What can I do if I am having trouble with the Adobe Creative Cloud Desktop App?

No Apps appear listed on the Apps Tab and you see a message, "You don't have access to manage apps."

You may see this if the Adobe Creative Cloud software has been installed on your computer by your IT Staff or if your computer is managed by your Departments IT staff. This behavior is expected when the package used for the installation has been set for IT to Manage the software on the computer. Please contact webstore@illinois.edu for a solution.
 

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

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


Mac

  • Quit the Creative Cloud Desktop app.
  • 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.
  • Browse to this location,
  • /Library/Application Support/Adobe/OOBE/Configs
  • Edit XML and set the value to true
  • Restart the computer

 

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

  •     Quit the Creative Cloud desktop app from the gear icon in the upper-right corner.
  •     Browse to the following location based on your operating system.

        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.
       

        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.

  •     Delete the entire contents of the OOBE folder.
  •     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.

Error message at Adobe.com when you try to install Adobe app.

You may see an error "Permission may be required" while trying to install Adobe apps from Adobe.com.

adobe perm

This will occur if there are any Adobe applications on your computer that have the Update feature disabled. If you already have the Adobe Creative Cloud Desktop app, you may see that the Apps tab is missing.

If so restore the apps tab.

Windows

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


Mac

 

  • Quit the Creative Cloud Desktop app.
  • 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.
  • Browse to this location,
  • /Library/Application Support/Adobe/OOBE/Configs
  • Edit XML and set the value to true
  • Restart the computer

 

Then do the following to restore the update feature.

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

  •     Quit the Creative Cloud desktop app from the gear icon in the upper-right corner.
  •     Browse to the following location based on your operating system.

        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.
       

        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.

  •     Delete the entire contents of the OOBE folder.
  •     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.

For further assistance email webstore@illinois.edu

 

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