Illustrator wont show up in creative cloud

[erik_5332]

I have a ARM64-based computer with Microsoft Windows 11 Home. I have Illustrator included in my plan, but it wont show up in the creative cloud app. Neither under "all apps" or "beta apps", the only beta apps showing up is Photoshop and Indesign. Two weeks ago I was able to download the Illustrator beta app from Creative cloud on this computer, but after I had to restart my computer and redownload everything, Illustrator did not show up anymore. I have also tried to download Illustrator directly from your webpage, but it just opens the creative cloud app and nothing happends. Do you have any solutions to how I can get Illustrator downloaded on my computer?

[kglad]

check the needed specs, https://helpx.adobe.com/creative-cloud/system-requirements.html

[Peru Bob]

If your computer does meet the minimum specs, try resetting the CC App.
To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:
Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

If that doesn't work, try uninstalling and reinstalling the CC App:
https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

[Ben M]

Only Illustrator beta supports ARM based computers and only specific ones. If your system does not meet those requirements then you will not see it as an option to install. This discussion may also be relevant to watch with the latest updates from the beta and discussion with some users who have had issues downloading. ( https://community.adobe.com/t5/illustrator-discussions/illustrator-beta-now-live-on-windows-for-arm-... ). 

Minimum System Requirements:

• Processor: Snapdragon X Elite X1E-78-100 (up to 3.4 GHz, 12 cores)
• Graphics: Snapdragon X Elite Qualcomm Adreno.

[Ruchika Wadhawan]

Hi @erik_5332 ,

To further investigate this issue, please help in collecting creative cloud logs using Log collector tool.

In addition to this, could you help us share the hdpim.db file from the following path on your machine:

C:\Program Files\Common Files\Adobe\caps.

Also, just to clarify, you were able to see illustrator on this same machine earlier?

Regards,

Ruchika Wadhawan

[erik_5332]

I think I have done that now.

Yes, I was able to see and download Illustrator beta on this machine before I had to restart it and redownload everything.

[Ruchika Wadhawan]

Can you share the hdpim.db file via DM and also share the the file name of the Creative cloud logs which were uploaded.

Regards,

Ruchika Wadhawan

[erik_5332]

I get an error when I try to send you a DM, but the filename of the CC logs I uploded is  AdobeLogs_20240911_084256_579-win-GS. I am not able to fins a hdpim.dm file.

[erik_5332]

I found the hdpim.db file! But I am still not able to DM you, or to uploud it here.

[Ruchika Wadhawan]

Hi @erik_5332 Thanks for sharing the logs file name. We retrieved it from the portal and our initial investigation shows Indesign and Photoshop as previously installed apps. Could you try to rename hdpim.db to hdpim.txt and then try to upload it. The DB would help us to check the actual products.

If that doesn't work, @Shivangi_Gupta could you please connect with @erik_5332 to fetch the hdpim.db file.

Regards,

Ruchika Wadhawan

[erik_5332]

I tried to change the name but it still says that the file type is not accepted

[Shivangi_Gupta]

Hi @erik_5332,

We appreciate you reaching out. I am also using Windows 11. I can see beta version available for all the eligible apps. Could you sign out and sign back in to your Creative Cloud app and then check it again ?

Let me know the result.

Thanks,

Shivangi

[erik_5332]

Illustrator still wont show up. I Have also tried to delete and reinstall the app, but still nothing.

[Peru Bob]

Did you use the cleaner tool?

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

[erik_5332]

I tried it now, but that did not work either.

[Peru Bob]

Please go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies in your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.