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"You're up to date!" But I am not?

Participant ,
Oct 19, 2022 Oct 19, 2022

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Hello

 

I am watching Max and I would love to try the new features but I cannot download the new software because Creative Cloud shows I am up-to-date.

 

I found the help page; https://helpx.adobe.com/ca/creative-cloud/kb/creative-cloud-application-recognizing-available.html

I have done every step down to deleting the opm.db, and I still cannot get the new updates. Any suggestions?

 

Mac Pro (2019) Big Sur 11.7, 3.2 GHz 16-Core Intel Xeon W, 96 GB 2933 MHz DDR4

 

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correct answers 1 Correct answer

Participant , Oct 20, 2022 Oct 20, 2022

Hello

 

The best advice was to contact Adobe.

 

It was not easy to find but the “Contact Us, real help from real people, Start Now” link opened a chat window. I was able to explain my issue and they offered a remote-control session wherein a support person established a connection to my computer and resolved the issue. It took about two hours, but I have now accessed and downloaded all the new updates.

 

Here are some observations about this issue;

 

The steps suggested at; https://helpx.adobe.com/ca/creative-cloud/kb/creative-cloud-application-recognizing-available.html

...

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Community Expert ,
Oct 19, 2022 Oct 19, 2022

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you may need to update your os.  what particular app?

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Participant ,
Oct 19, 2022 Oct 19, 2022

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Hello

Illustrator, Photoshop, and After Effects. When I launch Lightroom Classic, it says that there is an update, but when I click the message, it takes me to CC and there I am told I am up-to-date.

The new versions do not work on Big Sur? That OS is up to date for OS v11.7.

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Community Expert ,
Oct 19, 2022 Oct 19, 2022

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i only checked ps.  big sur is the min for this months ps update, https://helpx.adobe.com/creative-cloud/system-requirements.html so you should be ok with it.

 

try resetting your cc app:  make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

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Participant ,
Oct 19, 2022 Oct 19, 2022

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I have already tried the reset, many times. That does not work. As I mentioned in the original post, I have done every step (reset included) that is listed in that article.

 

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Community Expert ,
Oct 19, 2022 Oct 19, 2022

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if you're in the usa (where, i think, the update servers have all received the updates to distribute), either contact support* to get direct links or do a clean install** of the cc app

 

*

use a browser that allows popups and cookies and contact adobe support by clicking 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

p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.s. you can also use twitter to tweet @AdobeCare

 

**
uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller, 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

repair all ms visual c++ versions that can be repaired.

update your ms visual c++, if it can be updated

restart your computer (don't skip this)

reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud

if you're unable to download the cc desktop app at this stage, use 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

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Participant ,
Oct 19, 2022 Oct 19, 2022

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I am in Canada.

If your intention was to overwhelm a graphic designer with all of these technical steps, you have been successful.

I posted that I did an install of CC. One of your links starts with this "Adobe does not recommend that you uninstall the Adobe Creative Cloud desktop app."

I think contacting Adobe was the most useful part of this post. Everything else was about my understanding.

Thank you very much for your help.

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Community Expert ,
Oct 19, 2022 Oct 19, 2022

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i tried to include asterisked material so you could skip irrelvant stuff.  because you're not in the usa, you should skip it all.

 

the adobe servers don't all get updates at the same time.  the updates are rolled out to the various world-wide servers at a pace/schedule beyond my understanding.

 

bottomline: do nothing right now.  wait a few days and then retry updating.  or, if it's really important, you can get direct links from adobe support.

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Participant ,
Oct 19, 2022 Oct 19, 2022

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Update: I have downloaded and installed CC again, I still cannot see any updates.

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Community Expert ,
Oct 19, 2022 Oct 19, 2022

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You may need to wait until the staggered rollout of updates becomes available to you.

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Participant ,
Oct 20, 2022 Oct 20, 2022

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Hello

 

The best advice was to contact Adobe.

 

It was not easy to find but the “Contact Us, real help from real people, Start Now” link opened a chat window. I was able to explain my issue and they offered a remote-control session wherein a support person established a connection to my computer and resolved the issue. It took about two hours, but I have now accessed and downloaded all the new updates.

 

Here are some observations about this issue;

 

The steps suggested at; https://helpx.adobe.com/ca/creative-cloud/kb/creative-cloud-application-recognizing-available.html

did not work and the tech support person didn’t try any of them.

 

Being located in Canada was not the issue, I could download the updates on a different computer. Waiting would have just wasted time.

 

Establishing a remote session with Adobe required many steps to allow the activity in my system preferences (security permissions) to allow the remote-control tool. This requires the Administrator PW for my local machine. There were also concerns over the use of my NordVPN. We tried both the VPN on and the VPN off and I found that there were fewer dropped connections if I left my VPN on.

 

The remote control once established does allow Adobe to reconnect after a computer restart which was comforting while going through the steps to repair Creative Cloud.

 

One of the steps the support person did was to download the Creative Cloud Cleaner tool.

 

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html


I cannot discuss the steps in using this tool, the support person was really quick when using it.

 

The support person also used the Mac Activity Monitor to force quit many of the little applications associated with CC.

Finally, they downloaded and installed CC from; https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

 

As I said, the tech person took almost two hours to get my system working again. Something that, as a simple graphic designer, was well beyond anything I would have been able to do with confidence. I am suspicious that this is not an isolated incident, the support person knew exactly what to do and didn’t have a single question for me about the issue once it was clear that all the apps showed up-to-date when they were not.

 

Thank you to the people in this forum that tried to help with this issue. A big thank you to the Adobe support person that connected to my machine and fixed this problem, I am back to work again.

 

So if you are having this problem, go straight to the chat and get a remote session to let Adobe correct the problem. Have a great day.

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Community Expert ,
Oct 20, 2022 Oct 20, 2022

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youre welcome.

 

for others, the op's solution amounted to:

 


uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller, 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

repair all ms visual c++ versions that can be repaired, if win computer

update your ms visual c++, if it can be updated, if win computer

restart your computer (don't skip this)

reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud

if you're unable to download the cc desktop app at this stage, use 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

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