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screen names are silly
Participating Frequently
February 17, 2023
Open for Voting

Stop asking me to sign in and stop logging me out on deactivation!

  • February 17, 2023
  • 14 replies
  • 2018 views

I swap between multiple computing devices (a couple of work machines - laptop and desktop, and home machines - again laptop and desktop, for remote working)

 

I think it's a shame that deactivation seems to make Creative Cloud forget me - as in completely log me out, why?

 

To switch computers, I have to go through the process of:

  1. typing in my email address (it's never remembered for some reason - I'm the only user of the PCs I use),
  2. opening the authenticator app on my phone, choosing the number,
  3. deactivating one of my installations,
  4. open the software.

 

It's really crazy?!

 

  • Why doesn't the Creative Cloud app remember my user account or, better still, keep me signed in?   There is no need to log me out when deactivating a licence.  Please fix this.   At the very least, with 2-factor authentication enabled, remember my email address!
  • Why can't Creative cloud automatically try to "swap" activations for two computers if one of them doesn't have any Adobe apps running.  Even if I had left something open, auto save it and deactivate.  Even better... if the document was stored in the cloud, automatically save the document, sync it and reopen it on the computer I'm trying to use.  Like some sort of "continuity".
  • Other software companies can deal with a "concurrent licence" policy.  When a user closes the software, the activation is released automatically - seems pretty simple to me!  Obviously, I can imagine situations where laptops are without internet access, but there are alternative strategies to mitigate this sort of thing.
  • Fundamentally though why can't "sign in" be retained on as many PCs as you like?   "Sign in" and "activation" are clearly different anyway as I can be signed in and still have to activate/deactivate the software.  Opening any Adobe app should immediately ask you to deactivate an instance of your choice if you run out of activations.  This would remove multiple steps making the activation process faster and more convenient.

 

In a "cloud connected" world, all of this activate/deactivate process seems archaic and really should be invisible to the user unless, an exception occurs or something requires a specific choice.

    14 replies

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    S
    screen names are sillyAuthor
    Participating Frequently
    February 18, 2023

    Thanks again for your help! No, I don't have any AV etc. that doesn't already come with windows running on my new machine. I only have CC, MS office, Steam (with a couple of games), and some DAW / virtual instruments installed.

    To perform the following experiment, I'm at home using a VPN to remote desktop to my work PC.

    I logged in to CC desktop app on two desktop PCs with my home Laptop signed in and activated, but not powered on. My Work PC is activated and I just updated a few of the apps. If I open PS on my home desktop PC, I get the usual "activation limit":

     

     

    This in itself does imply that the issue is fundamental and not a specific installation issue, since "activation" and "sign out" should be two different things. The dialogue states the "I've reached your activation limit" and yet it's asking me to "sign out". Just for clarity, I don't want to "sign out", I just want to "deactivate" and remain "signed in".

    Since I only have the option to "sign out" I click that and see the following:

     

    If I immediately return to my remote work machine (via remote desktop), CC desktop app shows that I remain "signed in" on this occasion - I'm pretty sure I've seen this log me out within a certain time period before though, calling home probably happens periodically so that's not so surprising. However, forcing a "call home" by restarting the app (not minimising) I find that I have actually been "signed out" (consistent with the activation dialogue boxes shown above) and have to enter my email address again (because it's not remembered) and perform the 2-factor authentication.

    I'm more convinced that this is how the Adobe software is intended to operate since it's consistent with the language of the activation limit dialogue box.

    I believe this should change. Instead of "sign out". the operation should be "deactivate" - There shouldn't really be a need to "sign out". Additionally, if this is not the intention or function of the activation limit dialogue box, the language used is incorrect and needs to be updated.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    February 18, 2023

    (i don't know how defragging would cause this problem, but someone reported it.  of course, that doesn't mean it's true.)

     

    do you use antivirus? antimalware?

     

    your brand new install is interesting because the number of problem causes is so limited.  is there anything on that computer other than your os and your adobe cc files?  an av program?

     

    also, on one of your other computers (eg, computer a), if you sign in and than go to a different computer (eg, computer b) and direct the cc desktop to sign out of computer a, what happens if you return to computer a to sign in?

     

    this should be done within a few hours so nothing is "cleaning/scanning" computer a.  eg, don't restart it.  any problems?  can you determine if a computer restart or something timed coincides with the problem?

    S
    screen names are sillyAuthor
    Participating Frequently
    February 17, 2023

    In reply to kglad:  

     

    Thanks for your reply.  Interesting... However I've observed the same problem on multiple computers, one of which is a fresh install on a brand new PC.  If this is indeed a "permissions", "corruption" issue then I would suggest there's something very wrong with the Adobe software or the way it handles file permissions.  

     

    I've also tried deactivating an instance and then observe an instance of creadive cloud sign me out whilst I was watching it.

     

    Are you suggesting that I delete the data in the OOBE folder and try again?

     

    Also, I do not use "PC cleaners" and "defragging SSDs" is obviously never advisible - not sure how defragmentaion would cause a permissions/corruption issue though?  Could windows 11 itself be causing an issue?  What is the expected behavour on a Mac for instance?

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    February 17, 2023

    your cached adobe login credentials are stored in your oobe folder**.  if those are altered (eg by, av, antimalware, cleaner, defragger etc) or they cannot be written, you will encounter the problems you report.

     

     

     

    ------------------------------------------------------------------------------------------------------------------------------------

    **

    A) Mac OS: /Users/<user name>/Library/Application Support/Adobe/OOBE
    NOTE: \Users\<user name>\Library\ is hidden by default. To unhide see below*

     

    B) Windows: C:\Users\<user name>\AppData\Local\Adobe\OOBE
    NOTE: C:\Users\<user name>\AppData is hidden by default. To unhide see below*

     

    *see bottom of https://helpx.adobe.com/creative-cloud/kb/unknown-server-error-launching-cc.html for info on unhidding

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