12 Replies Latest reply: Oct 31, 2014 4:30 PM by David__B

Just Installed CC - Apps screen won't load

EmBrookeMd Oct 6, 2014 9:56 AM

I just downloaded CC, and I want to install Photoshop and Lightroom, but I can't even get the app screen to open. It just keeps loading. I have tried restarting and accessing the downloads through the website, and the same thing happens. It just keeps showing the circular loading icon. Help, please!Just

1. Re: Just Installed CC - Apps screen won't load

John T Smith Oct 6, 2014 10:55 AM (in response to EmBrookeMd)

Mac Spinning Wheel https://forums.adobe.com/message/5470608
-Similar in Windows https://forums.adobe.com/message/5853430
or
A chat session where an agent may remotely look inside your computer may help
Creative Cloud chat support (all Creative Cloud customer service issues)
http://helpx.adobe.com/x-productkb/global/service-ccm.html
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2. Re: Just Installed CC - Apps screen won't load

EmBrookeMd Oct 6, 2014 11:00 AM (in response to John T Smith)

I have found this same "solution" through searching, but they all instruct me to find and rename the opm.db file, but when I go to the folder as directed, there is not file there, only another folder called "PDApp." What now?
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3. Re: Just Installed CC - Apps screen won't load

Rajshree Oct 6, 2014 11:28 AM (in response to EmBrookeMd)
Few other point of reference are :
Problems with Creative Cloud (apps not starting)
Re: Creative Cloud App Won't Install CC Apps or Update CS6 Apps
Troubleshoot CCM Applet installation and download

In case the issue is not resolved, please contact Adobe Support via http://adobe.ly/yxj0t6

Regards
Rajshree
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4. Re: Just Installed CC - Apps screen won't load

EmBrookeMd Oct 6, 2014 12:45 PM (in response to Rajshree)

I have tried every "solution" listed here, along with others I have found through search. I have uninstalled & reinstalled, restarted, etc. None of it works. I have tried contacting Adobe Support chat, and received a response that Chat was closed at this time. What on earth do I do now? I was excited to use CC, but I am now considering canceling my subscription, which is a shame since I was never even able to use it. Furthermore, reposes only linking me to other forum comment strings are largely unhelpful, as even those have a large number of responses from customers stating the "fixes" haven't worked for them, either. Seems that this is a common issue, and it's a shame that there isn't a better response to it. I have already wasted, literally, hours of my time, trying to troubleshoot an issue, and have been unable to do my job all day because of it. I hope CS will be back on the market before long. This is ridiculous!
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5. Re: Just Installed CC - Apps screen won't load

dmcnickle Oct 6, 2014 2:21 PM (in response to EmBrookeMd)

I am having the same problem you are. I tried everything the forum and support posts suggested with no solution. I can't even get the Creative Cloud app to quit. "Quit" is greyed out. It is not listed in a force quit situation and if I restart it starts back up again, even though I uncheck "launch at login" in the Creative Cloud preference. I have the latest version of Mac OS, Creative Cloud app and do not have any weird extensions installed.
I just subscribed today and it is not looking like a very good decision.
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6. Re: Just Installed CC - Apps screen won't load

EmBrookeMd Oct 6, 2014 3:11 PM (in response to dmcnickle)

I just spent the past 3 hours or so being connected remotely to an Adobe Chat Support person, and they tried everything to get it to work, including creating an entirely new administrative account for the computer. Nothing got it to work, and the issue was forwarded to a support team. Soooo, 6+ hours today spent attempting to resolve a problem for a program I was basically forced to buy (as you can no longer purchase CS) & that I was never even able to use. But that subscription money came out of my account right away. I'm incredibly frustrated and unhappy, and have lost an entire day's work (if not more). Looks like I will be limping along with Elements from here on out until this program is actually ready to be in use by the public. Huge fail, Adobe. Monumental.
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7. Re: Just Installed CC - Apps screen won't load

jennburnett Oct 6, 2014 3:59 PM (in response to dmcnickle)

I am having this exact issue right now as well. Have followed all the troubleshooting protocols and "quit" is still greyed out for me as well. This is a prime example of why a cloud based software causes so much trouble. Very disappointed.
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8. Re: Just Installed CC - Apps screen won't load

jvonhandorf Oct 6, 2014 5:05 PM (in response to EmBrookeMd)

I'm having the same issue as everyone above. After hours of research and trying everything suggested I spent 3 hours in chat with tech support—2 of those hours the tech was remotely accessing my computer... and still no answers. The guy was nice enough but he basically just did everything that's been suggested on the forums that I already tried. My issue has been "escalated" (sigh). Now I'm waiting for someone from Adobe to contact me.

I just subscribed to CC today and I see this issue has been all over the forums going back to at least 2013 with many people saying nothing fixes the problem. Big fail, Adobe. This is what we get when there's a monopoly, folks. Poor service and products that don't work.
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9. Re: Just Installed CC - Apps screen won't load

EmBrookeMd Oct 7, 2014 6:00 AM (in response to jvonhandorf)

That is exactly what happened to me. What's your over/under on how long it takes for our "escalated" issue to be responded to & whether or not it will actually be resolved? I'm guessing about a week, and that will only be a blanket response of incompatibility or something (despite Mavericks supposed compatibility).
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10. Re: Just Installed CC - Apps screen won't load

teedoe Oct 7, 2014 8:06 AM (in response to EmBrookeMd)

I had this issue and called tech support. Here is what eventually worked for my situation.

Force Quit all the Creative Cloud apps first with Activity Monitor
Uninstall CC for desktop

Renaming AAMUpdater folder in Library>Application Support>Adobe>AAMUpdater (put .old at end of name)
Renaming OOBE folder in Library>Application Support>Adobe>OOBE (put .old at end of name)

Renaming Adobe Application Manager folder in User>Library>Application Support>Adobe>AdobeApplicationManager (put .old at end of name)
Renaming OOBE folder in User>Library>Application Support>Adobe>Adobe>OOBE (put .old at end of name)

Also deleted these folders in the process: Adobe Application Manager, Adobe Creative Cloud, OOBE ( would tell you where they were located but they are in my trash now and I am afraid if I put them back it will mess Creative Cloud up)

Running CC Cleaner: Use the CC Cleaner Tool to solve installation problems | CC, CS3-CS6
Remove everything you do not use. I only left CS5 (still installed on my machine).

Reinstall Creative Cloud
That is what worked for me. Hope it helps. I am running OS X 10.9.5
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11. Re: Just Installed CC - Apps screen won't load

bitethebicky Oct 7, 2014 9:16 AM (in response to EmBrookeMd)

easy,

1. Force Quit the Creative Cloud apps first with Activity Monitor called "Creative Cloud.exe"
2. open my computer and replace the address with: c:\users\name of your computer\AppData\Local\Adobe\OOBE
3. rename the opm file to opm-old

open creative cloud for desktop, it will ask you to sign in again. and will create a new opm file.
creative cloud now works fine
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12. Re: Just Installed CC - Apps screen won't load

David__B Oct 31, 2014 4:30 PM (in response to EmBrookeMd)

We also have this document that addresses this issue: App doesn’t open | Progress wheel spins continually
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