Instalproblem

[Emile_Calon3754]

I recently purchased a refurbished MacBook Pro (Intel Core i7-9750H processor, 64GB AMD Radeon RX 5500 graphics card).

However, I can't install Lightroom and Photoshop. Is this because I have an old Mac, or is there another problem? Can anyone help? Best, Emile

[kglad]

see if it meets specs, https://helpx.adobe.com/creative-cloud/system-requirements.html

[John Waller]

Which operating system?

[Emile_Calon3754]

The newest macOS

[Shivangi_Gupta]

Hi @Emile_Calon3754,

We appreciate you writing in. In addition to the questions asked by the expert above, could you confirm if you get any error while installing the application?

Let us know. We are here ti help.

^Shivangi

[Emile_Calon3754]

After entering my login information and password, the process stops on this Mac. I've deleted all Adobe, Lightroom, and Photoshop data from my old computer, but I can't install Adobe and Lightroom on the new one. Even after canceling my old account yesterday and agreeing to open a new one for more money, this is very frustrating.

[Jeffrey_A_Wright]

Thanks for the update, Emile! If the installation stops after the incorrect password is entered, make sure to enter the correct administrator credentials to complete the installation process. Please see https://adobe.ly/3Hd3yha for more information. ^JW

[Emile_Calon3754]

I'm sure I'm using the correct login information. I used those to log in and out. However, I'm afraid there are still remnants of Adobe or Lightroom on my old computer, even though I can't find them. Because of cookies on my new Mac, I can't create a new account either.

[John Waller]

I'm sure I'm using the correct login information. I used those to log in and out.
By @Emile_Calon3754

So you're entering your Mac login details to allow software to be installed? Not your Adobe ID and password?

[Emile_Calon3754]

No, absolutely not, I only use Adobe login details to install Adobe and Lightroom.

[kglad]

copy and paste here a screenshot of the prompt you're seeing.

[kglad]

your old mac is unrelated to any problem you're having with your new mac.  are you being prompted by your computer or by adobe for your login/password?  if you're not sure, copy and paste a screenshot of the prompt into a reply here.

[Emile_Calon3754]

I can't take a screenshot and log in right now. I have to go to work. I'll send everything tomorrow and hope to solve this problem then. I really enjoy working with Lightroom. See you tomorrow!

[kglad]

sounds good.

[Emile_Calon3754]

These are the screenshots you ask for. I hope it gives you an idea what te problem is. To start the installation I enter my emailaddress and password, after which the installer ‘ shakes’ briefly and does nothing else. Greetings Emile Calon

[kglad]

there are no screenshots showing.  

do nothse email to reply.  click the thread link in the email and then reply in adobe's forum here.

[Emile_Calon3754]

[kglad]

are you using your mac's password?

[Emile_Calon3754]

No, I use the Adobe-password

[kglad · Accepted solution]

that won't work.  you're being prompted by your mac for your mac password.

[Jeffrey_A_Wright · Accepted solution]

Thanks for the screenshot, Emile. Kglad is correct, the computer is asking for the credentials for an account with Administrative access to the computer. This is necessary as part of the installation process for most applications. Please see https://adobe.ly/3HoFVCf for more information from Apple on this topic. ^JW

[Emile_Calon3754]

Thanks, It works.

[kglad]

you're welcome.  glad it's resolved.

[John Waller]

To start the installation I enter my emailaddress and password, after which the installer ‘ shakes’ briefly and does nothing else.

The screenshot you have posted is your macOS operating system (not Adobe) asking you for permission to install software on your hard drive. It shakes briefly when you enter an incorrect password such as your Adobe password.

As the others have stated, at this step you enter your Mac admin password (not your Adobe ID or password) to allow the Adobe installer to proceed with the installation of the software.