Speaking with someone in management

Thanks so much to all of you who responded so quickly! Yes, I have indeed encountered issues because of Catalina and I may well be downgrading back to Mojave. I was just on with another techie who was super helpful and really went all out trying to make this work for me—clearing out all old iterations of the apps, getting rid of files that might be causing issues, etc. After two hours, he came to the conclusion that at this point in time, the best option is for me to downgrade my OS while Adobe continues to work on the Catalina issue.

Before I downgrade, however, I'm going to explore what @Dave__B suggests below. The second to last tech I worked with was able to launch Creative Cloud in a new user account he'd set up for the sake of testing. While it's not ideal, if I can make that work, I may do so, so that I don't have to deal with Apple tech support... 

(FYI, @Nancy_Oshea — My customer support case # is ADB-9416641-R4G7)

A bit of backstory... The original issue began last Wednesday—when I was still running Mojave. Out of the blue, my Creative Cloud app ceased to work and I got an error message in which I was given the option to try to repair the glitch. I did that but it didn't work. I downloaded a new version of the app as directed, and that didn't work either. I tried the reinstall several times myself, rebooting in between, before calling customer support and beginning this process. The first couple of folks I spoke and/or chatted with were trying to help me out in the Mojave environment, and neither of them were able to make the Creative Cloud app work in that OS. We kept getting the same error over and over again. In desperation I thought that perhaps upgrading the OS might help. Clearly I was sadly mistaken. Live and learn.

My biggest source of frustration was not so much with the technicians themselves (although in the beginning I did feel like I was starting from scratch every single time I spoke/chatted with someone new, with the same tests being run over and over again) but rather time zone issues and being told I'd be called back (which I was several times...although once at 4:15 am) while in between calls getting automatically generated emails from Adobe saying "We haven't heard from you..." That made an already frustrating situation that much more annoying. I did get a call on Friday at 5:15 PM (two days after the last time I'd been told I'd be getting a call back) from the first person I'd chatted with who told me he was closing my ticket because it had been a week and it was messing with his history. I wasn't very happy with that response. 

The long and the short of it is, I love Adobe products and in all the years I've been using the apps this is the first time I've ever had an issue... but it's been a doozy...and not having any answers (until now) or knowing when or IF I would be contacted again, left me at loose ends. 

Thanks again for your responses, and I'll let you all know if I can make a new user account work in the short term. 

And what, Exactly, is the issue, problem, you are dealing with.

Thank you David__B for you input.    I will only add that a lot of people have had problems with Catalina.  If Catalina is interrupting your workflow, maybe you should revert to your former OS. 

https://macpaw.com/how-to/downgrade-from-catalina

Hi Edemarco5,

Sorry to hear that you've had such difficulties getting your issue resolved and working with support. I was able to find some of your case history based on the email address you used here on our forums. It sounds like you're facing difficulties installing the Creative Cloud app after upgrading your Mac to Catalina. Based on the notes it sounded like you were promised a callback that never happened. I'll follow up with support again and arrange someone to contact you who will be able to help.

As far as suggestions which might help currently, you might test the installation from a newly created user account with administrative rights. This article describes the steps:http://osxdaily.com/2017/07/17/how-create-new-admin-account-mac/
Also, only the latest versions of our apps will work on Catalina, please see this article for additional details https://helpx.adobe.com/x-productkb/global/fix-macos-64-bit-compatibility-errors.html

Best,

- Dave

What is your customer support case number?

I can ask an Adobe staff member to look into it.