unable to install with win 11pro

Community Beginner ,
Apr 13, 2022 Apr 13, 2022

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hi, I am unable to install anything on my new laptop with win11pro, I have the logs, where can I send them to the support?

thanks,

C.  

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Adobe Community Professional ,
Apr 13, 2022 Apr 13, 2022

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Moving thread to the Download & Install forum from Using the Community

 

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Adobe Community Professional ,
Apr 13, 2022 Apr 13, 2022

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Which Adobe products you tried to install?

Do you get an error message? If yes please post the exact message.

Do you logged in as an Administrator or and user with Admin rights?

Do you have disabled security programs like internetsecurity, virus scanner, Adaware protecten an so on? 

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Community Beginner ,
Apr 13, 2022 Apr 13, 2022

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adobe creative cloud to then download all the other app

 

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Adobe Community Professional ,
Apr 13, 2022 Apr 13, 2022

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0. do you have a subscription?  

 

if yes, check your account to verify your subscription is what you expect and to verify your adobe id, https://accounts.adobe.com

 

1. can you install the cc desktop app from here https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud...

 

if not, post a screenshot of the error message.

if yes, 

 

2. can you use it to install your adobe subscription and trial programs?

 

if not, post a screenshot of the error message, or the problem you see.

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Community Beginner ,
Apr 13, 2022 Apr 13, 2022

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I have a subscription. I have tried so many times on those day to install it on my new laptop but after downloading here https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud... and installing, it says "loading creative cloud" and there the wheel goes on and on forever.

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Community Beginner ,
Apr 13, 2022 Apr 13, 2022

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after many minutes it says that to solve the problem something is missing or is damaged and I have to repair or exit. It is a loop because if I re-try always says the same, even if I try to repair.

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Adobe Community Professional ,
Apr 13, 2022 Apr 13, 2022

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ok, thank you for that info.  start here:

 

restart your computer and see if the cc app will open and respond.

 

if not, reset the cc desktop app by making sure it's in the foreground, then pressing:

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

if that fails, 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, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to download the cc desktop app at this stage, use the link 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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Community Beginner ,
Apr 13, 2022 Apr 13, 2022

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I've just tried but it is the same as before, it is installed but it load forever, then it says that the loading takes to much time and ask to repair or exit.

So it is the same as before.

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Adobe Employee ,
Apr 13, 2022 Apr 13, 2022

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Crispytaly, please check the settings for any installed software firewalls or security software.  Your most recent posts seem to point to a software firewall either blocking or slowing down access to the Creative Cloud desktop app until it becomes damaged.

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Community Beginner ,
Apr 14, 2022 Apr 14, 2022

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I've tried disabling firewall and antivirus but nothing happen

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Community Beginner ,
Apr 15, 2022 Apr 15, 2022

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Maybe I have a win11pro version which is to much new?

I tried to install into another laptop with a slightly lower version of win11 and everything goes on in very few minutes.

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Adobe Employee ,
Apr 15, 2022 Apr 15, 2022

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Hey there,

Thanks for being thorough. I'll get more info about the compatibility between Windows 11 Pro and Adobe applications. Meanwhile, I'd recommend taking a look at this article for some reference: https://helpx.adobe.com/download-install/kb/windows-11.html

Please stand by!

 

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Adobe Community Professional ,
Apr 15, 2022 Apr 15, 2022

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Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

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Adobe Community Professional ,
Apr 15, 2022 Apr 15, 2022

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LATEST

Do you have Microsoft Visual C++ Runtime Library for Windows 11 Pro?  I ask because most apps won't run without it.

You have to get it directly from Microsoft.

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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