Problems with Creative Cloud (apps not starting)

[andy-mrio]

Hi,

I have 2 major issues with CC. I am on mac Osx Lion (10.7.5)

1) Illustrator CC doesn't start anymore. It worked perfectly until yesterday. When I turned on my workstation today and tried to run the application, it hangs on the splash screen on "initializing".

Tried to delete preferences folder, reboot, repair permissions etc... nothing.

Then I thought, maybe I can try to reinstall..and here comes problem

2) Creative Cloud app doesn't start anymore. Until yesterday it started at startup, but after some time disappeared from the top bar. Checking in activity monitor the app is running, but I can't see/access it anywhere. Now, even if I try to manually start the app, nothing is happening (in activity monitor the app is displayed as "running").

Adobe support told me to call later because dedicated application support is needed and now they are not available, I think here I can find better help.

Thanks.

Edit: CC app will start, but not always. On the last 4 reboots it started at login just 1 time.

[andy-mrio]

UPDATE:

After a phone call with support, as suggested I uninstalled/reinstalled Creative Cloud Desktop and Illustrator CC, but the problem is still there. Illustrator sometimes will start, but after several minutes of splash screen and spinning wheel and if no other adobe app is running. Other apps (daily use) like Photoshop, After Effects, Premiere, Speedgrade, Media encoder, are working correctly.

[GaudiumMagnum]

I have a similar problem with Photoshop.
Maybe your firewall is blocking outcoming traffic from Illustrator?
If you have any, try to disable antivirus or firewall, and make a test.

[andy-mrio]

Thanks,

but no Antivirus, no Firewall are active.

I just found another thread that explained where the prefs file are in osx (user/library/Preferences/Adobe Illustrator 17), I deleted and restarted. Now Illustrator starts but takes a couple of minutes, and runs only if no other adobe app is started before Illustrator CC.

[andy-mrio · Accepted solution]

Seems that deleting the preference folder (in osx it's in "user/library/Preferences/Adobe Illustrator 17 Settings") got me back on track.
Now Illustrator is launching correctly. I did also a system cleanup (permissions, caches etc...) and rebooted.

Creative cloud desktop is working correctly after reinstalling.

[Subin ck]

Reinstall cc and install it again... It's working ok...

[pattobin]

I can appreciate the frustration, it would seem the multiple log in options and the unbelievable slow connection makes the cc pretty much useless. Two days later 

It answers the question why are the non cc versions available. I for one am going back to a product that can be registered and used off line. Wow beyond disappointed ....

[AshPx72A]

Pattobin, you've captured my total despair.

I am going to try again, so far have wasted at least 30 precious hours messing with this. My computer is brand new and I was so excited.

Now I am like a carpenter without a hammer. Every time I go to pound a nail the hammer head flies off.

[8tracker]

Andy-Mario's fix of dumping preferences worked for me — so thanks!

However, I thought I would also list out the other problems I was experiencing in case it helps someone else.

I opened up a project in Illustrator and realized I hadn't activated a font (I use Suitcase Fusion, and my version's auto activation plugins aren't compatible with CC). So I quit AI, activated the font and relaunched Illustrator.

That's when my problems began.

I got a window asking me to login to CC. I hit the login button but got no login screen, only an end-user license agreement, which I agreed to. Then I got an advert window asking me to either seriialize the app or start a trial. As a CC subscriber for over a year, this seemed wrong: CC doesn't provide a serial number and, as a subscriber, I shouldn't have to do any trial version of anything.

I ended up initating a chat with Adobe support, which was useless. Their recommended fix was to activate the trial version which would, somehow, activate as a full version. I did this and the application did startup, but then the software was nearly unusable:

• VERY slow to open a document
• No transform handles on anything
• Unable to edit any object
• Unable to expand text boxes
• Unable to save
• When I changed something, the program didn't recognize anything had changed, so I couldn't save
• Couldn't quit the program

All this was corrected when I dumped preferences and restarted (Andy-Mario's fix: In OSX it's in "user/library/Preferences/Adobe Illustrator 17 Settings).

I blew a publication deadline because of the problems which required an apology to my client. So, add me to the list of other dissatisfied Adobe CC subscribers

Anyway, I hope this helps.

[PGDesign]

I am more than annoyed with the fact that every time Adobe CC does an update it costs me hours of time to do all of the recommended fixes noted in this forum.

I almost want to just buy a box of discs and opt out of the Cloud. Adobe forces you to make these updates before they have been properly tested. Why do we need an update every 2-3 weeks? Does anyone else see a problem here?

My current dilemma is a new one. Photoshop just stopped responding in the middle of a project. I quit and noticed there was a new update. I updated and then launched Photoshop. It says it is open, but there is no interface. I can't even force quit i. I tried to remove it and though it says it was removed, it shows as active in my dock.

WTF Adobe?

[RussOniMac]

I too had issues installing Adobe Creative Cloud app, starts then disappears from menu bar. Opened call with support they suggested after several attempts to fix it, including taking control of my Macbook Pro. Tech Support suggested creating another Admin Account, this worked I was able to install Adobe Creative Cloud app and download an app. Once I returned to my other Admin account the app was available Photoshop CC and I could run it, but that little app Adobe Creative Cloud did the same disappearing act, I'm sure Adobe will fix this (well I hope Adobe will fix this issue)

[RussOniMac]

UPDATE; Wow finally got Adobe Creative Cloud install. You won't believe it I created another Administrator account like I was instructed by TS.. I was able to install the application with this newly created administrator account. I then deleted that administrator account and behold Adobe Creative Cloud Application was available and working. Seems like the application disappeared because there was some attempt to login and failed seemed like the reason it disappeared. Anyway I just wanted to give an update. I'm sure Adobe will figure this out and I hope this helps Adobe to eliminate this problem.

[lukewilkinsao2m]

This is absolutely ridiculous. I am at work and cannot download any of  the Adobe products from the creative cloud? Why is it so difficult ? I should be able to log into my cloud and download? What the hell? This is an absolute joke!

[james23432423]

agree. cant download them. apps screen just hangs

[ecolivingcentre]

I have same problem on a Windows PC, works fine on my desk top but Cloud app refuses to load on the laptop, but at least I can load Illustrator.

[Stebo]

Same problem here, works fine on my desktop but on my lap (Surface 2 pro) the app starts but the windows are empty. I have been in contact with the Adobe support but without any sucsess. Really frustrating!

[crewmark]

I still have the problem of the updates wanting to reinstall every day but the problem you have Stebo may have been the other problem I was having.

Log out of creative cloud totally on your desktop and close all creative could applications. Then start up your laptop and see if it works. Same applies when you want to take it back to your desktop (you have to restart each time I found). Hope that helps.

[Stebo]

Hi Crewmark! Unfortunately that did'nt help. Since I've already been in contact with the support without getting any help it feels like I'm stuck. As far as I can see there seems to be quite a few peple with the same problem. I hopoe Adobe ccome up with a permanent solution to this mess soon as posible. Over and out

[JMSD100]

I had the same problem on iMac running Mavericks.  I did these steps:

• Launched Activity Monitor app (Applications/Utilities) and deleted "Creative Cloud not responding..." from the list
• Used the Adobe Creative Cloud cleaner tool to delete the Creative Cloud app which is available on Adobe's website  (CC uninstaller utility app did NOT work)
• Trashed the opm.db file in Library/Adobe/OOBE folder. Used my EasyFind app (available on iTunes Mac App Store - EasyFind) to find the opm.db file because it didn't show up by just opening the OOBE folder. (Plus, the search function with Mavericks sucks!)
• Downloaded the current Creative Cloud desktop app from Adobe.com, installed it ... and ... it worked!

[Roman Villarreal]

This worked for me. Thanks!

[filmettefatale]

This worked for me. Although I had additional rogue Adobe files that I found scattered beyond the Library, even after using the Cleaner Tool. Thank you again DivaGirl14... this is the closest I've found to a solution in two days of hunting and looking through internet forums!

[rshilling]

ADOBE CREATIVE CLOUD is not ready for prime time...looks like they rushed to launch the platform before running sufficient real-world platform tests...I have wasted dozens of hours waiting for ridiculous user ID authorization scripts to run, etc.

Boot-up times for the CC apps are even WORSE than the CS6 suite...as if that were possible...

Who's gonna re-imburse me for my many hours of lost / wasted time?

Is Adobe going to reimburse me for the lost time...how about a few free months of fees until they get this nonsense sorted out?

[crewmark]

This is bloody pathetic... CC2014 just hangs... worked for a couple of days now nothing works... so am I supposed to uninstall everything and then download Gbs of files AGAIN!!!! I agree with rshilling... IS ADOBE GOING TO REIMBURSE ME FOR THE TIME AND BANDWIDTH TO FIX THEIR FU SYSTEM??!!

[Katrina12345]

Just had this issue with Illustrator CC not launching and found this solution. After uninstalling and installing, the preferences folder was empty. Boss found online that TURNING ON THE FONT VERDANA in the system fonts solved the problem. Sure enough, after turning Verdana on, the application launched.

[mosubu]

Thank you Adobe for reading my mind!

When I woke up this AM, I thought, "wouldn't it be nice to have the latest CC Photoshop upgrade freeze my Mac upon launch"

OMG! Thank you SOOOOOOO much !

After numerous restarts, force quitting out of CC2014 launching, uninstalling, reinstalling, force quitting, manually dumping prefs, reinstalling, freezing, force quitting, making more coffee, uninstalling, reinstalling, watching the beach ball a bit longer, going out into the yard and feeding the birds, deciding 1100 AM is an OK time to start drinking tequila, i decided to use the "old" version of CC Photoshop which thankfully I hadn't dumped. Because somewhere in the back of my mind when the "new" version came out I knew I'd be typing this exact conversation somewhere. Now that I think of it, I'm going to copy this into a log so I can reuse it next time…..and there will be a next time,  won't there Adobe ?

So a couple of hours later I"m now editing this image I need to deliver at 1 EST. Oh look ! Its effin noon time !

Again, Thank You !

I know this doesn't help anyone in the same boat, but without humor we'd be dead in the water.