The problem with re -installing photoshop

[Tasha65]

Greetings. Through the virus, I had to remove all Creative Cloud products from my laptop. I used the tools offered by Adobe on the official website to delete. But I can't install Photoshop again, Creative Cloud and Lightroom. I ask for help with this

[Aleke]

Hi @Tasha65! Welcome to the community! 😊

I'm sorry to hear you're having trouble reinstalling the apps. How are you trying to reinstall them? Are you getting any error messages? If you're doing it through your browser, could you try using a different browser?

Thanks a bunch!

Alek

[Tasha65]

Thank you for responding) When I run the exe file, nothing happens. It
doesn't show any errors. I tried another browser. It didn't help.

[kglad]

@Tasha65 

you should be using the cc desktop app to install ps and your other apps.

this page explains how to install cc apps by first installing the cc desktop app. the links at the page bottom allow you to select the installer suitable for your os, https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

[Tasha65]

Thank's) I'll try

[kglad]

@Tasha65 

wait.  did previously you improperly try to install ps (by not using the cc desktop app)?

[Tasha65]

No. I had Creative Cloud installed. And I downloaded Photoshop through it.
But I also uninstalled Creative Cloud because it wasn't working.

[kglad]

got it.  a clean install will probably be needed.

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 and you have windows, open your control panel > add/remove programs > cc desktop app > repair

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 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>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

[Shivangi_Gupta]

I see!
Could you try the steps listed in the article shared by the expert above? Let us know how it goes.

^Shivangi

[Nancy OShea]

Are you sure your computer is totally free from viruses?

Did you take it in for service by a qualified computer expert?

[Tasha65]

Yes. This is the first thing I did.

[Jeffrey_A_Wright]

Tasha, what steps did the computer expert take to recover the computer from the virus? Have you shown them this public discussion you started?

Any errors that occur during the download and installation process will be recorded in the log files. Please see https://adobe.ly/42Id7eC for information on how to locate the fatal errors preventing Photoshop from installing. Let us know what error messages you discover, Tasha! ^JW

[Tasha65]

I reached out to an expert before I wrote in this community. I obtained the
log files using information from the official website. The files were
automatically sent to Adobe. I was notified about this via email. I also
uninstalled all Adobe products using a tool that I downloaded from the
official website.

[Nancy OShea]

Make sure your computer meets the minimum CPU & GPU requirements. Most Creative Cloud apps work on these systems, no more than 2 versions back:

• Windows 11 (64-bit) versions 24H2, 23H2; Windows 10 versions 22H2, 21H2;
• MacOS 15 (Sequoia), 14.7 (Sonoma), 13.6.7 (Ventura).

- 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

Does your computer user ID have administrative level permissions to install software?

If this machine is owned by your school or employer, you may need to contact your IT dept for assistance.

[Tasha65]

I am the only user with administrative rights on the PC. I have Windows 11
64 bit installed on my laptop. It is a restored version after being cleaned
of a virus.
I noticed that the problem is specifically with the installation of Adobe
files.

Maybe I'll create a new Creative Cloud account. Then I'll download the
Creative Cloud for PC using this account for a 7-day trial period. After
that, I'll download Photoshop and Lightroom. When the trial period ends,
I'll try to switch back to my previous subscription. What do you think
about this?

[Jeffrey_A_Wright · Accepted solution]

Thanks for the update. As long as you are using an individual membership, the account is not likely the reason that Photoshop is failing to install. Starting a new trial will only create a duplicate subscription, Tasha.

Please do check the log files by following the steps listed in https://adobe.ly/4jradSM to locate the specific fatal error that is preventing Photoshop and other applications from installing.

If you don't want to look for the error yourself, then click on https://adobe.ly/4jmNoiT to connect with a member of our support team who can guide you through the installation process, Tasha. ^JW

[Tasha65]

Thank you, everyone who wrote me to help. I took advantage of your tips. And I was able to clean my laptop. I installed Creative Cloud and Photoshop. I was forced to cancel my subscription for photographers, get out of my account and go again. But there are two problems - a generative pouring in photoshop and I can't control my signatures

[kglad]

@Tasha65 

you're welcome.  so photoshop is successfully installed, correct?

if yes, and you're having some photohsop problems after photoshop starts, post that issues in the photoshop forum so the experts there can help.

[Tasha65]

Okay. Photoshop and Creative Cloud are installed on the laptop. The
programs are working. But there is no connection to Adobe services. I want
to cancel one subscription and get another.
And don't work a Generative Fill in Photoshop. The error 510

[kglad]

if you want to change plans, https://helpx.adobe.com/manage-account/using/change-plan.html

[Tasha65]

Thank's)
I logged into my account from my mobile phone using the Safari browser. Now
I can manage my subscriptions. This means that my Chrome browser on my
laptop is not working correctly. I will reinstall it. Maybe this
information will help someone too.

[kglad]

more likely your chrome has something (eg, popup blocker) causing the problem.

[Tasha65]

Thank you so much for your help)

[kglad]

you're welcome.  is all well?

[Tasha65]

Yes. But the generative fill isn't working.