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Tried absolutely everything - Adobe Creative Cloud will not go past loading screen

Community Beginner ,
Nov 15, 2021 Nov 15, 2021

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Hi I was hoping for help,

I have tried every possible solution on the discussion page that I can find to fix the loading screen on creative cloud but nothing is solving my issue, I am at my wits end as I used to use the Adobe software almost daily for university.

 

Everything worked fine until about a month ago but I tried moving the installation files to another drive and after that it wouldnt run.

 

Ive tried:

- The clean up tool

- Deleting the AppData

- Doing a fresh install (doing the whole restart business too)

- Repairing through control panel

- Amending certificates

- Deleting the host files in System32

- Creating another user and installing the software via that

- Running CC through administrator

 

If anyone has any other solutions that may fix the issue, it would be great because at this point I'm paying for software that is unusable and only causing me stress.

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Creative Cloud, Installation

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Adobe Employee ,
Nov 15, 2021 Nov 15, 2021

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Catfishsoup, what operating system is installed on the computer that you are using the Creative Cloud on?  Does the University manage the computer or network?

 

In addition to the troubleshooting steps you implemented, please also see https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html.  Would you please update this public forum discussion if you have any questions?

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Community Beginner ,
Nov 16, 2021 Nov 16, 2021

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Hi Jeff,

 

Im running Windows 10 Pro and it is my personal computer at home that I have my own account on, I just send the invoices over to my University and they refund payment when necessary, they have no contact with my account.

 

I've tried everything on that troubleshooting guide and nothing has worked

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Adobe Employee ,
Nov 17, 2021 Nov 17, 2021

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Thanks for the update, Catfishsoup. Please begin a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen to see if any additional assistance can be provided by directly contacting our support team.

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Community Beginner ,
Nov 19, 2021 Nov 19, 2021

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Hi Jeff, spent 3 hours today speaking to the online team where they took control of my device and tried everything I said I already had done already.

It's being moved to the senior technical team as no one has solved this yet

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Adobe Employee ,
Nov 22, 2021 Nov 22, 2021

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Perfect, Catfishsoup, you are in the right place. You can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you need to make any updates to your active support case.

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