I'm getting this message a number of times each day. Here is the crash info if that is any help:
CoreSyncCustomHook has stopped working
Problem Event Name: APPCRASH
Application Name: CoreSyncCustomHook.exe
Application Version: 220.127.116.110
Application Timestamp: 596dbd79
Fault Module Name: StackHash_81e1
Fault Module Version: 0.0.0.0
Fault Module Timestamp: 00000000
Exception Code: 00000000
Exception Offset: 00000000
OS Version: 6.1.7601.2.1.0.256.48
Locale ID: 1033
Additional Information 1: 81e1
Additional Information 2: 81e1abb6bc6004bfabbf4ebe846bca34
Additional Information 3: b199
Additional Information 4: b1999ae605f2a646226b30555befe9fd
I looked through the forums and support FAQs and found a thread from 2014/15 that was similar. One of the proffered solutions was to disable syncing of files and/or fonts, but when I open Creative Cloud preferences those options are grayed out, even when I run as administrator. I've tried de-installing and installing CC but to no avail.
Running on Win7 Pro, HP z240 workstation, PS CC and Bridge installed. I had the same software on my previous system; just got this one last week, all updates installed.
Moving to Adobe Creative Cloud forum
is there anything unusual about your installation? eg, installing on a virtual drive or any non-default settings?
uninstall everything cc 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
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 3 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
use the desktop app to install your cc programs/trials
It's a very plain vanilla installation. I'd like not to uninstall/reinstall everything right now, but will as a last resort.
However, I would like to try turning off syncing to see if that helps as a quick fix; I don't really need font syncing anyway. Can anyone explain why the options to turn them off are not allowed in the CC app? Both file and font syncing are shown "On" but grayed out so they can't be changed, even as admin user.
Could you please send the complete crash log? Also it would really help if you can elaborate a little more on this?
Here is the Event Log entry; is there a separate crash log? (Sorry I can't figure out how to attach it):
Log Name: Application
Source: Application Error
Date: 8/8/2017 8:24:27 AM
Event ID: 1000
Task Category: (100)
Faulting application name: CoreSyncCustomHook.exe, version: 18.104.22.1680, time stamp: 0x596dbd79
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0x00000000
Fault offset: 0x00000000
Faulting process id: 0xdb8
Faulting application start time: 0x01d31049a84660f2
Faulting application path: C:\Program Files (x86)\Adobe\Adobe Sync\CoreSync\customhook\CoreSyncCustomHook.exe
Faulting module path: unknown
Report Id: e65e09b2-7c3c-11e7-af53-a08cfdf054ae
<Provider Name="Application Error" />
<TimeCreated SystemTime="2017-08-08T13:24:27.000000000Z" />
<Data>C:\Program Files (x86)\Adobe\Adobe Sync\CoreSync\customhook\CoreSyncCustomHook.exe</Data>
I always see it right after restarting the system, then occasionally during the day, not doing anything in particular.
Tried logging out and back in, and immediately got the same failure.
I initially installed it initially as normal user, but I am by default the admin as the only user. Later de-installed and installed as admin.
I have the exact same problem, exact same problem signature. Windows 7 Pro 64-bit, CC has been installed for over two years with only minor hiccups in that time. All updates have been applied as received.
In my case nothing has changed that would indicate this is because of a new install, changes or any other reasons. I too do not intend to just uninstall everything and reinstall as it takes hours and there is still no guarantee it will work.
Any possibility this is from a recent CC update?
Interesting. All I know is that on my old system (Asus desktop) that this one (HP workstation) replaced, I was running the exact same set of software with all updates and no such failures. I take that back, the old one had Win7 Home and the new one is Win7 Pro. I was basically running them side by side for several days while I migrated everything over. Of course the new system is by a different manufacturer and some drivers, etc., are also different. I updated all the drivers as per instructions, and all of a sudden the HP-provided mouse wasn't recognized by the Microsoft mouse utility, so had to back up to the old version, so lots of weird things happen in the software world that we mortals can't understand.
Could you please collect the dump by running the below registry setting to get the dump file generated at the path %LOCALAPPDATA%/CrashDumps and share us the dump available at that path related to coresync executable.
Thank you so much for all the details. I will forward all of this information to engineering team and they should soon be able to analyse the issue and find a solution. I will keep you posted with any information I have on it.
Do you have Bitdefender anti virus installed on this machine? If yes, could you please try disabling it for sometime until Creative cloud completes its full installation?
If you still see the crash, please let me know.
I do have Bitdefender. I disabled it and there was no failure on a subsequent restart. You may be on to something; I'll keep an eye on it.
I also have Bitdefender installed. I disabled it and no longer getting the failure.
I think I've narrowed it down by disabling Bitdefender's "Safe Files" feature, which protects against ransomware attacks at boot time. I haven't gotten the failure with this turned off.
The Bitdefender Safe Files setting is definitely the answer; I won't miss it. Also, it's interesting that I am now able once again to change the CC preferences for turning on/off sync of files and fonts. I guess the only remaining question is why did these problems not occur with my old system that had AFAIK exactly the same software running?
Many thanks to everyone who helped fix this problem.
I got same problem as well. Guess the answer is plain. Adobe CC 2017 is a virus after all. I really appreciate support. But disabling antivirus ? What solution is that ? Adobe, Is there anything else I can serve you with ? Keys to my house perhaps ?
Sorry for the problem you are facing.
Disabling antivirus was just a workaround to unblock from this issue which was not letting user to use sync services properly. We have identified some issues from our side due to which this crash was seen. We are trying to fix these known issues from our side and should soon be getting the fix out.
Do you also have Bitdefender or some other antivirus? If it is some other anti virus, could you please let us know about it? And could you also please share the logs so that we know which other process might be interfering with our process?
Thanks for the log files. I will send it to the engineering team. But presence of BitDefender indicates the same issue as Richard in this thread was having.
Will keep you posted on this.
I'm also getting the same error. I completely flattened and reinstalled my copy of Windows 7 and reinstalled all the software from new. Ever since then I've been getting this error and having searched I came across this thread - and yes, when I rebuilt I installed Bitdefender for the first time !!
Has anyone come up with a solution to this yet, short of disabling my AV which, as mentioned above is not a solution? I have tried listing CoreSyncCustomHook.exe as a trusted application in Bitdefender but it still crashes.