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InVision ambassador ambassador
Matt Wright Matt Wright

Unable to install on Windows with Photoshop 2020

Every time we run the craftinstaller it says "Please install on the latest version of Adobe Photoshop".  Tried uninstalling photoshop and re-installing.  Any ideas?

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador Edited
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Hi Matt,

So sorry to hear that you're having issues installing Craft for Photoshop on your Windows machine. We have seen some other reports of this issue in Community, and it appears to be related to a known issue that our Support and Engineering teams are taking a look at.

That being said, I'd like to have our Support team take a closer look at this for you to determine if you are, in fact, encountering this same issue. I'll be opening a ticket on your behalf with our Support team so they can assist. Please look out for an email from one of our Support agents soon.

Hope this helps!

Shaina

If anyone else is experiencing this issue, please contact our Support team directly here to report.


Matt Wright
InVision ambassador Matt Wright , ambassador
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We will try that today, I'll let you know.

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Thanks, Matt! Hope that helps clear some things up in the meantime. 

I noticed that one of our Support agents has following up on your ticket with some troubleshooting questions. They will need the information requested in their response in order to determine if you're encountering the same issue that our Engineering team is currently looking at.

If you have any trouble finding the response via email from our Support agent, please let us know.

Have a good one,

Shaina

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Matt Wright
InVision ambassador Matt Wright , ambassador
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We tried to perform the above but could not find "Sync" in Windows > Extensions.

This is a Windows 10 PC 1809 with Photoshop CC 2020

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Thanks for attempting that and for providing that additional information. I have made your Support agent aware of your follow up comment here in Community.

Please look out for an email from your Support agent soon.

Best,

Shaina

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Matt Wright
InVision ambassador Matt Wright , ambassador
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Has there been any updates to this issue?

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Ella B
InVision ambassador Ella B , ambassador Edited
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Hi Matt,

I'll ping your Support agent to reach out with any updates.

They'll be in touch as soon as they are available!


Best,
Ella

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Ryan Speer
InVision ambassador Ryan Speer , ambassador Edited
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I am experiencing this same issue. I am trying to fully understand the workaround that is suggested above. It says to download the Craft plugins and unzip, but I only see CraftInstaller.exe when I do that... there are no file folders.

When I try to run CraftInstaller.exe that is when I get the message "Please install the latest Adobe Photoshop version..."

The reason I was attempting to reinstall is because previously sync wasn't working and I received an error message relating to generator. I saw another community thread that included a recommendation from support to uninstall/re-install Craft, so that's what I did... but now I am stuck unable to re-install.

Need this functionality very urgently, so hoping there is an update on this known issue. Thanks for your help!

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Camille M
InVision ambassador Camille M, InVision Employee , ambassador
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Hi Ryan,

So sorry to hear that you’re running into this issue! Thanks for providing the details you have here in Community for our team to use for further troubleshooting.

I’m opening a ticket on your behalf with our Support team so they can troubleshoot with you internally. Please keep an eye out for an email from one of our Support agents soon.

I apologize for any frustration and disruption that this issue is causing you!

Thanks for hanging in there,

Camille

 

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Ryan Speer
InVision ambassador Ryan Speer , ambassador Edited
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Thank you for the very prompt response! Since posting, I have found a temporary fix for the issue, which is simply to roll back to an older version of Photoshop CC. It definitely seems that these issues are isolated to Photoshop 2020.

As soon as I rolled back I was able to re-install. Once back up and running, I also noticed that the syncing errors I was experiencing prior to attempting to re-install are also resolved. So I will just continue to use the old version until Craft Sync compatibility with 2020 is confirmed.

I would recommend anyone who finds this thread because they are experiencing any issues either using or installing Craft Sync with Photoshop 2020 will save themselves a lot of hassle by simply rolling back to an older version of Photoshop. Fortunately, Adobe CC makes it easy to have multiple versions installed at the same time.

Thanks again for getting back so quickly and hope this info can be useful for others.

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Laura Cunha
InVision ambassador Laura Cunha, InVision Employee , ambassador
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Hi Ryan,

Thank you for the update! Good to hear you were able to avoid this issue by rolling back to a previous version of Photoshop.

That said, we would expect Craft to be compatible with Photoshop 2020. As such, our support team would definitely like to have a closer look into the troubles you've been running.

We've shared some workaround steps for getting Craft to be installed in Photoshop 2020 in the ticket we opened on your behalf earlier. I recommend you have a look into those steps, and let our team know if you still run into troubles after that.

Cheers,
Laura

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