Creative Cloud Desktop reports incorrect windows version preventing updates

Forum|Forum|2 years ago
June 1, 2023
3 replies
400 views

I am using creative cloud desktop v 5.10.0.573 on a windows laptop running WIN 11 pro Version 22H2.

I receive notification that LRc v12.3 is available as an update but that it is not compatable. When I click on the error, I receive a pop-up that states that I need to update my OS to WIndows 10 VERSION 20h2 or later. (see screenshot LRc error txt). I am getting the same error for PS.

The Windows system info report is enclosed as a separate screenshot (LR OS issue with win system info). The hardware seems to meet or exceed the requirements.

I am also attaching the system info report from LRc.(screenshotn LRc System Info)

What do I need to do in order to update the adobe apps to the current versions?

thanks

LRc_error_txt.txt

LR_OS_issue_win_system_info.txt

LRc_System_info.txt

App installs and updates

This topic has been closed for replies.

kglad

Community Expert

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall using*

if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.