Activity Stream Missing - Creative Cloud Desktop App

Participant ,
Oct 25, 2016

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I had to reinstall the Creative Cloud Desktop App after a failed update to the latest version. I followed Adobe's directions on how to uninstall and reinstall the App. The reinstallation seemed to go OK except my Activity Stream history has gone blank except for one item that was logged in some 400 days ago. How can I get back my activity stream information?

Thanks in advance.

Dave, I called Adobe Support today as you suggested. I got through almost immediately. I was very impressed with that. Anyway, they tried an uninstall and a reinstall after stopping all Adobe related processes. I think the order in which the processes are stopped is important since none of them restarted. That was a problem I was having yesterday as you may remember.

Anyway, when we were done, I still had version 3.8.0.310 installed, not the newer 3.9.0.344 update. After some additional research the service rep found that the update had been pulled because of some issues. It would have save me a lot of concern had they flagged that on the download site.

Anyway, I will get a call and/or an email from the service rep when the update is again available just in case my installation of the Creative Cloud Desktop does not detect the re-availability. I'll let you know when that happens and if I can get the app successfully updated.

In the meantime, thanks for all your help yesterday!

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Activity Stream Missing - Creative Cloud Desktop App

Participant ,
Oct 25, 2016

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I had to reinstall the Creative Cloud Desktop App after a failed update to the latest version. I followed Adobe's directions on how to uninstall and reinstall the App. The reinstallation seemed to go OK except my Activity Stream history has gone blank except for one item that was logged in some 400 days ago. How can I get back my activity stream information?

Thanks in advance.

Dave, I called Adobe Support today as you suggested. I got through almost immediately. I was very impressed with that. Anyway, they tried an uninstall and a reinstall after stopping all Adobe related processes. I think the order in which the processes are stopped is important since none of them restarted. That was a problem I was having yesterday as you may remember.

Anyway, when we were done, I still had version 3.8.0.310 installed, not the newer 3.9.0.344 update. After some additional research the service rep found that the update had been pulled because of some issues. It would have save me a lot of concern had they flagged that on the download site.

Anyway, I will get a call and/or an email from the service rep when the update is again available just in case my installation of the Creative Cloud Desktop does not detect the re-availability. I'll let you know when that happens and if I can get the app successfully updated.

In the meantime, thanks for all your help yesterday!

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Oct 25, 2016 0
Adobe Employee ,
Oct 25, 2016

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Oct 25, 2016 0
Participant ,
Oct 25, 2016

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I looked at the links you referenced. None seem to address my issue. By the way, this is on a win7 Professional 64bit installation.

Strangely, the version that reinstalled from the Adobe web site was 3.8.0.310 not the latest 3.9.0.334 as expected even though I followed the Adobe repair process (https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#uninstall_wind...​)​ mentioned in my earlier email. I rebooted prior to the reinstallation and checked the control panel to be sure the old version was no longer present in the installed programs listing. Not sure how or why the older version was reinstalled. So far, 24 hours later, the app as received no update notifications to install the newer version. All else seems to be working so far--just no 'Activity Stream' as mentioned earlier.

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Oct 25, 2016 0
Adobe Employee ,
Oct 25, 2016

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JLCKJC2015 could you please post a screen shot of the missing Activity Stream?   Also what type of a Creative Cloud membership are you utilizing?

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Oct 25, 2016 0
Participant ,
Oct 25, 2016

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Jeff, here is a screen capture of my 'Activity Stream' after the reinstall. There is only one entry as described earlier. Prior to the reinstall I had over two years of history spanning from now to 425 days ago. Do you know if Adobe stores the 'Activity Stream' in the cloud or if it's supposed to be stored locally on my computer?

I have a normal  Adobe end user CC annual account. PS, LR, Bridge, CR, and EM are installed and active as shown in the second screen capture.

Activity Screen.JPG

Apps.JPG

Any clues or ideas are appreciated...

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Oct 25, 2016 0
Adobe Employee ,
Oct 25, 2016

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Moving this discussion to the  File Hosting, Syncing, and Collaboration forum.

Thank you for the clarification JLCKJC2015.  My understanding is the activity data is not stored locally.  The community in the  File Hosting, Syncing, and Collaboration are going to be more familiar with the data in the Activity Stream.

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Oct 25, 2016 0
Adobe Employee ,
Oct 25, 2016

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JLCKJC2015 have you tried logging into a different computer, with your Adobe ID, to see if you experience the same behavior?  This would help confirm that you are not facing an error locally on your computer.

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Oct 25, 2016 0
Participant ,
Oct 25, 2016

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Jeff, thanks for the redirection of my question to the  to the  File Hosting, Syncing, and Collaboration forum. I have not logged into my account on another computer since I only have CC Desktop installed only on my one computer.

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Oct 25, 2016 0
Adobe Employee ,
Oct 26, 2016

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Hi JLCKJC2015,

Could you confirm the preferences are set to display activity in the stream?

AS1.jpg

AS2.jpg

AS3.jpg

For the third area you'll want to ensure "Show OS notifications" is checked for all the different sections, Apps, Files, Fonts, and Behance.

If these became unchecked that would explain it. If they were unchecked I'd also recommend restarting the computer after checking them for good measure.

- Dave

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Oct 26, 2016 0
Participant ,
Oct 26, 2016

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Hi Dave, Thanks for the clear instructions provided above. I checked all the preferences to be sure "Show OS Notifications" was checked for Apps, Files, Fonts, and Behance. They were all checked as your example shows. My "General Preferences" are checked as shown in your example.

I have seen no notifications in the last two days (don't know if there were any) since my uninstall/reinstall exercise. Did you notice my earlier comments about how that process went. If not, I repeat them here. Maybe there is a clue in that...

"Strangely, the version that reinstalled from the Adobe web site was 3.8.0.310 not the latest 3.9.0.334 as expected even though I followed the Adobe repair process (https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#unin stall_win...) mentioned in my earlier email. I rebooted prior to the reinstallation and checked the control panel to be sure the old version was no longer present in the installed programs listing. Not sure how or why but the older version was reinstalled. So far, 36 hours later, the app as received no update notifications to install the newer version. All else seems to be working so far--just no 'Activity Stream' as mentioned earlier."

I appreciate your ideas and help.

Thanks!

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Oct 26, 2016 0
Adobe Employee ,
Oct 26, 2016

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Thanks for reiterating JLCKJC2015, I had missed some of the details.

Yes, that definitely is strange, especially the 3.8.0.310 part.

As a test could you go here https://creative.adobe.com/products/download/creative-cloud and click the download link in the top right of the page to download to Creative Cloud app installer. Please just download it, but don't install. After its downloaded please right-click on the installer and get it's properties. From there go to the Details tab. See if the installer lists 3.9.0.334. I'm thinking this will help us know whether its related to the installer or something left over on your system from before.

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Oct 26, 2016 0
Participant ,
Oct 26, 2016

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Hi Dave,

The file was still on my computer and does reference the newer 3.9.0.344. I have the uninstaller too, and it seems to be the right one also. I guess it's possible the Creative Cloud setup file could be downloading the previous older version for some reason if it's not contained in the setup file itself.

CC Desktop APP Installer.JPG

Again, thanks for your help troubleshooting this problem. Is there a way to completely remove the Creative Cloud Desktop App without affecting the other CC apps I've already downloaded? I don't relish uninstalling/reinstalling them given the possibility of creating even more issues--they are working fine!

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Oct 26, 2016 0
Adobe Employee ,
Oct 26, 2016

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Thanks for confirming JLCKJC2015,

You ran the Creative Cloud Uninstaller (Creative Cloud Uninstaller.exe) from here before correct Uninstall the Adobe Creative Cloud desktop application?

That should have taken care of it. When you uninstalled it previously did you check within Task Manager to ensure all Adobe related processes were gone? If not, maybe try again with all Adobe products and processes closed.

Here is a list of processes you would want to ensure have been quit

  • Creative Cloud
  • Adobe CEF Helper
  • Adobe Desktop Service
  • AdobeIPCBroker
  • Adobe Installer
  • AdobeUpdateService
  • AdobeServiceInstaller
  • CreativeCloud(URIHandler)
  • AAM Updates Notifier
  • CCLibrary.
  • node.exe
  • CoreSync

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Oct 26, 2016 0
Participant ,
Oct 26, 2016

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I ran the uninstall app from the link you referenced in your note. I did not check to see if all the processes you listed were gone before reinstalling. I can do that this time. Should I shut them down before doing the uninstall? What about services?

It looks like the CC Desktop app is installed in: C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ACC. After uninstalling I presume this directory or most of it contents should be empty? Right now the old version 3.8.0.310 .exe file is in that directory.

Thanks!

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Oct 26, 2016 0
Adobe Employee ,
Oct 26, 2016

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Correct, please shut them off before doing the reinstal. And yeah, that directory should be emptied during the process.

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Oct 26, 2016 0
Participant ,
Oct 26, 2016

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Well, I tried to do what you suggested but some of the processes would restart. So I decided to try an uninstall/reinstall in safe mode. I checked there and all the processes and services seem not to load. I rebooted to safe mode between each step. I also verified that the ACC directory in the path "C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ACC\" was gone before I reinstalled--it was gone and the CC Desktop app wasn't listed in the control panel installed programs list.

To make a long story short, at the end of the process I'm right back where I started with the older 3.8.0.310 version installed exactly as before as if I had done nothing?!?!!

Crazy...

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Oct 26, 2016 0
Adobe Employee ,
Oct 26, 2016

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Sorry to hear you're not getting anywhere You might want to reach out to support directly next. They might have some alternate suggestions, reinstalling from the system Administrator account etc. You can reach them via Contact Customer Care

Be sure to sign in with the Adobe ID associated with your membership to see the contact options

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Oct 26, 2016 0
Participant ,
Oct 27, 2016

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Dave, I called Adobe Support today as you suggested. I got through almost immediately. I was very impressed with that. Anyway, they tried an uninstall and a reinstall after stopping all Adobe related processes. I think the order in which the processes are stopped is important since none of them restarted. That was a problem I was having yesterday as you may remember.

Anyway, when we were done, I still had version 3.8.0.310 installed, not the newer 3.9.0.344 update. After some additional research the service rep found that the update had been pulled because of some issues. It would have save me a lot of concern had they flagged that on the download site.

Anyway, I will get a call and/or an email from the service rep when the update is again available just in case my installation of the Creative Cloud Desktop does not detect the re-availability. I'll let you know when that happens and if I can get the app successfully updated.

In the meantime, thanks for all your help yesterday!

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Oct 27, 2016 0
Adobe Employee ,
Oct 27, 2016

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No problem, thanks for following up and letting me know what happened. Hopefully it will all get sorted soon.

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Oct 27, 2016 0
Participant ,
Oct 29, 2016

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Hi Dave,

I just received a notification via my installed Creative Cloud Desktop app that an update was available so I gave its installation a try. It updated successfully to 3.9.1.335. The Activity stream added this most recent update information to its display but my older history is gone. I am ok with this as the Desktop apps seems to be functioning normally again going forward.

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Oct 29, 2016 1