Creative Cloud application shows Acrobat as Installed but it isn't...

[grgegergreg]

I have installed Creative Cloud application [latest release]  and once I sign in it shows Acrobat as Installed. It isn't and is not visible in Add/Remove Programs. This is a fresh installation of Windows 11 24H2 on a Microsoft Surface Pro. A Repair of the CC app did not resolve. If you click on Uninstall in the CC app on Acrobat it goes to 1% and ends without completing. All of the other application in the suite install fine. If it was a security restriction imposed internally I would expect none to install. Has anyone else seen anything similar?

[Anshul_Nautiyal]

Hi @grgegergreg,

Thanks for reaching out. From your description, it seems you have installed the latest Creative Cloud application, and after signing in it shows Acrobat as already installed, even though Acrobat is not actually on the system and does not appear in Add/Remove Programs. This issue usually happens when leftover entries from a previous Acrobat installation are being detected, even though the application itself is not present.

Please try the following steps:

Sign out of the Creative Cloud desktop app, quit it completely, and remove Adobe credentials from Windows Credential Manager; then sign back in and check the Apps tab again. Refer to this document: https://adobe.ly/4n0DOEh

If the issue persists, try deleting the Creative Cloud database file to force a rescan. Remove the file at %LocalAppData%\Adobe\OOBE\OPM.db and relaunch Creative Cloud.

If it still does not resolve, I recommend using the Creative Cloud Cleaner tool, which is a utility for experienced users to clean up corrupted installations. Please check the following document: https://adobe.ly/46sFYFP

Hope this helps. Let us know if you need further assistance.

Regards,

^AN

[grgegergreg]

Cheers. I have this on 3 PCs [the only 3 where I have reinstalled CC after Windows 11 wipe and reload] and the third I had built from our Windows 11 image 30 minutes before I installed CC so definitely no previous installations. Continuing to work through this though. I followed the first URL and in Credential Manager there weren't any references to "Adobe User Info". I then deleted the OPM.db but this didn't make a difference either. I expected this as two different users on this machine had the same issue. I will try the Creative Cloud Cleaner Tool but given this is multiple devices I suspec the issue relates to something outside of the installation itself. I will try this on one of the other machines and work through the first two steps so I have repeated it.

[Bani Verma]

Hi @grgegergreg, 

Thanks for sharing the update. Please let us know once you have tried all the troubleshooting steps shared by Anshul. Preloaded OEM packages or system images may sometimes include Adobe installation remnants even on fresh installs.

A few other things you can try: 

· Press Win + R, type %temp%, and delete all files to remove leftover installation data. 

· Reset the hosts file, which may block activation or installation

· It could be that the firewall or proxy settings are interfering. Try the troubleshooting steps shared here: https://adobe.ly/46qBgZ3

I hope this helps. Feel free to let us know if you still need help. 

Thanks,
^BS

[grgegergreg]

Thanks both. Working through each step. 

- I don't think it can be the Credentials as it does the same under two User Accounts but I tested this anyway There were not user specific entries in Windows Credentials.

- Removing the OPM.db didn't make a difference.

- The Creative Cloud Cleaner Tool when I went to remove Acrobat did not see Acrobat as installed so it wasn't an option to remove. I clicked All then it showed what was installed only. 

- I signed out of CC then went to %temp% and deleted the contents. I could get rid of everything barring 3 .tmp files which I suspect relate to the OS and not Adobe. When I signed back into CC it was the same.

- The Hosts file had no IP addresses in it that were not hashed out. 

- I am not sure why firewall or proxy settings might be interfering but I will try anything. In my head I was thinking why would it do this for one application and not all. I wasn't really sure which aspect to look at though. 

The other piece of information I should add is we built three PCs using our default image and all had  the problem so I basically repeated the process but manually. Installed vanilla Windows, [installed CC now and it showed the option to install Acrobat],added to Domain, installed software, VPN, etc and at each stage checked that CC was displaying the same and it was so in theory this is the same as the 3 machines but is working ok. All I haven't done is manually install everything in the image then try to install CC at the end. I will try today.

[Bani Verma]

Thanks for the update. Do let us know after manually re-imaging your machine and reinstalling Creative Cloud. 

^BS