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Jworms14842437
Inspiring
March 28, 2026
Answered

After updating to Mac OS Sonoma my Creative Cloud won't open.

  • March 28, 2026
  • 23 replies
  • 883 views

Hi

 

I recently updated my 2023 M2 Macbook Pro with Sonoma, but now my Creative Cloud app won’t open. The window comes up saying ‘Initializing Creative Cloud’, then it says ‘You were signed out of Creative Cloud. Please sign in again to continue using Adobe apps’. When I click Sign In, it just goes back to ‘Initializing Creative Cloud’ and repeats this loop.

 

I’ve tried uninstalling and reinstalling but it made no difference, people say I should uninstall every app before I do this but it seems the only way to do this is through the Creative Cloud app, which won’t open!

 

I also installed Sonoma on my 2021 iMac but did not have this problem with Creative Cloud. Everything worked fine.

 

Any ideas as to how to sort this problem out?

 

Thanks

 

Jack

Correct answer Jeff_A_Wright

Thread summary
A user updated their 2023 MacBook Pro (Apple M2) to macOS Sonoma, causing the Creative Cloud app to malfunction. It displayed "Initializing Creative Cloud," then prompted the user to sign in again, resulting in a loop. Uninstalling and reinstalling the app didn't help, and the user couldn't remove individual Adobe apps without the Creative Cloud app, which wouldn't open. In contrast, a 2021 iMac had no issues after the update. Additionally, the "Adobe User OS Info" and "Adobe User Profile Info" entries were missing from Keychain Access.
Troubleshooting steps / guidance mentioned by other participants

  • Kglad (Community Expert) observed that repairing is easier by following Adobe’s article on uninstalling the Creative Cloud desktop app. Additionally, it was noted that Adobe’s article on resolving the Creative Cloud sign-in and sign-out loop is also helpful.

Suggested solutions by Adobe
1. Repair or reinstall the Creative Cloud desktop app. To repair or reinstall the Creative Cloud desktop app, start by quitting all open Adobe applications. Then, run the Creative Cloud desktop app uninstaller. When prompted, select "Repair" to reinstall the desktop app without removing your individual Creative Cloud applications. If the "Repair" option is not available, uninstall the app and then download and install the latest version of the Creative Cloud desktop app.
Uninstall the Creative Cloud desktop app
2. Close conflicting Adobe processes before repairing. If the desktop app is stuck during initialization, open Activity Monitor (found in Applications > Utilities) and quit any running Adobe and Creative Cloud processes. After that, perform a repair or reinstall of the app. Closing these background processes will clear file locks that can interfere with a clean reinstall.
Close conflicting processes
3. Resolve the continuous loop of signing in and signing out. Open Keychain Access and select the "login" keychain. If you see entries for "Adobe User OS Info" and "Adobe User Profile Info," remove them. Then, relaunch the desktop app. If those entries are not present, proceed with the uninstall and reinstall steps mentioned in the same article to rebuild the desktop app’s license storage.
Creative Cloud signs you out or asks you to sign in repeatedly
4.  Ensure that your macOS version is supported. Check that your installed Creative Cloud apps are compatible with your version of macOS, and update any apps that require a newer release to prevent an OS update from leaving any app unsupported.
Adobe apps compatible with macOS
 

23 replies

Jeff_A_Wright
Community Manager
Jeff_A_WrightCommunity ManagerCorrect answer
Community Manager
September 16, 2026

Thread summary
A user updated their 2023 MacBook Pro (Apple M2) to macOS Sonoma, causing the Creative Cloud app to malfunction. It displayed "Initializing Creative Cloud," then prompted the user to sign in again, resulting in a loop. Uninstalling and reinstalling the app didn't help, and the user couldn't remove individual Adobe apps without the Creative Cloud app, which wouldn't open. In contrast, a 2021 iMac had no issues after the update. Additionally, the "Adobe User OS Info" and "Adobe User Profile Info" entries were missing from Keychain Access.
Troubleshooting steps / guidance mentioned by other participants

  • Kglad (Community Expert) observed that repairing is easier by following Adobe’s article on uninstalling the Creative Cloud desktop app. Additionally, it was noted that Adobe’s article on resolving the Creative Cloud sign-in and sign-out loop is also helpful.

Suggested solutions by Adobe
1. Repair or reinstall the Creative Cloud desktop app. To repair or reinstall the Creative Cloud desktop app, start by quitting all open Adobe applications. Then, run the Creative Cloud desktop app uninstaller. When prompted, select "Repair" to reinstall the desktop app without removing your individual Creative Cloud applications. If the "Repair" option is not available, uninstall the app and then download and install the latest version of the Creative Cloud desktop app.
Uninstall the Creative Cloud desktop app
2. Close conflicting Adobe processes before repairing. If the desktop app is stuck during initialization, open Activity Monitor (found in Applications > Utilities) and quit any running Adobe and Creative Cloud processes. After that, perform a repair or reinstall of the app. Closing these background processes will clear file locks that can interfere with a clean reinstall.
Close conflicting processes
3. Resolve the continuous loop of signing in and signing out. Open Keychain Access and select the "login" keychain. If you see entries for "Adobe User OS Info" and "Adobe User Profile Info," remove them. Then, relaunch the desktop app. If those entries are not present, proceed with the uninstall and reinstall steps mentioned in the same article to rebuild the desktop app’s license storage.
Creative Cloud signs you out or asks you to sign in repeatedly
4.  Ensure that your macOS version is supported. Check that your installed Creative Cloud apps are compatible with your version of macOS, and update any apps that require a newer release to prevent an OS update from leaving any app unsupported.
Adobe apps compatible with macOS
 

adamm58035845
adamm58035845
Participant
April 27, 2026

I ran into the same problem after upgrading to Sonoma. I fixed it by:

  1. Quit all open adobe applications
  2. Go to: Utilities > Activity Monitor, then go through each tab (CPU, Memory etc) and quit all Adobe and CC processes (there are some it won’t let you quit, or that reopen immediately, don’t worry about them.)
  3. Then open the Creative Cloud uninstaller and when it gives you the option click ‘repair’

After that it opened first time for me.

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 27, 2026

​@adamm58035845 

 

to repair is easier following https://helpx.adobe.com/creative-cloud/apps/manage-apps/creative-cloud-desktop-app/uninstall-creative-cloud-desktop-app.html

 

 

    adamm58035845
    adamm58035845
    Participant
    April 28, 2026

    That repair asks you to uninstall all CC apps. I didn’t need to do that, so saved significant time not reinstalling.

    ShivangiGupta
    Community Manager
    ShivangiGuptaCommunity Manager
    Community Manager
    April 8, 2026

    Hi ​@Jworms14842437,

    I’m chiming in to see if you contacted the support team and got the issue resolved?

    Looking forward to your response.

     

    ^Shivangi

    ^Shivangi
    Jworms14842437Author
    Inspiring
    April 9, 2026

    Hi Shivangi, yes I spoke to chat but they couldn’t solve it and they arranged a phone call but I was never phoned. Would you be able to arrange another one for me?

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    April 9, 2026

    no one here can do that.  you should first check, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

     

    and if that doesn’t call for a reply, recontact support.

    Tarun Saini
    Community Manager
    Tarun SainiCommunity Manager
    Community Manager
    March 30, 2026

    Hi ​@Jworms14842437,

     

    Welcome to the Creative Cloud Service community! Thanks for trying all the steps. I'd recommend reaching out to and working with our support directly as a next step. They can be reached here: https://helpx.adobe.com/contact.html?rghtup=autoOpen 

     

    Regards,

    Tarun

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    March 28, 2026

    follow the steps here to resolve the cc sign in/out loop -  https://helpx.adobe.com/manage-account/kb/troubleshoot-creative-cloud-sign-out-sign-in.html

    Jworms14842437Author
    Inspiring
    March 28, 2026

    Hi Kglad

    Thanks for the reply but I’ve tried these steps already but they don’t work. I’ve uninstalled and re-installed and the same thing happens - also Adobe says uninstalling all the apps first before uninstalling CC but to uninstall the apps I need CC, but I can’t get into it!

    And when I open up Keychain Access there is no ‘Adobe User OS Info or Adobe User Profile Info’ to delete. I just have this:

    Can you make any sense of them?

     

    Thanks

    Jack

    Jworms14842437Author
    Inspiring
    March 28, 2026

    I also see this in the Keychain Access, not sure if it’s related:

     

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