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thejoejay42
Participating Frequently
February 17, 2018
Answered

Creative Cloud Desktop app keeps crashing/restarting every 15-20 minutes

  • February 17, 2018
  • 9 replies
  • 20582 views

Running Windows 10 Pro, Fall Creators' Update with all drivers, software and CC programs up to date (CC 2018). Beefy desktop system with 1TB of free space across three drives, 16GB of RAM and a Core i5-6500. The system was running the suite perfectly fine for most of last year. This issue began before my annual subscription ran out (I'm now on the 28 day grace period), and I'm highly reluctant to commit to another $552 if the suite won't even work.

This all began a while ago when I went to work on something and I was signed out of CC. Definitely after the CC 2018 update. I signed back in, and the issue has been occurring ever since.

Whenever I'm using any program in the CC suite (Premiere, Photoshop, Lightroom etc.) after 15-20 minutes I will get a system message that the Creative Cloud app has crashed and is restarting. When this happens, my TypeKit fonts get deleted and I am signed out of CC. Sometimes it doesn't even crash and I'm just signed out instead, but it's still very annoying.

I've been tossed around Adobe Customer Care like a child's toy - I have worked through every possible step and every possible page recommended or stumbled upon on the Adobe website. This includes:

  • Signing in and out of the CC desktop app
  • Changing languages from English (North America) to English (International)
  • Stopping all Adobe-related services in task manager, deleting the opm.db file, deleting the entire OOBE folder
  • Changing file permissions on all Adobe folders to allow admin/user full access
  • Checking the hosts files (no issues)
  • Removing/renaming SLStore/SLCache files/folders
  • Using Creative Cloud Uninstaller and then reinstalling
  • Uninstalling Creative Cloud, using the CC Cleaner Tool and then reinstalling
  • Uninstalling all CC programs, reinstalling
  • Uninstalling all CC programs, deleting literally every single folder related to Adobe, Creative Cloud or any other program, restarting, running the Cleaner Tool, clearing the temp folder and then reinstalling.

I've got a case number but after sending me another prescribed tip (changing file permissions, which I'd done) they closed my case number without replying to me. Having done some searching around I can see others are running into similar issues with no solution:

As a student money is tight and given Adobe has increased pricing in my region (Australasia) by a whopping $150/yr (to the tune of $552 AUD/yr) I would half expect the CC suite to be working properly. I've had more issues with the official version of the CC suite than some of my fellow classmates with pirated versions. All I'd like is for someone to just work through this problem with me instead of being tossed around by various reps who don't want to deal with someone dragging down their average "customer service resolution times". I'm truly at a wit's end, can someone help?

This topic has been closed for replies.
Correct answer GrindelStudent

So while I was unhappy with the support I got in the chat I got an email by the adobe support that seemed very helpful. They suggested I should start Windows 7 in in safe mode and rename everything adobe related into Adobe.Old

So I did rename those files:

C:\Program Files (x86)\Common Files\Adobe

C:\Program Files (x86)\Adobe

C:\Program Files\Common Files\Adobe

C:\Program Files\Adobe

C:\Programdata\Adobe

C:\Users\user_name\AppData\Local\Adobe

After that I reinstalled the CC app again ...

And since then (only 30 minutes ago) the crashes seem to have disappeared!

9 replies

johnr33622342
johnr33622342
Participant
April 27, 2018

Well, an update to Creative Cloud rolled out today (4/27/2018) and now not only can I actually load the Assets tab, I was able to successfully update Camera Raw, and am 35% of the way through updating Photoshop so it appears like it will actually worked so after at least 6-7 months it looks like they may have actually fixed the issue. Creative Cloud is also not restarting every 5-10 minutes.

Update: Photoshop appears to have actually successfully updated.

James PK
James PK
Participating Frequently
April 27, 2018

johnr

If only the problems at Adobe weren't such fascinatingly multifaceted, multi-layered, multi-headed sort of angry, tiger by the wait nope now freed of the tail which the old Adobe guard were left holding in their hands about 12 or so years ago.

The horse is out of the barn

Case in point...

It isn't any big deal but I am downloading the update now. But it took two attempts to get the whole file. Timed out at THEIR server at about 26% in.

Just finished. Took about 40 minutes overall. Next time will I (we) be so lucky or will it take more time before their mainframes will be handling a manageable enough amount of global traffic.

Really expecting a BSOD after the update too.

So here's to crossing our fingers, eh.

    G
    GrindelStudentCorrect answer
    Participant
    March 31, 2018

    So while I was unhappy with the support I got in the chat I got an email by the adobe support that seemed very helpful. They suggested I should start Windows 7 in in safe mode and rename everything adobe related into Adobe.Old

    So I did rename those files:

    C:\Program Files (x86)\Common Files\Adobe

    C:\Program Files (x86)\Adobe

    C:\Program Files\Common Files\Adobe

    C:\Program Files\Adobe

    C:\Programdata\Adobe

    C:\Users\user_name\AppData\Local\Adobe

    After that I reinstalled the CC app again ...

    And since then (only 30 minutes ago) the crashes seem to have disappeared!

    G
    GrindelStudent
    Participant
    March 29, 2018

    I share your pain joejay42. Got exactly the same problem and worked on it for 3 days. Did all the things you did - and then did them again with the indian tech support ... Unfortunatly my experiences with the tech support (so far) were a waste of time. The chat agents I got don't seem to have a deep education in IT, instead they seem to have a sheet of paper stating: "If customer calls do this then that then that". They didn't cooperate and mostly ignored what I said. Also they didn't answer my questions. I really had expected a bit more somehow ... (*remark 31.03.2018: The chat wasn't great but in the end the email support helped me)

    Have you had a lock into your install logs? They are under

    "C:\Program Files (x86)\Common Files\Adobe\Installers\Install.log"

    Because there I realised, that I always get errors through the install process of the desktop cloud app

    Things like: ERROR: Cannot load AMT config file 'C:\Program Files (x86)\Adobe\Adobe Sync\application.xml'

    But no adobe service agent said anything about that...

    In the end I got the answers: Please reinstall Windows 7 / please update to Windows 10.

    So in case you are getting somewhere let us know, there are still other readers waiting for a solution as well.

    F
    f-felagund
    Participant
    March 23, 2018

    I've also been having the same problem for over a month. A few days ago I swapped out my SSD drive for another one I had around and installed a fresh version of Win 10 Pro. So far so good with installing and running CC apps, although I'm on edge waiting for something to happen and render CC inoperable again. I have no idea what the issue is. The only hardware difference is the SSD (The old one was a Kingston 240GB and this one is a Samsung 120GB). I've reinstalled most of my primary software including CC and some 3D modeling and CAD applications. I still have a few more things to install so we'll see how the system reacts (especially with a smaller drive). I'm going to try wiping the other drive and reinstalling on it because it has more space - we'll see if it works. If it does then I think the problem may have stemmed from either some bad app installation or registry issues in Windows.

    K
    kimberlyb1309
    Participant
    March 23, 2018

    Been having the same issue all week on my work computer. Pulled in our IT company, they've had no luck with anything they've tried over two days. I had to use personal computer, which I haven't used in a few months. It was working fine all day yesterday, and then boom - crash, after crash, after crash. I probably updated something without thinking about it. Now, I can't open anything for more than 3 seconds. Adobe was working on it for a few hours and can't even figure it out. We're going to try again tomorrow, but looks like I'm out of luck. Not sure what to do. Need these programs to do my job.

    T
    thejoejay42Author
    Participating Frequently
    March 11, 2018

    Wow, no update from Adobe or anyone yet? Truly, fantastic support...I can barely use InDesign when my CC fonts keep disappearing and the sign-in window keeps appearing every 15 minutes

      johnr33622342
      johnr33622342
      Participant
      February 20, 2018

      I have the same problem as well and have already done the uninstall/delete oobe/run cc cleaner route three times. When I try to do an update on an app, creative cloud either crashes, or for some other inexplicable reason it switches to the Stock tab and the install stops downloading. Pretty damn pathetic programming on Adobes side but I guess they figure they still get my money until I cancel my subscription over this. I'll try the restart in safe mode approach but I have very little hope that will work.  I only managed to get Photoshop reinstalled by downloading the full version from Download Creative Cloud apps

        adamg536836
        adamg536836
        Participating Frequently
        February 20, 2018

        It looks like the only way to work on adobe apps now is to use cracks and block adobe services but for f sake .. i want to use my cloud as well!

        Super pathetic ... There is no solution. Same problems on clean windows 10 instalation. I even brought back to life my old pc which is Athlon Phenom II X4 955 BE and Gigabyte GeForce GTX 660 TI, 2GB DDR5 (192 Bit) ... same story .. there is some huge issue with adobe cc ... wtf happend?

          T
          thejoejay42Author
          Participating Frequently
          February 22, 2018

          adamg536836  wrote

          Super pathetic ... There is no solution. Same problems on clean windows 10 instalation. I even brought back to life my old pc which is Athlon Phenom II X4 955 BE and Gigabyte GeForce GTX 660 TI, 2GB DDR5 (192 Bit) ... same story .. there is some huge issue with adobe cc ... wtf happend?

          Welp, my next step was wiping and starting over again but clearly that isn't working. The worst part is that I think this bug was introduced with a recent update, I've never had any issues with CC/CS, licensing or anything up until now.

          I've since been messaged by an Adobe quality engineer and sent off a dump file for the Adobe Desktop Service/CC app crashing, so a fix (if any) is at least a few months away....

          T
          thejoejay42Author
          Participating Frequently
          February 20, 2018

          More threads here with similar issues:

          Back to square one with Adobe Desktop Service crash

          Creative Cloud apps stuck on login loop

          Creative Cloud Keeps Signing Me Out

          Re: CC will not stop logging me out!!! (Branched)

          CC will not stop logging me out!!!

          Creative Cloud launch problem - Adobe tech could not fix

          Creative Cloud App question

          Can't open any of my Creative Cloud applications

          This is literally me scrolling a few pages back through the Creative Cloud forums, a lot of people are experiencing similar licensing/activation problems with the CC Desktop app and/or CC syncing.

          kglad
          Community Expert
          kgladCommunity Expert
          Community Expert
          February 18, 2018

          there's something on your computer causing a problem (eg, av, cleaner etc).

          restart in safe mode and shutdown all non-os processes and open an adobe program.  confirm you can use beyond the 15-20 min.

          if you cannot, you have an os problem (or more likely you failed to shutdown the problematic program).

          if you can use beyond 15-20 min, restart processes until you find the culprit.

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          thejoejay42Author
          Participating Frequently
          February 19, 2018

          Hi kglad,

          I'll try that tonight and report back with what happens. The weird thing is that it wasn't even after a major update or installation to Windows - I use the suite every day.

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