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Gombis
Gombis
Participant
October 29, 2020
Answered

My Creative Cloud won't load. Customer Support tried uninstalling every Adobe app before giving up.

  • October 29, 2020
  • 4 replies
  • 9108 views

Hello there. I am in serious need of help. 

 

2 days ago I tried launching the Creative Cloud app, as I thought it was time to update some of my Adobe applications. It wouldn't load. I tried restarting the app, still didn't load. Tried restarting my PC, didn't work. I tried following the steps seen here: https://helpx.adobe.com/in/creative-cloud/kb/creative-cloud-app-doesnt-open.html but those didn't work either. I've tried searching the forums for answers, but still nothing. I contacted Customer Support, and after waiting for hours, I went to bed. Today I finally got in contact with one, who tried to help via remote control access, but he couldn't figure it out either. Eventually, after uninstalling EVERYTHING related to Adobe on my system, he gave up. 

 

This means what little access I had before to some slightly outdated Adobe applications is now gone. I have tried contacting Customer Support again, but after being "transferred" I still haven't heard anything back for hours now. 

 

Sidenote: I've also tried uninstalling Creative Cloud and just installing programs like Photoshops directly from the CC website. They download, but can't launch, giving me some  "VCRUNTIME140_1.dll not found" error - which I got yesterday when trying to open the newly downloaded 2021 Photoshop, but not when opening the 2020 outdated Photoshop. I have tried to fix this issue as well, but updating C++ Runtime, etc. hasn't fixed anything.

 

I really hope someone could help, as this is my livelihood at stake, and I am clearly not a priority at the Customer Support branch. Thank you!

This topic has been closed for replies.
Correct answer Peru Bob

You need to make sure Windows is up to date.

See here:

https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads

 

NOTE: Link fixed

4 replies

L
Leah5E70
Participant
January 7, 2021

The solution that worked for me (saw this in another forum) was to update Visual C https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads

I'm using a Windows PC. I downloaded and installed the file x64: vc_redist.x64.exe and had no more issues loading creative suite.

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    October 29, 2020

    Last time I had major computer problems was on an aging system so I replaced it with a new one.  If your computer is fairly new and all else fails, re-install Windows.

    https://support.microsoft.com/en-us/windows/reset-or-reinstall-windows-10-cd352bd8-4cb6-411a-f2f5-1814bd8d453c

     

    Nancy O'Shea— Product User & Community Expert
    Peru Bob
    Community Expert
    Peru BobCommunity ExpertCorrect answer
    Community Expert
    October 29, 2020

    You need to make sure Windows is up to date.

    See here:

    https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads

     

    NOTE: Link fixed

      Gombis
      GombisAuthor
      Participant
      October 29, 2020

      Hello, Peru Bob,

       

      Your link doesn't appear to work, but I did try to update my Windows. There was an update available, but after updating, my Creative Cloud still won't load. Same error. I tried installing Photoshop through the web again, but I still get the same VCRUNTIME error. 

       

       

      Gombis
      GombisAuthor
      Participant
      October 30, 2020

      I fixed the link, thanks.


      I got a few errors regarding Visual C++ Runtime not working the first few times I rebooted the machine, but this time there was no error for whatever reason! Meaning I was able to download Photoshop from the web-based CC and launch it successfully! Thank you! 

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        October 29, 2020

        first try, resetting the cc app: To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:

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

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

        if that fails go ahead and uninstall/reinstall per the above link

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

        uninstall every cc app 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
        check for, and if available, update your os
        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 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
        use the desktop app to install your cc programs/trials

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