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Misleading info on Adobe website

New Here ,
May 27, 2020

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Before purchasing a CC full membership I specifically checked if it would be possible to install previous versions on my Mac OS 10.11 system, and found this info updated only last month: https://helpx.adobe.com/download-install/using/install-previous-version.html

Upon downloading CC installer I even got a message telling me I should update my system but for now a previous version will be installed.

 

But double-clicking the installer gives this message: 'You can’t open the application “Creative Cloud Installer.app” because it is not responding.'

In my CC profile the option to download previous versions is not available.

 

Am I correct in thinking Adobe has dropped the option to install previous versions alltogether and the information on the website is plain wrong? Even the download message telling me a previous version will be installed is lying to me?

 

This is beyond annoying. Can Adobe offer any workarounds for those who want to spend good money on their apps the way they have offered for years?

StickyPixels, my apologies for any confusion.  Please upgrade to at least Mac OS 10.12 if you wish to utilize any of the applications or services that are included with a Creative Cloud membership.  To take full advantage of the applications and services you will need access to a computer running a current operating system.  Running macOS 10.14 or 10.15 will help make sure you are able to access the current applications that are provided with a CC membership.

 

For more information on the system requirements see https://helpx.adobe.com/creative-cloud/system-requirements.html. You will also want to check the system requirements for any apps you are planning on running.  While it is possible to run an older version of the Creative Cloud desktop app on Mac OS 10.12 you will find that the operating system is not sufficient to run the current and previous releases of our applications that typically require macOS 10.14 or 10.15 and later.

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Misleading info on Adobe website

New Here ,
May 27, 2020

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Before purchasing a CC full membership I specifically checked if it would be possible to install previous versions on my Mac OS 10.11 system, and found this info updated only last month: https://helpx.adobe.com/download-install/using/install-previous-version.html

Upon downloading CC installer I even got a message telling me I should update my system but for now a previous version will be installed.

 

But double-clicking the installer gives this message: 'You can’t open the application “Creative Cloud Installer.app” because it is not responding.'

In my CC profile the option to download previous versions is not available.

 

Am I correct in thinking Adobe has dropped the option to install previous versions alltogether and the information on the website is plain wrong? Even the download message telling me a previous version will be installed is lying to me?

 

This is beyond annoying. Can Adobe offer any workarounds for those who want to spend good money on their apps the way they have offered for years?

StickyPixels, my apologies for any confusion.  Please upgrade to at least Mac OS 10.12 if you wish to utilize any of the applications or services that are included with a Creative Cloud membership.  To take full advantage of the applications and services you will need access to a computer running a current operating system.  Running macOS 10.14 or 10.15 will help make sure you are able to access the current applications that are provided with a CC membership.

 

For more information on the system requirements see https://helpx.adobe.com/creative-cloud/system-requirements.html. You will also want to check the system requirements for any apps you are planning on running.  While it is possible to run an older version of the Creative Cloud desktop app on Mac OS 10.12 you will find that the operating system is not sufficient to run the current and previous releases of our applications that typically require macOS 10.14 or 10.15 and later.

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Adobe Community Professional ,
May 27, 2020

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Adobe allows you to install the current version and the prior version of all products, except Acrobat, where you can install only the current version. Older versions that are still on your system continue to run, however. There is no possibility to install an older version, if that is necessary, because newer versions are not supported by your old OS.

 

MacOS is especially frustrating because they dropped support for older application binaries in newer OS versions. The supplier has no choice. He can not offer a binary running on old and new OS. But as in addition Apple dropped support of older systems, you are framed.

 

Adobe does not offer any workarounds that Apple does not offer. Sorry for that.

Regards,
Abambo
Hard- and Software Engineer and Photographer

I'm not an Adobe employee. All advice constitutes my own opinion. Use at your risk! 🙂

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Adobe Community Professional ,
May 27, 2020

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"Am I correct in thinking Adobe has dropped the option to install previous versions alltogether..."

Yes & no.  It depends on your plan and product.

 

#1 All support for El Capitan and Windows 8/8.1 have been discontinued. 

 

#2 Please ensure your computer meets or exceeds the minimum system requirements to run Creative Cloud + all other apps you intend to use.  Requirements vary by product and platform so check them all.
https://helpx.adobe.com/creative-cloud/system-requirements.html

 

#3 You need a PAID creative cloud plan to access older versions. Individual plan members have access to 2020 and 2019 versions only.  FREE and Trial members do not have access to older versions.

 

#4 If internal policies permit it,  Teams/Enterprise plan members can request pre-2019 versions from their IT dept admin.

 

#5 For legal, technical and security reasons, Adobe prefers that all members use the latest release versions. 

 

Post back if you have any questions.

 

Nancy O'Shea, ACP
Alt-Web.com

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New Here ,
May 27, 2020

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Thank you for your reply. Not sure if I understand it though.

 

I did purchase a full, paid CC plan for all apps, so re: your #3 that entitles me to download older versions to all apps except Acrobat.

I am aware that support for El Capitan is discontinued, but the info on the Adobe website indicates I can still download and run the apps. This is what made me decide to purchase the CC plan.

 

Now I understand it is not possible for me to download the older apps for no other reason that the CC installer app will not run on my system? While if I could download the apps directly it would be possible to install them?

 

Why would Adobe make older versions of all apps available for download, except the CC installer? That is part of the package, isn't it? This is like selling coffee without a cup.

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Adobe Community Professional ,
May 27, 2020

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You have to select older apps from your CC Desktop Preferences.  See my screenshots below.

 

Creative Cloud Desktop SettingsCreative Cloud Desktop SettingsInstall > Other VersionsInstall > Other Versions

Disclaimer:  Muse was discontinued in 2018.  So 2018 is where it stops.

 

Nancy O'Shea, ACP
Alt-Web.com

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New Here ,
May 27, 2020

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Thanks again, but that's exactly where the problems sits: I don't have CC Desktop because I can't install it.

When I log into my online account at the Adobe website there is no such option (or at least I cannot find it), only current versions are available.

It's very much a catch-22 situation...

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Adobe Community Professional ,
May 27, 2020

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Which operating system do you have?

You will need Mac OS X v10.12 (Sierra) or later.  

 

 

Nancy O'Shea, ACP
Alt-Web.com

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New Here ,
May 27, 2020

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I'm on 10.11 (El Capitan), as I stated in my original post, and on my current machine I cannot upgrade. I'm planning on buying a new Mac later this year but I need CC now. 

It's becoming clear I'm stuck, I need to cancel my subscription and seriously reconsider if I want to spend so much money on a company that offers such flaky support.

Thanks anyway for your help.

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Adobe Community Professional ,
May 28, 2020

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Flaky support? 

 

My first reply to you was this:

"#1 All support for El Capitan and Windows 8/8.1 have been discontinued. "

 

To that, you replied,

"I am aware that support for El Capitan is discontinued..."

 

If you know El Capitan support is discontinued, why then are you trying to install Creative Cloud on an unsupported OS? 

 

See system requirements for Sierra.

https://www.trustedreviews.com/news/macos-sierra-system-requirements-supported-hardware-2942363

 

Goodbye & good luck!

 

Nancy O'Shea, ACP
Alt-Web.com

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New Here ,
May 28, 2020

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I very much appreciate your answers, but I am not aware that you are part of the official Adobe support system and assumed you were answering as a private person. Therefore I took your comments at (much appreciated) face value, where I feel as a consumer I should be able to rely on the info on the official website.

 

This info is at best unclear, in my opinion misleading, as it mentions 'older versions' are available. The 2018 version of most CC apps WILL run on El Capitan (i.e. https://helpx.adobe.com/illustrator/system-requirements/earlier-versions.html), this is a very recent and supported version and should therefore be available. It isn't.

 

So yes, I feel the support info on the website is inaccurate, incomplete, unclear and therefore flaky.

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Adobe Employee ,
May 28, 2020

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StickyPixels, my apologies for any confusion.  Please upgrade to at least Mac OS 10.12 if you wish to utilize any of the applications or services that are included with a Creative Cloud membership.  To take full advantage of the applications and services you will need access to a computer running a current operating system.  Running macOS 10.14 or 10.15 will help make sure you are able to access the current applications that are provided with a CC membership.

 

For more information on the system requirements see https://helpx.adobe.com/creative-cloud/system-requirements.html. You will also want to check the system requirements for any apps you are planning on running.  While it is possible to run an older version of the Creative Cloud desktop app on Mac OS 10.12 you will find that the operating system is not sufficient to run the current and previous releases of our applications that typically require macOS 10.14 or 10.15 and later.

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