[Hidden-tech] Creative Cloud crash problem

[Lynn Nichols]

Haven't had these issues with Creative Cloud - mid-2014 MacBook Pro 
running 10.12.3 (Sierra)

Lynn (without an e)


On 4/17/17 3:38 PM, Lynne Rudie wrote:
> Hi Hidden Techies
> I am posting this in case anyone else is having a similar problem with 
> Creative Cloud inexplicably crashing. Over the past week I have spent 
> an obscene amount of time on tech support chat and phone with both 
> adobe and apple and it turned out to be a very quick easy solution in 
> the end.
>
> If you are using Creative Cloud software (I’m on a mac and don’t know 
> if the same thing is happening on the other platform) and find that 
> Creative Cloud is crashing, it may help you to know this —
> Adobe tech support did a screen share with me and set up a test admin 
> account and creative cloud didn’t crash in that  account. Because of 
> this they labeled the problem as residing in my apple admin account 
> and told me to call apple because it wasn’t an adobe problem. Don’t 
> let them do this to you.
> Tech support at apple collected information from my system about what 
> actually happened when creative cloud crashed and their engineers 
> diagnosed the problem as being a corrupt file in one of the library 
> preferences folders called OOBE. As soon as I dragged that folder to 
> the trash the creative cloud icon went from grey to black and it began 
> working normally again. (Restart and it generates a new folder that is 
> not corrupt.)
> The apple support guy said he had done a search for this particular 
> problem and found that lots of people were reporting the same problem 
> I was and were reporting many different ways they had fixed it. They 
> all reported that adobe was denying being the source of the problem so 
> beware of that — creative cloud is randomly generating corrupt files. 
> It’s an easy fix if you can determine which file is corrupt.
>
> Another thing to be aware of is that, despite the  fact that creative 
> cloud was crashing on my iMac, the individual programs (Illustrator, 
> Photoshop and Acrobat) kept working with the creative cloud icon was 
> greyed out. Apple determined for me that the individual programs were 
> continuing to function normally because I also have creative cloud 
> working on my laptop. Because I do log on to the internet from time to 
> time on my laptop, that was enough of a connection that the programs 
> kept working on my iMac. For whatever that’s worth.
>
> OK, I’m going back to work now. Because I can…
> Lynne
>
>
-- 
Lynn A. Nichols, Starstruck Design, and Webmaster, CDSS
413-863-7752 • lynn at starstruckdesign.com • webmaster at cdss.org
http://www.starstruckdesign.com • http://www.cdss.org

“I think the most productive thing to do during times of change is to be your best self, not the best version of someone else."
~ Seth Godin

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