• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers

Can't access creative cloud app on 2013 iMac running Catalina

New Here ,
May 24, 2022 May 24, 2022

Copy link to clipboard

Copied

When I try accessing Creative Cloud just get the spinning circle and eventually slow to load restart computer/relaunch app and after that goes to check internet and firewall status.  I have uninstalled and reinstalled Creative Cloud and all the Photography plan apps and still have same problem - can access account from a windows laptop. All of the apps now try to connect to the internet on loading and none seem to be able to connect so the whole suit is unusable at present. Spent a total of 3 hours on phone to adobe support - problem not fixed they suggest upgrade MAC OS from Catalina 10.15.7 to new OS which is not an option. Can anybody offer any suggestions/fixes

TOPICS
Creative Cloud

Views

104

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
May 24, 2022 May 24, 2022

Copy link to clipboard

Copied

You could try analyzing the logs and see if something went wrong at some point:

 

Apple introduced tighter security measures in Catalina. You may want to make sure that the Creative Cloud desktop app has 'Full Disk Access' (more info here) and that no firewall is blocking it from connecting to Adobe's servers.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jun 02, 2022 Jun 02, 2022

Copy link to clipboard

Copied

Unfortunately this didn't work - spent hours on support taking off and reinstaling but nothing seemed to clear it - Adobe suggested update OS from Catalina but can't do that as Mac too old 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jun 02, 2022 Jun 02, 2022

Copy link to clipboard

Copied

LATEST

and reset/restart?

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
May 24, 2022 May 24, 2022

Copy link to clipboard

Copied

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, open your cc app and while in the foreground click cmd-q, then quit the cc app and restart your computer.

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
May 24, 2022 May 24, 2022

Copy link to clipboard

Copied

You can get latest creative cloud app from here: https://www.adobe.com/ae_en/creativecloud/desktop-app.html

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines