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Creative Cloud Desktop shows white screen

New Here ,
Dec 03, 2020 Dec 03, 2020

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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

2020-12-03 09_34_09-Creative Cloud Desktop.png

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Community Expert ,
Dec 03, 2020 Dec 03, 2020

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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"

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New Here ,
Dec 03, 2020 Dec 03, 2020

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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

2020_12_03_17_54_15_Task_Manager.png

 

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

 

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Community Expert ,
Dec 03, 2020 Dec 03, 2020

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if you got to the clean reinstall, you should have updated your os.  did you?

 

if so, what win 10 build now is installed?

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New Here ,
Dec 06, 2020 Dec 06, 2020

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Yes, I had also updated my OS.

Windows 10 Version 1909 (Build 18363.1198). This is the version, which my organization provides me.

Others in my company, with this same version, have a working Creative Cloud Desktop.

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New Here ,
Dec 07, 2020 Dec 07, 2020

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I finally "solved" it: Using an ancient installer from 2018 (Version 4.7.0.400) i finally succeeded installing create cloud desktop.

But I have no clue, why that finally worked.

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Community Expert ,
Dec 07, 2020 Dec 07, 2020

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you have an out-of-date os (~1year old) and needed a compatible (~1year old) cc version.

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New Here ,
Dec 16, 2020 Dec 16, 2020

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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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New Here ,
Dec 16, 2020 Dec 16, 2020

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"Only" reparing the app seemed to work this time, lets see for how long 😕

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New Here ,
Sep 25, 2021 Sep 25, 2021

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I've watched dozen of forums and tried so much tricks but your idea of using an administrator account did the trick! 
Thank you so much! 

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