Illustrator will not install

[laurac78173897]

I have just bought a brand new MICROSOFT 13" Surface Pro OLED, Copilot+ PC - Snapdragon X Elite, 1 TB SSD

I am trying to download illustrator, however, it will not install. 

On my creative cloud, it only shows the online beta version (which is not what I want). When I use the browser to download the app, it downloads the set up file. 

After double clicking on the set up file (+ trying run as administrator), it just opens my creative cloud again but doesn't install. 

I've had a surface pro in the past (one of the earlier models) and it worked absolutely fine. 

Help!

[Monika Gause]

@Anubhav M can you please help with a Copilot compatible version?

[Anubhav M]

Hello @laurac78173897,

Sorry to hear about your experience. Would you mind trying the following steps to check if they help:
- Download and install the Creative Cloud Desktop app (https://adobe.ly/3SH8Y6i)

- Navigate to the Apps pane, select Beta apps and Install Illustrator (beta) 

If the problem persists, kindly share a screen recording of your workflow and the problem (https://adobe.ly/4deCg4u), so we can investigate this further.

Looking forward to hearing from you.

Thanks,

Anubhav

[raj_5857]

Hello Anubhav, 

Im having the same problem with downloading the desktop application for the illustrator beta. I too have a MICROSOFT 13" Surface Pro OLED, Copilot+ PC - Snapdragon X Elite, 1 TB SSD. 

Please advise. 

[Anubhav M]

Hello @raj_5857,

Sorry to hear about your experience. Would you mind confirming if the suggestions shared above helped resolve the problem? If not, kindly share some screenshots of the problem, so we can better assist you.

Looking forward to hearing from you.

Thanks,

Anubhav

[Brilliant Dragon]

Hello Anubhav,

I got the error message saying my Adobe Illustrator Beta has expired.  And then the app closes.  I thought maybe uninstalling/reinstalling would help.  I ran into a bigger problem - the Beta app is no longer showing on my Adobe Creative Cloud Desktop so I can't even reinstall.

I am on a SnapDragon Arm64 so need this Beta as there's no way for me to even use the version made for Intel chips.

Please help.  I have tried Adobe CC Desktop reinstall.  I have tried Adobe CC Cleaner.  It just doesn't do anything to show me a link to reinstall the beta.

[Anson22024936rhqk]

Hi Anubhav, I'm having the same problem as Brilliant Dragon mentioned above. I'll DM you. Thanks.

[Brilliant Dragon]

Hi Anson,

I was able to get my problem fixed by calling text support at 1-800-915-9428.  I never got a resolution through this website.

Over the phone, I was asked to then email a screenshot of my Adobe Creative Cloud, which shows that there's no way to reinstall Illustrator Beta once I uninstalled it.  The problem was passed on to the back office and resolved within 48 hours.

Perhaps during your phone call, mention my user name and this post and it will speed up whatever steps the back office takes to resolve your problem as they can lookup the steps taken to fix mine.  Also, the phone tech's name was Bhoopendra Singh.  Maybe it's possible for them to route the same problem to the same tech for quicker resolution.

All the best!

[Anson22024936rhqk]

Hi Brilliant Dragon,

Thanks very much for sharing that, I appreciate it.

[Nealwtf]

April 2025, still having the same issue, very f-ing nice, adobe

[Anubhav M]

Hello @Nealwtf,

Would you mind sharing more details, like the version of the OS installed and screenshots of the error message you receive when trying to install your apps, so I can better assist you?

Also, try the suggestions shared in this help article (https://adobe.ly/3XPO5bR) and share your observations.

Looking forward to hearing from you.

Anubhav

[enrico267606545qgw]

same problem here surface pro 11 ( italian market ) + (sad customer experience )

while buying top machine, we expect top service.

ciao

[Anubhav M]

Hello @enrico267606545qgw,

I am sorry to hear about your experience. Would you mind sharing your Adobe ID and Locale (en-US / it-IT) via DM so I can check it with the team?

Looking forward to hearing from you.

Thanks,

Anubhav

[joel_6231]

I am expierencing the same problem who can I contact for this issue

[Anubhav M]

Hello @joel_6231,

I am sorry to hear about your experience. Would you mind sharing your Adobe ID and Locale (en-US / it-IT) via DM so I can check it with the team?

Looking forward to hearing from you.

Thanks,

Anubhav

[AKMAL RIDZUAN]

I am experiencing the same problem from my Microsoft Surface Pro 11th Edition

[Anubhav M]

Hello @Muhammad AKMA242929003axe,

Sorry to hear about the trouble you're having installing Illustrator on your new Copilot+ PC. Could you confirm the exact version of the OS installed on your device and share a small screen recording/screenshots of the problem/error message, so I can better assist you with this?

Looking forward to hearing from you.
Anubhav

[WutthiphongPoo]

problem still there. I can't use Illustrator on Microsoft Copilot+.
No where to download the beta.

[Anubhav M]

Hello @WutthiphongPoo,

I am sorry to hear about your experience. Would you mind sharing your Adobe ID and Locale (en-US / it-IT) via DM so I can check it with the team?

Looking forward to hearing from you.

Thanks,

Anubhav

[alexia_pokam_1102]

I am currently experiencing the same issues with my microsoft copilot+, where I can only use beta illustrator and there is no option to use after effects. I would like to DM you as well if you dont mind.

[Anubhav M]

Hello @alexia_pokam_1102,

I understand that you value having access to After Effects on Microsoft Copilot+ PCs. Would you mind posting this request in the After Effects community (https://adobe.ly/3BhdiEb) so our team can better assist you with this question?

Feel free to reach out if you have more questions or need assistance. We'd be happy to help.

Anubhav

[alexia_pokam_1102]

I've done that now. However I'm still having issues with illustrator, will they assist me with that too?

[Anubhav M]

Hi @alexia_pokam_1102,

I'm sorry to learn that you're still experiencing issues with Illustrator. Could you please provide more information about your workflow, the specific problem, and the version of the OS/Illustrator in a new thread, so I can assist you more effectively?

I look forward to your response.

Anubhav