Creative Cloud App Problem

New Here ,
Mar 06, 2021 Mar 06, 2021

Copy link to clipboard

Copied

Hi.

A message came up on Adobe Creative Cloud stating that there was a problem with the software and it needed to be reinstalled.  When I tried doing this, a message came up saying that there was a problem with the installation process and this took me to the troubleshooter page, where it told me the software was not genuine.  I am confused because when I purchased Creative Cloud, I got it directly from the Adobe website so I do not see how my Creative Cloud is not genuine.  Is anyone able to help me?

TOPICS
Cloud storage web assets, Collaboration, File sync, Libraries

Views

114

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 06, 2021 Mar 06, 2021

Copy link to clipboard

Copied

first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

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
check for, and if available, update your os
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Mar 06, 2021 Mar 06, 2021

Copy link to clipboard

Copied

I have tried what I can but unfortunately, I was not able to reset the cc desktop app.  As a matter of fact, whenever I try to open it, it fails to do so and a question mark appears on top of the creative cloud logo.  I have tried uninstalling it using the creative cloud unistaller but that has not worked either because the message "uninstallation of creative cloud desktop completed with errors" appears.  I can clearly see that the app is still on my mac.  I can't even open the app to uninstall photoshop, illustrator and the other creative cloud apps.  I am not sure what I should do here.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 06, 2021 Mar 06, 2021

Copy link to clipboard

Copied

did you try reparing with the uninstaller?

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Mar 06, 2021 Mar 06, 2021

Copy link to clipboard

Copied

I did but it told me that the repair had failed and that I should install a new copy of creative cloud.  The weird thing is photoshop and illustrator are working fine so I am at a loss as to what caused this problem.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 06, 2021 Mar 06, 2021

Copy link to clipboard

Copied

if your ps and ai are working you might want to leave well enough alone.  but if there are problems you can:

 

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://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Mar 22, 2021 Mar 22, 2021

Copy link to clipboard

Copied

Sorry for the late response but I have been able to fix the problem.  Thank you for all your help!

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 22, 2021 Mar 22, 2021

Copy link to clipboard

Copied

you're welcome.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 22, 2021 Mar 22, 2021

Copy link to clipboard

Copied

LATEST

Can you tell us what you did so others might benefit from the information?

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines