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"Update required" prompt, but I have Windows 11

New Here ,
Nov 30, 2022 Nov 30, 2022

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I get the following dialog box in the Creative Cloud Desktop telling me I need to upgrade to Windows 11, but Windows 11 is installed on my laptop.

Creative Cloud version 5.5.0.617

System: Windows 11 Home Edition

Version 10.0.22000 Build 22000

 

Adobe Light dialog.png

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correct answers 1 Correct answer

Community Expert , Dec 01, 2022 Dec 01, 2022

ok, then there's a cc desktop app problem.

 

try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall

if that fails, do a clean cc install following each applicable step:

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

...

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New Here ,
Nov 30, 2022 Nov 30, 2022

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Sorry, it says I need to upgrade to Windows 10 or later, I have 11. Same story.

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Community Expert ,
Dec 01, 2022 Dec 01, 2022

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reset the cc desktop app: make sure it's in the foreground, then press:

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

 

watch for running in convertibility mode.

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New Here ,
Dec 01, 2022 Dec 01, 2022

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Thank you for the response! Unfortunately, that did not work.

Just for fun I tried disabling my antivirus platform, that also did not work. Will try deleting and downloading again, though I think I've already done that.

 

Not a single app on the page is "compatible," more or less. For whatever reason, my 64 bit Windows 11 system is not recognizable as such.

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Community Expert ,
Dec 01, 2022 Dec 01, 2022

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it's not your adobe apps.  it's the cc desktop app.

 

if you use the exe to start adobe cc, right click that exe > click properties > click compatibility > make sure compatibility mode is UNCHECKED.

 

if you use a shortcut to the exe, make sure that doesn't have compatibility mode enabled, too.

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New Here ,
Dec 01, 2022 Dec 01, 2022

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Compatibility mode is unchecked, still not working.

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Community Expert ,
Dec 01, 2022 Dec 01, 2022

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ok, then there's a cc desktop app problem.

 

try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and 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

if that fails, do a clean cc install following each applicable step:

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 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

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New Here ,
Dec 01, 2022 Dec 01, 2022

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Success!

Uninstalled using the second link, then installed using the alternate download links.

There wasn't a download package for Windows 11 specficially, so I chose the most recent Windows 10 package "Windows 10 version 1903 and later (64-bit)."

Lightroom successfully added.

 

Thank you very kindly for your time and expertise!

-Kevin

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Community Expert ,
Dec 01, 2022 Dec 01, 2022

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thank you for the follow-up.  (and you're welcome!)

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