Back to square one with Adobe Desktop Service crash

[Guest]

After spending over an hour with Adobe support on a call yesterday I continue to have a problem where shortly after loading one of the CC desktop apps (After Effects, Premiere  and Photoshop primarily) the CC Desktop app crashes. Then after I close out my apps I have to sign back into my account in order reload them again later. The tech removed a bunch of files on my machine that he suspected were corrupted, reset folder permissions, ran the CC Cleaner app, and then reinstalled CC Desktop but I am still having the same issues as before. Below are the details regarding my setup and the error I am getting. I would greatly appreciate any help that the community can offer here.

OS Name : Microsoft Windows 7 Home Premium

Version: 6.1.7601 Service Pack 1 Build 7601

Processor : Intel(R) Core(TM) i7-4810MQ CPU @ 2.80GHz, 2801 Mhz, 4 Core(s), 8 Logical Processor(s)

GPU: NVIDIA GeForce GTX 860M

The latest versions of all CC apps are installed.

Creative Cloud has stopped working

Problem signature:

  Problem Event Name:   APPCRASH

  Application Name:         Adobe Desktop Service.exe

  Application Version:       4.4.0.294

  Application Timestamp:               5a714e1e

  Fault Module Name:      Adobe Desktop Service.exe

  Fault Module Version:   4.4.0.294

  Fault Module Timestamp:            5a714e1e

  Exception Code:             c0000005

  Exception Offset:           000a0023

  OS Version:       6.1.7601.2.1.0.768.3

  Locale ID:          1033

  Additional Information 1:            0a9e

  Additional Information 2:            0a9e372d3b4ad19135b953a78882e789

  Additional Information 3:            0a9e

  Additional Information 4:            0a9e372d3b4ad19135b953a78882e789

[kglad]

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

use the desktop app to install your cc programs/trials

[adamg536836]

I have exactly the same problem.

OS Name : Microsoft Windows 10 Home

Version: 10.0.16299 Build 16299

Processor : Intel(R) Core(TM) i7-7700HQ CPU @ 2.80GHz, 2808 Mhz, 4 Core(s), 8 Logical Processor(s)

GPU: NVIDIA GeForce GTX 1070

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

- <System>

  <Provider Name="Application Error" />

  <EventID Qualifiers="0">1000</EventID>

  <Level>2</Level>

  <Task>100</Task>

  <Keywords>0x80000000000000</Keywords>

  <TimeCreated SystemTime="2018-02-18T23:05:19.686382300Z" />

  <EventRecordID>15511</EventRecordID>

  <Channel>Application</Channel>

  <Security />

  </System>

- <EventData>

  <Data>Adobe Desktop Service.exe</Data>

  <Data>4.4.1.298</Data>

  <Data>5a842dc5</Data>

  <Data>unknown</Data>

  <Data>0.0.0.0</Data>

  <Data>00000000</Data>

  <Data>c0000005</Data>

  <Data>00460030</Data>

  <Data>2c18</Data>

  <Data>01d3a90c0c33b680</Data>

  <Data>C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ADS\Adobe Desktop Service.exe</Data>

  <Data>unknown</Data>

  <Data>e51ed2bb-9b52-4605-be37-fc2eb0ce782d</Data>

  <Data />

  <Data />

  </EventData>

  </Event>

[kglad]

same solution.

[adamg536836]

I would not write my message if it worked for me

[thejoejay42]

Also facing the same issue on my end too. I've made a post as well here (Creative Cloud Desktop app keeps crashing/restarting every 15-20 minutes ) which has a list of threads with the same issue and every single step I've worked through that hasn't fixed the issue. This is very clearly something to do with CC 2018 - I've run CC/CS applications for 7 years prior with no issues. Also working with a AMD GPU (someone mentioned it might be something to do with NVIDIA drivers).

[kglad]

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

or contact the Adobe Twitter team at @AdobeCare

[thejoejay42]

I've tried talking to Adobe support but after several open cases I've been unsuccessful in resolving my case through them. The worst part is that often times reps will provide a method to try (which I follow, that's fine), but after I say it doesn't work the rep often disconnects and I spend another 10-15 minutes trying to find another rep to help me out. I've gone through every instruction and support page currently available but nothing seems to be working

[Kanikas]

Hi Thejoejay42,

As I understand, the Creative Cloud app crashes after a few minutes. Could you please share a few details with us?

* Mac or Windows

* OS version

* Creative Cloud app version

* Issue with only Creative Cloud app or other apps as well?

* Any self-troubleshooting steps tried?

Thanks

Kanika

[thejoejay42]

Sure thing, I've already made a thread with all my details here: Creative Cloud Desktop app keeps crashing/restarting every 15-20 minutes but I'll paste them here too.

Windows 10, Fall Creators' Update (everything is up-to-date)

Creative Cloud app version 4.4.1.298

All other apps seem to work fine (with the exception of CC library sync) until the CC desktop app crashes, which causes all CC programs to deregister and deauthorise me as well as remove all TypeKit fonts as the font syncing is tied to the CC app (so they stop working).

Here are all the steps I've taken (again, from my own thread) with no resolution as provided by the various reps, Adobe support pages etc.

• Signing in and out of the CC desktop app
• Booting into safe mode and trying CC app (Creative Cloud refuses to sign in, unable to test).
• Changing languages from English (North America) to English (International)
• Stopping all Adobe-related services in task manager, deleting the opm.db file, deleting the entire OOBE folder
• Changing file permissions on all Adobe folders to allow admin/user full access
• Checking the hosts files (no issues)
• Removing/renaming SLStore/SLCache files/folders
• Using Creative Cloud Uninstaller and then reinstalling
• Uninstalling Creative Cloud, using the CC Cleaner Tool and then reinstalling
• Uninstalling all CC programs, reinstalling
• Uninstalling all CC programs, deleting literally every single folder related to Adobe, Creative Cloud or any other program, restarting, running the Cleaner Tool, clearing the temp folder and then reinstalling.

[thejoejay42]

I don't understand why my post was marked as the answer. These are all the things I did that DIDN'T resolve my issue.