Run the log collector tool to take a backup of your log files.
Last updated on
Apr 14, 2025
Follow these steps to prepare to run the Creative Cloud Cleaner tool and resolve advanced issues.
The Creative Cloud Cleaner tool is a utility for experienced users to clean up corrupted installations.
When to use the Creative Cloud Cleaner tool
In the case of these issues, use the Creative Cloud Cleaner tool and take the necessary precautions (such as backing up relevant folders).
- You have already tried repairing or uninstalling the Creative Cloud desktop app, but still can't update or install your Creative Cloud apps.
- You want to remove older Adobe software completely.
- Your Creative Cloud app fails to launch even though you have already tried uninstalling and reinstalling the app.
- You cannot sign in to Adobe apps even after multiple attempts and trying common solutions.
- You cannot connect to Adobe servers or have limited access to Adobe apps and services even after trying common solutions.
Prepare to run the Creative Cloud Cleaner tool
Before running the Creative Cloud Cleaner tool, ensure to back up your important files and folders to prevent potential data loss.
-
Note:
It's important to run the log collector tool because the logs make it easier for Adobe Customer Care to help you in case you run into an error with the Creative Cloud Cleaner tool and decide to contact us.
-
Check the sync status of your Creative Cloud files in the Creative Cloud desktop app and wait for them to sync completely.
Caution:Files that are not synced to your Creative Cloud account could be potentially lost.
-
Close Creative Cloud Core Service and Adobe Content Synchronizer in the Activity Monitor.
-
Save a copy of the file found at:
- Windows:
C:\Users\<username>\AppData\Local\Adobe\AdobeSync\CoreSync
C:\Users\<username>\AppData\Roaming\Adobe\CoreSync - macOS:
~/Library/Application Support/Adobe/CoreSync/
If the library content is hidden for you, you may need to troubleshoot library access issues for MacOS X 10.7 and later.
Note:In case you're running out of space, go to CoreSync, locate the cloudnative folder, and save its copy. For Windows, the cloudnative folder may be present in either one or both folders listed above.
- Windows:
-
Quit any open Adobe apps, including the Creative Cloud desktop app.
-
Close the remaining Adobe background processes in Task Manager in Windows and Activity Monitor in macOS.
- Creative Cloud
- Creative Cloud Content Manager
- Creative Cloud Libraries Synchronizer
- Adobe Content Synchronizer helper
- Creative Cloud Interprocess Service
- armsvc
- AGS Service
-
Save a copy of all content stored in Adobe product folders, including third-party plug-ins and preference files.
For example, you might have used a third-party plug-in for Adobe XD or saved a Photoshop workspace. Keep a copy of the folders where you have them. Learn more about migrating presets, actions, and settings in Photoshop. -
If you’re removing older Adobe apps, save a copy of your old installer files.
Caution:Adobe only provides downloads for the two most recent versions of your Creative Cloud apps. If you need access to older versions, don't remove them without first ensuring you have a means to reinstall them, such as discs or previously saved installers, as Adobe no longer offers downloads for older versions.
-
Ensure you've completed all the necessary precautions by making recommended backups before you run the tool.
