Creative Cloud desktop app is not loading.

New Here ,
Jun 20, 2021 Jun 20, 2021

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I'm on Windows 10. I tried opening Creative Cloud, but it is stuck at the "Loading Creative Cloud" screen, and error message saying "Creative Cloud is taking longer than usual to load. Relaunch Creative Cloud or restart your computer and try again" (see picture).

 

I've tried following the link here. So far I've tried:

1. Turning off CC and restarting my computer

2. Restarting my computer

3. Uninstalling and reinstalling CC

4. Deleting the OOBE files (except ANEData.db and filesync.db because Windows 10 says CC is using it), restarting computer and running CC

5. Updating my PC

 

None of it works.

 

Is there a fix to this?

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correct answers 1 Correct answer

Adobe Community Professional , Jun 20, 2021 Jun 20, 2021
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...

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Adobe Community Professional ,
Jun 20, 2021 Jun 20, 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 ,
Jun 21, 2021 Jun 21, 2021

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thank you! i think the cleaner tool helped!

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Adobe Community Professional ,
Jun 21, 2021 Jun 21, 2021

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you're welcome.

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New Here ,
Oct 28, 2021 Oct 28, 2021

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I tried everything but still no go.

I reinstalled creative cloud and its still stuck.

I also ccant uninstall other apps because creative

cloud is not working.

Why Adobe?

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Adobe Community Professional ,
Oct 28, 2021 Oct 28, 2021

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start with the cleaner step.

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New Here ,
Jan 21, 2022 Jan 21, 2022

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I tried all the steps you mentioned before and also the cleaner tool but it's still not working. Any more ideas how to fix this?

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Contributor ,
Mar 15, 2022 Mar 15, 2022

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"uninstall every cc app including preferences"

 

You have to be out of your mind. And for the record, your link https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html is improper. It refers to Creative Cloud desktop becoming stuck during an install or upgrade. The app is stuck upon opening, with no install or upgrade in the mix. It's unbelieveable how support here can't even read.

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Adobe Community Professional ,
Mar 16, 2022 Mar 16, 2022

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the recommendation for repair and the steps needed are the same.

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Explorer ,
Mar 17, 2022 Mar 17, 2022

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I can't believe uninstalling every cc app is necessary, including preferences. What the heck? Not a chance!

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Adobe Community Professional ,
Mar 17, 2022 Mar 17, 2022

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it may not be necessary.  but then again, it may be.

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New Here ,
Dec 27, 2021 Dec 27, 2021

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I tried all of it and even had someone from support checking on it via remote, but nothing helped. Still stuck at a loading screen. 

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Adobe Community Professional ,
Dec 27, 2021 Dec 27, 2021

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what did support say?

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New Here ,
Dec 27, 2021 Dec 27, 2021

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I just had a senior tech support trying all kinda stuff via remote and nothing worked. He said please wait 2 days and it will resolve by itself. wtf? 

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New Here ,
Dec 27, 2021 Dec 27, 2021

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I cannot open CC with the Imac as well as my laptop. 

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Adobe Community Professional ,
Dec 27, 2021 Dec 27, 2021

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did they say what would change in two days?

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New Here ,
Dec 27, 2021 Dec 27, 2021

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nope. Just "in 1-2 days it ussually fixes itself" lol.

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New Here ,
Jan 21, 2022 Jan 21, 2022

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Did it fix itself?

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Explorer ,
Feb 01, 2022 Feb 01, 2022

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Hi - I am using an iMac (Feb 2021, Monterey 12.2) and often am unable to successfully launch Adobe CC (receiving the "Creative Cloud is taking longer than usual to load. Relaunch Creative Cloud or restart your computer and try again" message), or manually update any apps (Click on update and nothing happens). This issue occurs frequently, probably once per week and has been doing so for at least 2 years.

 

As mentioned above, to resolve the issue I have found the following method works OK:

  1. Quit the CC App.
  2. Manually delete the contents of the OOBE folder.
  3. Relaunch the App (Sometimes relaunching twice is required).

 

This seems to solve the issue. Hopefully this info may help other users.

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Adobe Community Professional ,
Feb 01, 2022 Feb 01, 2022

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the oobe folder contains your cached credentials.  if it regularly needs to be restored, you have something (eg, av, antimalware, cleaner, defragger etc) on your computer corrupted something ins oobe.

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Explorer ,
Mar 17, 2022 Mar 17, 2022

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Didn't help me. Too bad.

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Community Beginner ,
Apr 19, 2022 Apr 19, 2022

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I had a similar issue. Windows 10. CC appeared to be running in Task manger but I was unable to open it. Used to work fine. In the end after restarts of windows failed I just reinstalled the creative cloud basic app over the top of the existing ones and it worked again. 

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New Here ,
May 02, 2022 May 02, 2022

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What do you mean by "reinstalled the creative cloud basic app over top of the existing ones"?

I've uninstalled, reinstalled, used the cleaner, shut off firewalls and antivirus, shut down everything in the task manager, restarted, power cycled my PC, cleaned my credentials, basically everything short of letting an Adobe rep take over my computer, which I really don't want to do.

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New Here ,
May 19, 2022 May 19, 2022

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Do you happen to have any malware/virus software?  I had the same issue and turning malwarebytes off, then stopping CC app completely, then restarting it, allowed an update that was running to finish, and everything works now.

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Explorer ,
May 19, 2022 May 19, 2022

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LATEST
Yes, I have malware and anitvirus. I believe I disabled them, and still had the problem. At the moment, everything is running fine.

Margaret

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