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ineras17109685
Participant
October 30, 2017
Answered

Creative cloud don't start

  • October 30, 2017
  • 1 reply
  • 639 views

I needed to uninstall all the applications from my mac and then started re-installing downloading from out account. Creative cloud installer seem to download the app but it does not execute (or fails at start time) and does not give any feedback!

Tried to download photoshop directly. It downloads and appear in my application directory but when I launch the application it starts a kind of continuous loop (verification/photoshop).

Please help me our account is correctly paid and I need photoshop for urgent activities.

Massimo Zallocco

Inera

skype: mzallocco

mail: m.zallocco@inera.it

phone: +39 3481552791

This topic has been closed for replies.
Correct answer Kanikas

Dear kglad,

it doesn't work for me. Done the actions you suggested. Re-installed Photoshop. When I open the creative cloud apps I see Photoshop as updated (yeahhh) but only for a couple of seconds then it becomes "Trial expired" and "Buy Now".

I suppose I have some "Trial" info somewhere in the computer and the processes you suggested doesn't removes them.

I'm really disappointed for loosing so much time and the situation is causing problems to my work.

Furthermore, the plan we subscribed includes various support media including Chat but I cant reach it.

What do I have to do to receive the support I need?


Hi Inera,

Since none of the troubleshooting steps have helped, please Contact Customer Care for help and support.

Feel free to update the thread for more questions.

Thanks

Kanika

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 30, 2017

uninstall everything cc 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

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 3 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

I
ineras17109685Author
Participant
October 30, 2017

Hi kglad,

thank you for your answer but the problem remains.

I executed all your suggestions but the result remains the same (image attached) including the "Validating software license ..." loop. Essentially, even if we (inera account) have a photography plan active and correctly paid I cannot get the licensed copy of photoshop. Maybe this is due to the installation of a trial version (uninstalled many times). Now the trial is expired and I cannot return back to my contract. The situation is causing lots of problems because I need the tool for my current activity. Absolutely need someone helping me!

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 30, 2017

check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

if your account shows

a. your subscription is active,

1.  sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

2.  if that fails, https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html

if your account shows

b. you have no subscription and you're paying for one

1. using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

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