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Adobe Photoshop Family

7 Messages

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162 Points

Thu, Nov 2, 2017 3:39 PM

Lightroom Classic is missing from Creative Cloud desktop app

After spending almost 5 hours with Adobe support chat, in three different chat sessions, I was still unable to update to Lightroom Classic. (It just wasn't appearing in my CC desktop app.) I finally decided to uninstall all of my CC apps, and then uninstall the CC desktop app. After this, I was able to go to the Adobe site and download and install Lightroom Classic (which also downloaded the CC desktop app at the same time). Now, I have Lightroom Classic, but for some reason, LR Classic is still not appearing in my list of installed programs in the Creative Cloud desktop app, so I am unable to get updates. I have tried everything I can think of, run through every troubleshooting step I could find. I'm running Windows 7 SP1, and have plenty of RAM and disk space.

Responses

Official Solution

Employee

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1.7K Messages

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32.4K Points

3 years ago

Here is a solution that works for Kelly:

Creative Cloud desktop app is running in compatibility mode. In past also, we found some instances where Creative Cloud desktop application app was running in compatibility mode, due to which it was not displaying all the latest version of products supported on that OS. Compatibility mode is not necessary for the Creative Cloud desktop app and prevents the application from correctly detecting the version of Windows. To fix this issue, customer can follow below steps to disable compatibility mode for Adobe Creative Cloud desktop application:


  1. Navigate to “C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ACC\”

  2. Right-click “Creative Cloud.exe” and choose Properties.

  3. On the Compatibility tab, deselect the Run this program in compatibility mode for option.




     4. If the Compatibility mode checkbox is grayed out like the following screen capture, click on “Change settings for all users” button. And deselect the Run this program in compatibility mode for option for all users.



     5. Follow the same steps for “Setup.exe” present at “C:\Program Files (x86)\Adobe\Adobe Creative Cloud\HDCore\”

     6. 
Restart computer and launch the Creative Cloud desktop app

Principal Scientist, Adobe Lightroom

16 Messages

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664 Points

3 years ago

Sending thoughts and prayers. They'll probably help more than adobe support. 

7 Messages

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162 Points

Yes, Adobe support has been very frustrating. Thanks.

Employee

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575 Messages

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11.5K Points

3 years ago

Hi Kelly,
I'm sorry you're having a hard time with your Creative Cloud app. Seeing that you've already had multiple chat sessions you may have tried to re-launch the app but just in case...

Try:

Ctrl, alt, R for Windows

This will re-launch the Creative Cloud desktop app and may help.

7 Messages

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162 Points

Thanks for the suggestion. That is one of the many things that I've tried. But thanks anyway.

Employee

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575 Messages

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11.5K Points

I'm looking into it and will get back to you.

7 Messages

 • 

162 Points

Thanks. I really appreciate it.

Employee

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1.7K Messages

 • 

32.4K Points

Hi Kelly, I've sent you a private email to collect relevant log files to provide more info. Thanks.

Principal Scientist, Adobe Lightroom

Employee

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575 Messages

 • 

11.5K Points

3 years ago

Hi Kelly,
I'm sorry you're having a hard time with your Creative Cloud app. Seeing that you've already had multiple chat sessions you may have tried to re-launch the app but just in case...

Try:

Ctrl, alt, R for Windows

This will re-launch the Creative Cloud desktop app and may help.

2 Messages

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90 Points

3 years ago

Hi Kelly,

Sorry for the inconvenience and thanks for reporting this issue. Most likely there is a pending update of OS in your system. Please update and relaunch the CC app after it's finished.
The Classic app should be listed in CC app.

Lr Classic doesn't appear for non-compatible OS in CC app.
Please let us know if this resolves the issue.

Regards,
Abhishek Wankhede

146 Messages

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2.4K Points

3 years ago

Ok, whoever figured this out is my hero. Ive not had Lightroom CC show up in the CC desktop app since it was released. Done everything I could think of, short of uninstalling everything. Although I’m already running LR CC, I had to copy the whole thing from another computer each time there was an update.
This fix has sorted my issue out 100% and now i have a fully working Adobe Decktop CC app again.

In a thread where I had brought this up the Adobe staff member said he would not help any more because i said I didn’t think uninstalling erverytrhngi would be the answer. I felt this was quite rude, and the fact that the above fix did the trick shows i was correct, and I didn’t need all the upheaval totally uninstalling all things Adobe would have caused.
I’m glad at least one member of the Adobe staff could help with this.