Open the following location on your system:
- Windows: C:\Program Files (x86)\Common Files\Adobe\
- macOS: /Library/Application Support/Adobe/
Last updated on
Dec 9, 2025
Learn how to resolve error code 11 “Deletion of Adobe Genuine Service failed” during app installation.
Error code 11 occurs when an older or incompatible installation of the Adobe Genuine Service prevents the Creative Cloud installer from continuing. The installer attempts to remove the existing AdobeGCClient folder but fails during the process.
Existing or incomplete Adobe Genuine Service installation
To resolve this issue, delete the existing AdobeGCClient folder so that the Creative Cloud desktop app can install the latest version.
Note
Ensure you’ve closed all Adobe apps and no background processes are running before deleting the folder.
Locate the AdobeGCClient folder and delete it along with all its contents.
Relaunch the Creative Cloud desktop app.
When prompted, select Accept or Deny on the Adobe Genuine Service consent dialog box based on your preference.
- Accept allows Adobe Genuine Service to run in the background and verify the authenticity of your Adobe apps.
- Deny prevents the service from running. You can still install and use your apps, but you may see reminders asking you to allow the service again.
