CREATIVE CLOUD WON"T LOAD

New Here ,
Jul 13, 2021 Jul 13, 2021

Copy link to clipboard

Copied

I'm running a Mac with Big Sur. I created an account and downloaded Premier Pro a couple of days ago and it worked fine. Then I was contacted by Adobe with an access number that I was told I had to put in to continue to get access. I did that. Then it asked me to put in another email address for back up. I diod that. Then it asked me to put in my phone. Then Premiewr Pro stopped working. It wouldn't load. 

 

It turns out this site has NO technical support... no-one to speak to, and nothing on the site to help me with my problem. So I uninastlled it (an incredibly difficult procedure becasue it kept on telling me that the app was running when it wasn't). Then I tried to reinstall it and no matter what i do  Creative Cloud won't load. it tells me it's taking longer than usual and offers me a link to help. I have done everything that it has told me to and it still isn't working. 

 

What is completely astonishing is that there is no-one I can speak to. No numbers on the site NOTHING. The help pages are useless. 

 

Can anyone suggest something to help? 

TOPICS
Editing

Views

71

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
community guidelines

correct answers 1 Correct Answer

Adobe Community Professional , Jul 14, 2021 Jul 14, 2021
Hi @Emeka5C24 , Frustrating I know. It seems like your credentials are not being recognised correctly. Start by uninstalling and reinstallling the CCC desktop app. Here is a link that may help. https://community.adobe.com/t5/enterprise-teams/creative-cloud-issues-does-not-load-cant-update-apps-cant-reinstall-crashes/td-p/11047403 This may also help: https://community.adobe.com/t5/download-install/how-do-i-contact-adobe-by-phone/td-p/6798249 This is a community forum, so we try our best...

Likes

Translate

Translate
Adobe Community Professional ,
Jul 14, 2021 Jul 14, 2021

Copy link to clipboard

Copied

Hi @Emeka5C24 ,

 

Frustrating I know.

 

It seems like your credentials are not being recognised correctly. Start by uninstalling and reinstallling the CCC desktop app. Here is a link that may help.

 

https://community.adobe.com/t5/enterprise-teams/creative-cloud-issues-does-not-load-cant-update-apps...

 

This may also help: https://community.adobe.com/t5/download-install/how-do-i-contact-adobe-by-phone/td-p/6798249

 

This is a community forum, so we try our best to help.

 

Let us know how you go.

mj

 

 

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
community guidelines
New Here ,
Jul 14, 2021 Jul 14, 2021

Copy link to clipboard

Copied

Thank you so much for your suggestion. Unfortunately, I’ve already tried it. Right now, it’s not even letting me connect to the server. It’s telling me I have a firewall on or antivirus. I don’t. Completely hopeless.

Thanks for the number, I’ll try that - but given the level of frustration I can see on this forum I doubt I will get much joy.

Failing that I’m going to get a refund. But something tells me I’m going to be a struggle to even get my money back.

I should have tried Final Cut or stayed with Avid!

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
community guidelines
Adobe Community Professional ,
Jul 14, 2021 Jul 14, 2021

Copy link to clipboard

Copied

hi @Emeka5C24 ,

 

Sorry.

 

You could try posting on the uservoice. https://adobe-video.uservoice.com/forums/911233-premiere-pro

 

In the meanwhile, will try and get a contact for you at Adobe.

 

Best

mj

 

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
community guidelines
Adobe Community Professional ,
Jul 14, 2021 Jul 14, 2021

Copy link to clipboard

Copied

https://helpx.adobe.com/support.html

 

Scroll to the bottom and use the Individual "Sign in to contact us." This should get you in contact with support.

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
community guidelines
New Here ,
Jul 14, 2021 Jul 14, 2021

Copy link to clipboard

Copied

I tried that, it only brings you back to the help pages. Nothing to sign into. VERY annoying. MJ has given me a number and I've managed to speak someone who has escaled the issue as they couldn't fix it. Thanks for your suggestion.

 

BTW @mj if you read this, your mailbox is full!

 

 

 

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
community guidelines
Adobe Community Professional ,
Jul 14, 2021 Jul 14, 2021

Copy link to clipboard

Copied

LATEST

That page, the upper right hand corner, is the sign in location.

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
community guidelines