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Answered

Adobe creative cloud needs to repair.

Forum|Forum|7 years ago
January 4, 2019
10 replies
34654 views

My problem started when I update my laptop "MacBook Pro (Retina, 13-inch, Early 2015)" at first adobe creative start crashing and telling me to repair but i can't click anything until I force my laptop to shut down. so I uninstall and reinstall for million times and I still have this problem. it's suddenly freezing and mouse unresponsive, beachball stops spinning, time doesn't update, screen doesn't shut off when the lid is closed. Can anyone please help me start logging this issue or find the right logs and see what could be causing the issue?

Thanks in advance!

and this is my Adobe LogCollector Portal

File: AdobeLogs_20190104_175414_

CD688900-968C-46BD-8389-6049D67FA80E-mac.zip

This topic has been closed for replies.

Correct answer Jeffrey_A_Wright

Ok, thanks, David_B, please begin a chat session with our support team at Contact Customer Care so that the errors you are facing can be resolved.

Locking this discussion to reduce any additional confusion when resolving the error.

For future viewers of this discussion please utilize the steps listed in How to fix the "Failed to install" error when installing Adobe Creative Cloud desktop app , to resolve errors with the Adobe Creative Cloud desktop application becoming missing or damaged.

For direct assistance please begin a chat session at Contact Customer Care . You are also welcome to begin a new discussion in the Creative Cloud Download & Install .

J

John Kantor

New Participant

CC needs to repair itself on almost every boot. Sometimes - including yesterday - it fails to recognize my login - even though I can log in on the website. So support remotely deleted everything to do with CC and reinstalled it. This morning it needed to repair itself again - but it did let me log in. Last time this happened, supported deleted all my Adobe apps (including old versions) and I had to reinstall everything. And I don't have any antivirus on my system.

A

Anonymous

Your problem with the login not working is unusual. That is not happening for me. The need to be repaired after almost every boot is as far as my problem goes.

A

AlexisM1234

New Participant

I am experiencing the same issue at this time, right after upgrading to a new PC on Windows 10. This has been ongoing since I installed the creative cloud desktop app. I get the repair message and when i click repair, it appears to download something and iam taken in a loop.

I cannot launch the creative cloud app at all.

I have been chatting with support for over 30 minutes and their only suggestion was to uninstall and reinstall it (which I have done twice) and then they tried to push me off on my IT department. This issue has nothing to do with my local network or PC. Multiple members of my team are experiencing the same issue.

ChargeHub

Participating Frequently

I can assure you it's not an IT issue on our end. I've tried using 3G on my mobile phone and it's the same issue.
It most certainly is an issue on your end that is disabling chat services at the moment.

ChargeHub

Participating Frequently

I've tried 3 different browsers, with & without add-ons, private browsing, etc. Also I tried to access it on my mobile phone, and it still says "chat is currently closed".

This leads me to believe that it is currently closed.

Jeffrey_A_Wright

Community Manager

ChargeHub, I am unsure why you are unable to establish a chat session. It does look like the organization you work for is located in Quebec so our support team is fully available at this time.

I would recommend working with your organizations I.T. department to see if there is anything that is preventing the chat session from being established. You may also want to have them look at this public forum discussion to see if they have any better success implementing the solutions listed in Adobe Creative Cloud, needed to resolve this problem, is missing or damaged .

ChargeHub

Participating Frequently

Jeff, I was finally able to contact chat support staff from the page, but not through the section titled "3. Would you like to contact us", that remains non-functional for me. Instead the little message / chat button at the bottom right connected me with a customer support agent relatively quickly.

They then walked me thru all the steps that I had previously done, although they pointed out one that I had previously MISSED. After uninstalling and using the CC Cleaner tool, I didn't change the name of the OOBE folder the past 2 times I've tried to fix this. This time they made sure I followed every step, and so far so good. I've reset the computer numerous times, shut it down, booted it up, and no more "repair / reinstall" prompt.

Of course, I'll report back next week if I experience the issue again after the weekend / a few more days use. But I'm pretty hopeful that this will solve it once and for all.

I'll keep in touch if I can confirm in a week that it's still solved, or if it arises once more.

Thanks for your help, and thanks to the customer service rep over chat.

ChargeHub

Participating Frequently

Chat is currently closed, I cannot establish a chat session.

Jeffrey_A_Wright

Community Manager

ChargeHub, our chat support is currently open. As previously mentioned it is likely the current web browsers settings or add-ons are preventing you from establishing a chat session. If you still face difficulties contacting chat in a different web browser, then please use a smartphone or tablet to begin the session.

ChargeHub

Participating Frequently

The issue is not that I cannot start a chat, but rather that there is no applicable category for Creative Cloud app, just specific apps like Photoshop, Illustrator, etc.

Jeffrey_A_Wright

Community Manager

ChargeHub, please choose any of those options so that you can speak with a member of our support team.

ChargeHub

Participating Frequently

I've also had this same issue persist on one of my machines.
I use CC on my Macbook pro and an iMac, the MBP never has any issues with corrupt creative cloud app, and needing to repair, but the iMac seems to have issues at LEAST once a week (usually after I turn on the machine after a weekend)

I've followed all the suggested steps of uninstalling all apps, using the cleaner tool, reinstalling, etc. But to no avail, the issue still persists on the iMac. It's really frustrating and a waste of time to have to repair it constantly before use. It's becoming rather disruptive for my work and I really wish Adobe could offer a concrete solution.

I was following the suggestion of Jeff A Wright to contact Adobe directly, but there doesn't seem to be any applicable topic in the Chat menu for the Creative Cloud app itself.

Would love any support or guidance on this issue, as It's really hindering my ability to be productive.

Thanks in advance,

Jeffrey_A_Wright

Community Manager

ChargeHub, are you able to establish a chat session at Contact Customer Care ? If not, then I would recommend using a different web browser, smartphone, or tablet to begin the chat session. The current web browsers settings or add-ons maybe blocking the connection.

S

seahawksean80

Inspiring

Join the ever-growing club. This has been an issue for every CC subscriber for over a year now. And once again, Adobe staff does nothing but move threads around in an attempt to hide them. Apparently they don't even now how search algorithms work. Thanks Bani Verma for doing nothing, again.

Jeffrey_A_Wright

Community Manager

Seahawksean80, I know you have posted on multiple public forum discussions regarding your frustration regarding this error. Have you contacted our support team directly? If not, then please do so that the error can be resolved. Please see Kglad's message in post #3 for information on how to begin a support case.

If you have contacted our support team then can you please update this public forum discussion with your active case number?

Bani Verma

Community Manager

Moving this query to Creative Cloud Download & Install community.

kglad

Community Expert

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 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

FaiAhmedAuthor

New Participant

I did that and now, middle of my work i got the msg again!

kglad

Community Expert

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

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