Adobe Creative Cloud

Download and run Etrecheck. Etrecheck is a diagnostic tool that was developed by one of the most respected users here in the ASC and recommended by Apple Support  to provide a snapshot of the system and help identify the more obvious culprits that can adversely affect a Mac's performance.

Copy the report

and use the Add Text button to include the report in your reply. How to use the Add Text Feature When Posting Large Amounts of Text, i.e. an Etrecheck Report

IMPORTANT:

Before running Etrecheck assign Full Disk Access to Etrecheck so that it can get additional information from the Console and log files for the report:

ALSO IMPORTANT:

Then we can examine the report and see if we can determine the root of the problem.

Hi Daniel,

My pleasure.

I'm glad that you were able to find and remove the adware on your computer and that it comes out clean.

Regarding Acrobat DC, what version are you running? The latest version according to the Adobe version history is 19.021.20061 which was released on December 19, 2019 as a bug fix release. Regarding that error it could be that there are some underlying parts that are still 32-bit hence the error message you are getting.

Adobe added support for MacOS Catalina in version 19.021.20047 which means the entire application including underlying files should be 64 bit.

Regarding the report, I'll let Old Toad take a look if he wants.

I hope this helps.

Hi Daniel,

I took a look at the report you posted and decided to jump in here. Old Toad feel free to add your thoughts as well.

The first two applications that I noticed are CleanMyMac X and Intego antivirus, and also that you might have adware.

You should remove CleanMyMac. (vendor uninstaller or see these instructions to make sure it's completely removed). Cleaner utilities usually do more harm then good. Macs come with built in security protection so you probably don't need the antivirus program. I've found that antivirus programs tend to slow down the computer as they scan in the background.

Regarding the adware, I would run Malwarebytes to scan your Mac for the adware and remove it.

Old Toad, feel free to jump in and add anything I may have missed.

I hope this helps.

Hi Daniel,

I'm glad you removed CleanMyMac. I see about Intego, as Old Toad said most virus programs use system resources which affects performance but if you really want to keep it then it's up to you.

Regarding the adware/malware if you haven't already done so, download a copy of Malwarebytes and run it to scan your Mac for adware/malware to remove it.

Regarding Adobe Acrobat DC, did you see my post earlier about trying to remove it and reinstalling it to see if that solves the slowness you are experiencing.

I agree, the creative cloud version should work on Mojave as well as Catalina. Even the system requrements page states MacOS v10.14 Mojave as well as 10.15 Catalina for Adobe Acrobat DC. The latest version of the creative cloud desktop application is version 5.0.0.354 which was released on 10/11/2019. Do you have the same version installed?

I would run Etrecheck again and post the report after running Malwarebytes and we can take another look.

I hope this helps.

Hi Daniel,

You should be able to reinstall creative cloud by visiting the download page to download the desktop application. You'll want to get the MacOS 10.12 or later version since you are on Mojave.

Regarding Adobe Acrobat DC being slow, you can see if you have the latest version and update if needed. Others have said that deleting the preference files have helped remedy it as well as deleting Acrobat Web Capture Cookies.

First, quit Acrobat if it is open.

How to remove preference files for adobe Acrobat DC. Go to the GO menu in the finer and hold down option key to show the Library folder. Then navigate to the preferences folder. Next, in the search box type in adobe acrobat and delete the files or follow these steps.

You could start by deleting all of the files that say com.adobe.Acrobat.Pro.plist - there might be 13 of them. Don't empty the trash just yet.

Next launch Acrobat DC and see if the issue is resolved if it is, you can empty your trash as the preference files were recreated.

I hope this helps.

Hi Daniel,

Thanks for your reply on what you have tried so far. No problem.

Since you are still getting the warning box saying your creative cloud needs repairing, I would recommend clean installing Creative Cloud and then reinstall it.

As far as Adobe Acrobat DC, you should uninstall it and then reinstall it and that should resolve the slowness you are experiencing.

To clean install creative cloud, you can download the cleaner tool to remove creative cloud and reinstall it. You can either remove everything or specific applications.

For acrobat DC you can use the Acrobat cleaner tool (Only if you have the standalone version of Acrobat DC) to remove the installation. To install it again, how to reinstall Acrobat DC.

If you don't have the standalone version of Acrobat DC you can use the Creative Cloud cleaner tool I linked above.

Once you've uninstalled Creative Cloud, reboot your Mac and the reinstall Creative Cloud from the download page.

Next, install the Creative Cloud application and sign in with your Adobe ID and password. From here you can download Acrobat and the other adobe products you use on a regular bases.

I hope this helps and do let me know how it goes.

You have adware installed. You can remove it with Etrecheck or download and run Malwarebytes. It was developed by a long time contributor to these forums and a highly respected member of the computer security community.  The free version is sufficient.

You've also installed what many here consider to be akin to malware, CleanMyMac. It has a terrible reputation around here for damaging systems and adversely affecting performance. Uninstall it according to the developer's instructions. j

Also you've install anti-virus software, Intego, when there are no known viruses for Macs. All they do is use up system resources and adversely affect performance. Again uninstall according to the developer's instructions.

When done rerun Etrecheck and repost the report.

Thanks for posting!

Im a creative cloud user, and I’m getting this error aswel. But I usually ignore it as it tends to only appear when my MacBook is finish heavy tasks.

my theory is that the creative cloud service doesn’t get a reaction from the MacBook as fast as it expects.

I.E

Creative Cloud needs to update a certain file and asks macOS to find it. If macOS is busy with other tasks it’ll hold that task for a bit. If the CC service is not expecting that, it’ll return that error.

have you contacted Adobe Support?

Hi Daniel,

My pleasure, I'm so glad the latest version of Acrobat DC solved your issue regarding Acrobat. Also your system is clean now as you removed the adware and removed CleanMyMac as well.

I believe Adobe Acrobat could be separate in a way from the creative suite when you check for updates using the creative cloud desktop application but I could be wrong. Checking for updates within Acrobat DC might be the way to do it. If you don't see the option to check for updates from within Acrobat then you would have the subscription and you would use the creative cloud app to check for updates. I believe there is a way to manually do it from within the CC application if it doesn't happen automatically. Just make sure you check for updates every now and then.

It's posts like these that make me want to continue helping others. Thank you for the kind words!

I hope this helps.

Sorry, never happened to me.