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Installation Problems

New Here ,
Dec 19, 2022 Dec 19, 2022

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Have been using photoshop for 10+ years in the form of CS6 on a older MacPro.  Was recently gifted a trashcan MacPro with 12 core and 64GB running Monterey, and signed up for the Photography bundle on the new machine.  Installation appears to go smoothly, but that's apparently not the case:  I can launch PS and I can open and modify jpegs or tiffs, but cannot access camera raw at all.  The plugin shows up in preferences but nothing happens when I select it.  Any attempt to open a raw file results in a "unsupported file" type message.  Quitting PS requires use of the force quit option every time, so something is amiss.  Also, the creative cloud app will function fine to download apps but otherwise the cloud icon just spins on "getting storage information".  This failure is also evident in PS in the form of an exclamation point on the cloud icon.    I've uninstalled and reinstalled everything a couple of times, logged out/in, restarted, etc.  Any ideas what might be going wrong?  Thanks!

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Creative Cloud , Installation

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Community Expert ,
Dec 19, 2022 Dec 19, 2022

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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, 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*



*
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

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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Community Expert ,
Dec 19, 2022 Dec 19, 2022

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I don't think CS6 is fully compatible with that operating system... even Sierra causes problems

Apple did not maintain backward compatibility, so try this to install old programs
https://helpx.adobe.com/creative-cloud/kb/install-creative-suite-mac-os-sierra.html

 

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Community Expert ,
Dec 19, 2022 Dec 19, 2022

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@John T Smith 

 

cs6 is irrelevant to the op's issue unless i missed something.

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Community Expert ,
Dec 19, 2022 Dec 19, 2022

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Oops... you are right... the Cloud photography subscription should work

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Community Expert ,
Dec 19, 2022 Dec 19, 2022

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@John T Smith 

 

op's message is confusing with irrelevant information, and not well organized.

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New Here ,
Dec 20, 2022 Dec 20, 2022

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Thanks for the replies and suggestions.  I followed the flow of procedures outlined above but unfortunately it all still behaves the same.  I decided to cancel the plan but after doing so I received an email from Adobe inviting me to communicate directly with <Spam E-mail removed by Moderator>.  I sent them the following email:

 

Hi,
I am a long-time user of PS, but I have not used the CC version.  I have been operating with CS6 on an old Mac, but recently I was gifted a newer MacPro (trashcan version with 64GB/12 core processor).  I have tried to subscribe to the $9.99 photography plan and everything seemed to go smoothly during install.  However, I immediately ran into a couple of problems that caused me to eventually uninstall and cancel the plan.  I don’t really want to do that, so I’ll try to describe what was happening and see if you can help.  I posted a message to the forum but their suggestions did not help.  

1.  The first problem is that photoshop would not open raw files (RAF from my camera, but also DNGs).  My first response to this was to download Bridge (thinking I could have it host CR).  However, I couldn’t even get Bridge to launch.  Next I tried jpegs and tiffs and both of those open in PS without problems.  If I go to the PS menu I can see Camera Raw in both of the usual places but selecting (it or its preferences) produces nothing.  

2.  There is some sort of problem communicating with the creative cloud.  The CC app shows all the software options but the cloud icon in the upper right just shows “getting storage information”.  This is consistent with what I was seeing in PS where the cloud icon there had a warning saying it couldn’t access the cloud storage.

I’m semiretired and in my 60s.  I’m by no means a computer expert.  However, I have installed other apps on the new computer (CaptureOne, Affinity) and they work fine, though they are lacking in features compared to PS, and I’d rather not have the new learning curve that comes with them.

Thanks in advance for any help you can offer.  JG

 

I received a reply back requesting the "24 Digits serial number".  Now I'm really feeling old and in the way because I have no idea where that could be for a digital product.  I can't seem to find it in the "about" screen or anywhere on the CC app.  In the meantime, I did check a couple of other Google suggestions (make sure PS isn't opening in CMYK, and check the 32 bit option in Preferences>File Handling.  Neither of those worked.  I know something isn't right because I still have to force quit PS to get out of it (and the cloud icon on the PS home page still says "unable to load", the cloud isn't syncing, etc.  

Otherwise, for jpegs or tiffs it seems that all of the functionality is present (except for syncing to the cloud which I don't care about anyway, at least for now).

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Community Expert ,
Dec 20, 2022 Dec 20, 2022

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@porscheparker 

 

ALERT: that email is a scam.  it is NOT from adobe.  and again, it's not a possible scam, it is a scam.

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Community Expert ,
Dec 20, 2022 Dec 20, 2022

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and, if you want to "fix" your ps, follow the steps in my first reply to you.

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New Here ,
Dec 20, 2022 Dec 20, 2022

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Thanks for the alert about the scam.  I thought something seemed weird.  Anyway, I very carefully went back thru the steps you outlined above and alas I cannot get it to work.  On the reinstall, I actually stopped at CC and just focused on trying to get it to move past "Getting storage information..." when I click on the cloud icon upper right.  There were several good suggestions via Google, but nothing worked.  Clearly, if I can't get that fundamental aspect working properly then I doubt a cloud-based system is going to work reliably for me.  I guess I've reached the point where I have to admit that I don't have the skill level and time for this set up.  I'll figure out a way to make due with non cloud/sub alternatives.  Thanks again for your help and your rapid responses!  Peace.

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Community Expert ,
Dec 20, 2022 Dec 20, 2022

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Be sure to cancel your trial subscription BEFORE 14 days or you will have to pay

 

To Cancel https://helpx.adobe.com/manage-account/using/cancel-subscription.html

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Community Expert ,
Dec 20, 2022 Dec 20, 2022

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you could let adobe support connect with your computer and fix this for you, if you're inclined.

 

that would require connecting via chat: 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... 

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Community Expert ,
Dec 20, 2022 Dec 20, 2022

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Legacy CS6 is NOT compatible with Mac Catalina, Big Sur or Monterey. 

 

Creative Cloud software will work on Monterey with compatible CPU, GPU and administrative user account.  See links below for details.

- https://helpx.adobe.com/creative-cloud/system-requirements.html
- https://helpx.adobe.com/photoshop/system-requirements.html
- https://helpx.adobe.com/photoshop/kb/photoshop-cc-gpu-card-faq.html

Hope that helps.

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Expert ,
Dec 20, 2022 Dec 20, 2022

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@Nancy OShea 

 

the op is trying to install current adobe versions.

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