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grgegergreg
grgegergreg
Participant
September 16, 2025
Question

Creative Cloud application shows Acrobat as Installed but it isn't...

  • September 16, 2025
  • 1 reply
  • 314 views

I have installed Creative Cloud application [latest release]  and once I sign in it shows Acrobat as Installed. It isn't and is not visible in Add/Remove Programs. This is a fresh installation of Windows 11 24H2 on a Microsoft Surface Pro. A Repair of the CC app did not resolve. If you click on Uninstall in the CC app on Acrobat it goes to 1% and ends without completing. All of the other application in the suite install fine. If it was a security restriction imposed internally I would expect none to install. Has anyone else seen anything similar?

1 reply

A
Community Manager
Anshul_NautiyalCommunity Manager
Community Manager
September 16, 2025

Hi @grgegergreg,

Thanks for reaching out. From your description, it seems you have installed the latest Creative Cloud application, and after signing in it shows Acrobat as already installed, even though Acrobat is not actually on the system and does not appear in Add/Remove Programs. This issue usually happens when leftover entries from a previous Acrobat installation are being detected, even though the application itself is not present.

Please try the following steps:

Sign out of the Creative Cloud desktop app, quit it completely, and remove Adobe credentials from Windows Credential Manager; then sign back in and check the Apps tab again. Refer to this document: https://adobe.ly/4n0DOEh

If the issue persists, try deleting the Creative Cloud database file to force a rescan. Remove the file at %LocalAppData%\Adobe\OOBE\OPM.db and relaunch Creative Cloud.

If it still does not resolve, I recommend using the Creative Cloud Cleaner tool, which is a utility for experienced users to clean up corrupted installations. Please check the following document: https://adobe.ly/46sFYFP

Hope this helps. Let us know if you need further assistance.

Regards,


^AN

grgegergreg
grgegergregAuthor
Participant
September 18, 2025

Cheers. I have this on 3 PCs [the only 3 where I have reinstalled CC after Windows 11 wipe and reload] and the third I had built from our Windows 11 image 30 minutes before I installed CC so definitely no previous installations. Continuing to work through this though. I followed the first URL and in Credential Manager there weren't any references to "Adobe User Info". I then deleted the OPM.db but this didn't make a difference either. I expected this as two different users on this machine had the same issue. I will try the Creative Cloud Cleaner Tool but given this is multiple devices I suspec the issue relates to something outside of the installation itself. I will try this on one of the other machines and work through the first two steps so I have repeated it.

Bani Verma
Community Manager
Bani VermaCommunity Manager
Community Manager
September 18, 2025

Hi @grgegergreg, 

 

Thanks for sharing the update. Please let us know once you have tried all the troubleshooting steps shared by Anshul. Preloaded OEM packages or system images may sometimes include Adobe installation remnants even on fresh installs.

 

A few other things you can try: 

· Press Win + R, type %temp%, and delete all files to remove leftover installation data. 

· Reset the hosts file, which may block activation or installation

· It could be that the firewall or proxy settings are interfering. Try the troubleshooting steps shared here: https://adobe.ly/46qBgZ3

 

I hope this helps. Feel free to let us know if you still need help. 

 

Thanks,
^BS

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