PS CC 2015: Two weeks ago I attempted to go into my PS CC 2015 and it would not open. I made several attempts with no luck so I called Adobe. After two hours of the techie attempting...

Thombar Loc: Hominy, OK

Two weeks ago I attempted to go into my PS CC 2015 and it would not open. I made several attempts with no luck so I called Adobe. After two hours of the techie attempting to get it up and running he admitted defeat and said he would have to go to a super techie and they would call me back. A week later I still hadn't gotten a call back. I called support again and spent another two hours on line with negative results. This time I was told this was a universal problem that some users were having (Mac's) and they would get back to me when the bugs were worked out. Another week plus has passed with no solution. Are any of you other MAC users having the problem?

spphoto Loc: Long Island,N.Y.

No .What OS are you using?

Rongnongno Loc: FL

Thombar wrote:

Two weeks ago I attempted to go into my PS CC 2015... (show quote)

If you have kept a log of your interaction ask for a credit.

bcmink Loc: Monona, WI

I would install TeamViewer on your Mac and then recontact Adobe support. Allow them to use TeamViewer to connect to your desktop remotely. Most of the time these failed installations have to with needing to clear installation histories and caches from Library folders.

One can clear the affected history and cache library files yourself but frankly rather than listing the process and having you make a error it is just best to let Adobe do it remotely.

TeamViewer is free for home users:
http://download.teamviewer.com/download/TeamViewer.dmg

Thombar Loc: Hominy, OK

That would be a Mac OS10 El Capitian.

Thombar Loc: Hominy, OK

Is this the same thing as having one of the techs take over my screen and look for the problem? I've done this 3 times with no results other than they would refer to a higher power and get back to me... :evil:

bcmink Loc: Monona, WI

Thombar wrote:

Is this the same thing as having one of the techs take over my screen and look for the problem? I've done this 3 times with no results other than they would refer to a higher power and get back to me... :evil:

Yes, same process = remote desktop control. Sorry you have encountered less than optimal solutions from Adobe. Persevere! The hierarchy of support does being at the bottom with less proficient techs and eventually you work your way up to someone in Adobe support who has the proficiency and experience to solve this problem for you.

spphoto Loc: Long Island,N.Y.

What Does your Creative Clould pull down screen look like.Can You See Photoshop apps and lightroom apps?

Thombar wrote:

That would be a Mac OS10 El Capitian.

Thombar Loc: Hominy, OK

I see both apps, and even 2014CC telling me there are upgrades available. At the moment I have 2014 running until 2015 is repaired...

spphoto Loc: Long Island,N.Y.

Does it say Photoshop is open

bcmink Loc: Monona, WI

The CC installation is corrupted. The usual course of action is to completely uninstall the Adobe Creative Cloud Application. Once uninstalled one typically has to use the following steps to remove remnants of the CC cloud installation using these steps:
1. Click on Finder then Click on Go and Go to folder
2. Type /Library and click on Go
3. Go to Application Support and Adobe and then delete OOBE folder.
4. Redo Step 1
5. Type ~/Library and click on Go
6. Go to Application Support and Adobe and then delete OOBE folder.
7. Go to https://creative.adobe.com/products/creative-cloud?promoid=KLYVF
Download Adobe Creative cloud, Install it.

I did not list these steps earlier because Adobe tech support usually knows enough to do this when they access your desktop remotely. So, you have a choice: either attempt this yourself or wait for Adobe tech support to do it remotely for you.

Thombar Loc: Hominy, OK

The CC window doesn't say open or closed. When I click on the actually CC2015 app it says there is a problem with the app and it doesn't open this type of file/???

Thombar Loc: Hominy, OK

bcmink wrote:

The CC installation is corrupted. The usual course... (show quote)

I had three different techs attempting to do just this with zero results. Now they have me waiting for them to "fix" whatever bug is in the program. I was hoping someone else had the same problem so I wouldn't feel so alone out here... :? :? :arrow: :arrow: :-( :-(

bcmink Loc: Monona, WI

Thombar wrote:

I had three different techs attempting to do just this with zero results. Now they have me waiting for them to "fix" whatever bug is in the program. I was hoping someone else had the same problem so I wouldn't feel so alone out here... :? :? :arrow: :arrow: :-( :-(

I assume you or one of the Adobe Techs also ran the Abode CC Cleaner Application??

If not download it from here run the cleaner and then try to update the application again:
http://download.macromedia.com/SupportTools/Cleaner/mac/AdobeCreativeCloudCleanerTool.dmg