Cannot download Creative Cloud app or use Lightroom CC after migrating to a M3 MacBook Pro

[megmo]

I recently upgraded to an M3 chip Macbook Pro from an Intel-based MacBook Pro, and unfortunately I didn't realize that I shouldn't have allowed Creative Cloud and associated apps to be migrated over to the new machine. Now, I can't use the Creative Cloud app—nor can I uninstall it or install an updated version—and every time I use Lightroom Classic, it crashes.

I chatted with Support and their first suggestion was that I allow them full access to my machine so they can remote in and "take a look around." I am not super comfortable with this, but I also have some contracts that forbid third parties from accessing data relating to the contract. So, this is a no-go. 

Support sent me a few different installers to try to use, but they all crashed after getting to about 5% installed. The one that didn't crash gave me an error that Creative Cloud is not compatible with Apple silicon chips, although the support agent insists that it is.

Next they asked me to delete some Adobe certificates in my keychain, but told me I also had to "restart the app," meaning Creative Cloud. When I explained that I couldn't open the previous version or install the new one—you know, the point of my support request—they went back to insisting they needed to "look around" on my machine.

So I'm at a loss. I did read a support document that recommends using the Adobe cleaner to delete all Adobe apps and, presumably, allow them to be reinstalled, but that requires installing Rosetta to use and I do not want to do that. If Creative Cloud and its apps run natively on M3 chips, then I need a native solution to use them.

The agent was out of ideas after this, and insisted I "disable all antivirus software immediately" but I'm not running any.

Am I just out of luck here with being able to use Lightroom/Photoshop on this new machine? Has anyone else run across this issue and resolved it? 

[kglad]

restore your m3 to its new state 

properly uninstall everything adobe from your old computer 

migrate your adobe-free old computer to your m3

properly install the cc desktop app onto your m3 and use it to install your cc apps.

[megmo]

You are telling me that the only way to use Creative Cloud apps is to completely wipe a computer I have already spent hours setting up. That's unacceptable. 

[kglad]

no.  i'm just explaining the quickest/easiest way to fix your m3

[megmo]

Unfortunately that's neither quick nor easy. 😕 Is there another way to be able to use Creative Cloud on an M3?

[kglad]

they're all iffy and everything done after an unsuccessful migration makes the next attempted fix less likely to succeed.

but if you insist in ignoring my advice, you can skip to the clean install below:

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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

[Ton Frederiks]

I would use the cleaner tool first (using Rosetta won't do no harm).

[courtneybrillhart]

Hey megmo – I ran into the exact same issue and I was able to resolve by doing the following:

1. Drag everything Adobe from your Applications folder to the trash and dump it.
2. Drag everything Adobe from your Utilities folder to the trash and dump it.

Now we’ll go into your user library and also the system library:

1. In Finder, hold down the option key and then click on Go > Library in the top menubar. 
2. From there, go to Application Support and trash anything Adobe.
3. Go back a level, then go to Preferences and trash anything Adobe.
4. Now go to Macintosh HD in your sidebar and go into the Library folder. Do the same thing here in Application Support and Preferences (dump everything Adobe).

Now do a quick restart just to be safe. Try installing Lightroom again (will also install Creative Cloud at the same time). 

This worked for me on my new M3 laptop – hope it works well for you too!