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laurac78173897
Participant
Aug 7, 2024 9:59 PM UTC
Question

Illustrator will not install

I have just bought a brand new MICROSOFT 13" Surface Pro OLED, Copilot+ PC - Snapdragon X Elite, 1 TB SSD

 

I am trying to download illustrator, however, it will not install. 

 

On my creative cloud, it only shows the online beta version (which is not what I want). When I use the browser to download the app, it downloads the set up file. 

 

After double clicking on the set up file (+ trying run as administrator), it just opens my creative cloud again but doesn't install. 

 

I've had a surface pro in the past (one of the earlier models) and it worked absolutely fine. 

 

Help!

 

    31 replies

    IBall
    IBall
    Participant
    Apr 28, 2026 1:53 PM UTC

    I am trying to download illustrator, however, it will not install. 

     

    On my creative cloud, it only shows the online beta version (which is not what I want). When I use the browser to download the app, it downloads the set up file. 

     

    After double clicking on the set up file (+ trying run as administrator), it just opens my creative cloud again but doesn't install. 

    Translate
    Anubhav M
    Community Manager
    Anubhav MCommunity Manager
    Community Manager
    Apr 28, 2026 2:33 PM UTC

    Hello ​@IBall 

     

    I’m sorry to hear about your experience. Would you mind trying to download and install the Creative Cloud Desktop app (https://helpx.adobe.com/download-install/apps/download-install-apps/creative-cloud-apps/download-creative-cloud-desktop-app-from-web.html) first, then install Illustrator (beta) through it to see if it helps?


    If the problem persists, kindly share screenshots or a brief screen recording of the problem, so we can assist you further.
     

    Looking forward to hearing from you.
    Anubhav

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    IBall
    IBall
    Participant
    Apr 28, 2026 3:23 PM UTC

    Hello, 

    I have installed creative cloud, tried signing out the resigning in, and when it loads the homepage it looks like it is having difficulty loading Illustrator (screenshot). All other apps have installed. I looked at the beta Illustrator in the browser, I’m not interested nor can I use that in my work. I need Adobe Illustrator. I would not like to reinstall CC if possible, it requires I head out and have the HR Manager sign in admin creds. 
     

    Thank you!

    -Ian

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    shmem2202
    shmem2202
    Participant
    Feb 3, 2026 7:21 PM UTC

    I am having the same issue. There is not even a desktop version that shows up. When I download the installer for the app from different pages, it takes me to this page in creative cloud. How do I download the app?

     

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      rob_4643
      Participant
      Aug 21, 2026 9:53 PM UTC

      Also having this issue any fix??

       

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      Harshika Verma
      Community Manager
      Harshika VermaCommunity Manager
      Community Manager
      Aug 25, 2026 10:12 PM UTC

      Hi rob_4643,


      Thank you for reaching out, and sorry to hear you're unable to install the Illustrator app from the Creative Cloud Desktop app. Would you mind sharing the details of your operating system? Please also share the screenshot of your Creative Cloud Desktop app from where you're trying to install Illustrator.

      Did you try the steps suggested in this post?


      Let us know, and we will try our best to assist you.


      Thanks,

      Harshika

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      WutthiphongPoo
      Participant
      Oct 18, 2024 1:33 AM UTC

      problem still there. I can't use Illustrator on Microsoft Copilot+.
      No where to download the beta.

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      Anubhav M
      Community Manager
      Anubhav MCommunity Manager
      Community Manager
      Oct 25, 2024 7:52 PM UTC

      Hello @WutthiphongPoo,

      I am sorry to hear about your experience. Would you mind sharing your Adobe ID and Locale (en-US / it-IT) via DM so I can check it with the team?

      Looking forward to hearing from you.

       

      Thanks,

      Anubhav

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      alexia_pokam_1102
      Participant
      Dec 9, 2024 8:26 PM UTC

      I am currently experiencing the same issues with my microsoft copilot+, where I can only use beta illustrator and there is no option to use after effects. I would like to DM you as well if you dont mind.

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      enrico267606545qgw
      Participant
      Sep 15, 2024 7:26 PM UTC

      same problem here surface pro 11 ( italian market ) + (sad customer experience )

      while buying top machine, we expect top service.

       

      ciao

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      Anubhav M
      Community Manager
      Anubhav MCommunity Manager
      Community Manager
      Sep 16, 2024 12:01 PM UTC

      Hello @enrico267606545qgw,

      I am sorry to hear about your experience. Would you mind sharing your Adobe ID and Locale (en-US / it-IT) via DM so I can check it with the team?

      Looking forward to hearing from you.

       

      Thanks,

      Anubhav

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      joel_6231
      Participant
      Sep 19, 2024 5:03 AM UTC

      I am expierencing the same problem who can I contact for this issue

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      Monika Gause
      Community Expert
      Monika GauseCommunity Expert
      Community Expert
      Aug 7, 2024 10:43 PM UTC

      @Anubhav M can you please help with a Copilot compatible version?

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      Anubhav M
      Community Manager
      Anubhav MCommunity Manager
      Community Manager
      Aug 8, 2024 11:40 AM UTC

      Hello @laurac78173897,

      Sorry to hear about your experience. Would you mind trying the following steps to check if they help:
      - Download and install the Creative Cloud Desktop app (https://adobe.ly/3SH8Y6i)

      - Navigate to the Apps pane, select Beta apps and Install Illustrator (beta) 

      If the problem persists, kindly share a screen recording of your workflow and the problem (https://adobe.ly/4deCg4u), so we can investigate this further.

      Looking forward to hearing from you.

       

      Thanks,

      Anubhav

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      raj_5857
      Participant
      Aug 27, 2024 1:14 AM UTC

      Hello Anubhav, 

      Im having the same problem with downloading the desktop application for the illustrator beta. I too have a MICROSOFT 13" Surface Pro OLED, Copilot+ PC - Snapdragon X Elite, 1 TB SSD. 

       

      Please advise. 

       

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