further!

       

      Edited to add: just wanted to mention that I currently have all my Adobe products uninstalled. Only Creative Cloud is currently installed right now.

      Tarun Saini
      Community Manager
      Tarun SainiCommunity Manager
      Community Manager
      May 18, 2023

      Hi @speedygonzales9,

       

      We're sorry to hear about this. In addition to the steps provided by @kglad , could you please try the steps below to see if that helps?

      1. Try signing out of your Adobe account from the Creative Cloud app and then sign back in. This action can refresh the account connection and potentially resolve syncing problems.

      2. Temporarily disable any firewall or antivirus software on your computer. Sometimes, these security programs can interfere with the sync process. If disabling them allows the sync to proceed, you can add exceptions or adjust the settings to allow the Creative Cloud app to function properly.

      3. Close the Creative Cloud desktop app completely from the taskbar and relaunch it. Sometimes, this can help refresh the sync process and resolve any temporary issues.

       

      Regards,

      Tarun

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