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uninstalling Illustrator on government laptop

New Here ,
Oct 31, 2023 Oct 31, 2023

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I work for the Army. There are multiple versions of Illustrator (2021, 2022, 2023) on my hard drive (other Adobe apps, too, including Photoshop, InDesign, InCopy, and Premiere). Someone from the IT help desk tried to uninstall the 2021 version from the Windows 10 control panel, and got an error message saying something about MS Edge not being able to create a directory. She then tried to uninstall via the Creative Cloud app. No apps are displayed. There is a message that says "You don't have access to manage apps. Permission from your IT administrator may be required to enable apps management." She IS an IT adminstrator!  She launched CC app as an administrator with her own credentials. However, at the log-in screen, I use my credentials because she doesn't have an Adobe account. What's going on here? Is the problem because Adobe is trying do web-based install/uninstalls, which would definitely be problematic with government computers, where web access in either direction is strictly controlled. 

 

And why doesn't Adobe have dedicated support for government users whose security requirements are much more strict than personal users? 

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Adobe
Adobe Employee ,
Oct 31, 2023 Oct 31, 2023

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Hello @Guy33292389uoj8,

 

I understand the challenges you're facing while trying to uninstall Adobe Illustrator on your government laptop. Security requirements and access restrictions can indeed complicate the installation and removal of software on government devices.

 

Here are a few suggestions to help you with the uninstallation process:

  • CC Cleaner Tool: You can try using the Adobe Creative Cloud Cleaner Tool. This tool is designed to remove Adobe applications, including all their associated files, which can be useful in situations where a standard uninstallation process encounters issues. You can download the tool from Adobe's official website and run it with administrator rights.

  • Adobe Enterprise Support: Adobe does offer enterprise support for organizations users with stricter security requirements. If you have an enterprise plan, our enterprise support can provide tailored solutions and assistance specific to your environment.

 

In your situation, the CC Cleaner Tool should help resolve the issue. However, if you continue to experience problems, consider involving your IT department and exploring Adobe's enterprise support options.

 

I hope this information helps you in successfully uninstalling Adobe apps from your government laptop.

 

Best regards,

Anshul Saini

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New Here ,
Nov 08, 2023 Nov 08, 2023

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Thank you for your suggestion RE the CC Cleaner Tool. However, part of the strict security requirements is locking users out of installing/uninstalling any software of any kind. Even the IT dept can't just download a tool and install it; the tool has to already be vetted and available in the agency's "library" of authorized software. 

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Community Expert ,
Nov 08, 2023 Nov 08, 2023

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Did you contact the enterprise support? They should know how to handle this.

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Adobe Employee ,
Nov 13, 2023 Nov 13, 2023

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Hello @Guy33292389uoj8,

 

I understand the challenges you're facing with the strict security requirements in your government environment. Given the limitations on software installations and tools, it's indeed a unique situation.

 

Considering the constraints, I recommend reaching out directly to enterprise support. They specialize in addressing the needs of organizations with specific security and compliance requirements. Enterprise support can work with your IT department to provide guidance and solutions tailored to your environment.

 

Feel free to share this information with your IT department and encourage them to engage with Adobe enterprise support for assistance. If there's anything specific you need from my end or if you have further questions, please let me know.

 

Best regards,

Anshul

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