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Anonymous
February 8, 2018
Question

Back to square one with Adobe Desktop Service crash

  • February 8, 2018
  • 3 replies
  • 3966 views

After spending over an hour with Adobe support on a call yesterday I continue to have a problem where shortly after loading one of the CC desktop apps (After Effects, Premiere  and Photoshop primarily) the CC Desktop app crashes. Then after I close out my apps I have to sign back into my account in order reload them again later. The tech removed a bunch of files on my machine that he suspected were corrupted, reset folder permissions, ran the CC Cleaner app, and then reinstalled CC Desktop but I am still having the same issues as before. Below are the details regarding my setup and the error I am getting. I would greatly appreciate any help that the community can offer here.

OS Name : Microsoft Windows 7 Home Premium

Version: 6.1.7601 Service Pack 1 Build 7601

Processor : Intel(R) Core(TM) i7-4810MQ CPU @ 2.80GHz, 2801 Mhz, 4 Core(s), 8 Logical Processor(s)

GPU: NVIDIA GeForce GTX 860M

The latest versions of all CC apps are installed.

Creative Cloud has stopped working

Problem signature:

  Problem Event Name:   APPCRASH

  Application Name:         Adobe Desktop Service.exe

  Application Version:       4.4.0.294

  Application Timestamp:               5a714e1e

  Fault Module Name:      Adobe Desktop Service.exe

  Fault Module Version:   4.4.0.294

  Fault Module Timestamp:            5a714e1e

  Exception Code:             c0000005

  Exception Offset:           000a0023

  OS Version:       6.1.7601.2.1.0.768.3

  Locale ID:          1033

  Additional Information 1:            0a9e

  Additional Information 2:            0a9e372d3b4ad19135b953a78882e789

  Additional Information 3:            0a9e

  Additional Information 4:            0a9e372d3b4ad19135b953a78882e789

This topic has been closed for replies.

3 replies

T
thejoejay42
Participating Frequently
February 20, 2018

Also facing the same issue on my end too. I've made a post as well here (Creative Cloud Desktop app keeps crashing/restarting every 15-20 minutes ) which has a list of threads with the same issue and every single step I've worked through that hasn't fixed the issue. This is very clearly something to do with CC 2018 - I've run CC/CS applications for 7 years prior with no issues. Also working with a AMD GPU (someone mentioned it might be something to do with NVIDIA drivers).

kglad
Community Expert
kgladCommunity Expert
Community Expert
February 20, 2018

using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

or contact the Adobe Twitter team at @AdobeCare

Kanikas
Kanikas
Legend
February 21, 2018

I've tried talking to Adobe support but after several open cases I've been unsuccessful in resolving my case through them. The worst part is that often times reps will provide a method to try (which I follow, that's fine), but after I say it doesn't work the rep often disconnects and I spend another 10-15 minutes trying to find another rep to help me out. I've gone through every instruction and support page currently available but nothing seems to be working


Hi Thejoejay42,

As I understand, the Creative Cloud app crashes after a few minutes. Could you please share a few details with us?

* Mac or Windows

* OS version

* Creative Cloud app version

* Issue with only Creative Cloud app or other apps as well?

* Any self-troubleshooting steps tried?

Thanks

Kanika

adamg536836
adamg536836
Participating Frequently
February 18, 2018

I have exactly the same problem.

OS Name : Microsoft Windows 10 Home

Version: 10.0.16299 Build 16299

Processor : Intel(R) Core(TM) i7-7700HQ CPU @ 2.80GHz, 2808 Mhz, 4 Core(s), 8 Logical Processor(s)

GPU: NVIDIA GeForce GTX 1070

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

- <System>

  <Provider Name="Application Error" />

  <EventID Qualifiers="0">1000</EventID>

  <Level>2</Level>

  <Task>100</Task>

  <Keywords>0x80000000000000</Keywords>

  <TimeCreated SystemTime="2018-02-18T23:05:19.686382300Z" />

  <EventRecordID>15511</EventRecordID>

  <Channel>Application</Channel>

  <Security />

  </System>

- <EventData>

  <Data>Adobe Desktop Service.exe</Data>

  <Data>4.4.1.298</Data>

  <Data>5a842dc5</Data>

  <Data>unknown</Data>

  <Data>0.0.0.0</Data>

  <Data>00000000</Data>

  <Data>c0000005</Data>

  <Data>00460030</Data>

  <Data>2c18</Data>

  <Data>01d3a90c0c33b680</Data>

  <Data>C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ADS\Adobe Desktop Service.exe</Data>

  <Data>unknown</Data>

  <Data>e51ed2bb-9b52-4605-be37-fc2eb0ce782d</Data>

  <Data />

  <Data />

  </EventData>

  </Event>

kglad
Community Expert
kgladCommunity Expert
Community Expert
February 19, 2018

same solution.

adamg536836
adamg536836
Participating Frequently
February 19, 2018

I would not write my message if it worked for me

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    February 8, 2018

    uninstall everything cc 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

    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 3 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

    use the desktop app to install your cc programs/trials

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