Can't open CC desktop app - system tray icon disappears on mouseover - Windows 11

[timb52187518]

Hi All

I'm having a serious issue with CC.

I'm unable to access the CC desktop app on windows 11.  IT appears to start, but when I mouse over the system tray icon, it disappears.

I ave uninstalled all Adobe apps, run the CC cleaner, and tried to reinstall, but no improvement.

I disabled all security whilst installing and tried to run the program with security off also.

Any ideas would help!!

[kglad]

what happens when you click/double click on the cc app exe?

[timb52187518]

Hi kglad

The icons reappear in the system tray, but no windows come up - If I mouseover the icons again, they disappear again...

[kglad]

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 using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall

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, again using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...
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 download 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

[timb52187518]

Hi kglad

Thanks for the detailed response - unfortunately, after going through that I am still having the same symptoms.

I couldn't do the reset step, as I never get a window to bring to the foreground.

I don't suppose you have any other thoughts?

[kglad]

using a browser that allows popups and cookies, contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

[timb52187518]

Hi All

i have a long standing issue with Adobe Creative Cloud.

I am unable to access the desktop app.  I run it and a grey icon appears in the system tray ( Win 11). But if I mouse over it, it just disappears, no error messages, nothing.

I've been through multiple sessions with Adobe Support including several uninstalls/reinstalls, and the best answer I have received is that it has something to do with permissions.

I am at my wits end - I'm paying a lot of money every month and can't use any of the software - can anyone help???

thanks in advance.

Tim

[kglad]

is anything from adobe installed on your computer, other than the adobe cc desktop app?

if no, 

then uninstall the cc desktop app, using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

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 download 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

[StarsArtBar]

I've been having the same issue for close to a year have you figured out a solution?

[kglad]

@StarsArtBar 

same answer for you:

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, repair per
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html



if that fails, uninstall using the correct uninstaller from
https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...
and then reinstall*



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

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

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*



*use the "alternative download links" 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

[StarsArtBar]

Sadly I already went through all that stuff and multiple sessions with Adobe support remoting into my computer 😪😭

[kglad]

the next step then is to backup your data, reformat your hard drive, reinstall your os, restore your data and then install the cc desktop app.