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Question

Stuck in "Loading Creative Cloud..." after latest update

Forum|Forum|4 years ago
November 28, 2021
2 replies
1115 views

After creative cloud updated itself, it's stuck in "Loading Creative Cloud..."

I've confirmed that hosts is good. I've also tried removing OOBE database.

I looked at J:\Users\****\AppData\Local\Temp\CreativeCloud\ACC\ACC.log and found things like this.

11/27/21 22:14:41:307 | [INFO] | 19512 | CCH_NGLW | Core | Applet | | | 18356 | Loading Applet - CmdCntr_CoreExt for InstanceID - CoreInstance
11/27/21 22:14:41:316 | [WARN] | 19512 | CCH_NGLW | VulcanWrapper | VulcanInterface | | | 18356 | Is Vulcan IPC Broker installed? IVulcanMessageDispatcher creation failed with error 6
11/27/21 22:14:41:316 | [ERROR] | 19512 | CCH_NGLW | VulcanWrapper | | | | 18356 | Vulcan interface initialization failed!
11/27/21 22:14:41:316 | [ERROR] | 19512 | CCH_NGLW | CmdCntr | VulcanWrapperInterface | | | 18356 | VulcanWrapper.dll lib function initializeVulcan() returned error!
11/27/21 22:14:41:316 | [ERROR] | 19512 | CCH_NGLW | CmdCntr | CmdCntrExternal | | | 18356 | Could not successfully intialize vulcan interface!
11/27/21 22:14:41:316 | [INFO] | 19512 | CCH_NGLW | Core | Applet | | | 17140 | Loading Applet - C3Prefs_CoreExt for InstanceID - CoreInstance
....
11/27/21 22:14:42:064 | [INFO] | 19512 | CCH_NGLW | CCHApp | CoreManager | | | 13116 | Inside CoreManager::loadCore. Core library initialization status: 1
11/27/21 22:14:42:064 | [ERROR] | 19512 | CCH_NGLW | VulcanWrapper | | | | 13116 | Inside isEndPointAvailable. Failed to get endPoint status, vulcan dispatcher not initialized
11/27/21 22:14:42:064 | [INFO] | 19512 | CCH_NGLW | CCHApp | ApplicationContext | | | 13116 | Inside _isADSRunning. Running status: false
11/27/21 22:14:42:064 | [ERROR] | 19512 | CCH_NGLW | CCHApp | ApplicationContext | | | 13116 | Inside ApplicationContext::initialize. ADS doesn't seem to be running or Vulcan communication might be broken

I've tried to remove everything and reinstall, to no avail. Could someone help with this

This topic has been closed for replies.

B

Broadcast5CF9

Participant

Hi,

Try to restart the app may be you found the solution because few days back i was facing the same issue and also tried alot to figure it out that what could be the problem and then i restarted it 3 times then my issue got resolved so, may be you can also try this because this can be solved for you too.

Good Luck!

kglad

Community Expert

first, reset the cc app:

to reset the cc 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 using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall

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, again using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to download the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

J

James21970981wtdwAuthor

Participant

Thank you. I followed everything closely and it's still the same - Creative Cloud stuck as "Loading Creative Cloud". I see the following in ACC.log and it seems that ADS cannot start.

11/29/21 13:41:10:254 | [INFO] | 14140 | ADCS | Core | AppletManager |  | Core | 34632 | Applet relationship information not present!
11/29/21 13:41:10:254 | [INFO] | 14140 | ADCS | Core | Applet |  | Core | 20032 | Loading Applet - CmdCntr_CoreExt for InstanceID - CoreInstance
11/29/21 13:41:10:267 | [WARN] | 14140 | ADCS | VulcanWrapper | VulcanInterface |  | VulcanWrapper | 20032 | Is Vulcan IPC Broker installed? IVulcanMessageDispatcher creation failed with error 6
11/29/21 13:41:10:267 | [ERROR] | 14140 | ADCS | VulcanWrapper |  |  | VulcanWrapper | 20032 | Vulcan interface initialization failed!
11/29/21 13:41:10:267 | [ERROR] | 14140 | ADCS | CmdCntr | VulcanWrapperInterface |  | CmdCntr | 20032 | VulcanWrapper.dll lib function initializeVulcan() returned error!
11/29/21 13:41:10:268 | [ERROR] | 14140 | ADCS | CmdCntr | CmdCntrExternal |  | CmdCntr | 20032 | Could not successfully intialize vulcan interface!
11/29/21 13:41:10:268 | [INFO] | 14140 | ADCS | CmdCntr | MessageRouter |  | CmdCntr | 34632 | Registering internal target: Core, version: 1.0, instance: , mainThread:0 for message: accc.core.remotehelper.initialized
11/29/21 13:41:10:268 | [INFO] | 14140 | ADCS | CmdCntr | MessageRouter |  | CmdCntr | 34632 | Registering internal target: Core, version: 1.0, instance: , mainThread:0 for message: accc.core.remotehelper.pong
11/29/21 13:41:10:268 | [INFO] | 14140 | ADCS | CmdCntr | MessageRouter |  | CmdCntr | 34632 | Registering internal target: Core, version: 1.0, instance: , mainThread:0 for message: accc.core.remotehelper.isrunning
11/29/21 13:41:10:268 | [INFO] | 14140 | ADCS | Core | RemoteHelpersLifecycleMgr |  | Core | 34632 | Inside startManagerWorkflow. Initializing lifecycle manager
11/29/21 13:41:10:286 | [INFO] | 14140 | ADCS | Core | RemoteHelpersLifecycleMgr |  | Core | 34632 | Inside _loadRemoteHelpers
11/29/21 13:41:10:287 | [INFO] | 14140 | ADCS | Core | RemoteHelpersLifecycleMgr |  | Core | 15048 | Inside ManagerThreadProc. Start
11/29/21 13:41:10:287 | [INFO] | 14140 | ADCS | Core | RemoteHelpersLifecycleMgr |  | Core | 34632 | Inside registerRemoteHelper
11/29/21 13:41:10:287 | [INFO] | 14140 | ADCS | Core | RemoteHelper |  | Core | 34632 | Inside _setState. CCH_NGLW helper state set from default to registered
11/29/21 13:41:10:287 | [INFO] | 14140 | ADCS | Core | RemoteHelpersLifecycleMgr |  | Core | 34632 | Inside registerRemoteHelper | Registering: CCH_NGLW Type: daemon
11/29/21 13:41:10:287 | [INFO] | 14140 | ADCS | Core | RemoteHelper |  | Core | 34632 | Inside isRunning
11/29/21 13:41:10:287 | [INFO] | 14140 | ADCS | Core | RemoteHelper |  | Core | 34632 | Inside isRunning. Acquired lock
11/29/21 13:41:10:287 | [ERROR] | 14140 | ADCS | VulcanWrapper |  |  | VulcanWrapper | 34632 | Inside isEndPointAvailable. Failed to get endPoint status, vulcan dispatcher not initialized
11/29/21 13:41:10:287 | [INFO] | 14140 | ADCS | Core | RemoteHelper |  | Core | 34632 | Inside isRunning. Running status: false

J

James21970981wtdwAuthor

Participant

You're not alone. Copy+pasting from another thread detailing the same issue:

I'm also having repeated problems with the latest version of Creative Cloud not installing/not working/crashing.

I uninstall Creative Cloud.

I reinstall it using "ACCCx5_5_0_617.zip". This works. I can load Creative Cloud, it will load my dashboard and apps, I can update said apps, etc.

Next time I so much as look at Creative Cloud, it tries to auto-update to the newest version. There is no option not to. I can't disable it. I can't load the dashboard without saying "yes" to the update.

Creative Cloud "updates".

Then... it loads.

Forever.

Or tries to load, anyway. Until it gets me a message that it's taking longer than usual to load.

Then it crashes.

And the only way to get it to work again, however briefly, is to start the process over.

Uninstalling.

Reinstalling.

Forced update.

Crash.

Repeat.

Windows 10 is up to date.

All drivers are up to date.

Where do I go from here? It seems to be a problem with the latest Creative Cloud version, but there's no acknowledgement from Adobe that it's their fault and no fix on the horizon. So... what now?

Hi yes after an Adobe tech support technician tried everything for almost two hours, he installed the older version as you mentioned and now it's working. We disabled the auto update and when I see the prompt I just close it and re-open. He said he would report this issue to his supervisor so hopefully that would get some visibility.

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