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Creative Cloud Packager Blank Screen after Adobe ID Login

Forum|Forum|12 years ago
July 10, 2013
21 replies
69463 views

I have downloaded the creative cloud packager from the volume licensing website and gotten it installed. After installation the packager runs and i am asked to login with my adobe ID. I login using the same ID i used to download the packager that has access to all the licensing information for our organization. I selected the enterprise/government login option. Once i login, the cloud packager just sits at a blank white screen. I left it up for hours the other day. Any help would be appreciated.

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Correct answer Chad Baker

I have just resolved this issue for another customer by following the steps in this knowledge base article:

http://helpx.adobe.com/creative-cloud/kb/blank-white-screen-ccp.html

Note that the offending special characters can be anywhere in your Adobe ID information, not just your email address/password, but your First Name, Last Name, Company Name, etc. We plan to fix this in a future release of the Packager but I have no timeline that I can share.

Show previous replies

elio_freire

Participating Frequently

Solution 1: Remove the opm.db file, restart your computer, and relaunch the Creative Cloud app

Quit the Creative Cloud Desktop application from the gear icon in the upper-right corner.

Browse to the following location based on your operating system to locate and delete the opm.db file.

Mac OS: /Users/<user folder>/Library/Application Support/Adobe/OOBE

Windows: C:\Users\<user folder>\AppData\Local\Adobe\OOBE

Restart the computer and launch the Creative Cloud Desktop application again.

Solution 2: Delete the contents of the OOBE folder and relaunch the Creative Cloud app

Quit the Creative Cloud app from the gear icon in the upper-right corner.

Browse to the following location based on your operating system

Mac OS: /Users/<user folder>/Library/Application Support/Adobe/OOBE

Windows: C:\Users\<user folder>\AppData\Local\Adobe\OOBE

Delete the entire contents of the OOBE folder.

Note: This folder is the one containing the opm.db file from solution 1.

Restart the computer and launch the Creative Cloud Desktop application again.

Note: The app can take slightly longer than usual to load with this solution, as content in the OOBE folder is rebuilt after launch.

If this Solutions do not work it can be also related to your drivers/system. Check the date of the last update done in the drivers and system of your computer. In case your drivers and system is all fine follow other solution, that for sure will work:

Solution 3: Delete manually all Adobe programs and folders, without no exception the following folders:

/Applications/Adobe*

/Applications/.AdobePatchFiles

/Applications/Utilities/Adobe*

/Library/Application Support/Adobe*

/Library/Application Support/FLEXnet Publisher/

/Library/Preferences/com.adobe*

/Library/Preferences/FLEXnet Publisher/

/Users/[user]/Library/Application Support/Adobe*

/Users/[user]/Library/Caches/Adobe*

/Users/[user]/Library/Caches/com.adobe*

/Users/[user]/Library/Preferences/Adobe*

/Users/[user]/Library/Preferences/com.adobe*

3.1. Is necessary that you reboot your computer.

3.2. Run in your computer the Adobe CC cleaner tool (step number 3 of the following link:)

Use the CC Cleaner Tool to solve installation problems | CC, CS3-CS6

3.3. Is necessary that you reboot your computer.

3.4. Now download, Adobe creative cloud, from the following link:

Creative Cloud Help | Creative Cloud for desktop

3.5. Is necessary that you reboot your computer.

3.6. Open the Download you Made "Adobe Creative Cloud" and you should be able to begin.

I hope I've helped You with my answer.

Regards

Élio Freire

C

cissemissan

New Participant

I had the same problem. For me it worked to update the video graphics driver on my computer and then restart Creative Cloud.

K

Kevin Stables

New Participant

I seem to have fixed the issue after 2 days on it.

I downloaded and installed Adobe Application manager.

I copied Photoshop and InDesign onto my laptop from my iMac via memory stick.

I launched photoshop and just clicked for a free trial.

Then I launched InDesign, which crashed a few times.

Restarted and launched photoshop again.

Clicked for free trial.

Launched Creative Cloud.

Finally not a blank screen.

Restarted again.

Launched Creative Cloud again.

Finally got a sign in screen!

I think the trick was to install Adobe Application Manager and then just keep on perservering trying to launch photoshop and indesign until it stuck.

S

sebastienbourgine

New Participant

Apparently there was a recent update on the app that fixed the issue.

I did nothing new, and suddenly i got an update on CC app, allowing me to login then update all my programs.

Thanks to the devs !

K

Kevin Stables

New Participant

I am having the same problem on my new work laptop

- it's running fine on the other 2.

Trashed prefs files, cleaned CC, uninstalled etc etc.

Looking at the PDApp.log - it says:

"No Record found for the input fields in opm_getValueForKey"

Does that have anything to do with it?

E

ericmichael9

New Participant

Any luck on this yet? I also have tried everything. The oobe solution worked a couple times, but now nothing works.

tonejacSmartsheet

New Participant

Installing the 'Adobe Application Manager' seemed to do the trick for me. I tried everything else in the thread and nothing worked. I just downloaded and installed the Adobe Application Manager and now the login screen showed up and I'm good to go.

J

Jain__Priyank

Adobe Employee

Hi,

Can you please email logs mentioned in link : http://helpx.adobe.com/creative-cloud/kb/launch-log-files-location-ccm.html to priyjain [at] adobe [dot] com.

These logs would help us to narrow down the problem..

Priyank

S

SteBradbury

New Participant

Okay, so after like an hour od reading numerous threads, i came across one that said to delete a certain file, but he was on a mac, however, i managed to locate this file on my windows pc and delete it, and sure enough, after i restarted creative cloud it was working.

Okay, so if you're on a Mac, follow this:

Home folder

Library/Application Support/Adobe/OOBE/opm.db

Delete this file.

Quit CC Desktop app and restart it.

-------------------------------------------

For Windows users, follow this: (i have Win7 BTW)

Computer

(C) Drive

Users

(Click on your username)

AppData

Local

Adobe

OOBE

Then you want to delete the file named - opm.db

Quit CC Desktop App and restart it.

This worked fine for me, i hope it works for everyone else.

S

sebastienbourgine

New Participant

Same here, blank screen for Creative Cloud !

I'm running Win8-64, have been using Creative Cloud without any problem for a while under the same conditions, but now (and i beleive since the last update of CC) the CC window remains blank, before even letting me log in.

I've been trying all the fixes listed above (double checked that there aren't any special character on my profile, renamed the folder OOBE under programs/common files/adobe ; deleted the opm.db; even doing so, then uninstall CC, reboot and reinstall) nothing will fix that.

Though i'm also running Creative Cloud on a laptop under Win7-64, and it's working fine on this pc.

S

sebastienbourgine

New Participant

I had the same issue on my Windows 7 (x64) machine.

1. Close CC (right mouse click on the tray icon -> Quit).

2. Go to C:\Users\[your name]\AppData\Local\Adobe\. There you will find a folder named OOBE. delete this folder (don't delete anything else in here).

3. Launch the CC, it will recreate the folder and all the required files, after a second or 2 you should be able to see the screen asking for your login and password.

Thank you for your reply, but as i said, I have already been trying all the fixes listed above.

I still tried your method one more time, and the result is still the same silly blank screen.

Maybe there's something wrong with Win8.1 x64 ... some reply from the Adobe team would be nice.

Thanks a lot!

K

kcrump

New Participant

I was experiencing this problem. I had all of my information complete and I didn't have special characters. My problem was due to the fact that I am behind a proxy server. If the proxy server is bypassed, it works as intended. Add the proxy server back and you are back to a white screen.

T

trevorworrall

New Participant

No answer just observation.

A month of people having the sam eissue with no valid solution. This ia poorly dsigned piece of software!!

The other Error received is the Pacakger claiming it ha snot internet connection.

Come on Adobe get this App fixed!

D

DesktopTechCostW

New Participant

Any resolution to this? I have half a dozen teams waiting on software...... but we either can't log into the CC packager or we have to build them on a non secure workstation (CAN WE SAY PROXY ISSUES!!!!), the package fails and rolls back every time. We are starting to get a bit worried about this, since Adobe was so intent on moving us to this whole CC Solution. 3 months and we still can't do anything with it.

Come on Adobe. Support your users!

Chad BakerCorrect answer

Adobe Employee

I have just resolved this issue for another customer by following the steps in this knowledge base article:

http://helpx.adobe.com/creative-cloud/kb/blank-white-screen-ccp.html

Note that the offending special characters can be anywhere in your Adobe ID information, not just your email address/password, but your First Name, Last Name, Company Name, etc. We plan to fix this in a future release of the Packager but I have no timeline that I can share.

S

SirMentos1701Author

Participating Frequently

I have no special characters anywhere as part of my profile. Aside from the numbers in my screen name, and the "@" and "." in my email address, there are no non alphabetic characters anywhere in my profile.

S

SirMentos1701Author

Participating Frequently

heres a little update... even though the field for company is marked as optional in your profile, apparently the packager doesnt like it if you leave it blank... Someone fell asleep at the wheel when creating this thing.

M

mdbbluesky

New Participant

Do you use a proxy server in your network? We do and if we use it we have the same result. The creative cloud does'nt seem to work with a proxy.

If we use a direct connection it works just fine. Only thing is our security policy does'nt allow that. So we can't use the Creative Cloud.

S

SirMentos1701Author

Participating Frequently

so you're telling me that the creative cloud solution bought specifically for Government/Enterprise solution doesnt support a proxy server. Something that i would guess every large enterprise and Government solition uses? That sounds like a really crappy product design, especially since the AAMEE kit did work with a proxy. Adobe needs to fix this quickly.

Romsinha-9KMEUt

Adobe Employee

Hi

9.SirMentos1701,

Please attach the screenshot of the error.

Regards,

Romit Sinha

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