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Participant
November 13, 2025
Question

Creative Cloud Desktop app installer unsuccessful

  • November 13, 2025
  • 1 reply
  • 43 views

I am attempting to install the Creative Cloud Desktop add I signed up for today on a MacBook Air. The installer launches, then pops up a window that says it's opening a new window in my browser to log in. Once logged in, it returns to the creative cloud screen, where it tells me again, it's opening a new browser window for me to log in. That new window pops up to tell me I'm all signed in, and then returns to the Creative Cloud window to start that loop for 3+ cycles until the Creative Cloud window tells me about a problem contacting the Adobe servers. Tech support didn't solve me issue, they just told me to turn off my firewall, which I did, and I'm still here. On my 4th try downloading the Creative Cloud installer, even repaired, and uninstalled it. My MacBook Air is an M1, so I don't know if that helps. I'm not an IT genius, so just need someone to help me get this working.

1 reply

Jeffrey_A_Wright
Community Manager
Community Manager
November 13, 2025

Doug, I am sorry that you are having problems using your new subscription. It looks like you also got disconnected while contacting us, but I do see that we called you back. Please use the steps listed at https://adobe.ly/4nUUhJQ to update your recent support case ADB-42559973-S9L1 with the current error you are encountering. The notes indicate that your error has been resolved, so please provide the exact text of any new error messages or behavior you are experiencing, Douglas.

 

You might also want to check with the manufacturer of your security software, Douglas, to verify that it is using their recommended settings. Misconfigured security software could block you from using a new subscription and cause you to be disconnected while chatting with us. You could even find yourself redirected to this public discussion forum, unable to reach anyone directly. ^JW