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Creative Cloud Packager Blank Screen after Adobe ID Login

Explorer ,
Jul 10, 2013 Jul 10, 2013

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I have downloaded the creative cloud packager from the volume licensing website and gotten it installed.  After installation the packager runs and i am asked to login with my adobe ID.  I login using the same ID i used to download the packager that has access to all the licensing information for our organization.   I selected the enterprise/government login option.   Once i login, the cloud packager just sits at a blank white screen.  I left it up for hours the other day.   Any help would be appreciated.

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correct answers 1 Correct answer

Adobe Employee , Sep 27, 2013 Sep 27, 2013

I have just resolved this issue for another customer by following the steps in this knowledge base article:

http://helpx.adobe.com/creative-cloud/kb/blank-white-screen-ccp.html

Note that the offending special characters can be anywhere in your Adobe ID information, not just your email address/password, but your First Name, Last Name, Company Name, etc. We plan to fix this in a future release of the Packager but I have no timeline that I can share.

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Adobe Employee ,
Jul 15, 2013 Jul 15, 2013

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Hi SirMentos1701,

Welcome to the forums!

Please rename OOBE Folder from the following location

Windows: [System drive]:\Users\[user name]\AppData\Local\Adobe\OOBE


Mac OS: /Users/[user name]/Library/Application Support/Adobe/OOBE folder

After renaming the OOBE folder please restart the machine and then launch the application once again.

Thanks!

Ankit

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Community Beginner ,
Jul 22, 2013 Jul 22, 2013

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I am having the same issue, but renaming the folder did not work.  Any other suggestions?

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Explorer ,
Jul 22, 2013 Jul 22, 2013

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This actually didnt work for me either, but every time i tried to update the thread my browser wouldnt load the reply page.  Im still looking for an answer.

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Adobe Employee ,
Jul 23, 2013 Jul 23, 2013

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Hi,

We have actually found that there appears to be a bug when certain symbols are used in the Adobe ID or company name. Can you confirm if "&,<,>" are present in your Adobe ID and if so can you please remove and retry ?

Cheers

Karl

Product Manager | Enterprise IT Tools

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Explorer ,
Jul 23, 2013 Jul 23, 2013

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They are not present in my adobe ID, the only non Alpha characters in my ID are the "@" symbol and the "." as part of my email address.  I am not sure about my company name, where in my profile can i check that?

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Explorer ,
Jul 23, 2013 Jul 23, 2013

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I checked my profile for my Adobe ID, and the company name is blank.  Im not sure if i need to check the company name in the adobe licensing portal as well.

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Community Beginner ,
Jul 23, 2013 Jul 23, 2013

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I do not have any symbols in my Adobe ID or company name either.

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New Here ,
Apr 10, 2014 Apr 10, 2014

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I have windows 7, I can open my user name, but nowhere does it mention appdata/local/etc.. I cannot find the OOBE.

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New Here ,
Apr 29, 2015 Apr 29, 2015

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This solution solved my problem, first time.  Running: MAC OSX Yosemite 10.10.3

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Community Beginner ,
May 09, 2015 May 09, 2015

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Thanks Ankit, your fix worked perfectly (MacBook Pro running Yosemite 10.10.3)

Henry

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Contributor ,
Jun 10, 2015 Jun 10, 2015

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Followed these instructions (and every other excuse for a solution found here: Black Screen at Sign-in | Creative Cloud Desktop app) but to no avail.

Someone remind me why I'm paying for software that doesn't work and I can't use again...?!?!

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Participant ,
Aug 11, 2015 Aug 11, 2015

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It may be your Network Card Driver is incompatible with the Creative Cloud App. In My case the Creative Cloud App would log in but then only show a blank rectangle labeled "Creative Cloud. I had two multiple hour sessions with Adobe Tech Support trying all the stuff above while controlling my computer remotely to no avail.  

My solution:

I uninstalled my Windows 7 PCIe Realtek GBE Driver and installed the Realtek Windows 8.1 PCIe GBE Family Driver fixed everything, the flashing hourglass -gone, the Libraries module flashing -gone, Creative Cloud blank -now working. I was running Windows 7 Pro (64 bit) when this problem started month ago when I upgraded to Photoshop CC 2015 and the most recent version of CC app, I upgraded to Windows 10 pro (64 bit). The Windows 10 installed a NIC driver that slowed my Gigabit Ethernet card to 100mbs, so I downgraded to Windows 7 driver so problem persisted until I installed the Windows 8.1 drivers.

I don't know if this only applies to just the Windows 7 RealteK PCIe GBE Driver or if it applies to other operating systems and different ethernet chip manufacturers, but it does give you another avenue to explore.

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New Here ,
Jul 26, 2013 Jul 26, 2013

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Do you use a proxy server in your network? We do and if we use it we have the same result. The creative cloud does'nt seem to work with a proxy.

If we use a direct connection it works just fine. Only thing is our security policy does'nt allow that. So we can't use the Creative Cloud.

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Explorer ,
Jul 29, 2013 Jul 29, 2013

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so you're telling me that the creative cloud solution bought specifically for Government/Enterprise solution doesnt support a proxy server.  Something that i would guess every large enterprise and Government solition uses?  That sounds like a really crappy product design, especially since the AAMEE kit did work with a proxy.  Adobe needs to fix this quickly.

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Adobe Employee ,
Jul 29, 2013 Jul 29, 2013

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Hi

9.SirMentos1701,

Please attach the screenshot of the error.

Regards,

Romit Sinha

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Explorer ,
Jul 29, 2013 Jul 29, 2013

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This is all i get after logging in.  I've left it running for hours.  I have no special characters and yes, i am behind a proxy with no leeway to bypass the proxy.   As i said earlier, if this doesnt work through proxies, Adobe's claim of this being a government/enterprise solution are lies.

cloud packager.PNG

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Adobe Employee ,
Jul 29, 2013 Jul 29, 2013

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Please go to C/Program Files(X86)/Common Files/Adobe/OOBE/Pdap/CCP/CreativeCloudPackager-->Right Click and go to Properties/Details and let us know the version of CCP.

Regards,

Romit Sinha

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Explorer ,
Jul 30, 2013 Jul 30, 2013

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CCP version 1.2.0.4 still has the problem.  Previously i was at 1.1.0.2 i believe and i just updated it this morning.

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Adobe Employee ,
Jul 30, 2013 Jul 30, 2013

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Hi SirMentos,

Please go to C/User/User name/Appdata/Local/Adobe/OOBE/opm.db--> rename opm.db.old. Launch CCP and enter your credentials to sign in. Let us know if still you have the same issue.

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Explorer ,
Jul 30, 2013 Jul 30, 2013

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Tried that, no dice.  Still blank white screen

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Adobe Employee ,
Jul 30, 2013 Jul 30, 2013

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Do you have any previous version of Adobe software installed on your machine.

Regards,

Romit Sinha

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Explorer ,
Jul 30, 2013 Jul 30, 2013

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yes, i have aamee 3.0 and the cs 6.5 master collection installed.

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Adobe Employee ,
Jul 31, 2013 Jul 31, 2013

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Please go to Library/Application Support/Adobe/OOBE and ~/Library/Application Support/Adobe/OOBE and rename it to OOBE.old. Download and Install CCP and see whether it still gives you the same blank screen.

Regards,

Romit Sinha

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Explorer ,
Aug 01, 2013 Aug 01, 2013

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I am running on windows and have renamed the OOBE folder in my user profile APP Data to no avail.  It still fails.

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