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

[rossvega]

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.

[VideoGrinch]

It seems to complete the installation, but then it hangs while opening CC. That's certainly progress, I suppose. So I can click to open CC but it won't load. 

[kglad]

ok. now do a clean 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 is 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 is 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 that have trouble with the latest win 10 installer often have success with the older win 10 installer.

[VideoGrinch]

CC desktop unistalled with errors.

I got to the Windows update and that's where it ended. Windows update had errors and wouldn't update. I ran the troubleshooter on windows update and network adapter. Both had issues. So my hypothesis is that the wifi card is bad, right? I'm not so sure. I turned off the wifi and connected via network cable and tried again. "windows updates and AMD updates failed because they couldn't contact the servers. Then I noticed another issue. Windows isn't activated on this laptop. Ugh. So now I'm trying to figure THAT out. I will also be sending the laptop into ASUS to do troubleshoot and repair of any componants. Maybe a new battery too. I have 12 days left on my warranty. lol Will try again when I get it back in a couple of weeks. 

[kglad]

definitely need to fix hardware and os problems, first.

[Brandon3187024937sg]

Hi, did you ever get this figured out? I am having the same exact issues right now.

[kglad]

@Brandon3187024937sg 

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 is 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 is 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 that have trouble with the latest win 10 installer often have success with the older win 10 installer.

[33Vision]

me to, and not to seems have any fix

[kglad]

@33Vision 

what did you try?

[VideoGrinch]

Hey. Sorry for the delayed reply. Yes! I did a factory reset and wiped out the laptop. Then I downgraded to Windows 10. It worked perfectly. Just had to turn off the upgrade option that keeps popping up in Windows update. Afraid I'll accidentally upgrade to Windows 11.

[Liz5CF1]

I had to use windows 10 as well to get it to work, after waiting months, still can't use it with windows 11. Works fine with 10.

[kglad]

@Liz5CF1 

did you reformat your os drive and reinstall win 11?

[BizB]

I just spent like 4 hours with Adobe support on my brand new Asus laptop running Windows 11 Pro and they were completely unable to install any working application. They did get the CC app installed, but it wouldn't load when they tried to run it.

Eventually, the representative just ended the screen share session without tellling me anything. No next steps. No explanation of what is preventing the install.

Completely fed up

[kglad]

create a new user account on your computer, then install 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 that have trouble with the latest win 10 installer often have success with the older win 10 installer.

[BizB]

Creative Cloud app installs, but it will not load. It just hangs with the spinner and "Loading Creative Cloud".

[kglad]

@BizB 

that's progress.  now precede to, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-app-doesnt-open.html

if that fails, please try removing the Adobe-related certificates from the Windows Certificate Manager, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

[BizB]

Sad.  Just... sad.  Why should I have to jump through so many hoops to get a product working on an operating system that has been in the wild for 2 years?
Windows 11 offers no improvements over Windows 10. NONE. I've never had ANY problems of this nature on Windows 10.  It will be easier to just upgrade to Windows 10.

[kglad]

ok

[Kalvyn Rasquinha]

For anyone still having this issue on Windows 11, please collect and upload a log file (after you've encountered the problem) using the instructions on this page and share the filename with me - https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

[TomNJ666]

Im still having these problems.  It seems to be pretty widespread.  Im paying such a large amount of money for a product now that doesn't work properly.  Surely Adobe should have their software working on an operating system thats been out for so long by now without having to jump through so many hoops and seperate installers/uninstallers.  Particularly when so many professionals use their software.  

I've done all of the steps once.  Ill try again and if that doesnt work Ill look to post my logs.  

[kglad]

which steps?

[David35998368lnj0]

lets be clear, it isnt a Windows 11 issue, it is badly written Adobe software. adobe installers have been hit and miss since i have had the displeasure of installing their expensive products. the products themselves, once you have closed your eyes, clicked your heals, prayed to whatever god or deity you believe in, followed every procedure recommended by the Adobe "Team" , work great but only if you can get them installed. Windows 11 is the starting point, write your software so it can work on it. Put as much effort into writing a proper grown up, simple working installer for you products, as you do on ensuring the poor sad at the end has actually taken a mortgage out on buying your product. I notice that particular check never fails.   

[Kalvyn Rasquinha]

Hi @David35998368lnj0 , are you currently stuck installing on Win11? If so, can you collect and upload a log file using the instructions here - https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. Please share the uploaded log file name here.

[Oliver22472305ek8g]

I'm having all of the same issues mentioned in this thread, log file:
AdobeLogs_20240616_063800_951-win-GS.zxp

[kglad]

@Oliver22472305ek8g 

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 and you have windows, open your control panel > add/remove programs > cc desktop app > repair

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 is 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 is 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>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

[Oliver22472305ek8g]

I've tried all of these except the user account, I'll create a new one now and try that, thanks