Creative Cloud Desktop app taking too long to load

Question

Trying to install the desktop app on a brand new Windows 10 laptop (all windows updates have been done).

I've tried all recommended solutions, uninstalled with the uninstaller and used the cleaner. Re-installed this at least 12 times over the last 4 hours, deleted files in appdata, program data etc. ran it as administrator.

I've disabled firewalls, antivirus, my host file has not been touched. I've been through all of the links provided by the community but still cannot get this software to work.

It works on my desktop and a different laptop so what could possibly be missing (VC++ redists are installed but a link might be useful)? Can anyone please provide an error log location to help diagnose the problem?

Thanks

Kerry5ED3 · Accepted Answer

I am sorry to hear that, Kerry. I recommend downloading the CC Log Collector tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html, and once any logs have been uploaded, begin a secure chat session at https://helpx.adobe.com/contact.html for direct assistance with identifying the cause.

Hi Jeff,

I have now managed to resolve the issue by uninstalling all VC++ Redist installations except for 2015-2019 (x64). After a reboot some redist versions auto installed. For reference I have

Visual C++ Redist 2010 x64/x86 v10.0.40219

Visual C++ Redist 2012 x64/x86 v11.0.61030

Visual C++ Redist 2013 x64/x86 v12.0.40664

Visual C++ Redist 2015-2019 x64/x86 v14.29.30133/v14.23.27820

It seems like the installer didn't like one of the redistributables during installation but is ok afterwards.

J E L · Answer

@Kerry5ED3 Sorry to hear about the problems! Seems you've already tried a lot of things.

This might not have anything to do with the actual installation but are you signed into Creative Cloud on the two other devices you mention? If you are already signed in to Creative Cloud on two other computers, you should be prompted to sign out from any one of them. Your individual Creative Cloud license lets you install apps on more than one computer and activate (sign in) on two. However, you can use your apps on only one computer at a time.

Worth a shot to see if that makes any difference?

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