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Creative cloud keep on asking for repair

New Here ,
Mar 14, 2018

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Hi Team,

I am getting repair option while trying to open creative cloud desktop app. Because of this I am not able to install/uninstall any of the adobe software. So could any one help me to fix this. PFA the screenshot for the same.

screenshot.png

Thanks in Advance

Jose Abraham

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Creative cloud keep on asking for repair

New Here ,
Mar 14, 2018

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Hi Team,

I am getting repair option while trying to open creative cloud desktop app. Because of this I am not able to install/uninstall any of the adobe software. So could any one help me to fix this. PFA the screenshot for the same.

screenshot.png

Thanks in Advance

Jose Abraham

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Creative Cloud

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7.0K

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Adobe Community Professional ,
Mar 15, 2018

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Adobe Employee ,
Mar 15, 2018

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Community Beginner ,
Feb 02, 2019

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Why was this moved to creative cloud download and install. That was not the issue with the original thread and indeed mine to.

Jose, stated that the problem prevented 'other' cloud apps from being installed or updated - because you need creative cloud running.

I keep getting the error dialog stating that creative cloud needs repairing, same as Jose, the fixes mentioned are all about the installation. This is not our problem. CC has already been installed and randomly requires repairing - a lot.

Is there a fix for that scenario?

Thanks,

Chris

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Adobe Employee ,
Feb 04, 2019

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Chris, this is the correct forum if your installation of the Adobe Creative Cloud desktop application is damaged.  To resolve the current error please follow the steps listed in Adobe Creative Cloud, needed to resolve this problem, is missing or damaged .  If you have any questions on how to implement the listed steps then please update this public forum discussion.

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New Here ,
Feb 07, 2019

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SInce the update to ACC Client 4.8 some days ago I am facing exactly the same issue, but unfortunately all steps listed in Adobe Creative Cloud, needed to resolve this problem, is missing or damaged don´t help at all. ACC keeps on  asking me to repair, or to download ACC again.

According to the ACC.log there seems to be an issue with IPC and Vulcan.

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Adobe Employee ,
Feb 07, 2019

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Sorry to hear this, Stephan Nicolay.  Did you encounter any errors after downloading and running the Creative Cloud desktop app uninstaller utility from Uninstall the Adobe Creative Cloud desktop application ?

Were you able to locate the OOBE folder successfully as discussed in solution two of Adobe Creative Cloud, needed to resolve this problem, is missing or damaged ?  If so, what operating system are you using the Creative Cloud desktop app on?

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New Here ,
Feb 07, 2019

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Hello Jeff, no I didn´t encounter any error messages at all.

Of course I removed the OOBE folder in c:\program files (x86)\common files\adobe

and additionally in the user-folders under Appdata\local\adobe as well. No success.

Everything was working fine until last Monday morning. Then the update from ACC Version 4.7 to
4.8 came, and now the problem is there.

I´m using Windows 10 Professional 64 Bit, Version 1809 (Build 17762.292)

I have a second Windows 10 installation, same build, where everything is working fine.

What I can see in ACC.log are errormessages like this :

02/06/19 13:06:47:748 | [WARN] | 11160 | ACCC | VulcanWrapper | VulcanInterface |  | VulcanWrapper | 15192 | Vulcan dispatcher couldn't initialize till we waited!

02/06/19 13:09:12:470 | [ERROR] | 11160 | ACCC | c3containerUI | ApplicationContext |  | c3containerUI | 1304 | adsLaunchCountDueToAckMiss > adsLaunchDueToAckMissThreshold. Looks like ADS s not at all launching even after retries so no point in launching again. Asking the user to reinstall...

I´m pretty sure that the not working Vulcan displatcher is the reason for the not working ACC.

Any ideas ?

Best regards

Stephan Nicolay

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Adobe Employee ,
Feb 07, 2019

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Stephan Nicolay, are there any error messages in the install.log or PDApp.log files?  You can find information on how to locate the logs at Creative Cloud download and install errors .

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New Here ,
Feb 07, 2019

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Hello Jeff, there are no error messages in PDApp.log.

install.log is a little bit strange, because I don´t see my last ACC installation attempt from today.

The last entry is from yesterday. Besides that I can not find anything suspicious yet.

What is strange as well : I have downloaded the ACC installer 4.8 from here :

Download Adobe Creative Cloud apps | Free Adobe Creative Cloud trial

The downloaded binary verion is 4.8 (according to properties/details of the exe file)

When I execute this ACC installer  ACC Version 4.7 is beeing instatlled, not 4.8 !

After installation of ACC 4.7 and startup Version 4.8 will be found and beeing installed.

Do you have a download link of the full version 4.8 of ACC ?
So that I can try to install ACC 4.8 directly without 4.7 ?

Best regards

Stephan Nicolay

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Adobe Employee ,
Feb 07, 2019

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Thanks for the update, Stephan Nicolay.  Depending upon where you are located you will be provided an update to the 4.8.0.421 after the 4.7.0.400 is installed.  We are in the process of rolling out this mandatory update worldwide to the Creative Cloud desktop app.

Stephan, I would recommend that you begin a chat session at Contact Customer Care so that direct support can be provided to correct the current error.

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New Here ,
Feb 08, 2019

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Hello Jeff,

unfortunately at Contact Customer Care  ACC ist not for choice. Can you tell me what I have to choose ?
I see "account issues", "Adobe Photoshop Lightroom", "Adobe Premiere Elements", "Adobe Photoshop Elements",

"Acrobat Professional", "Adobe Spark", "Free Adobe Apps", "Less common options" and "eLearming / TechComm / Coldfusion",

but the Adobe Creative Cloud client is completely missing

Best regards

Stephan Nicolay

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Adobe Employee ,
Feb 08, 2019

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Stephan Nicolay, I do not see a Creative Cloud membership assigned to the e-mail address you are using to post to this public discussion forum.  What type of a Creative Cloud membership are you using?

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New Here ,
Feb 08, 2019

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Hi Jeff,

I don´t have a Creative Cloud membership. Currently I´m using Lightroom 6 and Adobe Photoshop Elements and Premiere Elements 2018.

Best regards

Stephan

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Adobe Employee ,
Feb 08, 2019

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I am confused, Stephan, why is the Adobe Creative Cloud desktop application installed on the computer if you do not have a Creative Cloud membership?

If you have no need to run the Creative Cloud desktop app then please download and run the Creative Cloud desktop app uninstaller utility from Uninstall the Adobe Creative Cloud desktop application .  This utility will allow the removal of the Creative Cloud desktop app.

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New Here ,
Feb 08, 2019

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Hello Jeff,

I must admit that currently there is no compelling reason for me to use ACC.
In the past ACC informed me about Lightroom 6 updates, and I have used ACC to install these updates.
Same thing for Adobe Bridge 2017/7.0  and Camera Raw.

Some years ago I had to open a case for Adobe Photoshop Elements, and as ar as I can remember Adobe Support asked me to upload some files to the cloud using ACC.

Last but not least I know that Lightroom 6 is somehow a dead-end street because there are no updates any more.
So I´m thinking about an upgrade to Lightroom Classic CC and Photoshop CC (Creative Cloud Photography plan)n the near future.

Best regards

Stephan Nicolay

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New Here ,
Jul 23, 2019

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Now ACC version 4.9.0.504 is out and for me the issue is solved.

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New Here ,
Aug 09, 2020

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Hi Chris. I'm getting this problem repeatedly every few days whereby CC requires repair. I'm on a Mac running Catalina and have uninstalled my Adobe apps and after uninstalling and reinstalling a fresh copy of CC and reinstalling the apps thought the problem had been cured but no. After 3 days of thinking everything was ok the dreaded message appeared. It really messes up the system and slows other processes down. Seems to return to normal after a shutdown and restart. Did you get a satisfactory answer to your straight forward question? It's just a long shot but you don't have QuarkXPress on your machine do you? (just wondering if its regular checking for updates might have a destabilising influence).

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Community Beginner ,
Jun 21, 2019

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We had a similar issue and have been working with the Adobe Development Team for the past 3 months on a solution. We have pinpointed the underlying issue due to UAC (User Access Control) settings deployed via our enterprise Group Policy as part of device hardening and security best practices. Their development team has been able to reproduce the issue in their lab and are actively working on a solution. I have been receiving private builds of the offending DLL from them and are testing it.

In the mean time, we have temporarily resolved this by reverting those users UAC settings to the default Windows settings which has resolved the issue for us.

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Community Beginner ,
Jun 27, 2019

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Update from Adobe Engineering:

Engineering returned a possible workaround - In the UAC screen that you had shared there were 7 permissions. We have identified that the culprit here is the permission : "Run all administrators in the Admin Approval mode". If this is enabled, CC Apps should launch fine.

Will turning on this option for now? This is just a temporary item - they are working on an upcoming release so you can have that disabled.

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Community Beginner ,
Jul 23, 2019

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I received an update from Adobe support this morning:

I wanted to check in with you - the patch that we were waiting for should have gone live already. Can you uninstall the Creative Cloud app (https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html) and then reinstall with a package that was just created?

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Community Beginner ,
Jul 12, 2020

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First, let me say DO NOT DELETE ALL OF YOUR ADOBE APPS. Read ahead first as this may work for you as well.

 

Hi all. I started to get the same error recently (maybe after upgrading Photoshop to latest version (21.2)??). I tried to 'Repair' numerous times to no avail. Then I tried the Adobe steps

 

Solution 1: Repair Creative Cloud desktop app

Result: kept getting the error on restart

 

Solution 2: Uninstall the Creative Cloud desktop app, and then reinstall it

Result: was able to delete and reinstall first time. Still same error. Unable to delete any additional times with the message "there are other Adobe application that require CC" (or something to that effect).

 

Solution 3: Run the Adobe Creative Cloud Cleaner Tool

Result: again, able to clean once then not again.

 

Solution 4: Reinstall the Creative Cloud desktop app using an administrator account

Result: SAME RESULT AS SOLUTION 2 ABOVE

 

This DID NOT work for me 😞

 

Don't dispair, though...

 

The next thing I tried was to 'Clean' all of the installed adobe apps which, as I understand, would delete ALL of my installed Adobe apps. Fortunately, the process hung (spinning beach ball) and I force quit and restarted before making a BIG MISTAKE.

 

This is what worked for me:

 

  1. Delete the items in the main Library/Caches folder (main hard drive->Library/Caches, then select all of the items in the Caches folder and delete them - You will need to enter your admin Username and Password)
    DO NOT EMPTY THE TRASH YET

  2. Delete your User/Library/Caches folder (go to the the 'GO' menu in the Finder, hold down the Alt/Option key and click on 'Library'; then select the Caches folder, select all of the items in the Caches folder and delete them.)
    DO NOT EMPTY THE TRASH YET

  3. While in this Library folder go to /Library/Application Support/Adobe and move the OOBE folder to the trash
    DO NOT EMPTY THE TRASH YET

  4. Go to the Apple Menu in the Finder and choose 'Shut Down...'
    (DO NOT CHOOSE 'RESTART...' MUST BE A HARD SHUT DOWN)

  5. Before you start up the system again, hold down the  Option + Command + P + R keys on the keyboard and press the power button. KEEP HOLDING THE KEYS UNTIL YOU SEE THE SCREEN GO BLANK AGAIN AND THEN RELEASE THE KEYS
    NOTE: this is on a newer iMac (2017) and MacOS Mojave that no longer has the startup chime. If using an older Mac/MacOS, hold down the keys until you hear the third chime. This will reset your PRAM (which Apple says is not necessary in Mojave and above (maybe since High Sierra))

  6. When you login, Empty the trash

  7. Restart your system (go to the Apple Menu and choose 'Restart...')

  8. When you login, launch Creative Cloud, It took a moment for Creative Cloud to load completely (spinning red circle), but all should work fine (it did for me).

 

This worked! Yay! (Thank you 'School House Rock' for the Interjections!) 🙂 

 

But...

 

When I logged into another user on the same system (my testing user), the same 'Repair' issue popped up. What I did to fix that user was complete steps 2 - 8 above FOR THAT USER and everything worked fine. I would think the same would work/be necessary for any other users you have on your system.

 

It is of import to note that I am writing this immediately following the 'fix.' I will let you know if the error rears its ugly head again and will start troubleshooting again.

 

Also, the same fix may work on Windows machines. I don't know where the Caches folder is (mabe 'C:\Users\Admin\AppData\Local\Temp\' - To clear them, you can press Windows + R to open Run window, input %temp% and click OK to open the Temp folders), or the OOBE folder (maybe 'C:\Program Files (x86)\Common Files\Adobe\OOBE\'). You may need to search the web to find the location of both.

 

**IMPORTANT**

Since I am not a windows user:

** I CAN MAKE NO GUARANTEES THIS IS THE CORRECT SOLUTION AND YOU TAKE THESE STEPS ON A WINDOWS MACHINE AT YOUR OWN RISK **

I would suggest to move the files in the Caches and OOBE folders to a temporary folder on the desktop instead of deleting them just in case you need them.

 

I hope this helps some of you (and me too). So far, so good for me.

 

Happy hunting.

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