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David McC3
New Participant
August 21, 2013
Answered

creative cloud won't launch

  • August 21, 2013
  • 14 replies
  • 147630 views

I have now spent over 10 hours on the phone trying sort my problem out.  I have had 3 people from Adobe take control of my screen and still no solution.  They keep promising to call me back but no one ever does, I guess when they have your subscription that's where the support ends. 

Basically I downloded CC app onto both my MacBook Pro and iMAc at different location home and office and downloaded a couple of apps Photoshop, Lightroom and Muse on Saturday on both computers no problem..  The little cloud icon was in the top tool bar and even had a few updates to download on the Sunday. However on Monday this icon has disappeared and Creative Cloud won't launch and I cannot download any apps.  They have tried allsorts, taking control of my screen 3 times, deleting stuff, repairing permissions, installer creative cloud cleaner etc etc and still nothing.  They asked me to send 30 odd log files to them yesterday to <E-mail address removed by Moderator> attention of somebody  called Sunit.

Have just called the tech support number as nobody has called me back.  Guess what, the log files they asked me to send which i did twice have been lost so now they want be to subit system info (again) just uploaded and 1236 page pdf.  They also wanted log files from the /tmp folder but unfortunately they aren't there as somebody from Adobe deleted them yesterday afternoon. What a shambles!  I have now not been able to work fro 3 days but apparently they appreciate my patience.  My pateience is rapidly running out.  Is there anyone out there from adobe who can help me please.  Adobe convinced me not to buy Creative Suite 6 (upgrade from Creative Suite 5) but go for Creative Cloud instead, now you have my money nobdy seems to be able to help.  Meanwhile my business is going down the tubes. 

I have just been told now after being on the phone nearly an hour that it will be escaletd again and someone will call me back in 48 hours.  What a joke....I have already been promised 3 call backs since Sunday and no one has called me. 

Can somebody from Adobe please help me as tech support appear unwilling to do so

thank you

david

    This topic has been closed for replies.
    Correct answer Clay Coleman

    Ok thanks for the update Patrick.


    I was having the same problem since the most recent Creative Cloud update about 3 days ago.  CC wouldn't launch on my iMac (running OSX 10.7.5.) at all, nor would it launch from the dock or upon a "reveal in finder" action.

    I was able to fix it quite simply as follows:

    Go to System Prefs

    Click Users and Groups

    Click on the lock to access the Admin account and enter the Admin password

    Click on  the "Login Items" tab

    Click on the box to set a check mark and enable Creative Cloud on LogIn

    Click on the lock again to save changes

    Done.

    CC launches as it should on startup and login, and displays in the toobar once OSX completes building the desktop.

    Anyway, hope this helps.  It worked for me.

    Best,

    Clay Coleman

    14 replies

    Show previous replies
    M
    Madilynmae
    New Participant
    April 23, 2015

    I am not having any luck getting LR CC to launch on my Macbook.  This is the 2nd day I've tried.  I was on the line waiting for tech support for over an hour yesterday and no one ever came online.   None of the suggestions worked for me and some of them were not able to be followed as the choices suggested never appeared on my computer.  I also have been using Adobe products for years.

    P
    peteruprecht
    Participating Frequently
    January 12, 2015

    I am having the same problem here.   My creative cloud application launches and terminates instantly on its own

    It even kills its processes in the activity monitor.

    I have tried the solutions above and they dont work

    Any one able to help?

    coreusa
    coreusa
    New Participant
    November 4, 2014

    turn off all firewalls and check network administrators setting on the server firewall.

    D
    David McC3Author
    New Participant
    August 21, 2013

    An update is anyone is interested.  Never got a call back so called again and after another hour and a half on the phone Adobe's solution to my problem is that the problem lies with Apple not them! So they advised me there is nothing more they can so I need to call Apple.  So according to Adobe tech support my problem is the fact that Creative Cloud does not work properly with Mac OS 10.7.5. I find that hard to believe.  Happy to sell me a subscription after telling me my operating system was fine.  The tech support service you offer is disgraceful.  12 -13 hours spent mainly on hold on the phone -  5 seperate call backs not acted on no one ever called me back, documents e mailed to <E-mail address removed by Moderator> and then again uploaded via the adobe website as instructed to be told that they can't find the documents.

    Thanks a lot Adobe, I have spent thousands on your products-  2 full creative suites, various copies of photoshop over the years and this is how you treat loyal customers.

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      August 21, 2013

      David I am sorry you have been facing so many difficulties with your installation of the Creative Cloud.  Can you please post your case number so I can review your interaction with our support team.

      I am also editing out the tech support address you have posted.  We only want to have customers using the e-mail address when requested.  By having it posted in the forums it will likely increase the amount of spam messages sent to that distribution list.

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      August 22, 2013

      Thanks Jeff

      Sorry I didn't realise about e mail address.  My case number is 0184609009.  I have just managed a work around based on some of your previous posts but it isn't ideal as I have to create a new admin account every time creative cloud disappears from my computer., which it keeps doing.  My last call with tech suppport they said they would leave the case open but there was nothing they could do as the problem is with Apple so I should call them.  They tried yesterday to create a new admin account when they were screen sharing but it still didn't work although it has worked for me tonight.  Sorry if I appear frustrated but half of my calls weren't even logged it appears and all the files I e mailed and uploaded were lost apparently so I had to explain my life story from page 1 each time I called. 

      I still have to solve the same problem on my iMac at my office so do I use the same work around? 

      Thanks for replying

      David


      David I have submitted a request for a member of our support team to contact you.  You may want to try adjusting file permissions in your original user account.  You can find details on how to adjust your file permissions at Error "Exit 6" or "Exit 7" | Install log | Read, write, system file errors | CS5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/error-exit-6-exit-7.html.  The locations you may want to consider adjusting the file permissions for are as follows:

      Library/Application Support/Adobe

      Users/<UserName>/Library/Application Support/Adobe

      I also wanted to make you aware that case 0184609009 has still been open and was pending an update from you.  If there is any additional information you want to add please feel free to update your case at http://www.adobe.com/.

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