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Adobe Photoshop Family

16 Messages

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250 Points

Thu, Apr 12, 2018 6:13 PM

Lightroom Classic 7.2: Crashes and Creative Cloud Desktop does not work

My problems concern Lightroom and the Creative Cloud Desktop. I was running LR 7.2 fine until I updated the Creative Cloud Desktop. Then everything fell apart. LR7.2 started crashing after a few edits. Then the Creative Cloud Desktop stopped working, constantly giving me warnings and the never-ceasing blue circle. I finally had to go back to LR 7.1. The Creative Cloud Desktop doesn't work either. It shows an ad for LR 7.3 but says that there are no updates available. So I cannot even try to update to LR 7.3. I have the photography plan and Creative Cloud also shows no updates for Photoshop. This is what I am paying for? I guess I will have to try to contact Adobe and spend a few hours chatting with them to see if they can solve my problems. I certainly hope so.

Responses

Adobe Administrator

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8.5K Messages

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121.6K Points

3 years ago

Hello Robert

I am sorry you are having difficulties getting the Lightroom update to show.  If you open the Creative Cloud App and use the [CTRL/CMD]+[Alt/Opt]+[ R ] command, it will force a refresh the all of the apps in the app. Does this get Lightroom 7.3 to show up for you?
 Adobe Photography Products

Quality Engineering - Customer Advocacy

16 Messages

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250 Points

3 years ago

Rikk: Just tried your suggestion. It did not work. Creative Cloud desktop is still saying everything is up to date with an ad touting LR 7.3. Can't update to 7.3 or even 7.2. Bob

Adobe Administrator

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3 years ago

If the App won't refresh and show the necessary updates.

At this point, I would recommend a removal of the Creative Cloud Application and a reinstall from Adobe's website from a fresh download. The current version should read 4.4.1.298 when you are finished. It seems the trouble started when you updated the App - let's get it reinstalled before we go any farther. 

You can download it again from this link:https://www.adobe.com/creativecloud/desktop-app.html after you uninstall it via the OS. 
 Adobe Photography Products

Quality Engineering - Customer Advocacy

16 Messages

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250 Points

3 years ago

Thanks for getting back to me on this. I just checked my version of the Creative Cloud and it says that it is indeed 4.4.1.298. I can't work on this any more today, but I will try tomorrow and let you know what happens. I appreciate your help! Bob

Adobe Administrator

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291.4K Points

3 years ago

I've asked an agent to reach out and work with you directly.

Sr. Product Manager, Adobe Digital Imaging

16 Messages

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250 Points

3 years ago

Mr. Tranberry: Sorry I have not responded earlier. I was very busy this past week. I would very much like to have an agent help me resolve these Creative Cloud and Light Room issues. Please let me know what I need to do in order to make contact and start this process. Thank you very much. I really appreciate it. Bob

Adobe Administrator

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121.6K Points

3 years ago

Robert, can you update me on your status? Did you uninstall and reinstall the Creative Cloud app? Did the agent Jeff Tranberry mentioned reach out to you yet?
 Adobe Photography Products

Quality Engineering - Customer Advocacy

16 Messages

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250 Points

3 years ago

Rikk: I just tried to uninstall the Creative Cloud app, but Windows tells me I cannot do so since I have Photoshop, Bridge, and Light Room installed and they need the Creative Cloud app. What do you think I should do now: Uninstall all of my Adobe apps? What will happen then to my presets, catalogue, templates, etc.? This is very worrisome, indeed. Mr. Tranberry did contact me this past Friday and said he would have an agent contact me, but I have yet to hear from anyone else. I look forward to hearing from you. Thanks for your help and concern. Bob

Adobe Administrator

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Let's give the agent a day or so to reach out to you first.
 Adobe Photography Products

Quality Engineering - Customer Advocacy

16 Messages

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250 Points

Ok. I'll check back with you either tomorrow or Wednesday afternoon and let you know what has happened. Thanks again. Bob

16 Messages

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250 Points

3 years ago

Rikk: Sorry for the delay in getting back to you. Still haven't heard from Mr. Tranberry. Since we last spoke, I discovered that Windows had in fact gone ahead and uninstalled the Creative Cloud app. I did not try to reinstall until today. I thought that maybe with the arrival of LR 7.3.1 the Creative Cloud app might be fixed, too. No such luck. It reinstalled but still shows no updates available. In fact, when I click on the Lightroom icon on the Creative Cloud app, it shows that the only other version available is 5.1! However, the version that is on my machine and is working right now is 7.1, the version that I reverted to when 7.2 kept freezing up on me. Alas, this is very frustrating. I see too that many others are having big problems with 7.3 and even the new 7.3.1. I hope Adobe can get all of this straightened out soon. Right now, a lot of people are not getting what they are paying for. Bob

Adobe Administrator

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3 years ago

Robert

Can you take a screenshot of your Adobe Creative Cloud App showing the LR 5.1 version on the screen? Post it here in the comments. 
 Adobe Photography Products

Quality Engineering - Customer Advocacy

16 Messages

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250 Points

16 Messages

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250 Points

Hope it comes through ok. Bob

16 Messages

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250 Points

It says 5.71, not 5.1. My bad. Same crazy problem though. Bob

Adobe Administrator

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What is your Windows Version, Robert?
Any chance it is Windows 7 32 bit?
 Adobe Photography Products

Quality Engineering - Customer Advocacy

16 Messages

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250 Points

Windows Home 64 bit. I've had this since I first subscribed when Adobe first introduced the subscription service. It looks like my Photoshop reverted to 2017 when I reinstalled the Creative Cloud App today, too.

16 Messages

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250 Points

Whoops. Windows 7 Home 64 bit.

Adobe Administrator

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Ok. I know we looked at this before but verify your Creative Cloud App's version number. Hit the three vertical dots in the upper right corner and select preferences. What is your currently installed Creative Cloud App's version?
 Adobe Photography Products

Quality Engineering - Customer Advocacy

16 Messages

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250 Points

It says version 4.4.1.298

Adobe Administrator

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Emailing you directly. 
 Adobe Photography Products

Quality Engineering - Customer Advocacy