Creative Cloud Freezes on Opening on Big Sur Macbook Pro M1

Community Beginner ,
Mar 18, 2021 Mar 18, 2021

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I just purchased a MacBook Pro (13-inch, M1, 2020) running Big Sur. When it started up it prompted me to transfer everything on my old MacBook Pro to the new one. This, though I didn't realize it, included the Creative Cloud app and all Adobe Apps I had on my old laptop. I thought it was only going to transfer my files.

 

Now I can't get Creative Cloud to work on the new laptop. It froze immediately on opening. I tried repairing Creative Cloud. I uninstalled and re-installed Creative Cloud. The installation said it was successful, but when I opened it, it froze again. This time on the pop-up about Welcome to Creative Cloud. I click the blue OK button to dismiss the pop-up and nothing happens. It's completely stuck. I have to use force quit to close the program.

 

Any suggestions would be super appreciated. Thank you.

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Adobe Community Professional , Mar 24, 2021 Mar 24, 2021
Hi @GoldCountry86  and @Sylvain5E5B, Ideally, you do a fresh install of a new OS first and then install your software. I suggest you run the Adobe Cleaner Tool. Then re-install CC Desktop App followed by your other CC apps.  Restart your computer. Also see these related links: https://helpx.adobe.com/download-install/kb/macos-big-sur.htmlhttps://helpx.adobe.com/download-install/kb/apple-silicon-m1-chip.html Hope that helps.

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New Here ,
Mar 24, 2021 Mar 24, 2021

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I have exactly the same problem, on the same computer. I did the same things you tried to fix it, and it doesn't work for me either... 

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Adobe Community Professional ,
Mar 24, 2021 Mar 24, 2021

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Hi @GoldCountry86  and @Sylvain5E5B,

Ideally, you do a fresh install of a new OS first and then install your software.

 

I suggest you run the Adobe Cleaner Tool. Then re-install CC Desktop App followed by your other CC apps.  Restart your computer.

 

Also see these related links:

 

Hope that helps.

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
May 29, 2021 May 29, 2021

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So, to be clear, Adobe is saying that despite Apple itself saying to use the Migration tool to move over to Big Sur from an iMac runing Catalina one neds to do a clean install of the OS - because that makes things so much simpler? Sorry, no dice - I am not planning on going through that process...can Adobe not write the code so it just works (perhaps an updated version of Creative Cloud)?

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New Here ,
Apr 01, 2021 Apr 01, 2021

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I have the exact same problem, also photoshop won't start and get stuck on the loading screen

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Community Beginner ,
10 hours ago 10 hours ago

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I just bought a new 24 inch Imac

 

I have repaired and reinstalled CC and it doesn't work for me either. CC loads and opens but I can't click inside the CC box to select anything. 

 

Any ideas? What to do?

 

Eric Wieczorek

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Adobe Employee ,
10 hours ago 10 hours ago

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Eric, please try the suggestions offered by Nancy and download and run the CC Cleaner Tool.  If you migrated/copied applications from the old Mac, then you currently have an Intel version of the application installed.

 

For future viewers of this discussion, please choose the option to transfer over documents and settings when using the migration assistant.  When you choose to migrate older old apps, you may have problems running them with the new processor.  Completing the installation process on the new computer makes sure that the proper version of the applications is installed.

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5 hours ago 5 hours ago

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Me too on a M1 chip and the Creative Cloud Desktop loads without any issue and there is no way to be able to click anything on the page.

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4 hours ago 4 hours ago

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Not sure if this applies to you guys as well. I have usded the Adobe Cleaner Tool and had my freezed Creative Cloud cleaned and reinstalled by a fresh download. It became responsive now.

Furthermore I was finally able to try the Apple Silicon compatible release of Illustrator CC 25.4 (current version, added compatibility from ver 25.3.1). 

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