This troubleshooting page is for issues on UMBC owned devices only. If you have any Adobe apps from the old license installed (pre May 2019 apps that didn't require you to be signed into your UMBC Adobe account to use) and don't have the Creative Cloud desktop app installed, run the de-license program and then install the Creative Cloud desktop app. This updates old Adobe installs to use the current license.
The methods listed below are in no particular order, they are numbered just for easy reference. More general help documentation can be found in the Adobe Support web page.
Issues installing the Creative Cloud desktop app
- If the extracted installer is located in a folder with a long file name, is nested within too many folders, or is running from a network drive, there is a much higher chance the installation will fail. To avoid this, run the installer from your Desktop or a USB flash drive.
- If you get an installation failure, make sure you don't have any other applications or updates running in the background while installing the Creative Cloud desktop app. Another option is to restart the computer before installing the Creative Cloud desktop app.
- Installation Failure Guide (don't download the Creative Cloud desktop app from any of the links in the guide, only download it from the links on the right-hand side of this page)
- Run the installer as admin in Windows: If you have admin privileges on your computer, you can run the installer as admin by right-clicking InstallCC batch file and selecting Run as administrator from the menu that appears.
- Manual installation in Windows: Instead of opening the InstallCC batch file (shown in step 4 of the installation instructions), open the Build folder and run the setup file to begin the installation. Optionally, just like the InstallCC batch file, if you have admin privileges on the computer, you can run the setup file as admin by right-clicking it and selecting Run as administrator from the menu that appears.
Issues using the Creative Cloud desktop app
- Do not sign in to the Creative Cloud desktop app through Continue with Google, Continue with Facebook, or Continue with Apple as doing so will only give you access to trial versions of Adobe apps. As per the install instructions, sign in to the Creative Cloud desktop app by typing in your UMBC email address, click Continue, click Company or School Account and when it takes you to myUMBC, type in your myUMBC credentials and then click Log In.
- Make sure to use your default UMBC email address when signing in to the Creative Cloud desktop app since email aliases will likely fail the sign in process.
- It is highly recommended to check the system requirements of the Adobe apps you want before trying to install them. If your computer does not meet an app's system requirements, the Creative Cloud desktop app will display the app as being incompatible/unavailable.
- If you get an installation failure when trying to install an Adobe app, make sure you don't have any other applications or updates running in the background during the install. Another option is to restart the computer before installing the app.
- You don't have access to manage apps fix.
- Creative Cloud desktop app won't open/stuck with a spinning progress wheel/Apps tab is missing/denying you access to apps
- Sometimes, existing old Adobe app installs may cause some newer Adobe apps to fail to install. If you believe this to be the case, use the Adobe CC Cleaner Tool to uninstall old or conflicting Adobe apps before trying to install the app(s) again.
- Apps showing up as trial versions: If you are a faculty/staff member that successfully signed in to the Creative Cloud desktop app but all the apps show up as trial versions, sign out of the Creative Cloud desktop app and sign in again (more details here). If that doesn't work, uninstall the Creative Cloud desktop app using the Creative Cloud desktop app uninstaller. After that re-install, open the Creative Cloud desktop app and sign in to it again.
- Creative Cloud Libraries panel doesn't load in desktop products
- Error messages
- Installation error codes and solutions
- If you believe your computer is noticeably slower starting up after installing the Creative Cloud desktop app, you can disable it from startup:
- Mac (Terminal command): launchctl unload -w /Library/LaunchAgents/com.adobe.AdobeCreativeCloud.plist
- Windows: Open Task Manager, Click the Startup tab, right-click Adobe Creative Cloud and select Disable.