Adobe XD appears as not compatible on Creative Cloud desktop app

Error details

Creative Cloud desktop app shows Adobe XD as Not Compatible on a Windows machine that meets all the system requirements.

Root Cause

If a Creative Cloud executable file is made to run on compatibility mode with an unsupported Windows version (such as Windows 7 or Windows 8), this issue occurs.

After the UI is loaded, XD shows a pop-up menu if the compatibility mode is enabled for any of the following executables:

  • C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\HDBox\Setup.exe
  • C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\HDBox\Set-up.exe
  • C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ElevationManager\Adobe Installer.exe
  • C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ElevationManager\AdobeUpdateService.exe
  • C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ADS\Adobe Desktop Service.exe
  • C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe
  • C:\Program Files\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe

Workaround

Before you troubleshoot the error, ensure that your machine meets the XD system requirements.

If the machine meets the requirements, try the following steps:

  1. On Windows, navigate to C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ACC\.

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

  3. In the Creative Cloud.exe Properties dialog, click the Compatibility tab. Deselect the Run this program in compatibility mode for option and click Apply.

  4. Repeat the steps 2-3 for all the executables mentioned below:

    C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\HDBox\Setup.exe

    C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\HDBox\Set-up.exe

    C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ElevationManager\Adobe Installer.exe

    C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ElevationManager\AdobeUpdateService.exe

    C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ADS\Adobe Desktop Service.exe

    C:\Program Files\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe

  5. Restart computer and launch the Creative Cloud desktop app.

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