Creative cloud corrupted frequently and each update resets all apps to default

Report · Mar 25, 2020

Hi, I have Lightroom and Photoshop installed. From time to time I get the "Creative cloud is corrupted... " message. I repair, which means Lightroom and Photoshop loose all settings and reset to default.

This is impossible to debug as it just happens 2 times a month for no apparent reason. On two independent Windows 10 machines. Just random stuff

This also happens every time CC updates itself. Lightroom and Photoshop reset to default, and CC does not see them as installed though they are.

I have tried the full cleaning procedure I have found here in the forums. I have cleaned, used Adobe cleaner tool several times. Then it works for a month or so. Yesterday, CC updated self and voila, screwed again.

I am frustrated, can anyone help?

Report · Mar 25, 2020

Smidra, what steps in https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html are you implementing to repair the installation of the Creative Cloud desktop app? Does the application become damaged every time you restart? Finally, what operating system are you using your Photography plan on?

Report · Mar 26, 2020

Hi Jeff, thanks a lot for your kind reply. I have tried ALL the steps from the giude on both machines. I launched a full nuclear apocalypse on the CC installation and when I reinstall it, it works fine. I can restart several times, I can work for about 2-3 weeks. Then I randomly get "Adobe cloud is damaged and needs to be repaired" message when my CC start after my PC boots. I click repair and CC resets all apps (including itself) to default and does not even see them installed though they are. It offers to install them again. After this crash when I run any of the apps, it does the first time run with tutorials and so.

I understand this is almost impossible to fix. But maybe there is a chance, this is my status now:

1st Windows 10 machine: CC updated itself 2 days ago, no errors. Durfing the regular update it reset Lightroom to default and lost it. This means LR is installed and working (reset to default), but CC does not even see it installed now.

2nd Windows 10 machine: I am logged out of CC before this update. I could log in, run the update and somehow log it, or video it, if the issue happens here too.

Please let me know if there is anything more I could do. And many thanks for your help.

Report · Mar 26, 2020

Ok, thanks for the update, Smidra.

For your next steps, I would recommend you review the settings for any security or utility software that is installed on both computers. Something is causing the files on the computer to become damaged or unreadable, so any application that is regularly modifying or protecting files is suspect.

If needed, you may want to try temporarily suspending the use of the security or utility software. If the damage occurs again, while the software title is disabled, then you would know that it is not causing the damage to the files on the computer. Using the process of elimination should help you narrow down which software title is causing unexpected behavior. Once narrowed down, you could then contact the manufacturer of the software to see if there is a recommended configuration or an update that may resolve the recurrent damage that is occurring to both computers.

You are also welcome to contact our support team directly at https://helpx.adobe.com/contact.html. Still, from your description, Smidra, the behavior may be so sporadic that it could be difficult to duplicate on demand.

Report · Mar 26, 2020

Hi Jeff, thanks a lot for directing me. What are the corrupted files? I mean what folders should I look for? The standard ones in App Data? Becuase there is nothing playing with those. I only run the standard windows defender antivirus and I assume adobe has well tested with that.

This morning right after booting I got this message again:

Does adobe CC have any logs where I could see what is the problem?

Report · Mar 27, 2020

Smidra, the Creative Cloud desktop app, has files in multiple locations. What is causing the damage will not be recorded within the Adobe logs because the damage is not being caused by our applications.

Please follow the steps that I outlined in my previous post. You may want to be aggressive and disable all utility and security software to prevent any further damage from occurring. You can still use the process of elimination to determine which software title is causing the damage by turning them back on one at a time.

Report · Mar 31, 2020

Thanks a lot Jeff, I will give this a try, we will see in a few weeks 🙂