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Dreamweaver 2021 crashes when going into Preferences

New Here ,
Aug 29, 2023 Aug 29, 2023

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I recently got a laptop upgrade at work, and I was moved from DW CS6 to DW 2021. Everything works fine, but when I try to go into Preferences, it crashes the program. I contacted other users in my agency who use DW 2021, and apparently, everyone has this same issue.

 

I've tried resetting preferences, but it didn't help. Any ideas as to why we're all having this issue?

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Community Expert ,
Aug 29, 2023 Aug 29, 2023

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I've never heard of this issue with the standard CC subscriptions, are you on an Enterprise version of the software by chance?

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New Here ,
Aug 29, 2023 Aug 29, 2023

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I think we are. Is there any way to check to see which version we're on?

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Community Expert ,
Aug 29, 2023 Aug 29, 2023

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The exact version should be under Help > About Dreamweaver.

If you have an administrator that installs your Adobe programs on all of your machines, they would likely need to contact their Adobe rep to figure out what's going wrong.

Sounds like a company-wide permissions issue to me, since everyone is experiencing the same oddball glitch. You would need to have read/write access to the folders where the Preferences are stored in order to change them. A permissions issue might cause attempting to make changes to crash the program..

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Community Expert ,
Aug 30, 2023 Aug 30, 2023

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@PaulRL Have you tried using the Creative Cloud Cleaner Tool, which allows you to remove snippets of files or instructions that can sometimes cause problems, especially between CS and CC?

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

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New Here ,
Aug 30, 2023 Aug 30, 2023

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I have not tried that, but I will now, thanks.

Also, Help > About doesn't mention anything about Enterprise. It just lists the DW Version (21.3), build number (15593), and rolls credits.

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New Here ,
Aug 31, 2023 Aug 31, 2023

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Well, it looks like I'm stuck. I can't run the Adobe CC cleaner because my agency won't allow any downloads of any kind to be run. My only hope is that enough people run into this issue that the cleaner makes it onto our approved software list.

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Community Expert ,
Sep 01, 2023 Sep 01, 2023

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Yes that’s right that once  the Adobe Creative Cloud Cleaner tool will be downloaded, you’ll need adminsitor right to launch it. Just for infos, nothing will be installed.

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