Creative Cloud Desktop app uses all resources then crashes

Question

I have multiple users workstations that can no longer run the Creative Cloud Desktop app.  I have uninstalled, used the creative cloud cleaner, and reinstalled, and it still uses up all resources then crashes.  This has been going on for months now.  Does anyone have a solution for this?

Pete16B8 · Accepted Answer

Hi,

Sure, I understand that you might have created Managed Package for Creative Cloud App for your users.

If the issue persists, since this is a public forum, you need to contact Adobe support.
Be sure to remain signed in with your Adobe ID before accessing the link below
https://helpx.adobe.com/contact/support.html for chat or https://helpx.adobe.com/contact/phone.html

-Please click the chat icon at the bottom right of the page to open a chat session
- the chat icon looks like '3 dots inside a circle' at the lower right
- please type AGENT into the chat window to connect directly to a person rather than the AI
Please be aware that Adobe's staffing is impacted by the virus, so wait times are long.

Thank you.

I have contacted Adobe support and spent about 2 hours on a remote session with no solution. They collected log files to send up the support chain, and I'm still waiting to hear back from them. This issue has been going on since April and frankly I find it hard to believe that we are the only company having this issue becuase there is nothing unique about our computers.

Dj_Creative_enthusiast · Answer

Hi,

Thank you for posting your query here and sorry to hear about the trouble you are facing.

Please Open Task Manager and close all Adobe processes like Creative Cloud, CLibrary, CCXProcess, Adobe Update Service, Adobe Genuine Software Service, Adobe Acrobat Update Service, AcroTray etc.

Please download the Uninstaller tool for Creative Cloud App from the following link on the affected computer: https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

Please Open the web link : https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

And scroll down to the Section "Problems installing? Try alternative download links "

And please Click on :"Windows | Alternative downloads"

There you will see the Option for "Windows 10 (64-bit)" Please click on "Download" and try using the Creative Cloud App.

Please let us know if that helps.

If the issue persists, since this is a public forum, you need the link to Adobe support.
Be sure to remain signed in with your Adobe ID before accessing the link below
https://helpx.adobe.com/contact/support.html for chat or https://helpx.adobe.com/contact/phone.html

-Please click the chat icon at the bottom right of the page to open a chat session
- the chat icon looks like '3 dots inside a circle' at the lower right
- please type AGENT into the chat window to connect directly to a person rather than the AI
Please be aware that Adobe's staffing is impacted by the virus, so wait times are long.

Thank you.

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