Confused, Since last CC app Update Core Sync continually stops working.

Hi Brian,

Could you please try uninstalling the CC Desktop apps and delete this folder.

Windows:

C:\Users\abhijiku\AppData\Roaming\Adobe

Once done please reinstall CC Desktop apps and try using the Sync feature. Please let us know if it helps.

Regards,

Abhijit

Hi Brian,

I am sorry to hear that the steps did not work well.Could you please try creating a new Admin User account and check whether the Sync feature is working properly or not.

Regards,

Abhijit

Can you please contact someone on the development team and I suppose someone from public relations, and get a statement about what is actually being done to find the cause of this crashing issue?

It is unacceptable for Adobe to keep asking users to reinstall applications and to create new administrative users (Adobe apps should not require administrator privileges at all in the first place) everytime a crash report is made.

Brian of SummaeStudios I am sorry you have been facing difficulties with the Core Sync process crashing on your Windows 7 computer.  I do see that you have been in contact with our support team under case number 185024638.  I have requested a member of our support team to contact you directly to work with you to resolve your difficulties.  Please let me know if you continue to experience difficulties.

I have the same problem, on a Windows 7 Pro computer (Dell Vostro 64-bit)

Description:

I updated Adobe Creative Cloud application, then some of the Adobe applications, about three days ago.

Since that time, I get a "Core Sync crashed" Windows error message box about once every hour.

Below is the Windows-supplied diagnostic (in french)

Please do something.

It is unacceptable from a decent software company to 1-deliver untested software 2-let users in the dark.

----------------------------------------------------------------------

Signature du problème :

  Nom d’événement de problème:          APPCRASH

  Nom de l’application:          CoreSync.exe

  Version de l’application:          1.1.3.24

  Horodatage de l’application:          52aaef95

  Nom du module par défaut:          ntdll.dll

  Version du module par défaut:          6.1.7601.18247

  Horodateur du module par défaut:          521ea8e7

  Code de l’exception:          c0000005

  Décalage de l’exception:          00097114

  Version du système:          6.1.7601.2.1.0.256.48

  Identificateur de paramètres régionaux:          1036

  Information supplémentaire n° 1:          a7aa

  Information supplémentaire n° 2:          a7aa91f17ea749d42a4de3b390fa5b3d

  Information supplémentaire n° 3:          a7aa

  Information supplémentaire n° 4:          a7aa91f17ea749d42a4de3b390fa5b3d

Lire notre déclaration de confidentialité en ligne :

  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x040c

Si la déclaration de confidentialité en ligne n’est pas disponible, lisez la version hors connexion :

  C:\Windows\system32\fr-FR\erofflps.txt

----------------------------------------------------------------------

Update: I have found a log file, that seems to have been created at the time of ACC update. Log file path is C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\customhook\CoreSyncInstall.log. ---[Begin]--- -install Running in Update mode Install path given: 001CF4D0 Install path exists! Installing application Running on 64 bit machine! 008F3FC0Script run successful.Locale setting script succeeded! 00EC57E8Script run successful.Registry set script succeeded! Wait for explorer restart process timed out! ---[End]---

===========================================

UPDATE 2:

I have been able to capture an internal snapshot of the crash, using Visual C 2008 debugger (installed on my machine). This trace should help your developers.

Attached is a screen snapshot.

Please don't hesitate to ask if you need more information.

============================================

Hi Brian,

I dropped you a private message to help progress this issue.  Please get in touch with me at your convenience.

Brian of SummaeStudios I am sorry you are continuing to face CoreSync errors.  I do see that you did update case 185024638.  I have also submitted a request that a member of our support team contact you directly to evaluate your current situation and error conditions.

Bbonnefont and Brian of SummaeStudios, I have sent you PMs.

I seem to be having this same problem as well.  Pretty much identical to what Brian of SummaeStudios has reported.

I also have seen the message that Destiller can't start because another copy of it is running when rebooting.  The message was appearing a few times before I started to see the recent CoreSync crashes.  The CoreSync crashes happen on and off throughout the day.  I've turned off the fileing syncing hoping that will help but given what I read above I doubt it will make any difference.  (as I write this Core Sync just crashed again, so no, turning off file syncing doesn't help)

I am unwilling to uninstall all my Adobe Applications, setting them up is a huge amount of pain.  I won't uninstall them without a very good reason.  I also won't make new administrative accounts on my computer.  Both are wastes of time and clearly have nothing to do with the problem.  An early message in this thread has someone from Adobe asking a user to remove a windows user application directory with the support person's windows user name in the path.  That kind of request makes me think you need to escalate this to someone that understands windows software development.

One thing that may have some connection, I recently downgraded the version of nVidia video drivers I was using from the current 332.21 to 331.58 because the 332.21 drivers do not appear to have CUDA support correctly setup and when installed I lose the ability to run any CUDA apps.  331.58 doesn't have this problem, so I downgraded.  A user above mentioned some issue with gpu sniffer so it could be related.  I've reported my issue with 332.21 removing CUDA support (not just from Adobe apps but even CUDA SDK apps) to nVidia but they are ignoring me.

I couldn't see a way to open a support ticket on this, most of the support/help links pushed me to this forum (and this post).  I have debuggers and can use them if that would help.

Right now I'd just like the errors to stop at this point.  I don't care about syncing files or syncing fonts nearly as much as I care about being able to install and run the Creative Cloud apps I'm paying for.  The "cloud" stuff is not important to me.  Tell me how to make it stop but still be able to install and update (even manually) the apps and I'll be on my way.

Matt

I am also having the exact same problem. It is very frustrating.

I have managed to capture a crash with Visual Studio 2010 and create a mini-dump with heap.  Any developer should be able to take this and using PDB files created when the release was made should be able to see exactly why it crashed on my computer.   I can't understand why Adobe isn't shipping a crash handler with their apps, this is pretty much a requirement to handle customer problems.

The crash dump can be found here:

http://www.pontari.com/CoreSync.dmp

I'd be happy to open a ticket if I could figure out how to do that, every time I go looking around Adobe's site to find out how to open a support ticket I get send to an unhelpful FAQ or this thread.

Matthew,

Thank you for the crash dump. We are currently investigating this issue and will let you know when any more information is available.

Kind regards,

Ben

I think you spoke too soon.  My last crash was last Sunday, Jan 26.  CoreSync started doing something on the hard drive and then promptly crashed.  I dismissed the first one and it crashed again a minute or two later.  Then was quiet all week.  Today, Feb 2 it once again promptly crashed at 2:00pm (in Seattle).  I think it must do something on a weekly timer.

[1] To Brian, Matthew, Henry, Soulflare007 and others silently suffering:

[1.0] I have the same Coresync crash issue for a while.

[1.1] I believe (not sure) that Coresync gives up trying to communicate with the servers after some time, several days. But if you reboot the computer, it starts again, and crashes.

[1.2] I have been in contact with Adobe second or third line support, they sent me an instrumented version of the Coresync program (i.e. a version with extra debugging information written on the fly to log files), in order for me to test and send them back trace & debug information - which I did. I have no news since, for one week+ now.

[1.3] With this Coresync instrumented version it appears that if you select (File Sync ON) and (Font Sync OFF) in ACC (Adobe Creative Cloud) Preferences (the "gear" icon) [That is, you switch Font Sync off], Coresync stops crashing.

You should try this. Please let us know the results.

[2] To Ben Mordue, and Adobe support people

I can't understand that Adobe leaves customers in the mud like this. Apparently a workaround is available (see [1.3]) - it's working for me. Why not publish it, or at least supply it to complaining customers?

[3] To managers at Adobe

Who do you think you are? Are you competent? Is this behaviour professional?

You may think you control the business - but a lot of people are fed up with you.

If a competitor with a decent offering shows up, you are dead.

My email address is bruno@bonnefont.com.

Best regards,

Bruno Bonnefont

Bruno,

Thank you for posting the workaround you found. As we've been so far unable to reproduce this issue in-house, we were not aware that this workaround existed. We are still investigating this issue.

Kind regards,

Ben Mordue

Bruno,

firstly, let me apologise for not keeping you updated while we analysed the files you shared with us.

There is complexity in understanding the root cause.  I want to ensure you that we are working on this as a priority.

With regards to the workaround, this is indeed useful.  I'd like to have our team look in to this to understand the behaviour before we share this publicly.

Thank you for working with us on this.  As we progress, I commit to keeping you informed of progress.

Please use me as you primary contact if you have any questions or concerns.

meanwhile
http://i.imgur.com/5KvChqA.png

I have been freaking out for a week with this stupid problem. Finally found this post and uninstalled the creative cloud app and of course now my machine is stable. I'm pretty pissed at Adobe. Not like I can cancel either because students are locked in for 12 months. Really haven't seen value in the subscription and wish I could end it.

Matthew Sorrels wrote:

 

Right now I'd just like the errors to stop at this point.  I don't care about syncing files or syncing fonts nearly as much as I care about being able to install and run the Creative Cloud apps I'm paying for.  The "cloud" stuff is not important to me. 

 

Tell me how to make it stop but still be able to install and update (even manually) the apps and I'll be on my way.

 

Hi Matt,

If you want to update your installed CC tools yourself (manually) without going through the Creative Cloud Desktop app, you can download the individual patch packages with these collections:

All Adobe CC Updates: Direct Links for Windows

All Adobe CC Updates: Direct Links for Mac OS

Hope those help!

Josh,

apologies for the inconvenience you've experienced.  I'd like to understand more about the issue your having.  I've sent you a private message with and ask for additional information.

I was getting the "Core Sync has stopped working" CC failure as well.  Quit the app and it went away.  Updated CC today; the error continues to happen at least once an hour.  What to do?

Hi Mark,

apologies for the incovenience.  As you can see, we are working with others who are experiencing a similar issue.  It would help if we can work with you also.  I'll send you a message with further details.

Derek,

Yes, I can help.  I sent a reply to your email.

Mark

The post by 10. bbonnefont helped me, he said:

[...] I have found a log file [...] C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\customhook\CoreSyncInstall.log

So I looked at my file and I get

============================================================

-install

Install path given: 0042F8B8

Install path exists!

Installing application

MSVCR100.dll exists.Running on 64 bit machine!

00234088Script run successful.Locale setting script succeeded!

000E57F0Script run successful.Registry set script succeeded!

Privilege getting failed! Could not get Shell window.

WARN: NOT Running as adminuser

============================================================

So my error seems to be a simpler problem.  The user I login and run applications as (I’ll say is user1), and the user used to install CreativeCloud is adminuser.  I’m running on Win7x64 under VMWare.  I’m doing this to evauate the software before I install it on my “real machine” (vmware calls this the host machine).  Given these problems I will probably not install it on the host machine.

I’ve come across applications that require you to make the user who wants to use the software an admin user, then install the software and start it up and register it, and then turn the user back to a non-admin user.  While I don’t personally like that approach I’m wondering if that is the approach required to make Adobe Creative Cloud applications work.  Does anyone know if this approach is recommended by adobe to solve this problem?

Does anyone know if this problem is related to the problem other users on this post are having?

Thanks to all the other users who have posted, and to Adobe for letting us users share this information as it is VERY helpful to people who run into problems to know that it's not just us, and to be able to follow along with fixes (I've bookmarked this page).

Hi Derek,

If you're interested in more data/logs, feel free to send me a message. I reinstalled Creative Cloud Desktop a few hours ago, and large file syncing keeps getting interrupted by Core Sync crashes.

= = = = =

Core Sync has stopped working

- - - - -

Problem signature:

  Problem Event Name:          APPCRASH

  Application Name:          CoreSync.exe

  Application Version:          1.2.0.652

  Application Timestamp:          52f989e1

  Fault Module Name:          ntdll.dll

  Fault Module Version:          6.1.7601.18247

  Fault Module Timestamp:          521ea8e7

  Exception Code:          c0000005

  Exception Offset:          00097114

  OS Version:          6.1.7601.2.1.0.256.48

  Locale ID:          3081

  Additional Information 1:          a7aa

  Additional Information 2:          a7aa91f17ea749d42a4de3b390fa5b3d

  Additional Information 3:          a7aa

  Additional Information 4:          a7aa91f17ea749d42a4de3b390fa5b3d

= = = = =

Still experienced crashes after disabling File Sync, but not since also disabling Font Sync.

Win 7-64

Creative Cloud 1.4.1.351

CloudSync v.1.2.0.652 x86

Ben

Re: Ben's case.  I have File Sync enabled and Font Sync disabled.

I'm still getting the CoreSync crashes, but not quite as often as before.  About once a week sometimes twice a week.  Coresync starts doing something (hard drive starts working, perfmon shows Coresync accessing files) and near the end of it, rather than working, it crashes.  At least weekly.

I'm also getting the zillion Acrobat Distiller can't start because it's already started type messages everytime I have to reboot my computer.  Would love to submit a ticket for that but other than suggesting features I don't see any formal support request system on Adobe.com.