Creative Cloud / Photoshop won’t launch on Surface Laptop 7 (ARM) – Error 0xc000007b

[Kai__P]

Hi everyone,

I’m using a Microsoft Surface Laptop 7 with Snapdragon X Elite (Windows 11 ARM 64-bit) and I’ve been running Adobe Creative Cloud, Photoshop, Illustrator (beta), and Lightroom without any issues until last week.

Since a recent Windows update or possibly an Adobe update, none of the apps will launch anymore – not even the Creative Cloud Desktop app itself.

When I try to start Creative Cloud (or Photoshop), I immediately get the following error message:

“The application was unable to start correctly (0xc000007b). Click OK to close the application.”

Here’s what I’ve already tried – unfortunately without success:

• Completely removed all Adobe components using the Creative Cloud Cleaner Tool (option 1 = “Clean All”)

• Restarted the system

• Verified that the correct Microsoft Visual C++ 2022 Redistributable (ARM64) is installed (and removed all x64/x86 versions)

• Ran sfc /scannow and dism /online /cleanup-image /restorehealth to check system files

• Re-downloaded the Creative Cloud installer and ran it as Administrator

• Also tried the Microsoft Store version of Creative Cloud

Still, the same error appears right when launching Creative Cloud.exe.

In Task Manager, the process shows up as “Creative Cloud.exe (ARM64)”, so it’s definitely the ARM build.
Other users with Surface Laptop 7 / Windows 11 ARM have reported similar behavior (see threads #14902304 and #14996719).

Questions:

• Is there an officially supported ARM64 build of the Creative Cloud Desktop app for the Surface Laptop 7 (Snapdragon X Elite)?

• If yes, where can I download the correct ARM installer?

• Or is there any known workaround (registry edit, temporary DLL fix, alternate installer, etc.)?

• Do you need any specific system logs or configuration details to reproduce this issue?

Any help or official statement from Adobe would be highly appreciated.

Best regards,
Kai

[ciaran_7695]

Why has this been marked as "Solved"?

[Kai__P]

Good catch — this definitely should not be marked as “Solved”.

The issue is still ongoing for all Windows ARM users, and there is no fix available yet. Adobe has only confirmed that the case was escalated to the product team, so the thread needs to remain open until an actual solution is released.

Could a moderator please remove the “Solved” status?

[Kai__P]

For Adobe staff:
Just a quick note — the thread currently shows as “Solved” in the UI, even though no fix has been released yet. Since this affects all Windows 11 ARM users, it would be helpful if the thread could remain open until an actual working update is available.

Thanks again for escalating this issue, Tarun — we’re all looking forward to any updates from the product team.

[Bewitched_view3592]

Should not be marked as solved!!!! Come on Adobe!

[kglad]

it's marked as solved to flag that response and urge users with this problem to comply.

[Kai__P]

Thanks for clarifying — however, the issue is not solved.
Tagging the thread as “Solved” may actually prevent visibility for affected ARM users and suggests a resolution that does not yet exist.

We still need an official update from Adobe Engineering, and the thread should remain open until a working fix is confirmed.

[kglad]

it won't prevent visibilty for anyone.  it may stop users from posting here, but that's minor compared to the benefit of getting a range of users to submit log files.

[Kai__P]

No — marking this thread as “Solved” is misleading.
Nothing is solved at this point.

We still have:

• no fix

• no official ETA

• dozens of new ARM users reporting the same issue

• an Adobe employee stating the case has only just been escalated

Until Adobe Engineering confirms the root cause and provides a working build, this thread should remain open and unsolved, otherwise affected users will assume the issue is resolved when it clearly isn’t.

The goal is to help everyone find the correct status — not to “comply” with an answer that does not resolve the actual problem.

[kglad]

@Kai__P 

did you submit a log file?

[Kai__P]

Thanks for checking, @kglad.
Yes — logs have already been submitted directly to Adobe Support during my remote session, and the issue has been escalated to the Adobe product team by Tarun.

At this point, additional user logs won’t move things forward — we’re waiting for Engineering’s update.

[kglad]

i'm not sure how you've concluded additional log files won't help adobe, but ok.

[Kai__P]

Thanks, but in this case the logs are already consistent across multiple users and multiple devices — and Adobe Support has already confirmed the issue and escalated it to Engineering.

At this point, additional duplicate log files won’t add any new diagnostic value.
We’re waiting for the engineering update now.

[kglad]

@Tarun Saini 

should @David__B post be unmarked?

[Kai__P]

Hi Adobe Team,

as of today, this thread has reached several thousand views and continues to grow rapidly, with new Windows 11 ARM users reporting the same issue every single day.
At this point, it is clear that Creative Cloud Desktop and multiple Adobe apps are completely non-functional on ARM devices (Surface Laptop 7, Surface Pro 11, Dell Latitude ARM, Lenovo ARM, etc.).

While we appreciate that the issue was escalated to the product team, there has been no official update, no acknowledgement from Engineering, and no indication of a timeline for a working fix.

Given that many of us are paying Creative Cloud subscribers who rely on Photoshop, Illustrator, InDesign and Lightroom for professional client work, the lack of communication is becoming a serious problem. Some users cannot continue their work at all until this is resolved.

At this point, could Adobe please provide:

1. An official confirmation from the Engineering team that the issue has been reproduced internally
2. A clear statement whether this is related to mixed ARM/x64 components in the current CC installer
3. An estimated timeline for when a working ARM-compatible build or update will be available
4. Whether an interim workaround (e.g. temporary rollback, patched installer, compatible runtime package) will be provided

We fully understand that fixes take time — but with this many affected users across multiple ARM platforms, clear communication from Adobe is essential.

Thanks in advance for providing an update.

[Manuel H Herrmann]

I can’t use any Adobe products anymore. I spent a full day with Adobe and Microsoft people trying to fix this remotely. There must be hundreds, if not thousands, of users affected. Please fix this quickly!

[Bewitched_view3592]

I fully support this as a Windows 11 ARM user. I cannot use the Adobe functionality (Lightroom Classic) that I am paying for. Adobe are aware of the issue, so why the silence? It is really not good enough from Adobe. 

[kglad]

adobe doesn't typically post interim messages during an update-in-progress.

[Kai__P]

Thanks — but Adobe already acknowledged the issue and escalated it to Engineering on Nov 19.

Since then, we haven't received any update:
• no confirmation that Engineering has started working,
• no indication of progress,
• and no ETA for a fix.

That’s exactly why users are asking for a short status update.

When core apps cannot launch at all on Windows ARM devices, having some visibility really matters.

[kglad]

i don't know if this will be an exception, but there's nothing atypical about what you're seeing.

[Bewitched_view3592]

What does that say about Adobe?

[bruno_0272]

That says that nobody at Adobe runs Snapdragon... or do they never update Windows? 🙂

[Manuel H Herrmann]

Same issue here since november. Adobe and Microsoft remote support have not been able to solve it. I can’t use any Adobe products anymore. There must be hundreds, if not thousands, of users affected. Please fix this quickly. 

[bruno_0272]

Same issue, I've lost many hours tryng to find a workaround, and also with Adobe support that was not aware of the bug, until I sent him this thread.

[Kai__P]

Hi Tarun / Adobe Team,

just checking in briefly — since the escalation on Nov 19, we still have not received any update from Engineering.

Could you please let us know whether the issue has been reproduced internally, and whether there is any progress or timeline you can share?

The affected ARM user base continues to grow every day, and many cannot use any Creative Cloud apps at all. Even a short status update would already help a lot.

Thank you!

[bruno_0272]

FYI : the problem has existed since October 29