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Kevin23634124uw74
New Participant
May 8, 2023
Question

Creative Cloud thinks I'm using old version of Windows | Can't update apps do to failed requirements

  • May 8, 2023
  • 3 replies
  • 2933 views

When checking system requirements, the Creative Cloud desktop app thinks that my computer is running on Windows XP (version 5.1.2600) but it actually is Windows 10 version 22H2 (OS Build 19045.2846).

I cannot update any programs because it continually fails the system requirements check.

Where does the app check which version of Windows I am using? I do not know if there is an old file/program that I need to remove.

3 replies

Casper a.k.a. Caga
Casper a.k.a. Caga
New Participant
November 27, 2023

Was this solved?

I have the same issue.

kglad
kglad
Adobe Expert
November 27, 2023

usually using the cleaner pervmy previous message resolves this.

Casper a.k.a. Caga
Casper a.k.a. Caga
New Participant
November 27, 2023

I actually had support do this and more several times over the last two days. Except maaaaybe not the ms visual c++-stuff. And maybe not an older installer, but I really couldn't tell.

Support worked hard to fix the issue. They ended up installering previous versions of the software in my plan (photo), so I at least have something to work with. But they can't be opened via CC.  Creative Cloud insists my pc is not updated, even though it has the lastest build. Support pointed to one inconsistency in the info about the build of my Windows 10. It lists the correct build and version numbers – but the install date listed is older that the release date of that build and version. He suggested that I contact Microsoft...

I believe 22H2 was released in May 2022. 

Nancy OShea
Nancy OShea
Adobe Expert
May 9, 2023

Are you're running CC in Windows Compatibility Mode?

 

  1. Go to Win Start menu.
  2. Scroll down to CC desktop icon (cloud).
  3. Right-click and select Open File Location. This should launch File Explorer.
  4. Right-click on Creative Cloud and select Properties. 
  5. Click on Compatibility tab.
  6. See screenshot.

 

Nancy O'Shea— Product User, Community Expert & Moderator
kglad
kglad
Adobe Expert
May 8, 2023

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, what version of the cc desktop app is installed?  (and can you update it?)

K
Kevin23634124uw74Author
New Participant
May 8, 2023

Reset did not work.

 

I am using version 5.10.0.573.

 

I feel like I have old software on my computer somewhere that isn't in an apparent location.

kglad
kglad
Adobe Expert
May 8, 2023

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-messaging 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-messaging

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.

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