Help: Character Animator says it's not compatible with my system

Report · Oct 29, 2023

I'm at a loss here. I want to install Character Animator, but it says it does not work on my device and is not compatible. When I click on the install button, it says "Update required. If you would like to install Character Animator, you must update your system.

I am using an M1 Mac Studio running Mac OS 13.5.2 (Ventura) with 64GB of Memory and 1TB of storage. As far as I can tell from the system requirements page, this computer should be compatible.

Report · Oct 30, 2023

Does the error message include any additional details or link to more info? Can you post a screenshot of the Creative Cloud desktop app showing the error message here?

Also, as a test, can you click the "..." near the Install button and then choose "Other versions" to see if installing the older "Character Animator (23.6)" works or not?

If that works, after version 23.6 is installed, does the button now show as an "Update" button or "Not Compatible"? If "Update", does clicking it work, or show the same error as before? If "Not Compatible", what's the error message that shows when you click it?

Thanks.

Report · Oct 30, 2023

Thank you for your help. I was trying to install it from my web browser. When I opened the app, it showed as working with this device, and I was able to install v24. I'm not sure why the app allows it, but the browser won't. I'm just happy that you were able to help.

To answer your questions, when I clicked the link for more information, it simply took me to the system requirements page for Character Animator, which didn't help, since my system met the requirements.

Report · Oct 30, 2023

Hmm, yeah it's odd that the web page would show the wrong info. I'm glad you were able to get it to install, though.

Do you recall the url for the web page you were trying to use?

Also, were you signed in to adobe.com at the time?

Thanks.

Report · Oct 30, 2023

I was logged in at the time. These were the two pages I tried using to download:

https://www.adobe.com/apps/all/desktop

https://www.adobe.com/apps/all/desktop/pdp/character-animator

Report · Oct 30, 2023

Both links should've redirected to a https://creativecloud.adobe.com/ type of address automatically. For the second one, do you recall if there was any message a little bit above the Install button. On my machine (not an M1 Mac Studio, though), it shows a green checkmark with the phrase "Works on this device" next to it. I wonder if it showed something different.

Also, which web browser (Safari/Chrome/Firefox/Edge/etc.) were you using?

Thanks.

Report · Oct 31, 2023

There was a red X, and it said something along the lines of "not compatible".

Report · Oct 31, 2023

Thanks. Which web browser was this in?