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Question

[Enterprise] Creative Cloud Desktop is totally blank

Forum|Forum|6 years ago
January 9, 2020
4 replies
1844 views

I have been running Creative Cloud for many years, but in the last few months, if I try to launch the CC Desktop app, it stays blank. I've ignored it because I can still get at all the programs, but now I want to install something I hadn't installed, and I should probably update everything. I've tried repairing, uninstalling (using the cleaner from Adobe vs from the Unistall programs, since other programs apparently are still using it, and it can't uninstall that way). I've confirmed my Adobe account is fully filled out with using no odd characters. I've renamed or even deleted the OOBE folder. I don't know what else to do. I don't want to take the time to remove every program and try totally reinstalling everything Adobe...

Running Windows 10, fully up to date. CC - whatever up-to-date version it is -- Enterprise version. Any help would be GREATLY appreciated!!

Creative Cloud

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wingtong

Participating Frequently

Thanks C_L_Smitty, you're a genius!

We use McAfee's "ePolicy Orchestrator" (ePO) which is basically McAfee's cloud based control panel. From your great direction, I was able to pinpoint the cause to McAfee's "Antimalware Scan Interface" (AMSI) which according to their configuration page is to, "Enable AMSI (provides enhanced script scanning) (Windows only)" There is actually a separate "script scan" option at the very bottom of that page and that can be left on. But it is this AMSI that causes the "enhanced script....." brain freeze! It's for "Windows only" so it is very possible that since more Apple users use Adobe that there is not more outcry by users on this issue. .....and yea, the irony is not lost that McAfee has tagged ADOBE as a "Malware"! LOL!

I do hope Adobe is listening here and fix this issue now that we've done all the troubleshooting!

For those who also use McAfee "ePolicy Orchestrator" (ePO) for Windows, below are 4 images to show you exactly what to do. But as always, when you play with McAfee and any software that is suppose to protect you from malware/viruses/phishing/etc, USE AT YOUR OWN RISK, YMMV!

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wingtong

Participating Frequently

@C_L_Smitty, Thanks for the update. I suspected Mcafee to be part of the problem since I recently got a new laptop for one of my users and Adobe CC was working on that laptop until I installed Mcafee Virusscan endpoints from their ePO cloud. However, before installing Mcafee, I installed Autodesk Revit on that laptop and got the same issue until I rebooted a few times and then CC was fine until the later install of Mcafee. And just to throw another wrench in this, even though a lot of my users' computers have that CC issue, a few only have it on an occassional basis.....and to top it off, at least one computer does not have that CC issue at all even though all my users' computers have the same apps loaded including Mcafee! LOL! In addition, Mcafee does not report any problematic events. Nonetheless, I do hope it is Mcafee and that there is an easy fix/setting we can do with Mcafee, since for a lot of companies, NOT USING Mcafee is NOT AN OPTION and Adobe needs to understand that.

......please keep us updated, thanks.

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C L SmithAuthor

Participant

Hi Wingtong, I have an actual resolution for my problem, so hopefully it will help yours in a while as well! It has been determined that McAfee IS the issue (they admitted that it's definitaly a bug on their end, and they hadn't know about it). Apparently, there different "levels" (?) of McAfee you can run depending on your Windows version. (remember, I'm not the IT person :)) One of our guys who liase's with McA, built a system with my ver of Windows, and my ver of McA, then he added my CC to it, and it promptly broke. Tried different version combos, and mine is the one that consistently breaks. In the meantime, our local IT guy showed me how to disable the "Threat Prevention" stuff in McAfee, so if I do that, I can quickly (our McAfee re-enables itself automatically every couple of minutes) launch CC and just leave it open. McA doesn't have an issue once it's open, it just won't let it open, and oddly enough, never flags it as a problem, just ignores it. Hope this helps, and hopefully it will get fixed quickly!

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wingtong

Participating Frequently

We've been having this blank white screen since adobe redesigned their cc desktop to be similar to their web site cc. Did everything as you mentioned and then some, for at least 5 times. Tried to troubleshoot it here on a discusssion for a week but was just a waste of time. We also use adobe cc for teams. Nancy_Oshea says "In the meantime, I think you need to contact your IT department." ..............I AM THE IT DEPARTMENT! LOL!

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C L SmithAuthor

Participant

Hi wingtong - we *may* have figured it out. 🙂 My IT guy and I sat with Adobe for quite some time on Friday, and when the elevated rep (not the first guy, but the second tier of help) re-intsalled it again, it worked! .......Until I rebooted, and then it didn't. However, what I noticed was that that support agent had asked us to remove our security (McAfee) before he re-installed it, so for testing purposes, my IT guy re-removed McAfee, we rebooted, and voila! It worked! I didn't reinstall CC, just restarted after removing (turning off?) McAfee. So right now, we are guessing that there is something that McAfee is doing that is stopping CC from working. He sent my logs off to whomever handles that, and we will see if they can figure it what. Good luck!

Nancy OShea

Community Expert

I'm moving this to Enterprise & Teams where the concerned experts will see it. In the meantime, I think you need to contact your IT department.

Nancy O'Shea— Product User & Community Expert

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