Problem with Creative Cloud Desktop app since update to Windows 8.1

[Lee_M]

Hi, I have updated my desktop and laptop to Windows 8.1 over the past day, and have noticed a problem with the Creative Cloud Desktop app.

Some menu items when I right-click on either the CC system tray icon, or click on the Settings menu icon in the app interface itself do not show.  I've included a screenshot of the problem.

I have tried uninstalling and reinstalling the desktop app, but this has not worked.  Any ideas?

[davidhofberg]

I do not have it. I've tried to force it by looking for Updates from within After Effects, but no luck.

[Cindoboy]

I have the latest CC desktop but still have missing bits of dropdown menus as mentioned above and can no longer install CS6 programes, like PP as I need encore.

[Steven712]

Dear Adobe Support Team

I have not been able to use ACC for nearly a week now.. that's a week's subscription where I cannot install any apps using CC on Windows 8.1.. see attached screenshot.

Please advise what is actively being done to fix these issues.

[Steven712]

Have posted to ACC Facebook page too in hope of getting some attention on this problem: https://www.facebook.com/adobecreativecloud?fref=ts

[Badgadan]

I would also like to add my name to this problem. Totally blank CC desktop app and menus (right click on taskbar and in the app itself). I do get a login screen, but entering my credentials sends me round in a loop so I am unable to download or install anything via the app or from the site. I have Win 8.1 at home - which is where all the problems are.

I have tried all the steps suggested - deleting and reinstalling all the various files (suggested here amongst other places http://helpx.adobe.com/creative-cloud/kb/aam-lists-removed-apps-date.html) multiple times with no joy. I've downloaded and cleaned 4 times this evening with no change.

Fix please.

[SiliconPixel]

Come on Adobe - at least acknowledge the issue - very frustrating!

[DaT Prod.]

Ive spent more time with adobe support the last 3 days than with my girlfriend... now I get error trying to update

[Simon_P1]

I had the same issue and uninstalling the app and reinstalling fixed it.

Win 8.1 Pro

Asus GeForce GTX 650

[chrisghough]

I was getting the same blank window as you on two different PCs running Windows 8.1.

I followed the link in Post number 36. There was a link there to the download centre http://creative.adobe.com/products/creative-cloud. I downloaded the latest version of Creative Cloud Desktop, installed it (did not bother to uninstall old version) and can now use the Desktop app again. It has the missing menu items others have experienced, but at least I can now update my CC apps again.

[TrussCorp]

After checking the Adobe site and confirming that CC was compatable with Windows 8.1 I upgraded however when I finished I was having the same issue as Steven712 with a small window containing the CC logo but could not do anything with it.  After uninstalling and downloading the new "Updated for 8.1" I can no at least get updates again however I still can't read menus.  90% of them are blank.

ADOBE PLEASE INVESTIGATE this is very frustrating.

[Badgadan]

As an update to my previous post (59) I am now at work on my Win 7 PC - with a similar problem with the Creative Cloud Desktop app. I updated yesterday to the latest version and it's now totally broken. You guys have a serious issue with this desktop app that you need to sort out pronto. I cannot install anything new from my subscription as it sends me back via the desktop app and I'm stuck in the login loop. Fortunately I can still use the stuff I have installed (after accepting the license agreements multiple times and signing in to a different app).

This is really broken.

[RicLeP-D9I4Wt]

At the very least we need links to the installer files for the software, even if we can only get them by logging into our account on this website. I can't install software, I can't work, this is doing untold damage to my business. A month free wouldn't go amiss either!

[Steven712]

Morning all

I suggest we take this to Adobe's social media forums, specifically Twitter.  Simply click on the Twitter icon, top right, and tweet:

Adobe Community: Problem with Creative Cloud Desktop app since update to Windows 8.1 http://forums.adobe.com/thread/1317459?start=40&amp%3Btstart=0#.UnNtlWsAtlw.twitter #notwinning #poorcustomerservice

[Steven712]

in fact we should include Adobe's handle in the Tweet, try

@creativecloud Adobe Community: Problem with Creative Cloud Desktop app since update to Windows 8.1 http://forums.adobe.com/thread/1317459?start=40&amp%3Btstart=0#.UnNtlWsAtlw.twitter #poorcustomerservice

[DuncanStewartTextiles]

I rasied this issue around 3 months ago! was given some help and then forgotten about

I have seen 3 or 4 adjacent threads all from adobe staff asking you all to do the same things time and again. No one there is talking to one another.

I have to say they have so far provided the worst technical support of any company i have delt with in a long time.

Forums are not the way support your customers.

[SampiKamffer]

Yes. This is bananas.

Tis' my tweet:

@creativecloud Adobe Community: Creative Cloud Desktop app Problem since update to Windows 8.1 http://forums.adobe.com/message/5805971 #poorcustomerservice

[SiliconPixel]

RicLeP,

You can install the software from here:

https://creative.adobe.com/

It does only link back to the CC desktop app but in my case it auto starts the download and install of an app.

May or may not work for you - in my case, I don't have any issues installing new apps - only the menu issue. However, if the CC app needs updating, maybe you'll see the tiny dialogue box with no buttons?

Paul.

[RicLeP-D9I4Wt]

SiliconPixel, thanks, forgot about that page in my frustrations with the app!

Edit: Doesn't work for me as it routes through the crippled Creative Cloud app.

[SiliconPixel]

NP - and yes, it is frustrating!

The complete lack of any communication is puzzling and damaging to Adobe - at least they could say they've seen the issue or not - and they're working on it - or not.

Complete silence does them so much damage when a simple communication WILL help a lot!

[Badgadan]

Unfortunately that doesn't work for me, just sends me back to the CC desktop app - that's on Win 8.1 (with the blank menu and suggested solutions tried) and Win 7.

[SiliconPixel]

Badgadan,

When it sends you back to the app, does the app have the tiny dialogue box showing? Does the app you've requested not start downloading?

If you have the dialogue box, I think it'll be a message telling you you need to update the desktop app???

I had that but did manage to get it updated by removing/re-installing the desktop app from the link I posted earlier.

????

[Badgadan]

No unfortunately not, it takes me to the desktop app cc login, which i do, it then tells me I've signed out and to sign in again (this on Win 7). I updated this yesterday to the latest CC release via the in program update. I can try reinstalling - may be a stupid question though - is uninstalling going to break my existing installations? I can at least use PS, AI and Indesign atm which are what i really need - don't want to break those!

[SiliconPixel]

In my experience, removing the "Adobe Creatice Cloud" program in 'Programs and features' only deletes the desktop app and didn't affect any of my installed Adobe CC apps. All of those are separately listed in 'Programs and Features' anyway.

Give it a go - you may still have missing menu items though like I do! But, you may be able to install apps at least with any luck.

[Badgadan]

Thanks for the help, just uninstalled and reinstalled and it's still the same unfortunately

Nevermind just have to wait until we get a fix - however long that is!

[ProDesignTools]

RicLeP wrote:

At the very least we need links to the installer files for the software, even if we can only get them by logging into our account on this website. I can't install software, I can't work, this is doing untold damage to my business.

Hi Ric,

Until this gets sorted out, here are the Creative Cloud direct download links...  As/when needed, you can use these to download the Windows or Mac OS installers for any CC program without using the Adobe Desktop App manager.

Hope that helps!