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Updates not listed in Creative Cloud desktop app

Explorer ,
Nov 16, 2022 Nov 16, 2022

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We have several users who are not able to update their applications (specifically Premiere) past version 22.6.2 and we need them to be on v23. Despite doing everything listed in this Adobe Support document including a full reinstall of Creative Cloud, they still can't update their applications past version 22. We do not have any restrictions on any of our users as far as what versions they can use. 

 

Anyone have any ideas as to why this might be happening? What are we missing?

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correct answers 1 Correct answer

Community Expert , Nov 17, 2022 Nov 17, 2022

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

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Community Expert ,
Nov 16, 2022 Nov 16, 2022

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do their computers meet specs?

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Explorer ,
Nov 17, 2022 Nov 17, 2022

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Yes, they do

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Community Expert ,
Nov 17, 2022 Nov 17, 2022

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have then reset their cc apps.  

 

reset the cc desktop app: make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

 

if that fails, for individual users the next steps would involve repairs and even reinstalls, but i suspect there's something else causing the problem originating from the console.

 

<moved from cc services>

 

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Explorer ,
Nov 17, 2022 Nov 17, 2022

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Already tried both of those suggestions, including complete re-install of creative cloud. One of my first thoughts was that this was some kind of managed package thing on the admin console, however we don't have nor have ever used packages

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Community Expert ,
Nov 17, 2022 Nov 17, 2022

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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

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Explorer ,
Nov 17, 2022 Nov 17, 2022

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Already done, thanks! 

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Community Expert ,
Nov 17, 2022 Nov 17, 2022

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you're welcome.

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