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davidm13843981
Participant
March 3, 2021
Answered

Adobe Creative Cloud desktop app Blank white screen/CEF Helper has stopped working- Windows 1607

  • March 3, 2021
  • 13 replies
  • 30284 views

( 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

 

 

    This topic has been closed for replies.
    Correct answer Bani Verma

    We now have an update available for the Creative Cloud desktop app (v 5.4.2.541), please click on this link to download the patch and install it to resolve this issue. 

    Admins can create a package that contains the Creative Cloud desktop app from the Admin Console and deploy it to affected devices.

     

    Let us know if this helps. 

    13 replies

    Show previous replies
    S
    Community Manager
    SuJoshiCommunity Manager
    Community Manager
    March 4, 2021

    Hello,

    Kindly confirm the version of the creative cloud installed/updated in which you are getting this error. Also, check if you are getting the same behavior on a physical machine as well.

    B
    brianm65083551
    Participating Frequently
    March 5, 2021

    We are having this issue on all of our Amazon Workspaces running Server 16 1607 (14393.4169). Once the new Creative Cloud App update fired off we repeatedly get the CEF error.

    M
    mollys53651157
    Participant
    March 4, 2021

    Same issue here, and same setup - on a Citrix Desktop, and I get the same pop-up over and over after last night's CC update. About to uninstall entirely, unless I see a solution here in the next few minutes.

    T
    tarikb28145789
    Participating Frequently
    March 3, 2021

    Hello, yesterday we got this Error Message on several PCs in our Company? If you try to close the Message it reopens. Any Suggestion (i tried alredy to reinstall the Adobe Creative Cloud Agent, but this did not help)?

     

     

      MartinBierbauer
      MartinBierbauer
      Participant
      March 8, 2021

      Hello,

      we are also affected with this really annoying issue with our LTSB and LTSC Versions of Windows 10 Enterprise since last week (calender week 9):

      • Windows 10 Enterprise 2016 LTSB Build 14393
      • Windows 10 Enterprise 2019 LTSC Build 17763

       

      Adobe should also focus more on supporting these LTSB/LTSC Versions and we have no understanding of this sometimes extremely fast update and support policy.

       

      Hopefully there will be a hotfix available soon!

       

      Best regards,

      Martin

      University of Music and Performing Arts Graz / Austria

        T
        tarikb28145789
        Participating Frequently
        March 10, 2021

        I got a reply from the Support to upgrade all our Clients to Version 1809 (LTSB 2016 does not work anymore but LTSC2019) 😞 Very "satisfying" Solution!!!

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