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Inspiring
February 18, 2019
Question

4.8.0.421 hasn't run on either computer since the day it updated

  • February 18, 2019
  • 3 replies
  • 474 views

Mac High Sierra AND Mac El Capitan: I've repaired (never has that one worked) uninstalled and reinstalled numerous times. I've run the Cleaner. I've deleted all the files mentioned in the instructions that go along with deleting the OOBE file. As each of my computers got the update (one day apart), the Creative Cloud app has failed to run. It's tried. But it always gives up after many long minutes of trying.

I've seen it get so far as to display my avatar. I've seen it get so far as to inform me that I have updates. I've seen it actually show the Stock page and I could click on Apps before it went into a tailspin. I've even seen it sync a missing Adobe font AND the whole family that I'd never directly "managed." Well, I didn't see the sync, but a close and reopen of the file after rebooting the computer showed that there were no missing fonts. I was testing, and the file still doesn't come up with missing fonts, even though I've quit the CCApp, though it did with the first test on just the one style in that font family. Maybe AI is just keeping track of the font, but it should tell me it's still missing.

I have turned off sharing in case one computer was affecting the other. I've created a new Admin account. It had me sign in twice before finally deciding it had to be quit or repaired.

All that is currently affected is my ability to install or uninstall applications. I will not, can not, afford to "try" to get the CCApp to work by uninstalling any Adobe applications. I have work to do and deadlines to meet. So as long as they run, I refuse to risk everything by "trying" to get the CCApp to work.

I will manually delete some files if it's Adobe approved. I do realize that this is a U2U forum, not like the Feedback forum where I can engage directly with staff, but I'm hoping that Adobe Staff who are experts in the CCApp actually skate through here. I don't need a response by tomorrow. And no, I don't trust Customer Service to tell me what to do. They haven't been right since I tried to fix something about my license for PageMaker.

Remember, it's two computers, one running Mac's High Sierra, the other running Mac's El Capitan. High Sierra has 2019 on it. El Capitan obviously never has. Two separate Admin accounts. Both died upon update, but only one at a time. They died separately. I had a working ACC app on the 2nd computer until it died several hours later directly after the auto-update.

If it's an account problem, Adobe Staff obviously have access to my account information. They can check it.

This topic has been closed for replies.

3 replies

Nancy OShea
Community Expert
Community Expert
February 18, 2019

The latest versions of CC Desktop App won't run on El Capitan.   See this blog post from Aug 2018.

Upcoming Changes to Creative Cloud OS Support for Windows and Mac | Adobe Blog

For individual  apps, please refer to Creative Cloud system requirements.

Adobe Creative Cloud system requirements

Nancy O'Shea— Product User & Community Expert
CristenAuthor
Inspiring
February 18, 2019

Well, not supporting El Capitan makes sense why my 2nd computer in line for the update failed. Why did it update it, then? Why am I now stuck with a CC app that won't work? Why didn't it just say NO!<G>

It doesn't explain why it failed first on my High Sierra computer.

Participant
February 18, 2019

Adobe is garbage.

kglad
Community Expert
Community Expert
February 18, 2019

using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

CristenAuthor
Inspiring
February 18, 2019

I believe I said I had no faith in Adobe Support. They could totally cripple me in seconds, leaving me to reformat the drive when right now, I don't have time for it. This is broken. It's not fatal—so far.

And I don't think I have a browser that allows cookies and popups by default. Only when I give specific permission, which I have to Adobe url's for everything.