0 Replies Latest reply on Sep 5, 2014 8:16 AM by John T Smith

    Questions you need to answer to receive better help

    John T Smith Adobe Community Professional & MVP

      Questions you need to answer to receive better help... please answer as much as you can, that relates to your problem, back in your original message


      If a program is not showing on the Cloud screen, it is most likely because your computer does not meet the specifications

      FOR EXAMPLE, Premiere Pro requires a 64bit computer - Not all apps displayed for download | Creative Cloud desktop app, Adobe Application Manager


      What error message do you see, or what is the screen you see that does not work? (examples... a BLANK login screen, or a spinning wheel)


      A screen shot works well to SHOW people what you are doing - http://forums.adobe.com/thread/592070?tstart=30 for screen shot instructions


      Are you using Windows or Mac, and exactly which version? (include "dot" numbers like Windows 8.1 or Mac 10.9.3)


      Which brand and version web browser are you using... and have you tried a different web browser?


      What Firewall do you use, and have you tried turning it off to download?


      What anti-virus do you use, and have you tried turning it off to download?


      Has this ever worked before?  If yes, do you recall any changes you made to the program, such as adding Plug-ins, etc.?


      Did you make any changes to your system, such as updating hardware, printers or drivers; or installing/uninstalling any programs since this last worked?


      Are you using an account with Administrator Privileges? Run as Administrator will sometimes help (this EXAMPLE http://forums.adobe.com/thread/969395 is for Encore + "All" Premiere)


      What were you doing when the problem occurred?


      What other software are you running?


      Tell us about your computer hardware. How much RAM is installed?  How much free space is on your system (C:) drive?


      Hardware Blue Screen shutdowns http://forums.adobe.com/thread/1427408?tstart=0


      For Windows, do NOT rely on Windows Update to have current driver information
      (you need to go direct to the vendor web site and check updates for yourself)
      What is your exact brand/model graphics adapter (ATI or nVidia or ???)
      What is your exact graphics adapter driver version?
      Have you gone to the vendor web site to check for a newer driver?
      ATI Driver Autodetect http://support.amd.com/en-us/download/auto-detect-tool
      nVidia Driver Downloads http://www.nvidia.com/Download/index.aspx?lang=en-us


      Do you have dual graphics adapters? (common in many "energy saving" laptops)
      -Use BIOS http://forums.adobe.com/thread/1019004?tstart=0
      -link to why http://forums.adobe.com/message/4685328
      -http://www.anandtech.com/show/4839/mobile-gpu-faceoff-amd-dynamic-switchable-graphics-vs-n vidia-optimus-technology/2
      -and a Mac Utility http://forums.adobe.com/thread/1017891?tstart=0



      Next link says After Effects, but check YOUR permissions !!!

      -http://blogs.adobe.com/aftereffects/2014/06/permissions-mac-os-start-adobe-applications.ht ml

      -Mac 10.9.4 and OpenCL issue https://forums.adobe.com/thread/1514717

      Mac 10.9.3 workaround https://forums.adobe.com/thread/1489922
      -more Mac 10.9.3 https://forums.adobe.com/thread/1491469
      -Mac 10.9.3 and CS6 https://forums.adobe.com/thread/1480238
      Enable Mac Root User https://forums.adobe.com/thread/1156604
      -more Root User http://forums.adobe.com/thread/879931
      -and more root user http://forums.adobe.com/thread/940869?tstart=0
      Case sensitive hard drive
      Troubleshooting guide for Mac freeze

      -next link says After Effects, but check YOUR permissions !!!

      -http://blogs.adobe.com/aftereffects/2014/06/permissions-mac-os-start-adobe-applications.ht ml


      Some links concerning error codes


      A12... download & install error http://forums.adobe.com/thread/1289484

      -more A12... discussion http://forums.adobe.com/thread/1045283?tstart=0

      U44.. update error http://forums.adobe.com/thread/1289956 may help

      -more U44.. discussion http://forums.adobe.com/thread/1275963




      Repeated updates http://helpx.adobe.com/creative-cloud/kb/updates-repeatedly-applied-cc.html

      Code 6 & Code 7 http://helpx.adobe.com/creative-suite/kb/errors-exit-code-6-exit.html

      Error 16 http://helpx.adobe.com/x-productkb/policy-pricing/configuration-error-cs5.html

      -including DW039 https://forums.adobe.com/thread/1500609

      Error 49 https://forums.adobe.com/thread/1491394

      Error 50 https://forums.adobe.com/thread/1432237

      Errors 201 & 205 & 206 & 207 or several U43 errors


      Muse error http://helpx.adobe.com/muse/kb/unexpected-error-occurred-i-200.html

      InDeisgn error http://helpx.adobe.com/indesign/kb/indesign-cc-crashing-launch.html


      Sign Out When Sign In http://forums.adobe.com/thread/1450581?tstart=0 may help

      -and http://helpx.adobe.com/creative-cloud/kb/unable-login-creative-cloud-248.html

      -and 'looping' https://forums.adobe.com/thread/1504792

      BLANK Cloud Screen http://forums.adobe.com/message/5484303 may help

      -and step by step http://forums.adobe.com/thread/1440508?tstart=0

      -and http://helpx.adobe.com/creative-cloud/kb/blank-white-screen-ccp.html

      Mac Spinning Wheel https://forums.adobe.com/message/5470608

      -Similar in Windows https://forums.adobe.com/message/5853430