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TimHangartner
TimHangartner
Participant
November 15, 2020
Answered

Creative cloud desktop app keeps spinning

  • November 15, 2020
  • 1 reply
  • 5045 views

Hi, 

So i just bought the adobe suite. I downloaded the adobe suite desktop app but all it does is loading (blue circle) after a while a pop up says it takes unusually long with a help link. I have done every single thing it recommends (restart computer, reinstall the app, delete a folder in appdata) nothing works. Do you know of this issue and how to fix it? Im using windows 10 latest version & even deactivated the firewall since i assumed it has to do with the server connection. Im kind of frustraded right now since i cant use the product i paid for. Thanks for any help. Best regards Tim

This topic has been closed for replies.
Correct answer TimHangartner

Same here. No problem on my HP notebook, everything works.

The problem is on my MacBook Pro: the loading wheel keeps turning and turning. Had a two hour chat with one of Adobe employees / experts, could not find the problem either.

 

Have no clue what to do ....


Adobe Support could fix it for me. Had something to do with Microsoft Visual C++ and Windows Credentials. I dont know any step they did (deleted some Microsoft Visual C++ Programs and deleted the authentifications for adobe under windows credentials). Since i didnt use Adobe before on this computer i dont know if this will work if you already had data stored. Might be best to open a support ticket with adobe.

 

Thanks & Best Regards

Tim

1 reply

AxelMatt
Community Expert
AxelMattCommunity Expert
Community Expert
November 16, 2020

Please take look here:

https://community.adobe.com/t5/download-install/creative-cloud-desktop-app-spinning-wheel/td-p/8851551?page=1

https://helpx.adobe.com/creative-cloud/kb/creative-cloud-app-doesnt-open.html

 

My System: Intel i7-8700K - 64GB RAM - NVidia Geforce RTX 3060 - Windows 11 Pro 25H2 -- LR-Classic 15 - Photoshop 27 - Nik Collection 8 - PureRAW 5 - Topaz Photo
TimHangartner
TimHangartnerAuthor
Participant
November 16, 2020

Thank you. Unfortunately i have already seen these links and tried these resolution numerous times with no results . Thats why im asking a question that has been asked many times before, since none of the answers seem to work (at least for me).is there a posibillity do download older versions of creative cloud desktop app? maybe this would be an option.

AxelMatt
Community Expert
AxelMattCommunity Expert
Community Expert
November 16, 2020

I would recommend a clean reinstallation. 

  1. uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html 
  2. then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html 
  3. clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html 
  4. restart your computer (don't skip this) 
  5. reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud. 
  6. if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html) 
  7. use the desktop app to install your cc programs/trials 

  

Important are steps 3 and 4. Please don't skip these steps!!

Is your system up-to-date? Do you have installed the latest patches for the operating system and the latest versions of the drivers?

My System: Intel i7-8700K - 64GB RAM - NVidia Geforce RTX 3060 - Windows 11 Pro 25H2 -- LR-Classic 15 - Photoshop 27 - Nik Collection 8 - PureRAW 5 - Topaz Photo
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