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elliottlinx
elliottlinx
Participating Frequently
June 2, 2021
Answered

"Creative Cloud is needed to resolve this problem. However, it is missing or damaged".

  • June 2, 2021
  • 1 reply
  • 825 views

Hi,

I recently upgraded to a brand new Dell XPS 15 9500, (see top capture for full specs), and completely uninstalled and signed out of CC from my old Windows PC. However, when I try to install the main CC installer, I get the error listed (see bottom capture).

I do not have CC or any other Adobe subscription product installed or signed in on any other device.

I have tried all the solutions listed the second capture below, (I have "repaired" the program as suggested a few times, completely uninstalled and re-installed it several times, with system reboots in-between each time, I even ran the Adobe CC Cleaner Tool with a system reboot after, and have always selected "run as administrator" on the .exe installer every time.

I am out of solutions, and don't know what to do now. This new PC is much more powerful than my old one (and it ran CC fairly well, especially considering it only had an Intel i3, and 8GB of RAM.)

I should be able to run CC on this PC, and right now I'm throwing away $500/yr plus for a suite of programs which I cannot install. What should I do?

Thanks,

-elliottlinx

This topic has been closed for replies.
Correct answer kglad

those are both ms visual c++ errors.  you still need to update and/or repair.  google the errors - they're common.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
June 2, 2021

first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

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

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

if that fails go ahead and uninstall/reinstall per the above link

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

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

elliottlinx
elliottlinxAuthor
Participating Frequently
June 2, 2021

Hi,

Okay, so I tried all these steps, (the only I can't do was update ms visual c++, but I did repair them) which seemed to fix my first problem, but now when I try to open CC I get these new errors (see screenshots below).

I'm starting to believe this version of Windows 10 Pro (like the whole OS), was not installed properly, (even tho I bought this PC brand new from DELL). The main reason I think this is that several system and OS files are missing or modified in such a strange way that I've never seen on the 5 other Windows PCs I've owned.

Any suggestions for what to do next? 

Thanks, Elliott
Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
June 2, 2021

Hi @elliottlinx,

This is typical with new computers. Start over. 

1. Go to Control Panel Settings and Uninstall/Install software.

2. Remove everything that didn't come factory installed from DELL.

3. Restart computer.

4. Update Win10 to latest version.  Currently I have version 2004, build 19041.985.  If unsure, go to Win10 search bar and type winver.

5. Download & install latest drivers from the respective manufacturer's websites -- GPU (graphic card), mouse, keyboard, printers.

6. Restart computer.

7. Ensure that your computer meets or exceeds Adobe's system requirements. Check each one.
- https://helpx.adobe.com/creative-cloud/system-requirements.html
8. Download & install software one-by-one to ensure it works before you go on to the rest.

 

Good luck & have fun with your new computer!

 

Nancy O'Shea— Product User & Community Expert
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