Apps not compatible

New Here ,
Aug 10, 2021 Aug 10, 2021

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Hi,

Adobe CC apps are suddenly no longer compatible with my maschine. I got notice about updating the system but my system is regularly updated, currently on the latest version 19043 of Windows 10 PRO.

Computer hardware installation:

  • Asrock Z87 extreme3;
  • i7 4770K 3.5Ghz 4cores;
  • 16G of RAM;
  • G-force GTX 760 2G;
  • primary 500G SSD disc,
  • secondary 2x 1T HDD. 

I don't know why this suddenly happened, but I can tell I have problems for some time now with loading Adobe CC desktop interface that freezes complete system and force me to reset the maschine. I had also reset windows 10 pro a month ago in hope to resolve freezing system but no success. After that even Lybrary sync doesn't work anymore - it reports error Libraries sync error / Sorry, Your Libraries didn't sync. My computer works just fine while Adobe CC is not in use. 

 

I don't know what could be wrong so please help me find the solution.

 

Best regards,

Robert

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Adobe Community Professional ,
Aug 11, 2021 Aug 11, 2021

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first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

uninstall every cc app 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
check for, and if available, update your os
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

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New Here ,
Aug 11, 2021 Aug 11, 2021

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Hi,

Thanks for instructions. I followed your guidance but the method failed to succeed. After reinstalling Adobe CC my computer freezed soon after desktop app lounched. Newer versions of apps are still not compatible with my maschine only few old versions (2020) are available for installation. I repeated process one more time and still facing same issue - computer freeze after Adobe CC desktop lounch. What else can I do?

 

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20210811_024041_276-win.zip

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Adobe Community Professional ,
Aug 11, 2021 Aug 11, 2021

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using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (= cryptic icon in the lower right)

kglad_0-1628710671447.png

in the chat field, type AGENT
be patient, it can take quite a while to reach a human

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