Problems starting LR CC and PS CC

[torggler3]

I have a new CC Photo subscription. LR and PS appear to install OK. When attempting to open LR I get the message "Unexpected error opening catalog". Catalog opens fine in LR5.7. PS reports problem with DDRAW.dll and stops. Spent frustrating 2 hours with call centre. Did virtually nothing I hadn't tried already and nearly deleted my main catalog.

I (and call centre) tried uninstalling and re-installing, but no success. Cannot change LR catalog or create a new one.

Desktop computer with Windows 8.1. Can anybody help?

[kglad]

reset your preferences -

acrobat:  http://help.adobe.com/en_US/acrobat/X/pro/using/WS58a04a822e3e50102bd615109794195ff-7feb.w.html

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

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

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

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

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

muse (mac): https://forums.adobe.com/thread/1246022?tstart=0

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...

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

[torggler3]

Thanks for your reply. I can't reset preferences in Lightroom CC as I can't open it. I can't get further than the error messages I posted. Do you mean that I should reset the preferences in LR 5.7? Similarlly for Photoshop.

Bob Harris

[kglad]

Restore preferences to default settings 

1. Navigate to the following location:

     Mac OS

   /Users/[user name]/Library/Preferences/

   Windows 7 and 8

   Users\[user name]\AppData\Roaming\Adobe\Lightroom\Preferences\

2. Drag the following file to the Recycle Bin (Windows) or to the Trash (Mac OS):

     Mac OS

   com.adobe.Lightroom6.plist

   Windows

   Lightroom 6 Preferences.agprefs

[torggler3]

I tried this without success.

I ran the CC cleaner tool. This claimed to finish ok, but the log showed errors

Gen_WWCombined-en_US-20121017_1230

[Fri May 29 19:55:33 2015] Please enter (y) for Yes or (n) for No. ... >>

[Fri May 29 19:55:34 2015] Choose from one of the following options to clean up :

[Fri May 29 19:55:34 2015] 1.  All

[Fri May 29 19:55:34 2015] 2.  Adobe Flash Player 10.2

[Fri May 29 19:55:34 2015] 3.  Creative Cloud 2014 , Creative Cloud & CS6 Products

[Fri May 29 19:55:34 2015] 4.  Creative Cloud 2014 only

[Fri May 29 19:55:34 2015] 5.  Creative Cloud only

[Fri May 29 19:55:34 2015] 6.  CS6 only

[Fri May 29 19:55:34 2015] 7.  CS5-CS5.5-CS6

[Fri May 29 19:55:34 2015] 8.  CS5-CS5.5

[Fri May 29 19:55:34 2015] 9.  CS3, CS4

[Fri May 29 19:55:34 2015] 10.  Adobe Id credentials

[Fri May 29 19:55:34 2015] 11.  Quit

[Fri May 29 19:55:34 2015] Choice 😆

[Fri May 29 19:55:40 2015] User selected: Creative Cloud only

[Fri May 29 19:55:40 2015] Executed the command : call copy /Y "C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db" "C:\Program Files (x86)\Common Files\Adobe\backup20150529T195540\pdb.db"

[Fri May 29 19:55:40 2015] Executed the command : call copy /Y "C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db" "C:\Program Files (x86)\Common Files\Adobe\backup20150529T195540\Media_db.db"

[Fri May 29 19:55:40 2015] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db

[Fri May 29 19:55:40 2015] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db

[Fri May 29 19:55:40 2015] List of products installed on this machine

[Fri May 29 19:55:40 2015] Listing products for cleanup:

[Fri May 29 19:55:40 2015] Please enter the option number of the product you wish to remove; enter (q) to quit ... >>

[Fri May 29 19:55:50 2015] response 2

[Fri May 29 19:55:50 2015] Are you sure you want to clean all the listed products and associated files?

[Fri May 29 19:55:50 2015] Type (y) to confirm and remove or (n) to quit ... >>

[Fri May 29 19:55:55 2015] Please wait for Adobe Creative Cloud Cleaner Tool to finish........

[Fri May 29 19:55:55 2015] User selected: 'Clean All'

[Fri May 29 19:55:55 2015] *-*-*-*-*-*-* Start removing product : ALL *-*-*-*-*-*-*

[Fri May 29 19:55:55 2015] *-*-*-*-*-*-* Finished removing product : ALL *-*-*-*-*-*-*

[Fri May 29 19:55:55 2015] OSVersion : 64-bit

[Fri May 29 19:55:55 2015] Deleting registry root:HKLM key:Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Run value:Adobe Creative Cloud

[Fri May 29 19:55:55 2015] Exception during deleting key : (2, 'RegDeleteValue', 'The system cannot find the file specified.')

[Fri May 29 19:55:55 2015] Deleting registry root:HKLM key:Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Run value:AdobeCEPServiceManager

[Fri May 29 19:55:55 2015] Exception during deleting key : (2, 'RegDeleteValue', 'The system cannot find the file specified.')

[Fri May 29 19:55:55 2015] Deleting registry root:HKLM key:Software\Wow6432Node\Adobe\CSXS.4 value:SmsManifestBaseURL

[Fri May 29 19:55:55 2015] Exception during deleting key : (2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

[Fri May 29 19:55:55 2015] Deleting registry root:HKLM key:Software\Wow6432Node\Adobe\CSXS.4 value:SmsUpdateCheckInterval

[Fri May 29 19:55:55 2015] Exception during deleting key : (2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

[Fri May 29 19:55:55 2015] Deleting registry root:HKLM key:Software\Wow6432Node\Adobe\CSXS.4 value:LogLevel

[Fri May 29 19:55:55 2015] Exception during deleting key : (2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

[Fri May 29 19:55:55 2015] Deleting registry root:HKLM key:Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\Adobe Creative Cloud

[Fri May 29 19:55:55 2015] Exception during deleting key : (2, 'RegDeleteTree', 'The system cannot find the file specified.')

[Fri May 29 19:55:55 2015] Deleting registry root:HKCR key:AAM

[Fri May 29 19:55:55 2015] Exception during deleting key : (2, 'RegDeleteTree', 'The system cannot find the file specified.')

[Fri May 29 19:55:55 2015] Deleting registry root:HKCR key:AdobeAAMDetect.AdobeAAMDetect

[Fri May 29 19:55:55 2015] Exception during deleting key : (2, 'RegDeleteTree', 'The system cannot find the file specified.')

[Fri May 29 19:55:55 2015] Deleting registry root:HKCR key:AdobeAAMDetect.AdobeAAMDetect.1

[Fri May 29 19:55:55 2015] Exception during deleting key : (2, 'RegDeleteTree', 'The system cannot find the file specified.')

[Fri May 29 19:55:55 2015] Deleting registry root:HKCR key:AdobeAAMDetect.AdobeAAMDetect.2

[Fri May 29 19:55:55 2015] Exception during deleting key : (2, 'RegDeleteTree', 'The system cannot find the file specified.')

[Fri May 29 19:55:55 2015] ACC shortcut was not found C:\Users\Public\Desktop\Adobe Creative Cloud.lnk

[Fri May 29 19:55:55 2015] ACC shortcut was not found C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Adobe Creative Cloud.lnk

[Fri May 29 19:55:55 2015] CoreSync custom hook not found

[Fri May 29 19:55:55 2015] Warning: Failed to remove file,folder trying again

[Fri May 29 19:55:55 2015] Warning: Failed again to remove file,folder

.

.

[Fri May 29 19:55:55 2015] Warning: Failed to remove file,folder trying again

[Fri May 29 19:55:55 2015] Warning: Failed again to remove file,folder

[Fri May 29 19:55:55 2015] Some files could not be cleaned up. Please try closing your internet/web browser, and rerun the Cleaner Tool to complete your clean-up.

[Fri May 29 19:55:55 2015] All the files for CC have been removed.

[Fri May 29 19:55:55 2015] Action : Created the C:\Program Files (x86)\Common Files\Adobe\backup20150529T195540 folder as backup of PDB and MediaDB for this session.

[Fri May 29 19:55:55 2015] LOG FILE SAVED TO: C:\Users\Bob\AppData\Local\Temp\Adobe Creative Cloud Cleaner Tool.log

[Fri May 29 19:55:55 2015] Adobe Creative Cloud Cleaner Tool completed successfully

[Fri May 29 19:55:55 2015]

[Fri May 29 19:55:55 2015] *-*-*-*-*-*- ::START:: - SUMMARY OF Warnings -*-*-*-*-*-*

[Fri May 29 19:55:40 2015] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db

[Fri May 29 19:55:40 2015] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db

[Fri May 29 19:55:55 2015] Warning: Failed to remove file,folder trying again

[Fri May 29 19:55:55 2015] Warning: Failed again to remove file,folder

.

.

[Fri May 29 19:55:55 2015] Warning: Failed to remove file,folder trying again

[Fri May 29 19:55:55 2015] Warning: Failed again to remove file,folder

[Fri May 29 19:55:55 2015] *-*-*-*-*-*- :: END :: - SUMMARY OF Warnings -*-*-*-*-*-*

[Fri May 29 19:55:55 2015] ---------------------------------------------------------

[Fri May 29 19:55:55 2015] *=*=*=*=*=*=*=*=* :: End Session :: *=*=*=*=*=*=*=*=*=*=*

[Fri May 29 19:55:55 2015] ---------------------------------------------------------

The Lightroom application was not removed.

I deleted what I could manually, rebooted my computer and re-downloaded the CC Desktop Installer.

I ran the desktop application and Lightroom installed automatically. It completed OK but reported a "patch" error.

This was the same as the first time I tried the installation.

I selected "retry" and this time it completed with the message "up to date" (again, the same as the first time).

When I try and run Lightroom I still get the same error messages as in my first post.

It ofers to let me create a new catalog or to create a new one, but neither option does anything.

[kglad]

reset your preferences.

[torggler3]

2015-06-04 19:44 GMT+02:00 Pattie-F <forums_noreply@adobe.com>:

​I had already done this earlier, without success, but I tried it again.

Just the same result I'm afraid.​

[kglad]

[SOLVED] ddraw.dll - Tech Support Forum

[torggler3]

But the problems I reported only started once I installed Adobe CC Photo and only seem to affect the CC versions of LR and PS, neither of which will start. LR 5.7 and PS CS2 both run without problems and as far as I have discovered so far no other program is affected. I am not inclined to believe in disc problems in this case.

[torggler3]

In spite of my rather negative reply to your last e-mail I did in fact try

out the steps indicated in the link you posted. Unfortunately this made no

difference.

I attach the various results. Perhaps this will give you useful information.

Thanks for your attempt to help.

2015-06-05 21:28 GMT+02:00 kglad <forums_noreply@adobe.com>:

Problems starting LR CC and PS CC created by kglad

<https://forums.adobe.com/people/kglad> in *Creative Cloud Download &

Install* - View the full discussion

<https://forums.adobe.com/message/7613916#7613916>