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Adobe Creative Cloud Desktop App Issues

This page can help address some common issues with the Adobe Creative Cloud application.
Administrator privileges will be needed to perform the fixes detailed on this page. If you do not have admin privileges, contact IT@VetMed.

You will also need to be able to see hidden files:

  • Windows:
    • Open a File Explorer window
    • Click on the View tab at the top
    • Click to the checkbox for Hidden items
  • macOS: 
    • Open a Finder window
    • Press Command + Shift + . (period/full stop).
You can click to expand the contents of the page below:

Apps tab is missing

The apps tab may not be visible if the update feature has been disabled, after applying updates to the Adobe Creative Cloud Desktop Application or any other Adobe Creative Cloud application. Since the tab is missing you cannot manage your Adobe apps from the Creative Cloud Desktop app. The missing tab may also prevent fonts from syncing.
If the Apps tab is not visible in your Adobe Creative Cloud Desktop Application, you can restore it by following this process.
First, make sure you can see all the hidden files and directories.

Windows
  1. Quit the Creative Cloud Desktop app.
  2. Browse to this location,
  3. C:\Program Files (x86)\Common Files\Adobe\OOBE\Configs
  4. These files may be hidden on your computer. You may need to enable your account to see hidden files.
  5. Edit XML file there and set the value to true
  6. Restart the computer

Mac

  1. Quit the Creative Cloud Desktop app.
  2. These files may be hidden on your computer. To navigate to a hidden folder, open the Finder application. Press Command + Shift + G to open a file search dialog and enter, for example, “~/Library/”. Finder opens the hidden folder. ***Make sure that you are searching under Macintosh HD and not Users, as you will not find the .xml file you are looking for***
  3. Browse to this location:

Macintosh HD/Library/Application Support/Adobe/OOBE/Configs

  1. Copy ServiceConfig.xml to the desktop
  2. Open the ServiceConfig.xml file you just copied in TextEdit
  3. On the Apple Menu bar, click Edit > Find > Find and Replace…
  4. Find all instances of the value “false” and replace with “true”; save and close the document
  5. Drag and drop the ServiceConfig.xml file you just edited from the desktop into the original location in the Configs folder and choose to “Replace” the existing document when prompted (you will be asked to enter admin credentials here)
  6. Restart the computer

No configs folder?

Sometimes the Configs does not get built. In that case, the instructions below should help. Admin privileges required.

Go through the steps in order and don't skip.
  1. This prevents problems with Acrobat if there is an older version installed on the computer:
    1. Download and run the Acrobat Cleaner Tool. Follow this link and choose AcroCleaner from the left side menu.
  2. Restart the computer.
  3. Sign out of the Creative Cloud Desktop App.
  4. Quit the Creative Cloud Desktop App.
  5. Download the appropriate Creative Cloud desktop package with Acrobat to reset the software CC Desktop software, and re-install the Acrobat application on the computer.
    1. Windows: http://dl.webstore.illinois.edu/temp/Adobe/SelfServiceCC_Acrobat_WIN_64.zip
    2. Mac: http://dl.webstore.illinois.edu/temp/Adobe/SelfServiceCC_Acrobat_MAC.zip
  6. Unzip the file.
    1. Windows: Go to the Acrobat folder, then the Build folder. Then run setup.exe
    2. Mac: Go to the Acrobat folder, then the Build folder. Then run Acrobat_Install.pkg
  7. Restart the computer again.
  8. Open the Creative Cloud Desktop application and sign in using your university-provided Adobe Enterprise ID. A list of apps should now appear in the Apps tab, with options to install, open, or update.

Creative Cloud Desktop App doesn't open, progress wheel just spins.

To fix this, delete the contents of the OOBE folder and relaunch the Creative Cloud desktop app

  1.     Quit the Creative Cloud desktop app from the gear icon in the upper-right corner.
  2.     Browse to the following location based on your operating system.
    1. Mac OS: /Users/<user folder>/Library/Application Support/Adobe/OOBE
      Note: The /Users/<user folder>/Library/ is hidden by default after 10.7. See the notes above about how to find these.
    2. Windows: C:\Users\<user folder>\AppData\Local\Adobe\OOBE
      Note: The AppData is hidden with Windows default settings. See the notes above about how to find these.
  3. Delete the entire contents of the OOBE folder.
  4. Restart the computer and launch the Creative Cloud desktop app again.

    Note: The app can take slightly longer than usual to load with this solution, as content in the OOBE folder is rebuilt after launch.

Information from [Link for document 73260 is unavailable at this time] 


Keywords:
adobe creative cloud photoshop acrobat illustrator premiere pro webstore 
Doc ID:
112706
Owned by:
Jeff F. in UI College of Veterinary Medicine
Created:
2021-07-28
Updated:
2023-02-07
Sites:
University of Illinois College of Veterinary Medicine
AV