Certain apps don´t appear in the CC app and cannot be downloaded (Premiere, Audition..)

[defaultdd0y4z3ynj49]

Hello,

I manage the computer room / media lab for a university and have trouble installing / running certain Adobe apps, namely Premiere and Audition. It´s a full CC license for education institutions.

Recently any Adobe app would close immediately after launch. For reinstallation purposes, I uninstalled Premiere to check if that would fix the problem - unfortunately, Premiere has completely vanished. It is uninstalled from the computer and doesn´t appear on the CC management app anywhere. When I try to download it via the Adobe website, it redirects to the CC app where it still cannot be found. It´s the same problem when I try to install it locally (e.g. using an installation file from a different website).

I have tried several things:

- updated windows (we have Windows 10 Education; unfortunately the computers lack a tpm component, so they cannot be updated to Windows 11)

- updated CC, uninstalled and re-installed it

- checked for compatibility mode issues (there were none)

- googled a lot without success

- checked whether the computers fulfill the system requirements via Adobe´s website (they do, at least according to the green check mark)

I managed to solve the problem of the installed apps crashing instantly, but cannot solve the problem of Premiere and Audition not appearing anywhere / being unable to download them.

This is only an issue with the two computers in the lab. On my own office computer, it works just fine.

Both computers are 64 bit, Windows 10 Education and maybe 3-4 years old.

Any help / advice would be appreciated. Thanks!

[kglad]

open the support tab on your admin console > start chat or start case or request expert session. https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

<moved from download&install>

[Kevin Stohlmeyer]

Hi @defaultdd0y4z3ynj49 what are the computer's specs?

Specific OS version

Total RAM installed

HD available space

Graphics Cards/VRAM/Driver version

One of the reasons an app does not show in the CC desktop app is the computer doesnt meet requirements to install.

[defaultdd0y4z3ynj49]

Hi kevin,

I am not too much a computer specs expert, but I hope I got everything. Feel free to ask if I missed something.

I´ve been told that the computers are fairly new and part of the Adobe apps run successfully, so I hope that something can be done about it.

The specs are:

PC #1:

Processor: i7-8700K CPU @ 3,7 GHz

RAM: 32GB

64 Bit system

Windows 10 Education (Build 19045.2673)

HD: 94,4 GB available (930 GB in total)

BIOS: 1601

Graphics card: intel UHD Graphics 630

VRAM: 128 MB

total storage: 16314MB used (out of 16442 MB)

main drivers: igdumdim64.dll, igd10iumd64.dll, igd12umd64.dll

version: 30.0.100.9805

PC #2 has the same basic specs, but a different graphics card.

Processor: i7-8700K CPU @ 3,7 GHz

RAM: 32GB

64 Bit system

Windows 10 Education (Build 19045.2673)

HD: 94,4 GB available (930 GB in total)

BIOS: 1601

Graphics card: NVIDIA GeForce RTX 2080

VRAM: 8010 MB

total storage: 16350MB (used) from 24360MB (in total)

drivers: nvldumdx.dll (listed four times)

model: WDDM 2.7

[Kevin Stohlmeyer]

HI @defaultdd0y4z3ynj49 PC 1 does not meet minimum system requirements for Creative Cloud. Your UHD 630 is well under specs and 94 GB is not enough HD space to install the software.

PC2 has a better Graphics card for sure but again not enough HD space.

I would expect at least 200 GB free disk space to install and run the software.

[Nikhil R Gupta]

@defaultdd0y4z3ynj49 You mentioned that 2 machines have issues. Do you have the same configuration for all the machines in the lab where the installation and Adobe apps are working?

Maybe you can try creating a package from the Admin console and try installing and if that fails then we can check the logs.

[defaultdd0y4z3ynj49]

Hi Nikhil,

the core specs is the same for both pcs, but they have different graphics cards. If you´re referring to some other configuration - I believe the have been configured in the same way, but would need more specifics to check.

Unfortunately, I don´t have access to the admin console and do not know who has - if someone at the university has even been given admin rights. It gives me an error message when I try to access the admin console.

[SuJoshi · Accepted solution]

@defaultdd0y4z3ynj49  Please navigate to the below locations and confirm if you are getting the "AdobeUpdater.overrides" files:

C:\ProgramData\Adobe\AAMUpdater\1.0\
C:\Program Files (x86)\Common Files\Adobe\UpdaterResources

[Kevin Stohlmeyer]

Check with your Universities IT department. They may be the ones with access to the Admin console.

How was the software originally installed? Did you do it or was the lab installed by IT?