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Aplicativos contratados no plano não aparecem no Creative Cloud Desktop

Community Beginner ,
Dec 06, 2022 Dec 06, 2022

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Contratei o plano Todos os Apps, mas ao baixar e instalar o Creative Cloud Desktop, estes apps não aparecem como disponíveis. Os apps aparecem no CC Web, mas ao clicar para instalar, abre o CC Desktop, porém, nada acontece. 

 

O problema aconteceu nos meus dois computadores, um com Windows 11 e outro Macbook Pro M1 rodando OSX Ventura 13.0.1.

 

Já tentei várias soluções encontradas online, como deslogar e relogar, reinstalar o CC, apagar registros e instalar do zero, etc. Nada funcionou.

 

Os canais de suporte são péssimos. O chat não responde nada e pelo telefone, ninguém atende. Já cancelei o pacote em uma conta e contratei em outra, porém, o problema persiste.

 

Screenshot 2022-12-06 at 14.26.52.png

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Creative Cloud , Installation

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correct answers 1 Correct answer

Community Beginner , Dec 07, 2022 Dec 07, 2022

After a while trying different solutions I stumbled with the cleaner tool here:
https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

 

After following the instructions, everything is back to normal. I can see all my apps and they run just fine now.

 

Thanks for the directions @kglad and @Jeff A Wright 

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Community Expert ,
Dec 06, 2022 Dec 06, 2022

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check your account to verify your subscription is what you expect and to verify your adobe id, https://accounts.adobe.com

 

then, if that shows your account, sign out and back then back into the cc desktop app using the same adobe id that you used to confirm your subscription,  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

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Community Beginner ,
Dec 07, 2022 Dec 07, 2022

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I"ve tried this before, no success. In my account page, it shows correctly my subscription plan and all apps available. CC Desktop does not reflect that, showing only the "free apps".
Captura de tela_20221207_100613.png

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Community Expert ,
Dec 07, 2022 Dec 07, 2022

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after checking your account, you signed out and back in to your cc desktop app using that same adobe id?

 

if yes, check @Jeff A Wright message about a connection problem

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Community Beginner ,
Dec 07, 2022 Dec 07, 2022

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Yeah, I am signing out and back since yesterday... Same id, same email, same password, same everything but the apps.Captura de tela_20221207_104502.png

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Community Beginner ,
Dec 07, 2022 Dec 07, 2022

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Tried to use my mobile internet connection and it worked. Got back to my home connection and it still working. Connection after all. Thanks for the guidance!

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Community Expert ,
Dec 07, 2022 Dec 07, 2022

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excellent.  thank you for the follow-up and for marking the correct answer.

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Community Beginner ,
Dec 07, 2022 Dec 07, 2022

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Too soon, apps are gone again and those that I could install are not opening. Gonna keep investigating the connections.

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Community Expert ,
Dec 07, 2022 Dec 07, 2022

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@sylker3d 

 

ouch.  ok, keep this thread updated.

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Adobe Employee ,
Dec 06, 2022 Dec 06, 2022

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Sylker3d, sorry the computers cannot contact Adobe servers to allow you to evaluate a Creative Cloud All app membership. Since the problem is occurring on two separate computers, I would recommend you focus on the solutions offered in https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html to unblock access on the local network.  

 

You may also want to confirm that the local network uses the recommended Domain Name Server and other settings from the hosting Internet Service Provider. A misconfiguration could lead to the exact behavior you have experienced on both macOS and Windows.

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Community Beginner ,
Dec 07, 2022 Dec 07, 2022

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Thanks for the answer but I don't think this have anything to do with internet or connection, I have tried many different connections in different places. Also, I can access and dowload some apps, but not all those of my subscription plan. I cannot get Photoshop or Illustrator for instance. All the apps are available in my account page on the web, but not in Desktop so I cannot actually intall any of them.

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Community Beginner ,
Dec 07, 2022 Dec 07, 2022

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I have tried to use my mobile internet connection and it worked. Got back to my home connection and it still working. It was the connection after all. Thanks for the help!

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Community Beginner ,
Dec 07, 2022 Dec 07, 2022

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After a while trying different solutions I stumbled with the cleaner tool here:
https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

 

After following the instructions, everything is back to normal. I can see all my apps and they run just fine now.

 

Thanks for the directions @kglad and @Jeff A Wright 

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Community Expert ,
Dec 07, 2022 Dec 07, 2022

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you're welcome.

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