Creative cloud desktop app keeps spinning

Community Beginner ,
Nov 15, 2020

Copy link to clipboard

Copied

Hi, 

So i just bought the adobe suite. I downloaded the adobe suite desktop app but all it does is loading (blue circle) after a while a pop up says it takes unusually long with a help link. I have done every single thing it recommends (restart computer, reinstall the app, delete a folder in appdata) nothing works. Do you know of this issue and how to fix it? Im using windows 10 latest version & even deactivated the firewall since i assumed it has to do with the server connection. Im kind of frustraded right now since i cant use the product i paid for. Thanks for any help. Best regards Tim

Adobe Support could fix it for me. Had something to do with Microsoft Visual C++ and Windows Credentials. I dont know any step they did (deleted some Microsoft Visual C++ Programs and deleted the authentifications for adobe under windows credentials). Since i didnt use Adobe before on this computer i dont know if this will work if you already had data stored. Might be best to open a support ticket with adobe.

 

Thanks & Best Regards

Tim

TOPICS
Creative Cloud, Installation

Views

183

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more

Creative cloud desktop app keeps spinning

Community Beginner ,
Nov 15, 2020

Copy link to clipboard

Copied

Hi, 

So i just bought the adobe suite. I downloaded the adobe suite desktop app but all it does is loading (blue circle) after a while a pop up says it takes unusually long with a help link. I have done every single thing it recommends (restart computer, reinstall the app, delete a folder in appdata) nothing works. Do you know of this issue and how to fix it? Im using windows 10 latest version & even deactivated the firewall since i assumed it has to do with the server connection. Im kind of frustraded right now since i cant use the product i paid for. Thanks for any help. Best regards Tim

Adobe Support could fix it for me. Had something to do with Microsoft Visual C++ and Windows Credentials. I dont know any step they did (deleted some Microsoft Visual C++ Programs and deleted the authentifications for adobe under windows credentials). Since i didnt use Adobe before on this computer i dont know if this will work if you already had data stored. Might be best to open a support ticket with adobe.

 

Thanks & Best Regards

Tim

TOPICS
Creative Cloud, Installation

Views

184

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Nov 15, 2020 0
Adobe Community Professional ,
Nov 16, 2020

Copy link to clipboard

Copied

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 16, 2020 0
Community Beginner ,
Nov 16, 2020

Copy link to clipboard

Copied

Thank you. Unfortunately i have already seen these links and tried these resolution numerous times with no results . Thats why im asking a question that has been asked many times before, since none of the answers seem to work (at least for me).is there a posibillity do download older versions of creative cloud desktop app? maybe this would be an option.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 16, 2020 0
Adobe Community Professional ,
Nov 16, 2020

Copy link to clipboard

Copied

I would recommend a clean reinstallation. 

  1. uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html 
  2. then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html 
  3. clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html 
  4. restart your computer (don't skip this) 
  5. reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud. 
  6. if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html) 
  7. use the desktop app to install your cc programs/trials 

 

Important are steps 3 and 4. Please don't skip these steps!!

Is your system up-to-date? Do you have installed the latest patches for the operating system and the latest versions of the drivers?

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 16, 2020 0
Community Beginner ,
Nov 16, 2020

Copy link to clipboard

Copied

Hi, Thanks for your promt answer. I havent used the cscleanertool. Might be worth a shot. I'll try it this evening.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 16, 2020 0
New Here ,
Nov 17, 2020

Copy link to clipboard

Copied

I am having the same issue. I have been working on this for 4+ hours with no luck. I hope someone finds a solution. I have followed several solutions found on adobe support with no luck. Any other ideas would be appreciative.

 

Tim

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 17, 2020 1
Community Beginner ,
Nov 17, 2020

Copy link to clipboard

Copied

Still doesnt work. will keep you up to date if i find a solution.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 17, 2020 0
New Here ,
Nov 17, 2020

Copy link to clipboard

Copied

Same problem here. I think that there's a problem with the app itself and that there's nothing we can do on our end.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 17, 2020 0
New Here ,
Nov 17, 2020

Copy link to clipboard

Copied

Same here. No problem on my HP notebook, everything works.

The problem is on my MacBook Pro: the loading wheel keeps turning and turning. Had a two hour chat with one of Adobe employees / experts, could not find the problem either.

 

Have no clue what to do ....

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 17, 2020 0
Community Beginner ,
Nov 17, 2020

Copy link to clipboard

Copied

Adobe Support could fix it for me. Had something to do with Microsoft Visual C++ and Windows Credentials. I dont know any step they did (deleted some Microsoft Visual C++ Programs and deleted the authentifications for adobe under windows credentials). Since i didnt use Adobe before on this computer i dont know if this will work if you already had data stored. Might be best to open a support ticket with adobe.

 

Thanks & Best Regards

Tim

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 17, 2020 1