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Shelley at Terrace
Shelley at Terrace
Participant
January 25, 2022
Question

Will Adobe not update if my system is not capable of updating to Windows 11?

  • January 25, 2022
  • 2 replies
  • 840 views

Today when trying to open an adobe pdf to simply print the document, I got blocked by the error message below: 

When I close the error message, the entire document disappears. So, the only way I can print a document is to email it to myself, open and print it from Firefox.  I can't open any of my downloaded pdfs. 

 

I was able to download the update, but it wouldn't run... I would get this message:

Of course, now there's a new Microsoft 11 update that I can not upload, as my system is too outdated and does not meet the minimum system requirements per the Microsoft PC Health Checkup app.  Plus my Norton Utilities app that helps my old computer run better keeps giviing me grief that it can't do anything until my computer updates to Microsoft 11.  So annoying.  Anyway, today I got on the Adobe chat help with a technician, who worked on our front desk office computer trying to get the Adobe issue fixed... after about 3 hours of him trying multiple things, it's still not working... finally he just gave me an issue ID#, told me he's escalate the case and some teck support person would call me.  Probably going to have to bug my boss (Eric) to break down and buy a new PC that will have whatever is missing from my current PC for the Microsoft 11 update to work.  My question to the community is:  Do you guys think this same "not meeting system requirements" issue is also blocking my Adobe update?   Does anyone know?

Thanks in advance for anyone's help & advice,

Shelley

This topic has been closed for replies.

2 replies

Dave Creamer of IDEAS
Community Expert
Dave Creamer of IDEASCommunity Expert
Community Expert
January 25, 2022

The Adobe updates are not dependent on Windows 11. Of my computers, 3 can be updated to Win 11, once can't. The one that can't works fine with all the Adobe products. 

 

Did you check to see if your browser needs updating?

David Creamer: Community Expert (ACI and ACE 1995-2023)
    Shelley at Terrace
    Shelley at TerraceAuthor
    Participant
    January 25, 2022

    Thanks David,

    That's encouraging news... hopefully that means it's something that can be fixed.

     

    I just checked and my Firefox browser is up to date. So it's definitely something with my OS.

     

    The odd thing is I can't open any of the Adobe pdfs that have been already downloaded and saved to my PC with out receiving the error to update.  However, when receiving an Adobe pdf via email, I can view it and print it using Firefox. But if I dowload that very same document and save it to my PC, get the same error message.  So it's definitely an Adobe/PC issue.   It's truly going to suck if I have to email documents to myself anytime I need to see and/or print them. 

     

    The Adobe tech who logged in remotely yesterday tried removing my existing Adobe programs and reloading them. When trying to install the update, he still got the same 'The upgrade patch cannot be installed..." error. That's when he created the escalated case ID. Someone from Adobe was supposed to call me, but haven't heard back yet.

    Dave Creamer of IDEAS
    Community Expert
    Dave Creamer of IDEASCommunity Expert
    Community Expert
    January 26, 2022

    I think the Adobe software is not "officially" supporting Windows 11 anyway, but I could be wrong. 

     

    I noticed this on the Acrobat specs page for Firefox support: Firefox Extended Support Release (ESR). 

    Didn't bother to look up what it means since I don't use Firefox that much.

    David Creamer: Community Expert (ACI and ACE 1995-2023)
    Chris 486
    Community Expert
    Chris 486Community Expert
    Community Expert
    January 25, 2022

    Hi Shelley!

    Sorry to hear about that message. Windows 11 requires some stricter requirements to upgrade to. What version of windows are you using now?

    Shelley at Terrace
    Shelley at TerraceAuthor
    Participant
    January 25, 2022

    I'm using the most up-to-date verison of Window's 10. 

     

    I did some research online and since this PC was purchased in 2014 and doesn't have the right hardware or firmware to run the update. Apparently some PCs made after 2016 have a specific mirochip making them TPM capable (whatever that means?) and with some troubleshooting those computers will allow the update to Windows 11; but I'm out of luck. 

     

    Our company recently paid to get the Adobe version where we can edit and create pdfs, we only had the reader version for ages.  We also paid for a subcription to the new Norton Utilities app which no longer works until we update to Windows 11.  Now, neither of these subscriptions we've paid for can be used, which is absolutely frustrating.

     

    I still have not received a call from anyone at Adobe regarding my supposedly 'escalated' case.  😞

     

    Chris 486
    Community Expert
    Chris 486Community Expert
    Community Expert
    January 26, 2022

    Hi Shelley!

     

    You may need to update your internet explorer to the latest build as that is what adobe uses to load the login check screen. If that doesn’t fix it, the article below will help you with some other troubleshooting and you can download update registry keys to correct the issue.

     

    Update your operating system to work with Adobe apps

     

    Let us know if that fixes it!

     

    Regarding your OS Windows 10 is supported and is not the issue here. You are correct about windows 11. Most older machines don't have the TPM 2.0 chip requirement to upgrade officially.

     

    -Chris

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