Participant

Answered

Creative Cloud won't work at all on Windows 11, stuck at taking longer than usual while opening

Forum|Forum|3 years ago
March 5, 2022
6 replies
46272 views

I just got a Dell XPS 15 (newest model) and it only had the option of Windows 11. I got this computer specifically for work with the Adobe Suite so I'm a little miffed that I can't seem to get any of the apps to work at all.

Whenever I try to download the Creative Cloud app it loads forever, says it's taking longer thna usual, tells me to try a relaunch, and then says there was an error installing and to try again or repair it. I've retried like 10 times, deleting all of the Adobe directories in the C: drive and also uninstalling in the Control Panel but nothing has worked.

Is there a specific download file that functions with the current state of Windows 11? Cause everwhere I look people seem to at least be able to get Creative Cloud working on Windows 11, but I can't seem to at all.

Creative Cloud

Correct answer kglad

FWIW I don't think it's specifically a Dell issue as my PC is an MSi Creator P100A 12th.

Glad you got it sorted 🙂

it's an adobe/win 11 issue. and again, the most reliable solution if you have win 11 is:

apply each applicable step (eg, if nothing cc is installed on your computer, you can skip 1 and 2.)

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

2. 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

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

4. restart your computer (don't skip this)

5. 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.

D

David35998368lnj0

Participant

lets be clear, it isnt a Windows 11 issue, it is badly written Adobe software. adobe installers have been hit and miss since i have had the displeasure of installing their expensive products. the products themselves, once you have closed your eyes, clicked your heals, prayed to whatever god or deity you believe in, followed every procedure recommended by the Adobe "Team" , work great but only if you can get them installed. Windows 11 is the starting point, write your software so it can work on it. Put as much effort into writing a proper grown up, simple working installer for you products, as you do on ensuring the poor sad at the end has actually taken a mortgage out on buying your product. I notice that particular check never fails.

Kalvyn Rasquinha

Community Manager

Hi @David35998368lnj0 , are you currently stuck installing on Win11? If so, can you collect and upload a log file using the instructions here - https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. Please share the uploaded log file name here.

O

Oliver22472305ek8g

Participating Frequently

I'm having all of the same issues mentioned in this thread, log file:
AdobeLogs_20240616_063800_951-win-GS.zxp

Kalvyn Rasquinha

Community Manager

For anyone still having this issue on Windows 11, please collect and upload a log file (after you've encountered the problem) using the instructions on this page and share the filename with me - https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

T

TomNJ666

Participant

Im still having these problems. It seems to be pretty widespread. Im paying such a large amount of money for a product now that doesn't work properly. Surely Adobe should have their software working on an operating system thats been out for so long by now without having to jump through so many hoops and seperate installers/uninstallers. Particularly when so many professionals use their software.

I've done all of the steps once. Ill try again and if that doesnt work Ill look to post my logs.

kglad

Community Expert

which steps?

B

BizB

Participant

I just spent like 4 hours with Adobe support on my brand new Asus laptop running Windows 11 Pro and they were completely unable to install any working application. They did get the CC app installed, but it wouldn't load when they tried to run it.

Eventually, the representative just ended the screen share session without tellling me anything. No next steps. No explanation of what is preventing the install.

Completely fed up

kglad

Community Expert

create a new user account on your computer, then install 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.

B

BizB

Participant

Creative Cloud app installs, but it will not load. It just hangs with the spinner and "Loading Creative Cloud".

V

VideoGrinch

Participating Frequently

I'm so very frustrated. I've tried everything on here in this thread. Tech support remoted in and tried for an hour. At the end they said I needed to contact Microsoft because it was a permission issue with Windows. It's my personal laptop. I'm the administrator. I wouldn't even know what to say to MS IF I could actually speak to a competent person. Today I did a factory reset on my laptop to no avail. I really feel like I'm at the end of my rope with this. What else can I try?

kglad

Community Expert

@VideoGrinch

did you install the older win10 cc app?

V

VideoGrinch

Participating Frequently

Yep. Tried it before and after I reset my laptop.

C

CROWNKIWI

Participating Frequently

I had this same issue where Creative Cloud Desktop App would not install on Windows 11 Pro, in fact the installer acted like it wasn't opening at all but you could see it in Task Manager but it was inactive.

After trying all the 'fixes' on here with nothing working I finall fixed it by downloading an earlier version which installed as normal and then let it update itself to the latest version. Everything is now working as it should.

For the download I went to this page:

https://prodesigntools.com/adobe-cc-2015-direct-download-links.html

Then go about 1/3 to 1/2 way down the page where there is a box with a bunch of downloads, look for CC Desktop App (4.9.0.504) which is at the bottom of the first half of the links box. Download and install and hopefully it works for you as it did for me.

kglad

Community Expert

@CROWNKIWI

which installer(s) did you use before trying 4.9.504?

C

CROWNKIWI

Participating Frequently

I used the 'standard' installer from: https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud (File version 2.10.0.17)

As well as the alternative Windows 10 version 1903 and later (64-bit) from this link:

https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

Tried both several times, running the uninstaller/cc clean in between attempts, disabled anti virus, even tried in safe mode with networking, none of which worked and in all cases the installer was showing in Task Manager but doing nothing.

The installer in the link I previously posted worked fine first time (with anti virus activated etc.) exactly as one would expect, CC then updated itself to Version 5.9.0.372 which as far as I can tell is the latest version.

kglad

Community Expert

the current cc programs are compatible with win 11. at this point, run each step that you are able: (ie, if nothing cc is currently installed, working or not, you can skip the first two steps):

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

then uninstall the cc desktop app, again using the correct uninstaller, 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

repair all ms visual c++ versions that can be repaired.

update your ms visual c++, if it can be updated

restart your computer (don't skip this)

reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud

if you're unable to download the cc desktop app at this stage, use the link 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

B

bryanrd6

Participating Frequently

Hi - Thank you for this. I have been struggling with the exact same thing (new-ish Dell that I upgraded to Windows 11 from Windows 10 when it basically "made me.") One question - in step #1 you say to uninstall all apps including preferences with the link. The link gives instruction on how to uninstall in such a fashion using Creative Cloud. That is what is not working. Is there something I need to be mindful of/do in lieu of this?

I appreciate it!

Cheers,

BD

kglad

Community Expert

why can't you use the cc app to uninstall your cc programs?

if it's because the cc app itself will not open, is there an error message?

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