Creative Cloud Desktop app taking too long to load

Community Beginner ,
Sep 06, 2021 Sep 06, 2021

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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

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Creative Cloud , Installation

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correct answers 1 Correct answer

Community Beginner , Sep 07, 2021 Sep 07, 2021
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 v10.0.40219Visual C++ Redist 2012 x64/x86 v11.0.61030Visual C++ Redist 2013 x64/x86 v12.0.40664Visual 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.

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Adobe Community Professional ,
Sep 06, 2021 Sep 06, 2021

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@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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Adobe Community Professional ,
Sep 06, 2021 Sep 06, 2021

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Another thought is that CC will automatically install with your first app. On your brand new Windows 10 laptop, make sure you've uninstalled all Adobe applications through Windows Settings > Apps & features > Related settings > Programs and features > Uninstall programs.

 

JainLemos_0-1630964944905.png

 

Then, once you are signed in with your Adobe ID, see if you can install the CC desktop app directly from this page.

https://creativecloud.adobe.com/apps/download/creative-cloud

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Community Beginner ,
Sep 07, 2021 Sep 07, 2021

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Hi Jain,

 

This issue I am having is for my daughters account so nothing is installed yet and I made sure all sessions were disconnected in the security settings. 

 

I have tried all solutions again and I after so many attempts and watching closely I have now realised that the installation is stopping at 55% every time I try to install.  I have tried installing with firewalls and realtime virus checking off,  I also noticed that the installation file is being deleted afterwards.

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Adobe Employee ,
Sep 07, 2021 Sep 07, 2021

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Kerry, sorry you are encountering problems installing Adobe Creative Cloud applications on the new computer. I would recommend checking the logs to determine the fatal error that is preventing the installation from completing.  Information on how to locate errors can be found at https://helpx.adobe.com/download-install/kb/find-installation-log-files.html.  Would you please update this public forum discussion if you have any questions?

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Community Beginner ,
Sep 07, 2021 Sep 07, 2021

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Thank Jeff,

 

There are no log files in any of the directories on those pages, I have searched the entire disk.  There are a bunch of files in the AppData/Local/Temp directory one of which (AdobeIPCBroker.log) contains

 

2021-09-07 22:52:29:402 : ERROR INFO CSXSEventQueueManager::CreateEventQueueIfNotExist: create queue 8884.1631051345 (ACCC)...
2021-09-07 22:52:29:421 : ERROR INFO CSXSEventQueueManager::CreateEventQueueIfNotExist: create queue 6744.1631051346 (ACHP)...
2021-09-07 22:52:29:485 : ERROR INFO CSXSEventQueueManager::CreateEventQueueIfNotExist: create queue 6292.1631051346 (ACHP)...
2021-09-07 22:54:29:533 : ERROR INFO CSXSEventQueueManager::RemoveEventQueueByChannel: remove queue 6744.1631051346 (ACHP) for channel 896...
2021-09-07 22:54:29:536 : ERROR INFO CSXSEventQueueManager::RemoveEventQueueByChannel: remove queue 8884.1631051345 (ACCC) for channel 680...
5 00406971
6 003FD87B
7 00434330
8 76BCFA29
9 77B37A9E
10 77B37A6E

2021-09-07 22:54:29:536 : ERROR vcfoundation::io::VCEndOfFile: WriteFile
race: 1 00406582
2 003FD3D1
3 0040E76C
4 00407987
5 00406971
6 003FD87B
7 00434330
8 76BCFA29
9 77B37A9E
10 77B37A6E

2021-09-07 22:54:29:536 : ERROR INFO CSXSEventQueueManager::RemoveEventQueueByChannel: remove queue 6292.1631051346 (ACHP) for channel 912...
2021-09-07 22:54:29:536 : ERROR vcfoundation::io::VCEndOfFile: WriteFile
race: 1 00406582
2 003FD3D1
3 0040E76C
4 00407987
5 00406971
6 003FD87B
7 00434330
8 76BCFA29
9 77B37A9E
10 77B37A6E

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Adobe Employee ,
Sep 07, 2021 Sep 07, 2021

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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.

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Community Beginner ,
Sep 07, 2021 Sep 07, 2021

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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.

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Adobe Employee ,
Sep 07, 2021 Sep 07, 2021

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Excellent, Kerry; thanks for the update!  You mentioned earlier that this was a recently purchased computer. You may want to contact the manufacturer as the Microsoft Visual C++ Redistributables are used by more than just Adobe applications.  Other people may be encountering the same problem that you have resolved.

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