New updates for adobe apps not working

[Kelly5DC5]

Hello, I just updated all of my adobe apps (photoshop, illustrator, indesign, etc) and when I open them indivdually the main home page is blank, there are no tools unless I actively open a workspace, and I can't open a new document. I can open saved documents but I am afraid to be forced to save those in the new version so I don't want to open them. Just wanted to see if others are having the same issue. I need to get work done and this is hindering my job. Cheers!

[Abhishek Rao]

Hi @Kelly5DC5,

Thank you for sharing your concern, and I'm sorry to hear about the trouble you're experiencing after updating your Adobe apps. To help pinpoint the issue and provide a solution, could you please share the following details:

- A screen recording of your workflow demonstrating the blank home pages, missing tools, and any issues when trying to open or create a new document.
- Your operating system and version.

This information will help us understand the behavior and find a fix more effectively. We appreciate your patience and look forward to your response!

Best,  
Abhishek Rao

[Kelly5DC5]

Thank you for the response. The screenshot below is all I see when I open the newly updated software (Illustrator, InDesign, Photoshop, Premiere). Everything is blank and the “home” icon in AI is grayed out (there others don’t show a home icon).

If I select File < New File, nothing happens. But if I open a saved document, it works.

If I go to Window < Workspace < and choose an option, I get all of the tools to show.

Here are the stats on my system (it is older but not that old)

Should I try to uninstall and re-install?

Thanks, Kelly

[Abhishek Rao]

Hi @Kelly5DC5,

Thank you for the detailed information and screenshots; they’re really helpful. It seems there could be a couple of underlying issues affecting the home screen display and new document creation across multiple Adobe apps.

Before proceeding with a reinstallation, I recommend trying the following troubleshooting steps:

1. Clear Cache and Preferences: https://adobe.ly/48LBlqQ

   - For each app, try resetting the preferences by holding down Shift + Option + Command (Mac) or Shift + Ctrl + Alt (Windows) while launching the application. Confirm the prompt to reset preferences. Reference:
   - Clear any cached data that might be affecting the UI display.

2. Sign Out and Back In:
   - Sign out of your Adobe Creative Cloud account and restart your computer. Sign back in to see if the home screen and tools return to normal.

If the problem persists after these steps, please let me know, and we can look into more solutions.

Thanks for your patience, Kelly. I hope these steps help, and I’m here to assist further if needed!

Best,
Abhishek Rao

[Kelly5DC5]

Hello Abhishek, thanks but none of those steps were able to resolve the problem. The screen just stays blank at start-up. When holding down the key code during installation, I never got a prompt either. I could go into the preferences tab (edit > preference > general) and select edit preferences on quit, but nothing changed. I did disk clean on my computer and I deleted the version folder in both preferences and cache. I signed out of creative cloud and signed back in several times. I am mainly trying to resolve in InDesign, I figure if I get that one fixed I can use same method for the others. Any other ideas? Kelly

[Abhishek Rao]

Hello @Kelly5DC5,

Thank you for your response and for providing more details. Since the initial troubleshooting steps didn’t resolve the issue, I recommend trying the following additional steps to resolve the blank screen issue:

1. Close all Adobe apps, including the Creative Cloud desktop app.
2. Navigate to the following folder location:
   - Mac: ~/Library/Caches/Adobe/CCX Welcome folder
   - Windows: %userprofile%\AppData\Roaming\Adobe\CCX Welcome\
3. Locate the folder named 'CCX Welcome' and rename it to 'CCX Welcome.old'.
4. Relaunch the Creative Cloud desktop app and reopen InDesign, Photoshop, and Illustrator.

This should help reset the necessary data for these apps, and I hope it resolves the issue you're facing.

Let me know if that helps or if you need further assistance.

Best,  
Abhishek Rao

[Kelly5DC5]

Hi Abhishek,

I tried the steps you suggested and it will not let me rename the file (see image below). That was also the only file I see with that name (nothing similar within the folder highlighted). 

I see muiltiple version folders, should I delete all of those for each application. I don't really need to save any preferences.

Would it be a bad thing to just uninstall and try installing again.

Thanks for your help, Kelly

[Abhishek Rao]

Hi @Kelly5DC5,

Thank you for sharing the details and screenshots.

Yes, you can uninstall the entire Creative Cloud using the Creative Cloud Cleaner Tool and then reinstall it. This tool helps ensure a complete removal, which might resolve any remaining issues. However, before going that route, let’s make sure we’ve tried everything:

1. Confirm All Adobe Applications are Closed: Double-check that all Adobe apps, including the Creative Cloud desktop app, are completely closed. On Windows, you can verify this in the Task Manager (press Ctrl+Shift+Esc) to ensure no Adobe processes are running.

2. Try Renaming the Folder Again: Once all apps are confirmed closed, attempt to rename the CCX Welcome folder to CCX Welcome.old. 

3. If you still encounter an error, it could be due to folder permissions. You might try running the Creative Cloud desktop app with administrator privileges and then check if the issue persists.

If these steps don’t work, then a clean reinstallation using the Creative Cloud Cleaner Tool would be a good next step. Reference: https://adobe.ly/3O6rBy6
Let me know how it goes, and if you need further guidance with the Cleaner Tool, I’m here to help!

Best,  
Abhishek Rao

[Kelly5DC5 · Accepted solution]

Thanks again, I tried everything except the Cleaner Tool, I'm not really what one would call an expert so I'm a little fearful of that step. I did however find the following adivise. Go to Program Files < Common Files < Adobe < UXP. Then I renamed UXP to UXP.old and it seemed to fix it. Does that sound like a reasonable things to do? Kelly

[Abhishek Rao]

Hi @Kelly5DC5,

Thank you for the update!

Renaming the UXP folder to UXP.old sounds like a reasonable approach, and it's great to hear that it worked for you. The UXP folder is related to the Adobe experience, and sometimes renaming it can help resolve certain issues by forcing the system to recreate it with default settings.

If everything seems to be working well now, then you may not need to proceed with the Creative Cloud Cleaner Tool. However, if you encounter any further issues, feel free to reach out, and we can proceed with a more thorough cleanup if necessary.

I'm glad to hear you've found a solution that works for you, and don't hesitate to contact me if you need any additional help!

Best,
Abhishek Rao  

[SWagnerPhoto]

I had a similar issue in that all my image file numbers & color files selected vanished as well.
I thought the updating process would happen automatically, yet that so-called "scheduled update"
never happened.

[Robert at ID-Tasker]

@SWagnerPhoto

Unfortunately, it's BEST to turn OFF automatic updates - and initiate them manually ONLY after 3rd or 4th minor update 😉 if not even stay one major version behind 😉