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A
ahl_3765
Participant
November 22, 2024
Question

Unable to Install Adobe Apps on Microsoft Surface Laptop 7 – Stuck on Loading Animation

  • November 22, 2024
  • 3 replies
  • 2214 views

Hello,

I am currently using a Microsoft Surface Laptop 7 and have been trying to install Adobe apps from Adobe Creative Cloud. However, the installation process gets stuck with a loading animation, and the apps never fully install. I have tried restarting my computer, logging out and back into Creative Cloud, and even reinstalling the Creative Cloud app, but the issue persists.

Could you please help me resolve this issue? Any troubleshooting steps or suggestions would be greatly appreciated.

Thank you

3 replies

R
raya_8504
Participant
February 20, 2025

Did you ever get this figured out? I am having the same issue on the same computer. Well, my issue doesn't go quite as far as yours- I can download the installation files but nothing happens when I try to run them. Any suggestions you can provide would be super appreciated. I am trying to download Adobe Illustrator. Thanks!

kglad
Community Expert
kgladCommunity Expert
Community Expert
February 20, 2025

@raya_8504 

 

follow the listed clean and install steps.

Shivangi_Gupta
Community Manager
Shivangi_GuptaCommunity Manager
Community Manager
November 22, 2024

Hi ahl_3765,

We appreciate you reaching out. In addition to trying the suggestions listed by @kglad, could you share the sytem specifications (OS version, RAM, GPU, Processor, etc) with us?
Which Adobe apps have you tried installing? Do you get any error message? Also, could you check if the installation gets stuck at any particular %?

Looking forward to your response.


^SG

    A
    ahl_3765Author
    Participant
    November 23, 2024

    The system specifications of my Microsoft Surface Laptop, 7th Edition are:

    Processor: Snapdragon(R) X 12-core X1E80100 @ 3.40 GHz, 3417 Mhz, 12 Core(s), 12 Logical Processor(s)

    GPU: Adreno X1

    RAM: 16.0 GB

    OS Name: Microsoft Windows 11 Home

    Version 10.0.26100 Build 26100

     

     

     

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    November 23, 2024

    follow the listed clean and install steps.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    November 22, 2024

    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>

    if that fails, you probably have a corrupt user account. google your os and how to create a new one.

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