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S
Samovilas
Participating Frequently
January 14, 2021
Question

Creative Cloud keeps signing me out. Support "fixed" it 4 times to no avail

  • January 14, 2021
  • 1 reply
  • 823 views

I'm at my wits end. I started a subscription in December 2020. Within a couple of days, I started having the issue where randomly Illustrator would force me to save and then close. I realized this was happening because Creative cloud was randomly signing me out. It got progressively worse and happens a couple of times daily, which I'm sure you can assume is very inconvenient. I contacted support and the person went in remotely, changed the folders to ".old", cleaned out adobe files and reinstalled. Everything worked fine until last week.

The issue started again. I contacted support again. This time the person asked me to uninstall Acrobat and then proceeded to remotely uninstall all Adobe files and install again. It happened again and the 3rd person made the suggestion of adding certain folders to the antivirus whitelist. 

Today, I noticed whenever I leave Illustrator dormant for a while, that's especially when I get signed out. I contacted support again, an arrogant technician went in remotely, messed around with settings and insisted he fixed the problem only for it to happen 15 mins later.

 

Please help me. This is interfering with my work. I'm on Windows 10.

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1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
January 15, 2021

something on your computer (eg, av, antimalware, cleaner etc) is removing your cached sign-in credentials.  those sign in credentials are in your oobe folder.

 

Mac OS:

You can locate the OPM.db file in the \User\<user name>\Library\Application Support\Adobe\OOBE folder

 

Windows:

You can locate the OPM.db file in the \Users\<user name>\AppData\Local\Adobe\OOBE folder.

 

these folders/files are hidden by default.  google your os and how to unhide hidden files.

 

S
SamovilasAuthor
Participating Frequently
January 15, 2021

That makes sense. I know the folder, what do I do to the sign-in credentials to prevent this from happening? I believe the OOBE folder was added to my windows defender whitelist but perhaps I need to check my AV. 

kglad
Community Expert
kgladCommunity Expert
Community Expert
January 15, 2021

you'll need to look up the various programs that protect your computer and keep it tidy and whitelist the oobe folder.  for obvious reasons there are no properties you could change that would cause any decent av etc to skip over a folder/file.

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