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Creative Cloud is unresponsive, can't uninstall to reinstall (mac)

New Here ,
Feb 13, 2023 Feb 13, 2023

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mac Monterey 12.6.3

It all started because my command keys weren't working in any of my creative suite programs. I tried googling reasons for this but came up with nothing so I finished my work projects with the annoying right-clicking. This week I go to open photoshop for work and there was a notification from Adobe saying that the reason there are no command keys was that I needed to uninstall and reinstall creative cloud. I go to do so deleting all my creative suite apps, but the creative cloud app will NOT uninstall. I tried to uninstall it or just throw it in the trash and it won't let me because "it's open." It's not open. When I click to open it, it doesn't do anything. No white screen like I've seen other people talk about.  I command-optioned-escaped to force quit but creative cloud is not listed there for me to close. There is the Creative Cloud icon on the taskbar at the top of my screen but when I click on it nothing happens. I can't close this thing to uninstall it and all the advice I'm finding online says "just reinstall it." I can't reinstall it. I've tried to reinstall without properly uninstalling the old version, but I'm just stuck in this cycle of installing it, it not opening, then it saying it won't let me uninstall it until I close it. But it's not opening anywhere for me to be able to access the close options.  

I've restarted my computer 3 times and updated to the latest version of Monterey. What am I missing?

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Community Expert ,
Feb 13, 2023 Feb 13, 2023

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do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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New Here ,
Feb 13, 2023 Feb 13, 2023

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I’ve tried to use the cc uninstaller but every time I set it to uninstall
and forget my preferences it says it can’t because creative cloud is open.
How do I close it when it won’t open? --
Have a great day,

 

 

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Community Expert ,
Feb 13, 2023 Feb 13, 2023

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do not reply by email or remove your signature.

 

use task manager or activity monitor to close adobe processes.

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New Here ,
Feb 21, 2023 Feb 21, 2023

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quote

do not reply by email or remove your signature.

 

use task manager or activity monitor to close adobe processes.


By @kglad

as I said in my original post, I tried using task manager but no adobe or cc program appears there. 

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Community Expert ,
Feb 21, 2023 Feb 21, 2023

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macs don't have a task manager.

 

you would probably benefit from having someone clean your previous installation for you.  contact support via chat for that help. there are 3 ways to contact adobe; chat, phone and twitter:

 

pay attention to the details for using chat.


chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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New Here ,
Feb 21, 2023 Feb 21, 2023

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Task manager, activity monitor, same difference. Let's not get hung up on semantics. From my original post: “I command optioned escaped to force quit but creative cloud is not listed there for me to close.” 

I will chat with someone else. 

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Community Expert ,
Feb 21, 2023 Feb 21, 2023

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keep this thread updated.

 

p.s. i don't think force quitting via an app is the same as ending a process in activity monitor.

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