Creative Cloud stuck with spinning progress wheel

[gregl93708147]

I have had much the same problem, for the last couple of months.

People from Customer Care have tried to fix it on my computer (a 2017 iMac running iOS 10.13.6) by screen sharing -- 3 times, about 5 hours all up. But nothing has changed -- except that they removed all Adobe software and left me with nothing for photo editing. Next my 'case' was closed a few days later.

I was able to re-install CC, then Lightroom Classic; but the problem returned -- trying to open CC produces the spinning wheel, followed by the 'quit or repair' error message.

Have you any ideas, please?

[Jeffrey_A_Wright]

I am sorry to hear that you are also experiencing errors, Gregl93708147.  If you feel this public forum discussion is relevant to you then please work with your organization to allow the error to be corrected as indicated by Jjjnyt in post #2 of this discussion.

Otherwise please try the suggestions offered by Kglad in message #1.  If you have questions, or still face errors, then please begin a new public forum discussion with the specific errors or problems that you are facing.

[gregl93708147]

The people from Adobe Customer Care have removed and re-installed CC software 3 times. The last time, the guy took away all Adobe software. Each time they re-installed Creative Cloud, it  either loaded then stuck, or failed to load. Everything was fine until January. My computer is on a home network, with no administrator.

Unfortunately, Customer Care are not replying to my emails.

[kglad]

did you uninstall (including preferences), clean, restart your computer and then reinstall?

[gregl93708147]

Yes -- all of  that

[Jeffrey_A_Wright]

Thanks for the update, Gregl93708147, I am sorry for the recent difficulties your family has been facing. I am showing case ADB-5903803-Q4K4 was closed because we did not receive a response.

You currently have support case ADB-6273882-B7L5 open, and it is awaiting your response.  Please use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update your support case with a suitable time for you to be contacted.  Please include your preferred call back number, time zone, and when you are typically available for further follow-up.

[gregl93708147]

Thanks, Jeff -- your information seems incomplete.

We had a long session yesterday, and they said that nothing more could be done. One suggestion was to open a new user account on my Mac (but they did that yesterday, and it did not work); the other was to call Apple Care. All up, I have spent about 7-8 hours with Customer Service. Without Creative Cloud, my future use is rather restricted. I shall have to look a getting a refund, and find alternative software, it seems.

[Jeffrey_A_Wright · Accepted solution]

Gregl93708147, I am sorry, but I am still showing case ADB-6273882-B7L5 is open.  If you wish to resolve the current error, then please update your support case so that you can be escalated if needed.  You can use the process list in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update your open support case.

You are also welcome to cancel your membership if you do not wish to proceed further with resolving the error.  You can find information regarding the cancellation process at http://helpx.adobe.com/x-productkb/policy-pricing/cancel-membership-subscription.html.

[gregl93708147]

Thanks, Jeff -- I will look again at everything when i have time next week.

[Jeffrey_A_Wright]

Gregl93708147 do you have a case number from your recent interaction with our support team?  I would like to review the interaction.  You can find information on how to locate and update your recent support cases at View Adobe Support cases .

[gregl93708147]

Yes - it is

ADB-5903803-Q4K4

Customer support spent another 2+ hours working on the computer yesterday -- I now have Photoshop reinstalled, but CC started spinning afterwards. They now say that it is an Apple issue!