Unable to sync; Cloud Desktop app's hanging in Home, Files, and Fonts

[AckAck]

This is related to my reply to post http://forums.adobe.com/thread/1280818?tstart=0 and is in response to post http://forums.adobe.com/thread/1281261?tstart=0

OS: Windows

OS Version: 8 Enterprise

Browser: Chrome

Browser Version: 29.0.1547.57m

Problem: Opening the Creative Cloud app results in a hung Home, Files, and Fonts pages. Apps and Behance work properly. I was able to sync after I initially updated Creative Cloud after I was granted early access on August 8. I opened Creative Cloud on August 21 and it indicated I needed to update. I updated, but it failed. I followed instructions to install, clean using the Adobe App cleaner, renamed the OOBE directories, rebooted, and then re-installed Creative Cloud. I got the nonresponsive Home, Files, and Fonts except for the spinner in the middle. I uninstalled, cleaned, rebooted, and reinstalled to no avail. I am unable to access the fonts I was previously able to sync. My Windows 7 laptop has not needed an update since I updated it for sync on August 8, and Creative Cloud and syncing is working properly.

Screenshots:

Home, Files, and Fonts looks just like below:

Note below that the folder location is empty. If I try to change it, Creative Cloud says it is moving the folder, but it hangs. I restart, but nothing changes.

The  context menu looks different from my laptop, which has the working Creative Cloud; it does not have the stats on my Creative Cloud storage. Turn File and Font Sync Off does not change if I click it. All the other selections seem to work properly.

CoreSync.log contents

20130822-084315.442: Restart Explorer: Managed restart OK

20130822-084325.786: AdobeLogin::Init() OK

20130822-084325.788: AdobeLogin::Init() OK

20130822-084326.347: CreativeCloud v.1.1.0.623 x86

20130822-084326.466: Error: Unable to initialize messaging system. Messaging will be disabled

20130822-084326.516: Warning: Plugins folder not found: 'F:\Users\Arnel\AppData\Roaming\Adobe\CoreSync\plugins'

20130822-084326.517: Informational: Loading plugins from folder: 'C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\plugins'

20130822-084326.517: Informational: Loading plugins from folder: 'C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\plugins\ANSClient'

20130822-084326.518: Informational: Plugin loaded: 'C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\plugins\ANSClient\ANSClient.dll'

20130822-084326.518: Informational: Loading plugins from folder: 'C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\plugins\LiveType'

20130822-084326.519: Informational: Plugin loaded: 'C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\plugins\LiveType\LiveType.dll'

20130822-084326.519: Informational: AppHookControllerImpl::onStartup in

20130822-084326.705: Informational: [livetype] onStartup

20130822-084326.706: Informational: [livetype] onStartup => success

20130822-084326.706: Informational: AppHookControllerImpl::onStartup out

20130822-084327.003: DoLogin(0)

20130822-084327.150: AdobeLogin::CanTrySignIn: signInRequestNumber=1 permitted (isAlreadySignedIn=0)

20130822-084327.150: AdobeLogin::Init() OK

20130822-084327.150: AdobeLogin::Init() OK

20130822-084349.156: BaseControllerDelegate::showSignIn in caller CoreSync

20130822-084349.156: WControllerDelegate::signedOut

20130822-084349.157: BaseControllerDelegate::showSignIn out CoreSync

20130822-084349.157: Suspending Sync

20130822-084349.157: Set job state to 0, SuspendSync

20130822-084349.158: BaseControllerDelegate::pushSyncStatus isGlobalSyncEnabled false *suppressing* state 0 (CoreSyncStateSignedOut)

20130822-084349.158: SignOut Successful: Stopping jobs

20130822-084349.158: BaseControllerDelegate::pushSyncStatus isGlobalSyncEnabled false *suppressing* state 0 (CoreSyncStateSignedOut)

20130822-084349.158: Options Changed 1

20130822-084349.159: WorkerThreads: 8

20130822-084349.159: BaseControllerDelegate::pushSyncStatus isGlobalSyncEnabled false *suppressing* state 0 (CoreSyncStateSignedOut)

20130822-084349.159: Set job state to 0, OnOptionsChanged

20130822-084349.159: BaseControllerDelegate::pushSyncStatus isGlobalSyncEnabled false *suppressing* state 0 (CoreSyncStateSignedOut)

20130822-091413.544: AdobeLogin::Init() OK

20130822-091413.670: AdobeLogin::Init() OK

20130822-091413.809: CreativeCloud v.1.1.0.623 x86

20130822-091414.064: Error: Unable to initialize messaging system. Messaging will be disabled

20130822-091414.112: Informational: Loading plugins from folder: 'F:\Users\Arnel\AppData\Roaming\Adobe\CoreSync\plugins'

20130822-091414.113: Informational: Loading plugins from folder: 'F:\Users\Arnel\AppData\Roaming\Adobe\CoreSync\plugins\livetype'

20130822-091414.113: Informational: Loading plugins from folder: 'C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\plugins'

20130822-091414.114: Informational: Loading plugins from folder: 'C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\plugins\ANSClient'

20130822-091414.121: Informational: Plugin loaded: 'C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\plugins\ANSClient\ANSClient.dll'

20130822-091414.121: Informational: Loading plugins from folder: 'C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\plugins\LiveType'

20130822-091414.126: Informational: Plugin loaded: 'C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\plugins\LiveType\LiveType.dll'

20130822-091414.126: Informational: AppHookControllerImpl::onStartup in

20130822-091414.259: Informational: [livetype] onStartup

20130822-091414.260: Informational: [livetype] onStartup => success

20130822-091414.260: Informational: AppHookControllerImpl::onStartup out

20130822-091414.530: DoLogin(0)

20130822-091414.690: AdobeLogin::CanTrySignIn: signInRequestNumber=1 permitted (isAlreadySignedIn=0)

20130822-091414.690: AdobeLogin::Init() OK

20130822-091414.690: AdobeLogin::Init() OK

20130822-091421.224: IMSHTTPSignInCallback: status 0

20130822-091421.224: AdobeLogin::IMSHTTPSignInCallback() OK

20130822-091421.231: SignIn Complete (0 0)

20130822-091421.231: Options Changed 1

20130822-091421.231: WorkerThreads: 8

20130822-091421.231: Set job state to 0, OnOptionsChanged

20130822-091421.233: Informational: AppHookControllerImpl::onSignIn in

20130822-091421.233: Informational: [livetype] onSignIn

20130822-091421.233: Informational: [livetype]  disableFontSync

20130822-091421.233: Informational: [livetype]  fetchAccessToken

20130822-091421.233: AdobeLogin::Init() OK

20130822-091421.233: AdobeLogin::Init() OK

20130822-091421.235: Informational: [livetype]  fetchAccessToken => success

20130822-091421.235: Informational: [livetype]  requestSync

20130822-091421.235: Informational: [livetype]  requestSync => success

20130822-091421.235: Informational: AppHookControllerImpl::onSignIn out

20130822-091423.974: IMSHTTPSignInCallback: status 0

20130822-091423.974: Informational: [livetype] onFetchAccessTokenResponse wasSuccessful=1

20130822-091423.983: Informational: [livetype]  enableFontSync

20130822-091426.051: AdobeLogin::Init() OK

20130822-091426.051: AdobeLogin::Init() OK

20130822-091427.641: IMSHTTPSignInCallback: status 0

[Mark_Miller]

Exact same issue here except my Windows 7 desktop is working and my Windows 7 laptop isn't.

[sistermonkey]

The good news is that I found a way to fix this.

The bad news is that it involves uninstalling everything.

I spent many hours with tech support yesterday running through options unsuccessfully, and can very thoroughly assure you that uninstalling the desktop app, renaming any number of folders, and new user accounts all will not help you.  From doing a lot of research on various similar problems, it appears that it's possible for this to spontaneously resolve within a couple of hours.  If it doesn't, though, you're stuck with fixing it yourself.

The best theory I found was that it's caused by updating or installing a program without doing it through CC.  If you've downloaded an installer and run that or clicked "Check for updates" in the help menu inside one of the other apps, this is you.  Other people have noted that if you know which app you did this with, you can uninstall that one to fix it.  If you have no idea, the simplest path is to just uninstall everything.  You can try doing things one at a time, but you'll need to reboot every time the uninstaller tell you to do so and then see if it's fixed.  (Personally, I got sick of that by the second time through.)  I do remember clicking "Check for updates" right around the time this started for me, but I don't know which program it was in, just that I knew it would trigger the updates I knew existed but CC wasn't acknowledging.

I will also note that once I had everything uninstalled, I ran the Cleaner Tool and did a "Clean All". If you're going to or need to do that, make sure you've backed up all of your preferences, customizations, plugins, and so forth as needed.

[AckAck · Accepted solution]

Adobe/David__B provided an unofficial fix that is quite a bit less of the all-or-nothing approach:

1. Uninstall the Creative Cloud app from Control Panel > Programs and Features
2. Rename the “C:\Program Files (x86)\Common Files\Adobe\caps” to “C:\Program Files (x86)\Common Files\Adobe\old_caps
3. Re-Install the Creative Cloud app from https://creative.adobe.com/products
4. Delete "C:\Program Files (x86)\Common Files\Adobe\caps"
5. Rename “C:\Program Files (x86)\Common Files\Adobe\old_caps” back to “C:\Program Files (x86)\Common Files\Adobe\caps

This worked for me.

[iBookG4Dude]

It isn't working for me...

[IMZIZ]

I just managed to get rid of this problem on my machine quite by accident and thought I would share. It was only happening on my home screen - nowhere else as I had not yet used Font or File Sharing. I am using Windows 7 64-bit. When I went to settings and did 'View Your Updates and Requests' I got a screen that showed no notifications and a 'Go Back' button. After clicking the Go Back button my home screen showed up as normal. I believe mine was triggered as another user mentioned by updating an application through it's Help -> Check For Updates menu.

I hope this is of use to someone out there and saves them the time and trouble of re-installing things.

[Nedlaw]

Hal A. Looya. David_B's unofficial fix worked for me after a dozen or so uninstalls/reinstalls of the CC app with various renamings of OOBE folders and such. It must have been out of commission for about six weeks. Thanks, David_B.

[Nedlaw]

Spoke too soon. YES, the unofficial fix allowed me to see a virgin home, files, and fonts (page?). Then I wondered... what if I install a program I have not previously installed? I did, and the home page displays "you installed <whatever> 24 minutes ago." So far so good -- but the spinning WAIT icon is still there, obviously making no contact with Adobe. It's the same problem, except now it's keeping local track of what I install.

As a test, I closed and re-opened the CC app. This time, it still shows the single recently-installed application, but does NOT display the WAIT icon. Maybe it's working. Maybe it's not. There is no feedback.

From a UI perspective, the CC app does not give the user any indication it is working successfully. For all I know, the app is working locally without communicating with Adobe -- and a month from now, Adobe will say "the CC app did not contact Adobe for the past 30 days, your CC subscription is suspended." How can I confirm that the app is, in fact, working properly and not just LOOKING as though it's working?