Troubleshoot Adobe Exchange for Creative Cloud

Check that you have acquired your extension.

All extensions that you have successfully acquired with your Adobe ID are shown on the My Exchange page. Log in with your Adobe ID to see the page. Internet access is necessary to install an extension.

• If you have more than one Adobe ID, you can only install and sync extensions with one Adobe ID at a time.
• If the list shows that the extension has been acquired but not installed, use the Install button next to it in the list.
• If you do not see the extension in the list, acquire it again from the home page of the extension.

Make sure that you have installed the Creative Cloud Desktop app.

Extensions require the Creative Cloud desktop and at least one compatible Adobe application to be installed. If you have not installed the Creative Cloud Desktop app, you can get it from https://creative.adobe.com/products/creative-cloud.

If you have already installed the app and the app is open, check that the icon appears properly:

• Mac OS: An icon is visible on the menu bar on a Mac. If you do not see this icon, check your applications folder in Finder.

• Windows: See the icon in the notifications area. If you do not see the icon, check to see if the app is in the Start > All Programs menu.

Make sure sync-file is turned on and not paused.

To install an extension in a host application, the file-sync capability must be enabled in the Creative Cloud desktop app. If it is off, the Start Syncing button appears on the Assets > Files tab, allowing you to enable it.

To check whether the feature is enabled, and to turn it on or off, check the Preferences:

When the sync feature is enabled, your extensions are automatically synced/downloaded and installed. A toast notification appears on your screen to indicate that your extension has been installed. File syncing is also used to automatically update any extension that you have acquired whenever an update is available so that you always have the latest version.

If sync-file is enabled, check the bottom of the Files tab to see if it is paused. To resume, click the Play button.

Make sure that you have installed a compatible Adobe application.

Specific extensions are compatible with specific Adobe desktop applications. Check the product compatibility by visiting the product detail page for your extension.

Navigate to the My Exchange page, select the extension, and view the details page:

On the extension details page, check the compatibility section in the upper-right area. Also check the Where To Find It section on the extension details page to see where the extension should have been installed, and how to access it in the host application.

Restart your Adobe application to enable the extension.

Certain extensions require that you restart the application for them to be able to work. If you had your Adobe application open during the install process, close and reopen it.

Close all Adobe applications and reinstall your extension.

Some extensions fail to install completely if an Adobe application is running. The producer adds a note to the installation instructions if so.

In this case, close all running Adobe applications and navigate back to your My Exchange page. Use the Uninstall button to remove the partially installed extension.

The Uninstall button changes to an Install button. Click Install to reinstall the extension.

Install another way.

If you can't install your extension using the Creative Cloud Desktop app, then click Download/Install Another Way link.

The steps to install using an Extension Install Utility is displayed. Follow the steps to install the extension.

In case you still face issues, follow the steps below:

• Click Uninstall in My Exchange, wait a few moments, and click Install.
• Restart your computer and relaunch the Creative Cloud Desktop app.
• Check whether the extension has been installed automatically after the restart.
  • If not, and if there is no corresponding activity shown, make sure that Extension Manager has been uninstalled from your computer.
  • After Extension Manager is uninstalled, uninstall and then reinstall an Adobe application using the Creative Cloud Desktop app to refresh the Adobe database.
  • Reinstall your extension.

If there is still no corresponding Activity in your Activity stream, follow the steps in this article: https://forums.adobe.com/docs/DOC-6306.