Moving this discussion to the Adobe Creative Cloud forum.
Jason what steps have you implemented to resolve the crash behavior you are experiencing in the Adobe Creative Cloud desktop application? Have you uninstalled the Creative Cloud desktop app using the uninstaller available at Creative Cloud Help | Uninstall the Creative Cloud desktop app?
Hi Jeff. I uninstalled the creative cloud desktop app as you suggested using the link you supplied, then reinstalled it. However, the problem still occurs. The "problem signature" is the same as I copied & pasted in my original post. I have attached a screenshot of the error I get from Windows 7 (professional), which often happens on startup...
Again, by selecting "Close the program", then restarting the CC app everything works fine.
Perhaps it is a configuration issue with my system (Win 7 Pro), but I have no other similar issues with any other software I have installed. I did a google search of the exception code "c0000005" and found a discussion : Acrobat Pro 10.1.3 is crashing when trying to open it in an application a second time but as it is different s/w (Acrobat), it may not be related, but some of the "additional info" numbers match up. Again, it may not be related or of any help.
Thanking you in advance,
Thank you for the update Jason. I would recommend contacting our support team directly at Contact Customer Care so that the cause of the Creative Cloud desktop app crashing unexpectedly can be investigated directly. If you could please update this discussion with the case number it would be appreciated.
Hi Jeff. I contacted the support team as suggested, and Girish guided me through some steps (including gaining remote access), and although the problem was not resolved (it occurred again even after I had followed the step by step process), I am happy to keep things the way they are, as I will be upgrading to a new PC soon, so I'm sure that will fix this issue (if not I will consider raising this again).
I consider it just a minor issue considering all I need to do is acknowledge the crash (it only happens sporadically, not on every boot), then restart Creative Cloud for everything to work fine. Case number : 0187118261
Thank you for the update Jason!
For future viewers of this discussion I would recommend utilizing the Adobe Creative Cloud desktop application uninstaller available at Creative Cloud Help | Uninstall the Creative Cloud desktop app and then reinstalling the Creative Cloud desktop app. This should give similar results to the steps utilized by Girish.
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I've contacted Adobe Support and chat with Mudassir & Manjula P. My case number is 0187179249 and 0187189013.
They gave me sort of the following instruction and it works!
- Press Cntrl+ Shift+ Esc keys on your keyboard to open Task Manager
- Click on Processes tab >>Show processes from all Users >> Locate the Adobe processes like Coresync, Adobe Creative Cloud,Adobe Desktop common , AAMupdater services, Acrotray, CCLibraries, AdobeUpdateService if running and end them.
- Now navigate to C:\Program Files (x86)\Adobe and rename Adobe Creative Cloud folder to Adobe Creative Cloudold
- Now navigate to C:\Program Files (x86)\Common Files\Adobe and rename AAMUpdater folder to AAMUpdaterold, Adobe Application Manager folder to Adobe Application Managerold and OOBE folder to OOBEold.
- Once done, press Windows key + R in your keyboard to open the Run window, type %localappdata% and hit enter. Open Adobe folder and rename OOBE folder to OOBEold
- Please sign in to the below link to download the Creative Cloud desktop app and install it.
Thanks for this Solution - the others did not work - as I was not allowed to uninstall the Creative Cloud App from Program manager unless I would have uninstalled all my Adobe Programs!
This solution is very simple yet worked within 5 minutes.