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( Edited by moderator: This issue is now 'Solved' )
We have multiple Citrix desktop servers with recently updated Creative Cloud Desktop where users upon logging immediately get a pop up error "Adobe CEF helper has stopped working". Server OS is fully patched Windows Server 2016DC. Application error log indicates offending module is kernelbase.dll
We have the same problem. What is the exact version (build) of your Windows machines?
Ours are on 1607 (14393.4169)
Anyone able to find a resolution for this??
After recent creative cloud update, creative cloud application is failing to launch.
Getting "Adobe CEF Helper has stopped working" pop up when launching creative cloud.
Below is the error I note in Event logs:
Faulting application name: Adobe CEF Helper.exe, version: 18.104.22.1684, time stamp: 0x603ad432
Faulting module name: KERNELBASE.dll, version: 10.0.14393.3659, time stamp: 0x5e9140ed
Exception code: 0xe06d7363
Fault offset: 0x0000000000034f38
Faulting process id: 0xba8
Faulting application start time: 0x01d711921ce33d06
Faulting application path: C:\Program Files\Common Files\Adobe\Adobe Desktop Common\HEX\Adobe CEF Helper.exe
Faulting module path: C:\Windows\System32\KERNELBASE.dll
Report Id: cc2d2243-4bcd-4ad2-ae28-de3249033bcd
Faulting package full name:
Faulting package-relative application ID:
Creative Cloud version: 22.214.171.1244
OS: Windows server 2016
Tested in multiple VMs, facing same issue after updating CC to latest version.
Any idea how to fix this?
I am also facing the same issue with the same enviroment (Server 2016 running RDS) All 4 RDS hosts running Server 2016 / CC Ver : 126.96.36.1994
Please can we get an update from Adobe regarding this?
Same issue here for us. We are on Server 2016 as well, though through Amazon Workspaces.
Same exact issue here running on our Amazon Workspaces. There are at least 6 new threads about this error on here so it seems to be pretty widespread. Hoping that we get a better response from than "our apps are not supported running in Windows Server" since a simple Create Cloud Desktop app update seems to have broken it.
Contacted Adobe support and this was their sollution.
Please uninstall creative cloud using the cc cleaner tool then restart the machine and re-install creative cloud back using the below link.
Adobe cc cleaner tool:
Adobe creative cloud desktop install link:
Same problem on Windows 10 Pro 1607
We also have this problem.
All our remote staff running AWS workstations are being disrupted with this.
Sorry to know that you are unable to use the Creative Cloud app due to this error.
Please upgrade your system OS to the latest Windows version check, this should help resolve the issue.
Let us know if this helps.
It works on Win server 2019 after installing all latest patches.
But what is the solution to fix it on Win server 2016. Tried installing all latested patches on Win server 2016 and it is still failing.
We can not upgrade our Windows server version because of license compatibility.
We're running Windows Server 2016, fully patched. Creative Cloud returns multiple exceptions and won't launch. Attempted clean and reinstall which didn't correct the issue.
We're seeing more an more of these crop up in our environment. Only on 1607. I'm testing to see if upgrade to 1909 resolves the issue or if we'll just have to reimage them all. I've been able to repro on a VM running Microsoft Windows [Version 10.0.14393] (1607) and have confirmed that the Adobe CC upgrade succeeds on 1909 without the stated error.
Note: my event logs are the same as OP's.
If upgrading to 1909 is no-joy, I'll call adobe support and report my findings back here.
Spoke to support today and was informed the engineering team are working a fix. Hopefully the fix will be available soon.
That's good to hear. I've been trying the proposed solutions above with no success.
Thanks for the update Carl. This update is continuing to steamroll my org.
350 Users on VDI and your soloution is to simply Update to Server 2019 & you do not even officially support that application
Thankfully I have software assurance but its not licensing costs that will kill me here its testing time
We can simply update 350 VDI's to Server 2019 without significant testing
We are going to market for an alternative
Is that seriously the solution you got from them? If so, I'll be recommending alternatives as well. This is unacceptible!
Adobe has always made it known in their system requirements that they do not support Server versions of Windows. But it has also always worked okay. But an Adobe rep confirmed the issue in another thread about this and say that it should be fixed in the next update.
Bani Verma Adobe Employee , Mar 08, 2021 Hi Everyone, Sorry to know that you are unable to use the Creative Cloud app due this error, we are seeing this issue is only pertaining to Windows 10 LTSB 2016 version. Please upgrade your system OS from Windows 10 LTSB 2016 and check, this should help resolve the issue. Let us know if this helps.
I took a broken 1607 machine and did a patch in place upgrade to 1909. After this, Adobe CC worked on it. Obviously this is not a workable solution on 900+ machines. Check this other thread to see Adobe's "response"