Creative cloud desktop will not load after installation on new laptop Windows 11 pro

[Michael28312949xsko]

I purchased a new laptop roughly a week ago, an ASUS ProArt StudioBook.  I have been unable to either install or load Creative Cloud despite following every tip and trick documented. I've had 2 adobe support helpers remote into my laptop and still failed to resolve this problem.  I won't dwell on how frustrated I am, but I have spent probably 20 hours at this point with nothing to show for it.

At first, I was not able to even install the CC and would eventually get an error like 207. After uninstalling and cleaning CC off, I managed to install CC 64-bit from the alternative download link page.

Then it supposedly is installed but will not load.  It will just pinwheel and periodically set my fans off doing nothing.

I've turned off firewalls, anti-virus, cleared caches, updated drivers, flushed DNS, changed permissions, created new Administator accounts and intalled and cleaned CC off more times than I can count. I've twice had "engineers" from adobe remote in to resolve the issue, all to no avail.  I even did a clean install of windows 11. Same result-  nothing.  It isn't the hardware and I have another pc on the same network that will run it, so I don't believe it is a router/isp issue.

I am at a complete and utter loss.

[kglad]

uninstall the cc desktop app 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


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 on often have success with the older win 10 installer.

[Michael28312949xsko]

Just tried them. No dice unfortunately. Same song and dance. I appreciate the effort though.

[kglad]

did you use the older win 10 installer?

[John T Smith]

Do not count on Windows to be fully up to date when it comes to device drivers
Go to the vendor site to be sure you have an updated driver for your graphic adapter
.
nVidia Driver Downloads https://www.nvidia.com/Download/index.aspx?lang=en-us
-for all Adobe programs use the STUDIO driver, not the GAMING driver
-To achieve the highest level of reliability, Studio Drivers undergo extensive
-testing against multi-app creator workflows and multiple revisions of the top
-creative applications from Adobe to Autodesk and beyond
528.24 1-23-23 https://www.nvidia.com/Download/driverResults.aspx/198731/en-us/
.
If you have a laptop you MAY also need to check for a laptop specific nVidia driver
-SOME laptops require an approved driver from the laptop company, not nVidia
.
AMD/ATI Driver https://www.amd.com/en/support
.
Intel https://downloadcenter.intel.com/product/211969/Intel-HD-Graphics-Family

Do you have dual graphics adapters?
Go to the Windows Control Panel and select Hardware and Sound and then select Device Manager... In Device manager you click the + sign to the left of Display Adapters... and see if 2 are listed
IF YES, read below
-https://community.adobe.com/t5/Premiere-Pro/Premiere-Pro-could-not-find-any-capable-video-play-modules/td-p/4166501
-Use BIOS https://community.adobe.com/t5/Premiere-Pro/quot-could-not-find-any-capable-video-play-modules-quot-... to select a display adapter
-http://www.anandtech.com/show/4839/mobile-gpu-faceoff-amd-dynamic-switchable-graphics-vs-nvidia-optimus-tec...

[Michael28312949xsko]

I gave it a shot and get the same results.  I must admit I am always wary of messing with my bios settings as that is even further outside of my depth than even than normal IT  stuff. I appreciate your help even if it didn't work out.

I am all around just confused and depressed now. I don't know who I am more disappointed by, ASUS, who developed a machine that is purpose built for Adobe products or Adobe, for being incapable of a simple installation. I'm seriously just considering trying to return this machine because the cost in time is not worth it.

[Faulkner28455285vdgp]

I also tried the same process but still its a no go. Any other option or solution for this.

ballsportsgames

[kglad]

if you followed all the steps to uninstall/clean and then tried installing the older win 10 cc desktop app and that failed with no error message, contact adobe support. there are 3 ways to contact adobe; chat, phone and twitter:

chat:
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.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

[Michael28312949xsko]

Were you able to get Creative Cloud installed? If not, I wrote a follow-up reply for my "fix".

[Michael28312949xsko · Accepted solution]

So, I got it to finally work.  I sat through 4 interminal customer support sessions with adobe technicians having remote access to my machine.  They mostly went through all the same things I already tried(I get why they need to do that themselves) and the achieved the same results as me: none.  Usually it would be an hour or so and they would eventually give up and say that they would contact me in the future but not with a specific time. 

On the last session, after an hour and a half or so, they asked me to reinstall Windows 11 on my machine as a clean install. This machine was just upgraded to Windows 11 within the past week from Windows 10 because I hoped it would solve my Creative Cloud installation problems. That didn't help then so I had little confidence that it would work again. But, what the hell else are you gonna do?

I dutifully created a USB windows bootable drive and reinstalled windows. It was annoying, mostly because it is tiresome to have to opt out of all the spyware and bloat that Microsoft tries to package into everything. The 2 Adobe techs I had been speaking to assured me they would call me back in 20-30 minutes after I reinstalled the operating system.  The call never came.

So after disabling or uninstalling Microsoft Teams, One Drive, McAfee, Skype etc., I used Edge to login to Adobe and retry installing Creative Cloud.  It worked and was installed with the efficiency you would expect normally to be the case but hadn't been in the last 2 weeks. It worked and there is no explaination why. Before I agreed to reinstall my operating system, I asked why and was told that either Windows is blocking it or it was a router issue(I knew it wasn't the router because I had another machine that would connect through it). So the explanation from Adobe fundamentally is that Windows is responsible for blocking the installation of their software.  That is a ludicrous interpretation. I don't need to reinstall my operating system anytime I install any other software. What the truth is, is that Adobe is not fully compatible with Windows.  Why that is, is a mystery that only Adobe knows or possibly doesn't know themselves.

So for anyone else out there reading this, the "solution" I personally found was that a clean reinstallation of Windows 11 worked for me, even though it already was cleanly installed a week previously. Take what lessons from this that you can and I hope that your installation nightmares end quickly and swiftly. I'm going to have a drink, but just the one.

[kglad]

well, glad you got it sorted.