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leamara
Participant
October 28, 2020
Question

No Support in Three Days

  • October 28, 2020
  • 2 replies
  • 284 views

Hi there, 

I've been trying to get in contact with Adobe Support for three business days now, both phone and chat with no response. 

Creative Cloud on my MAC hasn't been working properly and won't load apps. I'm now not able to download the new Lightroom update and cannot work as my Lightroom is now not working as well. My full time job depends on Creative Cloud and I've lost almost 20 working hours trying to troubleshoot and get help from Adobe. It's very frustrating, as I, along with many others I see not happy with the customer service, pay $80 a month for a service that doesn't work, with zero support. Is anyone available to assist? Thank you so much. 

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2 replies

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
October 28, 2020

Leamarie, I see that you have attempted to establish a chat session multiple times but have then been disconnected.  If the suggestions offered by Kglad do not resolve your current difficulties, please download and run the CC Log Collector Tool from http://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html.  Once the log files have been uploaded, then I would recommend using a different computer, smartphone, or tablet to begin the interaction.

 

 Looking at the number of failures you have encountered, Leamaries, with just creating a chat session, I would not be surprised if the error that is preventing you from using Photoshop and Lightroom are related.  I would recommend you also backup any critical files on the computer if the current errors are unable to be resolved.

L
leamaraAuthor
Participant
October 28, 2020

Thanks so much to you both! Going through the steps as we speak; truly appreciate your help, fingers crossed! 

 

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 28, 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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