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Adobe CC not working on Surface Pro 9 5G

Community Beginner ,
Dec 18, 2022 Dec 18, 2022

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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?

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correct answers 1 Correct answer

Community Beginner , Dec 20, 2022 Dec 20, 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.

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Community Expert ,
Dec 18, 2022 Dec 18, 2022

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<moved from using the community >

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Community Expert ,
Dec 18, 2022 Dec 18, 2022

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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-mes...

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.

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Community Beginner ,
Dec 20, 2022 Dec 20, 2022

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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! 

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Community Expert ,
Dec 20, 2022 Dec 20, 2022

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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-mes...

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.

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LEGEND ,
Dec 18, 2022 Dec 18, 2022

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

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Community Expert ,
Dec 18, 2022 Dec 18, 2022

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@Test Screen Name 

 

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

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Community Beginner ,
Dec 20, 2022 Dec 20, 2022

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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.

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Community Expert ,
Dec 20, 2022 Dec 20, 2022

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my suggestion fail?

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Community Beginner ,
Dec 21, 2022 Dec 21, 2022

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

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Community Expert ,
Dec 21, 2022 Dec 21, 2022

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do you know why the visual c++ repairs in my suggestion failed and the one you used worked?

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