Can't update to latest version of Lightroom CC

[adamb232280]

I need to update my version of Lightroom CC so that I can import RAW files from my new Canon 5D mark iv. I have updated Lightroom to version 2015.5.1 and it says that Lightroom is now up to date. However, this is not the latest version and I still cannot import photos from my camera. I pay monthly for the latest version of Lightroom and Photoshop.

Does anyone know how I can update to the latest version?

[kglad]

if your os is compatible,

Downloadable installation files available:

• Suites and Programs:    CC 2017 |  CC 2015.5 | CC 2015 | CC 2014 | CC | CS6 | CS5.5 | CS5 | CS4, CS4 Web Standard | CS3
• Acrobat:  DC, XI, X | X Suite | 9,8 | 9 pro extended exe,9 pro extended 7z | 9 standard  | 8 standard |
• Authorware:  7.01 windows |
• Captivate:  9 | 8 | 7 | 6 | 5.5, 5 | 1
• Cold Fusion:  11, 10 | 9.0.2, 9.0.1, 9.0.0, 8.0.1, 8.0.0, 7.0, 6.1, 6.0, 5.0, 4.0 |
• Contribute:  CS5 | CS4, CS3 | 3,2
• FrameMaker:  12, 11, 10, 9, 8, 7.2 |
• Lightroom:    6.8| 5.7.1|  4.4 | 3.6 |
• Photoshop Elements:  15,14,13,12,11,10,9,8 | 9,8,7 win | 8 mac | 7 mac
• Premiere Elements:  15,14,13,12,11,10,9,8| 9, 8, 7 win | 8 mac | 7 mac

Download and installation help for Adobe links

Download and installation help for Prodesigntools links are listed on most linked pages.  They are critical; especially steps 1, 2 and 3.  If you click a link that does not have those steps listed, open a second window using the Lightroom 3 link to see those 'Important Instructions'.

[David__B]

Hi Adam,

In addition to the suggestions from Kglad, I've seen this article help in some instances:

https://helpx.adobe.com/creative-cloud/kb/creative-cloud-application-recognizing-available.html

Best,

- Dave

[adamb232280]

Thanks for the suggestions, kglad and David__B. I'll give it go tonight when I get home.

[adamb232280]

I've tried all those solutions but unfortunately none of them work.

The link that kglad posted just takes me to myCreative Cloud and tells me that Lightroom is up to date.

I've tried all the solutions that David__B suggested: The 'check for updates' is greyed out so I can't select it, Ctrl+Alt+R does nothing, 3 and 4 do not work; I haven't tried uninstalling and reinstalling Lightroom as I'm worried I will loose my image catalogue.

Does anyone have any other suggestions?

[kglad]

you should see this at the link i posted,

[adamb232280]

Thanks kglad. That link opens up a window in my browser listing versions of Lightroom, but there are no clickable links...

[David__B]

You can definitely reinstall Lightroom without affecting your catalog or images. Our support could assist if you're nervous about the process.

Here is the default location: Photoshop Lightroom catalog FAQ

[adamb232280]

Thanks David. I've now uninstalled and reinstalled Lightroom, but it hasn't solved the problem. It has installed a different version as the splash screen is different - a forest scene instead of a blue woman's face as before. I checked for the version but it just says 2015. I still can't import RAW files from my Canon 5D mark iv.

Any other ideas?

[kglad]

try a different browser.  clicking the lr 6.8 link should take you to a page where you see this:

and the download links start your download.

[adamb232280]

I've tried it in Chrome and Firefox and it does the same. It brings up a window with the list, but no clickable links:

[David__B]

You could work with our support directly, just sign in with the Adobe ID associated with your membership and there should be contact options at the bottom

Contact Customer Care

[adamb232280]

Ha! That was the first thing I tried, but despite it saying the live chat is available 24/7, it's never been available whenever I've tried so far!

Thanks anyway.

I hope they can sort this out soon. Not much point me paying a monthly subscription for a product that doesn't work properly!

[kglad]

it looks like you're clicking the image in message 5 instead of clicking the appropriate link in message 1.

the only links in my messages in this thread are in message 1.  the rest are images.

scroll to message 1, click the lightroom 6.8 link and download your installation file.

[adamb232280]

Ok, I see your second message is just an image - sorry! I also tried clicking the links in the first message, but it just takes me to my CC  app where it says Lightroom is up to date so I can't download the latest version.

[adamb232280]

kglad I managed to get your link to work and downloaded the latest version of Lightroom. However, it still does not support RAW files from my Canon 5D mark iv. Here is the splash screen from Lightroom - I assume it's the latest version as it doesn't give the version number anywhere:

I've tried contacting Adobe support, but the only option is live chat and it's never available. Does anyone know how I can contact Adobe support?

[kglad]

Working with Canon Dual Pixel raw CR2 files in Camera Raw and Lightroom

[adamb232280]

I read that article already. I'm not using Dual Pixel RAW, just standard RAW format.

[kglad]

what's the cr version in your lr?  if it's 9.7 or 9.8, that's that needed version.

[adamb232280]

How do I find out what version I have? My CC app says it's up to date, but it doesn't say anywhere which version it is.

[kglad]

open lr > click help > about cr

[adamb232280]

It says its camera raw version 9.0. Why is it saying its up to date when it's not?

[kglad]

i don't know, but that's the problem.

do you have a subscription or the perpetually licensed lr?

[adamb232280]

I pay a monthly subscription for Lightroom and Photoshop.

At at least we know what the problem is. Now we just need to find a solution!

[kglad]

what's your os?

do you have the cc desktop app installed?

do you have any other cc programs installed?