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Adobe Suite 2017 Freeze iMAC (Sierra 10.12.4)

Guest
Apr 11, 2017 Apr 11, 2017

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Hello guys,

We are working on iMAC with MacOS Sierra version 10.12.4. We update to the last version of Adobe Suite (2017) : mainly use Adobe Photoshop, Illustrator and Indisign. Since the OS update, everytime  we open or use one the application, the iMAC completely freeze.

We have checked for updates (Apple and Adobe both side).

Does anyone encountered the same issue ?

Thank you

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correct answers 1 Correct answer

Adobe Employee , Apr 13, 2017 Apr 13, 2017

In addition to the suggestions from Kglad, another good test is to try creating a new administrator account on the mac and see if you encounter the same issue when attempting to launch the apps from there. Sometimes when upgrading your Mac OS, user permissions for products which were already installed become damaged or set incorrectly.

Please see this article for more information:
Troubleshoot unexpected behavior in specific user account | Mac OS

This is also a good resource for best practices to k

...

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Adobe
Community Expert ,
Apr 11, 2017 Apr 11, 2017

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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, https://creative.adobe.com/products/creative-cloud.

use the desktop app to install your cc programs/trials

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Community Beginner ,
Apr 12, 2017 Apr 12, 2017

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what are the trials? will those not be the complete programs?

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Community Expert ,
Apr 13, 2017 Apr 13, 2017

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adobe trials are time-limited full programs.  they all activate to non-trials with a serial number or with a cc sign-in.

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Community Beginner ,
Apr 12, 2017 Apr 12, 2017

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it is not an Apple issue I just finished chatting with them, it is an Adobe issue they need to release an update to be compatible with Sierra 10.12.4 hopefully soon since this is the reason I just purchased a new Mac to use the latest Adobe Creative!!

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Guest
Apr 13, 2017 Apr 13, 2017

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Thank you so much for your answer.

I spent so much time looking for a fix. We just need to wait then : )

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Community Beginner ,
Apr 13, 2017 Apr 13, 2017

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sounds like it! But I hope Adobe fixes it soon since it it becoming very annoying!!!!

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Adobe Employee ,
Apr 13, 2017 Apr 13, 2017

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In addition to the suggestions from Kglad, another good test is to try creating a new administrator account on the mac and see if you encounter the same issue when attempting to launch the apps from there. Sometimes when upgrading your Mac OS, user permissions for products which were already installed become damaged or set incorrectly.

Please see this article for more information:
Troubleshoot unexpected behavior in specific user account | Mac OS

This is also a good resource for best practices to keep in mind when upgrading your OS

Creative Cloud application, update, best practices, avoid disruption, smooth upgrade

Best,

Dave

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Community Beginner ,
Apr 13, 2017 Apr 13, 2017

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turning off the GPU performance in InDesign and Illustrator is the temporary fix until Adobe releases a fix, once the GPU is turned off I have not had and freezes!

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Community Beginner ,
Apr 17, 2017 Apr 17, 2017

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How do I turn off GPU?

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Community Expert ,
Apr 17, 2017 Apr 17, 2017

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which program?

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Community Beginner ,
Apr 17, 2017 Apr 17, 2017

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Photoshop. I tried all the steps you already suggested, and they don't work.

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Community Expert ,
Apr 17, 2017 Apr 17, 2017

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Community Beginner ,
Apr 17, 2017 Apr 17, 2017

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Sorry, these "solutions" do not work-- I was on an online chat and then on the phone with Adobe representatives who walked me through all of this, and it didn't accomplish a thing. The guy ended up claiming I just didn't have enough memory on my brand-new laptop, which is bullshit. Adobe needs to address this issue asap!

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New Here ,
Apr 13, 2017 Apr 13, 2017

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I'm having this issue too although I'm not using a MacBook, I'm using a Lonovo laptop. The trials worked fine and now I've bought a month's membership, all the apps are glitching and freezing and crashing - it's ridiculous. I need to do work and I can't. I might have to cancel this membership if it isn't fixed soon. I wish there was a number to call.

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Community Expert ,
Apr 13, 2017 Apr 13, 2017

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using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'still need help', http://helpx.adobe.com/x-productkb/global/service-ccm.html

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Community Beginner ,
Apr 19, 2017 Apr 19, 2017

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Why has this been marked as answered? A lot of us have posted have questions here that have not been answered. Staff members' comments are marked as "correct answer" even though we the users are saying that these "solutions" do not help. We have surmised that Adobe has a compatibility issue with the latest Mac OS, yet no one from Adobe has here acknowledged that. What's going on?

I'm extremely disappointed. I have used Adobe products for years and was looking forward to buying Photoshop 2017. But considering that the trial version doesn't work, and Adobe refuses to respond to these issues, I guess I will have to look into your competitors' products, and I will encourage friends and colleagues to do the same.

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New Here ,
Apr 29, 2017 Apr 29, 2017

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Same problem, the only app that works is audition, Adobe has a huge problem with Sierra. I can't use anything

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Participant ,
May 08, 2017 May 08, 2017

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I have a brand new iMac and have been encountering occasional crashes too, and it seems related to Photoshop.

I use PS every day, and my computer was crashing every day or two. I had noticed a weird flicker -- like an instantaneous screen-refresh -- that happens a couple of times a few minutes prior to a full-blown crash, and seems to only happen when PS is open. I became suspicious, and started exiting PS while away from the computer. Since I started doing that, my machine has been running for nearly 4 days so far with no crash -- a new record for me.

I will try a clean install of the entire suite and see what happens.

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Participant ,
May 11, 2017 May 11, 2017

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Quick follow-up to my post: my uptime lasted 7 days, by never leaving Photoshop open when not in use. However, today I crashed while working in Photoshop.

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