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defaulthdk6z2eyyci4
Participating Frequently
December 3, 2020
Question

Creative Cloud Desktop shows white screen

  • December 3, 2020
  • 1 reply
  • 5478 views

Hello,

 

my Creative Cloud Desktop App does only show a white screen (Windows 10, Build 1909).

 

I tried several solutions I found in the community, but none worked so far:

 

1.Updating Creative Cloud Desktop and deleting OOBE-Folder content and restarting (https://helpx.adobe.com/creative-cloud/kb/creative-cloud-app-doesnt-open.html)

2. Repair Creative Cloud Desktop

3. Uninstall and Reinstall

4. Rename [System drive]:\Users\[username]\AppData\Local\Adobe\OOBE\opm.db like suggested https://community.adobe.com/t5/download-install/cloud-desktop-app-is-blank/td-p/5316273?page=1

5. There are no special characters in the account name, like described in https://helpx.adobe.com/creative-cloud/kb/blank-white-screen-ccp.html

 

There are a lot of Adobe and CC tasks running (with hardly any CPU/memory usage), but  the mouse wheel keeps spinning, no matter, which program I'm working in.

This goes on for hours and stops only, if I kill the CC tasks.

 

Any other suggestion?

 

Thank you

This topic has been closed for replies.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
December 3, 2020

i know you've done some or most of this:

 

ftry 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

 

and if that fails or you just want to skip to difficult stuff and you have win 10:  open control panel>uninstall a program>scroll to the various ms vis c++ redistributables and use "repair"

    D
    defaulthdk6z2eyyci4Author
    Participating Frequently
    December 3, 2020

    Thank you for your reply.

     

    Now I tried several other steps you suggested, all repair/uninstall tries with CC Desktop itself hadn't helped.

     

    1. Repair all ms vis c++ redistributables.

    => Didn't help, same problem remains

     

    2. As last resort I uninstalled all CC apps, the CC Desktop app and used the cleanup tool to "Clear All". After computer restart I installed CC Desktop again from https://www.adobe.com/creativecloud/desktop-app.html

    Same result, the window remains blank white, with a lot of Adobe processes running, but doing nothing

     

    Now, when I close the window (with the "x" in the corner, Ctrl + Alt + R does not work), All Adobe background processes keep running, and also the "Adobe CEF Helper" remains running, as background task,

     

    So, now I'm again were I started, only that I don't have any working Adobe Apps left.

     

    Do you have any other suggestion? I need Adobe Acrobat for work...

     

    Thank you very much,

    Christoph

     

    D
    defaulthdk6z2eyyci4Author
    Participating Frequently
    December 16, 2020

    you have an out-of-date os (~1year old) and needed a compatible (~1year old) cc version.


    Now, two or three restarts later I'm again at the same point I started at: blank screen in Creative Cloud Desktop.

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