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Participant
December 18, 2022
Answered

Adobe CC not working on Surface Pro 9 5G

  • December 18, 2022
  • 4 replies
  • 3741 views

I am able to install the CC application and Lightroom and Photoshop on Surface Pro 9 5G (Windows 11 ARM63) but I keep seeing errors (CRLogTransport.exe unable to start correctly 0xc0000007b) and CC cannot update and both Lightroom and Photoshop do not work.

 

Does anybody know how to fix this issue?

This topic has been closed for replies.
Correct answer Bram276188394z97

It was a Visual Studio C++ issue and I followed the steps outlined in Lightroom ARM64 unable to start correctly (0xc0000... - Adobe Support Community - 13326197 to get it fixed. Basically you have to install the older 2013 and 2015 versions as well for both x32 and x64.

4 replies

Bram276188394z97AuthorCorrect answer
Participant
December 21, 2022

It was a Visual Studio C++ issue and I followed the steps outlined in Lightroom ARM64 unable to start correctly (0xc0000... - Adobe Support Community - 13326197 to get it fixed. Basically you have to install the older 2013 and 2015 versions as well for both x32 and x64.

kglad
Community Expert
Community Expert
December 21, 2022

my suggestion fail?

Participant
December 21, 2022

Yes, I followed all your steps and it did not work.

Legend
December 18, 2022

Have you checked system requirements to make sure ARM is supported?

kglad
Community Expert
Community Expert
December 18, 2022

@Test Screen Name 

 

lr and ps are compatible with arm 64 (op typo), https://helpx.adobe.com/download-install/kb/arm-processors.html

kglad
Community Expert
Community Expert
December 18, 2022

do a clean cc install carefully following each applicable step (eg, you can probably skip to the cleaner 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-messaging

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

restart your computer (don't skip this)

reinstall the cc desktop app using*



*
use 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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

Participant
December 20, 2022

Thanks for the details reply! 

 

I tried the above and tried the ARM64 (same issues) and the W32/64 version (indicates it is not compatible with my OS, which is strange as W11 on ARM can emulate x32/x64 code).

 

Any further suggestions would be highly appreciated! 

kglad
Community Expert
Community Expert
December 20, 2022

you probably have a visual c++ issue:



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-messaging

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*



*
use 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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

kglad
Community Expert
Community Expert
December 18, 2022

<moved from using the community >