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

Community Beginner ,
Mar 04, 2021 Mar 04, 2021

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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

 

 

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Acrobat, Enterprise, Teams, Troubleshooting

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correct answers 1 Correct answer

Adobe Employee , Mar 12, 2021 Mar 12, 2021
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. 

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Community Beginner ,
Mar 05, 2021 Mar 05, 2021

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We have the same problem. What is the exact version (build) of your Windows machines?

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Community Beginner ,
Mar 05, 2021 Mar 05, 2021

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Ours are on 1607 (14393.4169)

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Community Beginner ,
Mar 05, 2021 Mar 05, 2021

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Here Suddenly Creative Cloud Client crash on startup due to Kernelbase.dll is a thread with the similar problem. An Adobe Employee is already in contact there.

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New Here ,
Mar 08, 2021 Mar 08, 2021

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Anyone able to find a resolution for this??

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New Here ,
Mar 04, 2021 Mar 04, 2021

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Hi,

 

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: 5.4.1.534, 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: 5.4.1.534

OS: Windows server 2016 

 

Tested in multiple VMs, facing same issue after updating CC to latest version.

 

Any idea how to fix this? 

 

 

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New Here ,
Mar 05, 2021 Mar 05, 2021

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Hi

 

I am also facing the same issue with the same enviroment (Server 2016 running RDS) All 4 RDS hosts running Server 2016 / CC Ver : 5.4.1.534 

 

Please can we get an update from Adobe regarding this? 

 

Thanks

Sam

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New Here ,
Mar 05, 2021 Mar 05, 2021

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Same issue here for us. We are on Server 2016 as well, though through Amazon Workspaces.

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Community Beginner ,
Mar 05, 2021 Mar 05, 2021

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Here Suddenly Creative Cloud Client crash on startup due to Kernelbase.dll is a thread with the similar problem. An Adobe Employee is already in contact there.

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Community Beginner ,
Mar 05, 2021 Mar 05, 2021

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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.

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New Here ,
Mar 05, 2021 Mar 05, 2021

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

Adobe creative cloud desktop install link:
https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

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New Here ,
Mar 07, 2021 Mar 07, 2021

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Same problem on Windows 10 Pro 1607

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New Here ,
Mar 07, 2021 Mar 07, 2021

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We also have this problem.

All our remote staff running AWS workstations are being disrupted with this. 

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Adobe Employee ,
Mar 08, 2021 Mar 08, 2021

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Hi Everyone, 

 

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.

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New Here ,
Mar 08, 2021 Mar 08, 2021

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Hi,

 

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.

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Community Beginner ,
Mar 08, 2021 Mar 08, 2021

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We can not upgrade our Windows server version because of license compatibility.

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New Here ,
Mar 08, 2021 Mar 08, 2021

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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.

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Community Beginner ,
Mar 09, 2021 Mar 09, 2021

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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.

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New Here ,
Mar 09, 2021 Mar 09, 2021

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Spoke to support today and was informed the engineering team are working a fix.  Hopefully the fix will be available soon. 

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Community Beginner ,
Mar 09, 2021 Mar 09, 2021

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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. 

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New Here ,
Mar 09, 2021 Mar 09, 2021

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Thanks Adobe

 

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

 

Thanks Adobe

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Community Beginner ,
Mar 10, 2021 Mar 10, 2021

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Is that seriously the solution you got from them? If so, I'll be recommending alternatives as well. This is unacceptible!

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Community Beginner ,
Mar 10, 2021 Mar 10, 2021

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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. 

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Community Beginner ,
Mar 10, 2021 Mar 10, 2021

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from https://community.adobe.com/t5/enterprise-teams/suddenly-creative-cloud-client-crash-on-startup-due-...

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.

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Community Beginner ,
Mar 10, 2021 Mar 10, 2021

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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"
https://community.adobe.com/t5/enterprise-teams/suddenly-creative-cloud-client-crash-on-startup-due-...

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Community Beginner ,
Mar 10, 2021 Mar 10, 2021

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https://community.adobe.com/t5/enterprise-teams/adobe-cef-helper-has-stopped-working/m-p/11872142

 

In this thread they say they found the issue and it should be fixed int he next update.

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