Adobe CC 2019 stuck on welcome screen

[joaosp]

I've just updated my apps to the 2019 version of Creative Cloud, and I just started to see problems. When the app is opening, welcome screen is getting stuck, it's not loading anyway. I already tried to uninstall all my previous installations, run Adobe CC Cleaner, restarted my windows a lot of times, and then after installing adobe Creative Cloud app again and Illustrator, bingo, start screen is loading forever and ever.

See the image below, that's the only thing I see when I click to open Illustrator, but also is happening to Photoshop too.

Is that a bug or my windows installation could be corrupted? And, for the 2nd case, why the 2018 version was working fine?

[nitishagarwal123]

Hi,

Please reach out to me at nitiagar@adobe.com and see what we can do further.

Thanks

Nitish

[robertob21487108]

I tried so many things from the forums and it might help you or others while Adobe fixes the issue. You can disable the welcome screen in the preferences.

[porsa3idy]

Every new version of PS we find a problem and all we can do just waiting for new update

[sathiyendran17]

You will face the issue when you are sign out from the creative cloud app.

It works for AE and PS ....But not for PP..

[jakobp74438836]

I have the same issue since yesterday.

[Marrrius · Accepted solution]

I managed to solve this problem: just renamed one folder and... voila!

Follow these instructions and let us know, if it works for you, too!

C:\Users\'your user name'\AppData\Local\Temp

Delete what's in there (I just renamed the folder by adding "old" in the name's end)

[jakobp74438836]

Amazing, works for me too! Thanks

[cansad]

What folder are you renaming? the Temp folder or a folder within the Temp folder? I've got a TONNE of folders and files in the Temp folder.

I'm still running Windows 7 here at work, and not sure if that's part of the issue. My personal machine is running Windows 10 and I don't get the freeze up on the welcome screen.

I can hit the "X" on the welcome screen popup but then it just closes down InDesign.

I get the same issue with the freeze up on the welcome screen if I update Photoshop and Illustrator as well on my Windows 7 Machine.

Help!!

[freakeebeats]

Do you know if there's a way of doing this on a mac?

[Monika Gause]

freakeebeats  schrieb

Do you know if there's a way of doing this on a mac?

Please check if this helps you Re: White box after installation with nothing on it except for an X ( Trial Version)

(and the pages linked in it)

[keiths58372808]

Marrrius,

Many thanks for your very helpful suggestion.  I could NOT rename the Temp folder, but i could delete most of the contents and now Illustrator CC 2019 is no longer stuck on the Welcome Screen.

You would not believe the steps that tech support had me do and, then, when those steps did not work, wanted me to do.  I finally told the guy that he was making no sense and broke off the chat.

Until I used your fix, I had a workaround.  When using any computer, I always work as a USER and only log in as the ADMIN for installing programs (great way to reduce risks of secret malware installations).  Anyways, my problem with Illustrator CC 2019 did NOT occur when I was logged in as the ADMIN,  it only occurred when I was logged in as a USER.  So, I created a NEW user account and then was able to keep using Illustrator (and browse the Internet).  It was a bit awkward moving files around, but the workaround worked.

[NetHawk]

Great, that really did it! I just deleted the content of the temp folder. Some files couldn't be deleted, but it worked anyway. Thanks so much for posting this. This Illustrator behavior was totally annoying!

[sobank95812404]

I saw your replies and appreciate it but this procedure hasn't helped me at all