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valg14543383
Participant
March 9, 2021
Answered

adobe creative cloud not responding - frozen screen on MacBook Pro 2020 (M1 chip)

  • March 9, 2021
  • 8 replies
  • 31849 views

Hi ya'll, 

 

i just bought a new macbook pro 2020 - M1 chip - and am trying to get creative cloud to work. 
basically I allready installed and unistalled everything 10 times. 

Everytime i open the creative cloud app i get the start screen or the dashboard screen but i can't click on anything and it is not responding. 

I am aware that to run photoshop on my new macbook I need to download Rosetta 2 and the beta version of the non native photoshop version however, i was never asked to downloac Rosetta 2... can't seem to find a way to instal this manually and, i can't click on the beta version of photoshop because creative cloud is non responsive. 

Please help me, i have been looking for a solution for hours, i'm going crazy 🙂

 

 

    Correct answer yracema5EB5

    UPDATE: I just got Adobe CC to work! I just entered this into my terminal:

    /usr/sbin/softwareupdate --install-rosetta --agree-to-license

     

    Before doing that, Adobe CC was completely uninstalled from my computer. Make sure you are using the latest version of the uninstaller (https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html specifically under this heading: "Download the Creative Cloud desktop app uninstaller (latest version)." Then I entered that into my terminal, re-downloaded Adobe CC and it worked.

     

    I also entered these into my terminal separately (make sure you press enter after these):

    softwareupdate --install-rosetta

    (then)

    /usr/sbin/softwareupdate --install-rosetta --agree-to-license

     

    I was also restarting my computer between entering the different lines of code into the terminal. I'm not sure if that did anything, but I tried to trouble shoot every step of the way. I hope this works for you! Best of luck.

    8 replies

    D
    defaultiltvl3izyspx
    Participant
    June 27, 2021

    I was having the same issue and didn't do the terminal method.

    Here is what I did that worked: 

    1. uninstall Creative Cloud desktop app via latest uninstaller  https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html 
    2. Uninstall all other Adobe Cloud Apps via web Creative Cloud since I was not sure if there were other issues with the apps.
    3. Remove the Adobe Folder: Library/Application Support/Adobe because Creative Cloud app puts a lot of stuff in those folders. 
    4. Restart computer (because you never know)
    5. Reinstall Creative Cloud Desktop App. it then worked and fonts and resources began syncing properly. I could navigate through Creative Cloud App and all other apps installed okay without errors when opening existing files. I think I may have already had the Rosetta install with my migration and I don't remember if I was prompted or not. 
    D
    Duran Duran
    Participant
    July 7, 2022

    Hello,

    I have a question if anyone know. I've been trying to uninstall Adobe, and to do that I downloaded the latest version Creative Cloud Uninstaller on Adobe's page, but when I try to run it says "To open Creative Cloud Uninstaller, you need to install Rosetta" and I don't want to. Is there any solution to fix this? I have Macbook pro with M1 Pro chip. I paid over 2k$ to buy this laptop and I can't remove a program I don't want on my laptop, thank you Adobe ...

    T
    Test Screen Name
    Legend
    July 7, 2022

    Install Rosetta or try to get a refund. Only choices available. Rosetta is a normal part of Mac OS, made by Apple and automatically installed when needed. No idea why you would be so opposed to it.

    E
    Enoch5F8F
    Participant
    June 24, 2021

    I had the same problem on my M1 Macbook Pro. I had migrated from a 2017 Macbook Air and this issue popped up. I used CleanMyMac to uninstall creative cloud and removed the remaining adobe files from users>library> cookies and also from users>library>Applications> (remove any folders and files for adobe).

     

    Once you can no longer see traces of Adobe in the library, you can go ahead and do a fresh reinstall of creative cloud and set up your apps. It worked for me, hopefully it works for you too!

    J
    Jasmin5F86
    Participant
    May 5, 2021

    this is what i did and IT WORKED:

    1: uninstalled creative cloud (with the latest uninstaller version i found in someone elses response here)

    2: went to library -> application support -> deleted the whole adobe file

    3: opened 'terminal' on my macbook (found it with spotlight)

    -> if the terminal says something about 'zsh as default..' or something... follow this FIRST: https://support.apple.com/en-us/HT208050

    4: use this video: https://www.youtube.com/watch?v=SJBhWobIoQo

    5: re-installed creative cloud here https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html#download-links

    (use the option: macOS alternative downloads: Apple M1)

    toddd21898654
    toddd21898654
    Participant
    April 29, 2021

    Just wanted to chime in and confirm the same freezing issue on a M1 Mini after performing a migration using macOS Migration Assistant. Adobe Creative Cloud froze up, Photoshop wouldn't launch, etc. I don't know which fixed it, but I ran the Terminal commands in this thread AND the Creative Cloud Cleaner Utility, restarted, downloaded the M1 version of the Creative Cloud installer, and now it WORKS.

     

    I would assume the normal CC Installer automatically detects which version to download, but to make sure you're getting the M1 version you can get it here:

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

      D
      dickd866217
      Participant
      May 26, 2021

      Sadly in my experience the normal CC Installer DOESNT select the right version of itself to install.  

       

      So your link is really helpful in getting the Apple M1 vrsion of the installer.  If you dont it's round and round again!!

      Z
      ZacchaeusNifong
      Participant
      April 14, 2021

      I was frustrated with this as well because I recently bought a Mini Mac with the M1 chip.

       

      I solved it by going to the "uninstall creative cloud" package from Adobe here. I ran it and chose "repair" install of "uninstall" and that worked.

       

      You can also download the zip file directly here as well.

       

      Let me know if I can help you in any way and I'll try to follow up. Thanks everyone.

      A
      alejandrop29021480
      Participant
      May 16, 2021

      This worked for me and is way simpler/faster than some of the other proposed solutions shown here.

      S
      Stembrick
      Participant
      April 2, 2021

      I'm still running into this issue... I've uninstalled creative cloud and installed the M1 version from their sight... and it never works. Still launches and then freezes. 

      N
      Nicolas5C11
      Participant
      April 7, 2021

      Only uninstalling didn't work for me neither. Have you tried the Cleaner Tool I mentioned above? That worked for me. Hope that helps.

      Best,

      Nicolas

      R
      Rehn5FBA
      Participating Frequently
      April 13, 2021

      Thank you so much this is also worked for me.

      N
      Nicolas5C11
      Participant
      March 11, 2021

      I had the same problem. Was sure it was old files that were responsible for the problem as I did migrate to my M1 too.

      Finally the Adobe Cloud Cleaner Tool was the solution. You can find it here https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

      hope that helps and saves some people some hours of frustration.

       

      Best

      Nicolas

        Z
        Zhug
        Participant
        April 6, 2021

        Thanks Nicolas!

        The cleanup tool has resolved problem I had!  

        In my case after migration to M1 laptop, only Acrobat DC worked normally, and all other Adobe applications freezed or crashed. Basically, I couldn't do anything because Creative Cloud freezed despite of repeated reinstallation.

        After cleaning up all old files (some were probably >20 years old), Creative Cloud started to work normally. I was then able to reinstall other apps. Illustrator and Photoshops also started to work...

        GZ

        Y
        yracema5EB5
        Participant
        March 9, 2021

        I'm running into the same problem. As far as I understand it, adobe apps are not yet compatible with the m1 chip in the newest models of Macs. https://community.adobe.com/t5/download-install/can-i-run-my-adobe-apps-on-apple-computers-that-use-the-apple-silicon-m1-chip/td-p/11623236

         

        V
        valg14543383Author
        Participant
        March 10, 2021

        as far as my research goes it is possible to run the apps on models with the m1 chip if: 

        - you download Rosetta 2 which enables you to work with non-native apple apps 

        - you download the Beta version of photoshop or other adobe programs (which seem to be decent already)

         

        However: 

        - It's impossible to find "Rosetta 2" to install manually. Normally your mac should automatically ask you if you want to download this when running non-native apps. Mine however, doesn't do that.

        - I can see, when opening my creative cloud, that there is a menu in the left tab "beta versions", but since my creative cloud freezes everytime I open it... i can't click on it. And if I open the creative cloud through a webbrowser, I can't find the beta versions anywhere...

         

        So i'm stuck...

         

        the Waldo question here is; Where is Rosetta? 🙂

         

        Y
        yracema5EB5
        Participant
        March 10, 2021

        That is exactly what I'm experiencing!

         

        I know people who have the M1 and Adobe runs smoothly for them because they are prompted with "download Rosetta 2" window. With the help of a some engineer collegues, I've tried installing Rosetta 2 manually in my computer's terminal. It says it's downloaded successfully but Adobe still doesn't work.

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