Photoshop & Illustrator don't start due to PDApp freezing at launch in macOS Sierra 10.12.1

Report · Dec 14, 2016

Hi,

i have downloaded the Creative Cloud Manager weeks ago.
After a lot of problems trying to make it works (it was constantly showing a spinning progress wheel in the application windows.. after hours and hours it seems to be only a permission issue cause now it works quite normal) now i have two new problems and i really appreciate if someone can help me.

I'm running masOS Sierra 10.12.1 on macbook pro on a MacBook Pro (Retina, 15-inch, Mid 2014) 2,2 GHz Intel Core i7.

I downloaded from the Creative Cloud Manager two apps, Illustrator and Photoshop CC 2017.

Now, when i was trying to start Illustrator the first 5 times it was freezing at launch during the "initializing..".
I tried to launch the app pressing "cmd"+Illustrator but it told me that there was not a solution at the issue.

After those attempts, i tried to download Photoshop to see if there were issue also with that.
With Photoshop, at the start it loads directly another app, PDApp, that freeze immediately.

Now also when i launch Illustrator, pressing or not the "cmd" button, the PDApp launch and freeze. Visually, it seems that this app overcome the launch of the others in the Dock.

In the PDApp.log file, it says this:

12/14/16 15:55:41:650 | [WARN] | | ASU | ProvSwitcher | ProvSwitcher | | | 240442 | Unable to fetch AppSerialNumber from amtLib xml file. Unable to check for ProductInfo mapping!

12/14/16 15:55:41:651 | [WARN] | | ASU | ProvSwitcher | ProvSwitcher | | | 240442 | Dynamic XML Not Found

12/14/16 15:55:41:651 | [ERROR] | | ASU | ProvSwitcher | ProvSwitcher | | | 240442 | Recieved empty serial number, returning false

12/14/16 15:55:41:651 | [ERROR] | | ASU | ProvSwitcher | ProvSwitcher | | | 240442 | Product not running under subscription

And it is quite strange as the softwares are directly downloaded from your Creative Cloud Manager.

I would really appreciate if there will be a solution to make your softwares running on my Mac, so I would be sure i can buy them.

Hope somebody can help me.

Report · Dec 14, 2016

uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app using an admin account, https://creative.adobe.com/products/creative-cloud.

use the desktop app to install your cc programs/trials

Report · Dec 15, 2016

Hi,
I did everything in the links you shared.

Now I downloaded Photoshop. When I open it, also the PDApp starts and immediately freeze. I force quit PDApp. Differently from before Photoshop "loads" but then it doesn't work..I can change the Photoshop workspace but then if i try to open an image nothing happens and if i try to create a new document Photoshop freeze and i have to force quit. It happens the same if I try to open Photoshop without internet connection.

What I have to do?

Report · Dec 15, 2016

did you install the cc desktop app without problem?

if yes, did you use the cc desktop app to install ps without problem?

if yes, attach a screenshot of the error when you open ps.

Report · Dec 15, 2016

Yes I installed the cc desktop app without problems.

Then I installed PS using the desktop app without problems.

Then I started PS using the desktop app, and it started as described. It launch simultaneously also the PDApp which freeze instantly.
Same problem with Illustrator, which freezes at the initializing.

This is the video showing both errors:

Report · Dec 15, 2016

allow more time for them to start.

Report · Dec 16, 2016

Photoshop works like that even after 20 minutes.
Illustrator doesn't start even if I left him there "inizializing.."

Report · Dec 16, 2016

reset your preferences -

acrobat: https://forums.adobe.com/thread/1595848?start=0&tstart=0

adobe media encoder: https://forums.adobe.com/thread/1713540

after effects: http://helpx.adobe.com/after-effects/using/preferences.html

audition: https://forums.adobe.com/thread/1079494

bridge: https://helpx.adobe.com/bridge/kb/troubleshoot-errors-freezes-bridge-windows.html

dreamweaver: https://helpx.adobe.com/dreamweaver/kb/restore-preferences-dreamweaver-cs6-cc.html

flash: http://helpx.adobe.com/flash/kb/re-create-preferences-flash-professional.html (or remove Win: C:\Users\<username>\AppData\Local\Adobe\Animate CC 2017\ and C\Users\<username>\AppData\Roaming\Adobe\Animate\2017\ :: Mac: /Users/<username>/Library/Application Support/Adobe/Animate CC 2017/ and /Users/<username>/Library/Preferences/Adobe/Animate/2017/)

fireworks: https://helpx.adobe.com/fireworks/kb/restore-preferences-fireworks-cs5.html

illustrator: http://helpx.adobe.com/illustrator/using/setting-preferences.html

incopy: https://forums.adobe.com/thread/526990

indesign: https://forums.adobe.com/thread/526990

lightroom: https://helpx.adobe.com/lightroom/help/setting-preferences-lightroom.html

muse: https://forums.adobe.com/thread/1127564 (message 7)

photoshop: https://forums.adobe.com/thread/375776

photoshop elements: https://helpx.adobe.com/photoshop-elements/kb/preference-file-locations-photoshop-elements.html, http://www.photokaboom.com/photography/learn/Photoshop_Elements/troubleshooting/1_delete_preferences...

prelude: https://helpx.adobe.com/prelude/using/prelude-set-preferences.html

premiere elements: https://helpx.adobe.com/photoshop-elements/kb/preference-file-locations-photoshop-elements.html

premiere pro: http://www.mediacollege.com/adobe/premiere/pro/troubleshooter/trash-preferences.html

if that fails, uninstall, clean (http://www.adobe.com/support/contact/cscleanertool.html) and reinstall