Participating Frequently

Question

P: PS uninstalled itself — plus presets lost

Forum|Forum|3 years ago
January 27, 2023
35 replies
10583 views

When woke my imac this morning (OS 12.6.5) I found Photoshop uninstalled. I'm the only user and my bill is all paid up. My other Adobe software remains intact. It just wasn't there!

I went to the CC home page and it said my other apps were up to date and that I could install PS, as though I never had before. So I did, no problem installing.

HOWEVER, 20 years worth of presets, brushes, macros and actions are all gone. That was a LOT of usability/productivity to have taken away without warning. Is there an easy retreival?

What gives?

macOS

Show previous replies

L

lostamericaAuthor

Participating Frequently

Thank you. Yes I do.

CShubert

Community Manager

@lostamerica sorry to hear this. What was the version you were on before this happened?

We can see your account is current and there should not be any issues there. As @jane-e asked, do you have any backups, it would be possible to pull your preference files from that in case you do.

jane-e

Community Expert

@lostamerica

I edited your subject line for you. Do you use Time Machine for backups?

Jane

L

lostamericaAuthor

Participating Frequently

Title should read PS UNinstalled itself.

marijac25205617

Participating Frequently

Hello everyone,

I have, for the past 4 days, encountered a problem where I cannot find the photoshop 2023 version and the icon of the app is a visible generic windows type of icon in my Creative cloud . I've tried to completely uninstall and reinstall the cloud and it didn't change anything. I also lost all of the presets (of course). What it does when I click on that icon is open ps 2022 where I cannot open pdf or PSD files that I have created in either ps 2023 or illustrator 2023. Does anyone have experience with this or any advice?

Thanks a billion.

Mara

Neelamk

Legend

Hi Mara,

we are sorry for your difficulties. To investigate your query, could you please let us know the versions of the Creative Cloud desktop application installed on your PC along with Illustrator or Photoshop? We could try the below steps as well:

reset the cc desktop app by making sure it's in the foreground, then press:

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

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

if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*

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

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

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 are 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 are 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

NOTE: Win 11 users who have trouble with the latest Win 10 installers often succeed with the older 10 installers.

Please let us know if it helps. Also, make sure you sign in to the correct Adobe ID (account) through which you have a subscription.

Regards,

Neelam

marijac25205617

Participating Frequently

Hi Neelan,

Thank you for getting back to me.

I have repaired and reinstalled the Creative Cloud and so far no changes.

I'll try all of your suggestions and see how it goes.

To answer your question Creative Cloud version is the latest the PS is 2022 that I can see, what I am looking for is my 2023 PS with all the presets. No, where to be found the PS 2023 I used it just a few days ago to finish the work so i am confused.

I will let you know how it goes.

Thank you once more!

Mara

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