Creative Cloud keeps causing my Explorer.exe (any folder windows) to freeze.

[sethwb]

Not sure where to begin troubleshooting this, but here's some background info:

Description of the problem:

1. Any open explorer windows (file browsers, or upload file selection windows for chrome, etc.) freeze and are unresponsive.  They usually don't come back unless I manually end Explorer.exe in task manager and restart it, which usually fixes it.
   1. If it doesn't fix it the same thing occurs.  Any open Explorer.exe windows become unresponsive (the loading icon appears in the place of my cursor when I hover over it).  Any time I try to upload a file to Chrome or other browsers, or use any Explorer windows they also immediately freeze & exhibit the same behavior.
2. This occurred when I had loaded an MKV file into Premiere Pro CC.  The computer eventually became unresponsive & rebooted. This destroyed all the audio in the file and I'm not sure how to recover it, but I consider this a separate issue and while I will appreciate any help I get I also plan to post about that particular problem in the Premiere Pro CC forum as well.

Additional Info:

• CoreSync.exe during this problem hovers around 5-10% CPU usage with svchost.exe (DPS service) hovering at around 10% and Explorer.exe at 20%.  This occurs almost always after the computer comes out of sleep mode or right after boot.  I'm assuming this is a file sync problem.
• Operating System:  Windows 10 Home 64bit  (although this also sometimes occurs on my other PC which is Win 10 Pro 64bit).
• Sometimes (not sure how often) if I just leave the computer for a long time and come back the problem will be gone and any open Explorer.exe windows will be responsive again.

Any help would be greatly appreciated.

[kglad · Accepted solution]

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)

test your computer thoroughly.  any problems?

if not, 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 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

[sethwb]

The problem is.. this happens on two completely different PCs.  Uninstalling and reinstalling really shouldn't be the solution here.  I'll think long & hard about giving it a try, but this seems like a lot of wasted time when there are probably better suggestions.

[kglad]

fair enough.

[MrTeo]

it's like how retard Adobe solution and treats with clients... Poor support and causing lag for everthing!

[kglad]

these are user-to-user forums, not official adobe support.

[johnz99888518]

Same issue happening with me.

Everything was working fine in the morning.

Got an update notification for Creative Cloud App- updated as notified then EXE. started freezing and crashing.

Opened up my secondary PC that I use for backup just in case- Updated CC App and it is now doing the same thing on that PC as well. Both PCs were working fine up until the update. Cannot downgrade to a previous build of Creative Cloud App.

Welp there goes my day. Now I have to troubleshoot becauase it lags when I try refreshing, freezes when I am uploading anything, and I cannot to the best of my ability open the images easily because the drag and drop funtion begins freezing my windows explorer.

[kglad]

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*


if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

[johnz99888518]

None of this worked until the next creative cloud update which was a few weeks later.

Looks like whatever it was caused enough disturbance to merit another update.

[kglad]

glad your problem is resolved.