My Creative Cloud won't load. Customer Support tried uninstalling every Adobe app before giving up.

Community Beginner ,
Oct 29, 2020

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Hello there. I am in serious need of help. 

 

2 days ago I tried launching the Creative Cloud app, as I thought it was time to update some of my Adobe applications. It wouldn't load. I tried restarting the app, still didn't load. Tried restarting my PC, didn't work. I tried following the steps seen here: https://helpx.adobe.com/in/creative-cloud/kb/creative-cloud-app-doesnt-open.html but those didn't work either. I've tried searching the forums for answers, but still nothing. I contacted Customer Support, and after waiting for hours, I went to bed. Today I finally got in contact with one, who tried to help via remote control access, but he couldn't figure it out either. Eventually, after uninstalling EVERYTHING related to Adobe on my system, he gave up. 

 

This means what little access I had before to some slightly outdated Adobe applications is now gone. I have tried contacting Customer Support again, but after being "transferred" I still haven't heard anything back for hours now. 

 

Sidenote: I've also tried uninstalling Creative Cloud and just installing programs like Photoshops directly from the CC website. They download, but can't launch, giving me some  "VCRUNTIME140_1.dll not found" error - which I got yesterday when trying to open the newly downloaded 2021 Photoshop, but not when opening the 2020 outdated Photoshop. I have tried to fix this issue as well, but updating C++ Runtime, etc. hasn't fixed anything.

 

I really hope someone could help, as this is my livelihood at stake, and I am clearly not a priority at the Customer Support branch. Thank you!

Adobe Community Professional
Correct answer by Peru Bob | Adobe Community Professional

You need to make sure Windows is up to date.

See here:

https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads

 

NOTE: Link fixed

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My Creative Cloud won't load. Customer Support tried uninstalling every Adobe app before giving up.

Community Beginner ,
Oct 29, 2020

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Hello there. I am in serious need of help. 

 

2 days ago I tried launching the Creative Cloud app, as I thought it was time to update some of my Adobe applications. It wouldn't load. I tried restarting the app, still didn't load. Tried restarting my PC, didn't work. I tried following the steps seen here: https://helpx.adobe.com/in/creative-cloud/kb/creative-cloud-app-doesnt-open.html but those didn't work either. I've tried searching the forums for answers, but still nothing. I contacted Customer Support, and after waiting for hours, I went to bed. Today I finally got in contact with one, who tried to help via remote control access, but he couldn't figure it out either. Eventually, after uninstalling EVERYTHING related to Adobe on my system, he gave up. 

 

This means what little access I had before to some slightly outdated Adobe applications is now gone. I have tried contacting Customer Support again, but after being "transferred" I still haven't heard anything back for hours now. 

 

Sidenote: I've also tried uninstalling Creative Cloud and just installing programs like Photoshops directly from the CC website. They download, but can't launch, giving me some  "VCRUNTIME140_1.dll not found" error - which I got yesterday when trying to open the newly downloaded 2021 Photoshop, but not when opening the 2020 outdated Photoshop. I have tried to fix this issue as well, but updating C++ Runtime, etc. hasn't fixed anything.

 

I really hope someone could help, as this is my livelihood at stake, and I am clearly not a priority at the Customer Support branch. Thank you!

Adobe Community Professional
Correct answer by Peru Bob | Adobe Community Professional

You need to make sure Windows is up to date.

See here:

https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads

 

NOTE: Link fixed

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Oct 29, 2020 0
Adobe Community Professional ,
Oct 29, 2020

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first try, resetting the cc app: To reset the Creative Cloud 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/reinstall per the above link

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, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
restart your computer (don't skip this)
reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.
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)
use the desktop app to install your cc programs/trials

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Oct 29, 2020 0
Adobe Community Professional ,
Oct 29, 2020

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You need to make sure Windows is up to date.

See here:

https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads

 

NOTE: Link fixed

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Oct 29, 2020 1
Community Beginner ,
Oct 29, 2020

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Hello, Peru Bob,

 

Your link doesn't appear to work, but I did try to update my Windows. There was an update available, but after updating, my Creative Cloud still won't load. Same error. I tried installing Photoshop through the web again, but I still get the same VCRUNTIME error. 

 

 

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Adobe Community Professional ,
Oct 29, 2020

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I fixed the link, thanks.

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Oct 29, 2020 0
Adobe Community Professional ,
Oct 29, 2020

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update your visual c++ runtime from microsoft.

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Oct 29, 2020 0
Adobe Community Professional ,
Oct 29, 2020

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That's what is in the link.

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Oct 29, 2020 0
Adobe Community Professional ,
Oct 29, 2020

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(oops.)

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Oct 29, 2020 0
Community Beginner ,
Oct 30, 2020

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I got a few errors regarding Visual C++ Runtime not working the first few times I rebooted the machine, but this time there was no error for whatever reason! Meaning I was able to download Photoshop from the web-based CC and launch it successfully! Thank you! 

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Oct 30, 2020 1
Adobe Community Professional ,
Oct 29, 2020

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Last time I had major computer problems was on an aging system so I replaced it with a new one.  If your computer is fairly new and all else fails, re-install Windows.

https://support.microsoft.com/en-us/windows/reset-or-reinstall-windows-10-cd352bd8-4cb6-411a-f2f5-18...

 

Nancy O'Shea, ACP
Alt-Web Design & Publishing

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Oct 29, 2020 0
Leah5E70 LATEST
New Here ,
Jan 06, 2021

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The solution that worked for me (saw this in another forum) was to update Visual C https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads

I'm using a Windows PC. I downloaded and installed the file x64: vc_redist.x64.exe and had no more issues loading creative suite.

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Jan 06, 2021 0