Creative Cloud desktop app crashes immediately after launch after updating

[Raymond Cripps]

The Creative Cloud desktop app instantly crashes when I launch it. This started occurring after the 5.7.0.1307 update. The first time it crashed, error reporter opened saying "Sorry, an error occurred. Creative Cloud has encountered a problem and needs to close". After subsequent launches, the error reporter no longer opens and the app continues to crash instantly on launch. I've tried re-installing it several times. When I download the Creative Cloud desktop app from the website, it downloads version 5.6.5.58, which launches fine, however the app doesn't let me do anything unless I update it. After I let it update, the desktop app crashes instantly when it launches.

I've tried:

• following all steps in this guide - Creative Cloud desktop app closes immediately after launch;
• uninstalling the desktop app using the uninstaller tool, rebooting, then re-downloading and re-installing the Creative Cloud desktop app;
• updating Windows;
• repairing all of my Microsoft Visual C++ Redistributable installs;
• updating my NVIDIA graphics driver;
• running the Adobe Cleaner Tool and rebooting;
• emptying my media cache;
• booting Windows in safe mode and launching the Creative Cloud desktop app. Still crashes;
• manually deleting the desktop app install as described in this post (including deleting the OOBE folder in all locations), running the Adobe Cleaner tool and rebooting

None of the above have worked.

Specs

Operating System: Microsoft Windows 10 Home (64-bit) Version 10.0.19044 Build 19044
Processor: Intel Core i7-7700K @ 4.20 GHz
Graphics: NVIDIA GeForce RTX 2070 8 GB
Memory: 32 GB

[Peru Bob]

Have you checked Event Viewer?

[Raymond Cripps · Accepted solution]

Thank you for the response. I tried re-installing the desktop app again today before checking Event Viewer, and could not find any logs from opening the application. However, I was able to find a log from a few days ago when this error started occuring, and it read as follows:

Faulting application name: Creative Cloud.exe, version: 5.7.0.1307, time stamp: 0x62528393
Faulting module name: vulkan-1.dll, version: 0.0.0.0, time stamp: 0x615e3a26
Exception code: 0xc0000005
Fault offset: 0x0000000000010d5b
Faulting process ID: 0x1d0c
Faulting application start time: 0x01d850c9580d64bb
Faulting application path: C:\Program Files\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe
Faulting module path: C:\Program Files\Common Files\Adobe\Adobe Desktop Common\CEF\vulkan-1.dll
Report ID: c83c21b3-d8fe-453b-87a1-3a893f328452
Faulting package full name: 
Faulting package-relative application ID: 

I have not been able to find any information about this specific error online, although it seems that others have experienced similar problems in the past with reference to different .dll files with different Adobe products.

I looked to the file mentioned in the log that was faulting, and it seemed odd to me that it was named vulkan-1.dll. I re-named the file to vulkan.dll, and it seems to have fixed the issue.

[Kevin2302538809n9]

I was about to go crazy and this vulkan.dll thing fixed the issue, thank you so much!!!!!

[JustRight]

Many thanks for reporting this error.  I was struggling to get Creative Cloud working and your discovery of the vulkan-1.dll problem fixed the issue for me as well.  Thanks so much!!!!!