Muse launch failing on Windows 10

[shannonw30766128]

Windows 10. Yes, my brand new laptop meets all the specs. Yes, I own it. Yes, I'm self-employed. Yes, I have full administrator privileges.

Downloaded Muse.

Installed Muse.

Tried to launch.

Every time, doesn't make it past the launch screen and fails/quits.

Uninstalled.

Reinstalled.

Uninstalled.

Tried older versions.

They don't work either.

All other Adobe apps working.

Have tried to chat in to Adobe Tech Support twice and lost an entire work day stuck on chat.

Still not resolved.

I am techy. Please feel free to throw techy solutions at me.

However, I am also a hardcore multi-tasker. I am not a fan of solutions like "try another device" or "try creating a separate user account exclusively for this app".

Please help!

[Ussnorway]

first step is confirm you have it installed;

is the Adobe cc app running?

right click the Muse icon, select "properites" and then 'details'... does it say Administrators in the owner?

I assume the above is true so lets look at the point of error

shannonw30766128  wrote

Every time, doesn't make it past the launch screen and fails/quits.

the launch screen is the cat (puppy for prerelease) so that works?

the next screen is the basic work ui... you never get to this point?

p.s, a new Windows system will block the internet by default and Muse | Dreamweaver needs permission to get pass the firewall... if you are running some 3rd party antivirus then that may be the bottleneck

[shannonw30766128]

My view is different from yours:

Under Compatibility, I can choose to run as administrator or not run as administrator. Fails in both scenarios.

No third party antivirus software.

Here are visuals of what happens ---

Double click, starts to load...

Get your hopes up...

Start cursing...

I am going to investigate the internet access part now...

Thank you for trying to help me troubleshoot this, Ussnorway​

[Ussnorway]

shannonw30766128  wrote

My view is different from yours:

I used a shortcut to the muse file is why

please confirm you have the Adobe cc app running

does your system have more than one g-card... common in intel laptops, if so right click the muse exe and select run with the better one of the g-cards to test

is there anything odd about this system i.e, its not inside a vmware | hyper-v or running behind a proxy server... run a "dxdiag" to test the system for ram | g-card errors

[shannonw30766128]

Follow up, I've gone in now and manually verified all of the firewall and internet access specs...

[shannonw30766128]

Ussnorway​

Yes, Adobe Creative Cloud is open and running.

Two things I've found that are of interest:

1. The Muse certificate is valid from 2015-11-05 to 2017-10-28. While I have opened the security permissions pretty widely for Muse, I'm wondering if the system is not happy with the expired certificate.

2. When I do dxdiag, there are no concerns. When I go in through the control panel to review the graphics info, I can't click on adapter info to get into detailed information.

3. Also, I am working off Windows 10, 64 bit. Is there any possibility there's something weird going on with regards to 64 bit/32 bit?

4. To confirm, every single other Adobe CC app is working with no issues. Only Adobe Muse is not working. Adobe Dreamweaver is working.

[Preran]

Can you try Ankush's solution and let us know if it helped?

Thanks,

Preran

[shannonw30766128]

@Preran, @Ankush's solution did not solve the problem.

[Ussnorway]

is the 3d in Photoshop working for you?

[Preran]

Thank you for trying. If you are still looking for help, please send me your Adobe ID, location, and phone number over a private message. We will get in touch with you for investigation. To send a private message, click my picture and use the Message button.

Thanks,

Preran

[shannonw30766128]

Actually, I was wrong. Just discovered another one that's not working. Adobe Animate CC.

[ankushr40215001]

Hey shannonw,

The best I can recommend you now is creating a new user account in Windows and set it as administrator.

Uninstall your affected apps and reinstall in this new user account.

Any issue with permissions will be eliminated by this step.

Regards,

Ankush