Creative Cloud won't work at all on Windows 11, stuck at taking longer than usual while opening

Report · Mar 04, 2022

I just got a Dell XPS 15 (newest model) and it only had the option of Windows 11. I got this computer specifically for work with the Adobe Suite so I'm a little miffed that I can't seem to get any of the apps to work at all.

Whenever I try to download the Creative Cloud app it loads forever, says it's taking longer thna usual, tells me to try a relaunch, and then says there was an error installing and to try again or repair it. I've retried like 10 times, deleting all of the Adobe directories in the C: drive and also uninstalling in the Control Panel but nothing has worked.

Is there a specific download file that functions with the current state of Windows 11? Cause everwhere I look people seem to at least be able to get Creative Cloud working on Windows 11, but I can't seem to at all.

Report · Jun 17, 2024

keep us updated.

Report · Jun 18, 2024

I've done an in-place windows 11 reinstall, and created a brand new admin user account... and I'm getting the same issues, unfortunately. I think it's a bug and there doesn't seem to be a way to workaround it 😞

Report · Jun 18, 2024

I tried the older windows 10 installer (I'm on Windows 11 though) and when it tries to launch Creative Cloud, I get a crash. Here's a crash report:

<?xml version="1.0"?>
<!DOCTYPE AdobeCrashReport SYSTEM "AdobeCrashReporter.dtd">
<crashreport serviceVersion="4.6.0" clientVersion="4.6.0" applicationName="Adobe Desktop Service" applicationVersion="5.5" build="5.5.0.617" source="Windows-Client-WER" crashType="n/a">
<time year="2024" month="6" day="18" hour="8" minute="59" second="35" timeoffset="0" timezone="GMT Summer Time"/>
<user guid="1a8579e9-a203-4c50-9bd5-d3fb9f11bb2e"/>
<system platform="Windows 10 Home" osversion="10.0" osbuild="22631" applicationlanguage="en-us" userlanguage="en-GB" oslanguage="en-GB" ram="65442" machine="AMD Ryzen 9 5900X 12-Core Processor" model="AMD64 Family 25 Model 33 Stepping 2" cpuCount="24" cpuType="586" cpuFreq="3693 MHz" processorArchitecture="0"/>
<gpu>
<gpuinfo availability="Running/Full Power" adapterCompatibility="NVIDIA" adapterRAM="4095 MB" caption="NVIDIA GeForce RTX 3070" description="NVIDIA GeForce RTX 3070" driverDate="20240301000000.000000-000" driverVersion="31.0.15.5176" videoModeDescription="1920 x 1080 x 4294967296 colors" pnpDeviceID="PCI&#92;VEN_10DE&#38;DEV_2488&#38;SUBSYS_883A1043&#38;REV_A1&#92;4&#38;1FC990D7&#38;0&#38;0019" installedDisplayDrivers="nvldumdx.dll"/>
</gpu>
<crash exception="EXCEPTION_ACCESS_VIOLATION" exceptionCode="0xc0000005" instruction="0x50594C00">
<backtrace crashedThread="0">
<thread index="0">
<stackStatement index="0" address="0x0000000050594C00" symbolname="unknown"/>
<stackStatement index="1" address="0x0000000051220243" symbolname="NVDEV_Thunk"/>
<stackStatement index="2" address="0x00000000512201A2" symbolname="NVDEV_Thunk"/>
<stackStatement index="3" address="0x00000000505DCAC7" symbolname="unknown"/>
<stackStatement index="4" address="0x00000000505DD375" symbolname="unknown"/>
<stackStatement index="5" address="0x0000000077E86B66" symbolname="RtlIpv6AddressToStringA"/>
<stackStatement index="6" address="0x0000000077E575EE" symbolname="RtlDeactivateActivationContextUnsafeFast"/>
<stackStatement index="7" address="0x0000000077E761FA" symbolname="RtlWakeAddressAll"/>
<stackStatement index="8" address="0x0000000077E7601A" symbolname="RtlWakeAddressAll"/>
<stackStatement index="9" address="0x0000000077E6B939" symbolname="RtlIsCriticalSectionLockedByThread"/>
<stackStatement index="10" address="0x0000000077E9BF1F" symbolname="LdrHotPatchNotify"/>
<stackStatement index="11" address="0x0000000077E579FA" symbolname="LdrLoadDll"/>
<stackStatement index="12" address="0x0000000077230703" symbolname="LoadLibraryExW"/>
<stackStatement index="13" address="0x000000005DA585F0" symbolname="OpenAdapter12"/>
<stackStatement index="14" address="0x000000005DA5CBB0" symbolname="OpenAdapter12"/>
<stackStatement index="15" address="0x000000005DA5307E" symbolname="unknown"/>
<stackStatement index="16" address="0x000000005DA52F9B" symbolname="unknown"/>
<stackStatement index="17" address="0x000000005DA530D0" symbolname="unknown"/>
<stackStatement index="18" address="0x000000005DA53659" symbolname="OpenAdapter12"/>
<stackStatement index="19" address="0x00000000537AC66C" symbolname="D3D12GetInterface"/>
<stackStatement index="20" address="0x000000005379F4DF" symbolname="D3D12GetInterface"/>
<stackStatement index="21" address="0x000000005374016A" symbolname="D3D12GetInterface"/>
<stackStatement index="22" address="0x0000000053739BAD" symbolname="D3D12SDKVersion"/>
<stackStatement index="23" address="0x00000000537399C5" symbolname="D3D12SDKVersion"/>
<stackStatement index="24" address="0x000000005373A206" symbolname="D3D12SDKVersion"/>
<stackStatement index="25" address="0x000000005373AB91" symbolname="D3D12SDKVersion"/>
<stackStatement index="26" address="0x000000005EDB66D8" symbolname="GetBehaviorValue"/>
<stackStatement index="27" address="0x000000005EDB64A9" symbolname="D3D12CreateDevice"/>
<stackStatement index="28" address="0x0000000053ADD62C" symbolname="DllUnregisterServer"/>
<stackStatement index="29" address="0x0000000053ADDC20" symbolname="DllUnregisterServer"/>
<stackStatement index="30" address="0x0000000053AC90FC" symbolname="DllUnregisterServer"/>
<stackStatement index="31" address="0x0000000053AC722C" symbolname="DllUnregisterServer"/>
<stackStatement index="32" address="0x0000000053AC6ED0" symbolname="DllUnregisterServer"/>
<stackStatement index="33" address="0x0000000053AD4699" symbolname="DllUnregisterServer"/>
<stackStatement index="34" address="0x0000000055152D00" symbolname="finalize"/>
<stackStatement index="35" address="0x0000000055134A6A" symbolname="finalize"/>
<stackStatement index="36" address="0x0000000055136AE5" symbolname="finalize"/>
<stackStatement index="37" address="0x000000005503781A" symbolname="unknown"/>
<stackStatement index="38" address="0x000000005503774D" symbolname="unknown"/>
<stackStatement index="39" address="0x0000000055038917" symbolname="unknown"/>
<stackStatement index="40" address="0x000000005502A43C" symbolname="unknown"/>
<stackStatement index="41" address="0x00000000550438DE" symbolname="unknown"/>
<stackStatement index="42" address="0x0000000055059888" symbolname="finalize"/>
<stackStatement index="43" address="0x00000000550591A5" symbolname="processMessage"/>
<stackStatement index="44" address="0x00000000639CCCB0" symbolname="finalize"/>
<stackStatement index="45" address="0x00000000639CEC7A" symbolname="finalize"/>
<stackStatement index="46" address="0x00000000639CC85A" symbolname="finalize"/>
<stackStatement index="47" address="0x00000000639CC452" symbolname="finalize"/>
<stackStatement index="48" address="0x00000000639B182D" symbolname="unknown"/>
<stackStatement index="49" address="0x0000000077017BA9" symbolname="BaseThreadInitThunk"/>
<stackStatement index="50" address="0x0000000077E7C10B" symbolname="RtlInitializeExceptionChain"/>
<stackStatement index="51" address="0x0000000077E7C08F" symbolname="RtlClearBits"/>
</thread>
</backtrace>
<registerSet>
<register name="EAX" value="0x0000000000000024"/>
<register name="EBX" value="0x000000007701E901"/>
<register name="ECX" value="0x0000000050594C00"/>
<register name="EDX" value="0x000000005164D311"/>
<register name="ESI" value="0x00000000516830EC"/>
<register name="EDI" value="0x0000000050594C00"/>
<register name="ESP" value="0x000000000FEFABA8"/>
<register name="EBP" value="0x000000000FEFABB4"/>
<register name="EIP" value="0x0000000050594C00"/>
<register name="EFL" value="0x0000000000210206"/>
</registerSet>

<binaryImageSet>
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<dumpType>
Mini
</dumpType>
<hbLogSessionDllStatus>
ERROR_HB_UNABLE_TO_LOAD_DLL
</hbLogSessionDllStatus>
</crash>

</crashreport>

Report · Jun 18, 2024

@Oliver22472305ek8g

contact adobe support via chat. there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

Report · Jun 18, 2024

FIXED IT!!! I switched from the NVIDIA studio drivers to NVIDIA game drivers and the problem is gone

Report · Jun 18, 2024

good to hear

Report · Jun 22, 2024

Good to hear it's fixed, @Oliver22472305ek8g . I've passed your log file on to the team to investigate why the drivers were affecting the installation.

Creative Cloud won't work at all on Windows 11, stuck at taking longer than usual while opening

1 Correct answer