Unable to Install Adobe Apps on Microsoft Surface Laptop 7 – Stuck on Loading Animation
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Hello,
I am currently using a Microsoft Surface Laptop 7 and have been trying to install Adobe apps from Adobe Creative Cloud. However, the installation process gets stuck with a loading animation, and the apps never fully install. I have tried restarting my computer, logging out and back into Creative Cloud, and even reinstalling the Creative Cloud app, but the issue persists.
Could you please help me resolve this issue? Any troubleshooting steps or suggestions would be greatly appreciated.
Thank you
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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.
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Hi ahl_3765,
We appreciate you reaching out. In addition to trying the suggestions listed by @kglad, could you share the sytem specifications (OS version, RAM, GPU, Processor, etc) with us?
Which Adobe apps have you tried installing? Do you get any error message? Also, could you check if the installation gets stuck at any particular %?
Looking forward to your response.
^SG
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The system specifications of my Microsoft Surface Laptop, 7th Edition are:
Processor: Snapdragon(R) X 12-core X1E80100 @ 3.40 GHz, 3417 Mhz, 12 Core(s), 12 Logical Processor(s)
GPU: Adreno X1
RAM: 16.0 GB
OS Name: Microsoft Windows 11 Home
Version 10.0.26100 Build 26100
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follow the listed clean and install steps.
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Did you ever get this figured out? I am having the same issue on the same computer. Well, my issue doesn't go quite as far as yours- I can download the installation files but nothing happens when I try to run them. Any suggestions you can provide would be super appreciated. I am trying to download Adobe Illustrator. Thanks!
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Hi @raya_8504,
We are sorry for the trouble. I assume you are trying the steps listed in this article? https://adobe.ly/3CZl32e
Could you share more details? Do you get any error message?
Looking forward to your response. We are here to help.
^Shivangi
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I have tried the steps in that article but it has not been helpful. I do
not receive an error message. When I try to run the installation file, it
opens the Creative Cloud desktop and goes no further. I pay for the service
but am unable to download it to my computer. I recently got a new computer-
could that be playing a role? Do I need to uninstall Ai on my old computer
in order to use it on my new laptop? Any help you can give me would be
greatly appreciated.
Thanks
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Raya, I am sorry the solutions offered in this discussion did not help you. Please be aware these solutions are only applicable to individual memberships where the individual has complete control of the computer and network they are using.
I don't see an active membership or subscription under the account you used to post to this public discussion forum, Raya. What type of subscription are you using? Is this your personal computer? ^JW
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Hello Jeffrey,
I have the same issue. New Surface laptop today, won't install Illustrator. I have a CC acount. I was able to install Photosop and Acrobat. I'm pretty sure the best solutions isn't copy and pasting Ai files from my old laptop to a USB and then pasting them into my new CC folder.
Looking forward to your response.
Thanks, Tony
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apologies for the typos 🙂
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Brand new laptop today.
I get this error
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your computer doesn't meet specs.
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Thanks for sharing the details, @tonyd48492581. As @kglad mentioned, Adobe Illustrator does not work on system's with ARM-based processors.
However, Adobe Illustrator Beta works on Windows for ARM devices (with Qualcomm SD X-Elite processors) for the English locale. Check more details here: https://adobe.ly/41wnyCP
Adobe is actively working to develop a fully native version of Illustrator for ARM processors. You can check more info here: https://adobe.ly/3QylqUD
Let me know if you have any questions.
^Shivangi
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does you computer meet ai specs, https://helpx.adobe.com/creative-cloud/system-requirements.html
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