Trouble signing out of one account and switching to another.

Question

I have been using my own personal CC account on my mac for some years. My boss has now agreed to pay for an account, as it is a work expense. So, I have been trying to log out of my account, and then log in with the new details and continue to use the software, open files, etc. However I seem to be having trouble doing this, and despite using live chat with Adobe, they can't seem to resolve the issue or seem to understand it.

So I have logged out of my account, and entered the new details (email and password). This seems to work, but when I open - for example - an InDesign file or just open the downloaded software, it is bring up a window with my old details a the top right, and then asks me to 'chose a package', obviously recognising that my account is no longer active. Why is it not using the details, that I am logged in with, to open my apps and files? The work/business subcription is the same as my private one - all apps, etc.

Surely I don't have to delete everything and start from scratch in terms of downloading all my apps and being able to work on exisiting documents? Be grateful for any help or advice!

kglad · Accepted Answer

follow all the clean install steps below, skipping past the other steps.

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall using*

if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

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