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Unable to Install Adobe Apps on Microsoft Surface Laptop 7 – Stuck on Loading Animation

New Here ,
Nov 22, 2024 Nov 22, 2024

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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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Community Expert ,
Nov 22, 2024 Nov 22, 2024

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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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Adobe Employee ,
Nov 22, 2024 Nov 22, 2024

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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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New Here ,
Nov 22, 2024 Nov 22, 2024

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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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Community Expert ,
Nov 23, 2024 Nov 23, 2024

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follow the listed clean and install steps.

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New Here ,
Feb 19, 2025 Feb 19, 2025

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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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Community Expert ,
Feb 19, 2025 Feb 19, 2025

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@raya_8504 

 

follow the listed clean and install steps.

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Adobe Employee ,
Feb 20, 2025 Feb 20, 2025

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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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New Here ,
Feb 20, 2025 Feb 20, 2025

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Hello-

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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Adobe Employee ,
Feb 20, 2025 Feb 20, 2025

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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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New Here ,
Feb 24, 2025 Feb 24, 2025

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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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New Here ,
Feb 24, 2025 Feb 24, 2025

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apologies for the typos 🙂

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New Here ,
Feb 24, 2025 Feb 24, 2025

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Brand new laptop today.

 

tonyd48492581_0-1740447196727.pngexpand image

 

tonyd48492581_1-1740447196728.pngexpand image

I get this error

tonyd48492581_2-1740447250455.pngexpand image

 

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Community Expert ,
Feb 24, 2025 Feb 24, 2025

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your computer doesn't meet specs.

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Adobe Employee ,
Feb 24, 2025 Feb 24, 2025

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LATEST

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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Community Expert ,
Feb 24, 2025 Feb 24, 2025

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