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Creative cloud: You've been signed out - impossible to log in

Forum|Forum|9 years ago
January 31, 2017
9 replies
33203 views

Hi everybody,

Since yesterday it is impossible to sign in the desktop CC app. An error message says "You've been signed out" Impossible to identify your ID, try to reconnect with your Adobe ID... (message translated from French).

When I hit sign in it has no effect, it stays on the the same screen.

Now I have error messages for my installed apps (Photoshop, Illustrator, InDesign etc...)

I have downloaded the latest version of Creative Cloud Desktop and I tried to reinstall but it didn't work.

I tried to uninstall and it didn't work neither (Applications are used by CC...)

I tried to follow the process deleting the content of the OOBE folder without success neither!

This is my tool, I am stuck.

I am on Mac OS Sierra 10.12.3, Creative Cloud is up to date

Correct answer samyc1739937

Hi everybody,

I finally got the answer! I had to call the support and I received a procedure that helped me to sort it out.

1) Manually remove the following folders from Mac Library :

[MacHD]/Applications/Utilitaires/Adobe Application Manager

[MacHD]/Applications/Utilitaires/Adobe Creative Cloud

[MacHD]/Bibliothèque/Application Support/Adobe/OOBE

[MacHD]/Bibliothèque/Application Support/Adobe/SLStore

[MacHD]/Bibliothèque/Application Support/Adobe/SLCache

If the files are used, reboot in safe mode

2) Change permissions on Adobe folders to "Read / Write" :

- Go to: MacHD/Bibliothèque/Application Support/Adobe

- On Adobe folder, CMD + I

More info https://support.apple.com/kb/PH18894?viewlocale=fr_FR&locale=en_US

3) Go to the Library :

- Open Finder.

- Go to > "Application Support" > "Adobe".

- Remove folders "OOBE",　"AAMUpdater" and "AAMUpdaterInventory"

4) In the User Library change permissions on Adobe folder to "Read / Write" (including sub element)

6) Empty the Trash bin (very important).

7) Download new Creative Cloud Desktop Manager:

https://www.adobe.com/fr/creativecloud/desktop-app.html

If the installation freezes around 42%, remove the following folder and try again:

[MacHD]/Bibliothèque/Application Support/Adobe/caps

http://helpx.adobe.com/fr/creative-cloud/help/creative-cloud-desktop.html

B

bradmacpro@aol.com

Inspiring

Had this problem on two machines. The solution was to use Keychain Access. First quit any Adobe apps you might be running. In Sequoia Apple has hidden it at /System/Library/CoreServices/Applications/Keychain Access.app. It will need your password to access.. What you need to do it highlight the login Default Keychain. Type in adobe in the search field to simplify the list. There will be quite a few certificates and application passwords. You need the right click on each one at a time, and delete it. You can't do them all at a time. You will probably note in red, that the certificate is not trusted. Some might be trusted but not for much longer. Once these are deleted, you can quit and switch to Activity monitor and quit or force quit the Adobe processes. Now with that out of the way, go back to /Applications/Adobe Creative Cloud/Adobe Creative Cloud which is an alias. It's actually at '/Applications/Utilities/Adobe Creative Cloud/ACC/Creative Cloud.app' Now you can sign in. If you've had problems, it might lock up. If so, force quit and try again. Otherwise you should be able to sign in with your registered email address and password and finally it should stick and you can use the Adobe apps. Acrobat will probably need a second sign in. It's not entirely part of the Creative Cloud group. You can leave the app running but hidden or you can quit it. I'd check a few Adobe apps now to be sure.

kglad

Community Expert

for other users, there can be different causes of the same problem.

R

Rusty23213440pksy

Participant

It took me 4 hours of trying everything that everyone else said with no luck. I ended up contacting Adobe which was fast and easy. I should have done that in the first place. They solved it. Since I'm on a new Mac with M2 processor I needed to download a different thing.

kglad

Community Expert

@Rusty23213440pksy

are you saying the cc desktop app installer for your computer was not at the bottom of the page here https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

R

Rusty23213440pksy

Participant

Oh, I see now. It had never occurred to me that there would be multiple different installers based on what Mac I have. So I never tipped down that arrow because I assumed all mac users would download the same installers. I got the installer from the Adobe website. Maybe that’d be a good place to put a note about “Not all Macs can use the same installer”.

Rusty

captbackfire

Participant

Top marks. Worked for me the first time.

ElisabettaLaMareada

Participating Frequently

Hi,

It seems this recipe worked for some people.

I am working with Windows.
Is there such a recipe for Windows?

S

seanflynn7173

Participant

i am having the same problem... using Windows 10

when I open the Creative Cloud app, it spins for awhile, then tells me I have been signed out, click to sign in.

I click to sign in... and it just spins... I literally let it run all day yesterday.

just renewed my yearly subscription, and I cant even log into the app.

I hope someone has a solution...

adobe, if you're listening... I've been trying to purchase Adobe Premier for 3 days now.... time to start looking at other video apps as I am under the gun to get a project finished.

frustrated in Moline, IL

PCVFC11

Participant

thanks! it work also for me!

S

samyc1739937AuthorCorrect answer

Participant

Hi everybody,

I finally got the answer! I had to call the support and I received a procedure that helped me to sort it out.

1) Manually remove the following folders from Mac Library :

[MacHD]/Applications/Utilitaires/Adobe Application Manager

[MacHD]/Applications/Utilitaires/Adobe Creative Cloud

[MacHD]/Bibliothèque/Application Support/Adobe/OOBE

[MacHD]/Bibliothèque/Application Support/Adobe/SLStore

[MacHD]/Bibliothèque/Application Support/Adobe/SLCache

If the files are used, reboot in safe mode

2) Change permissions on Adobe folders to "Read / Write" :

- Go to: MacHD/Bibliothèque/Application Support/Adobe

- On Adobe folder, CMD + I

More info https://support.apple.com/kb/PH18894?viewlocale=fr_FR&locale=en_US

3) Go to the Library :

- Open Finder.

- Go to > "Application Support" > "Adobe".

- Remove folders "OOBE",　"AAMUpdater" and "AAMUpdaterInventory"

4) In the User Library change permissions on Adobe folder to "Read / Write" (including sub element)

6) Empty the Trash bin (very important).

7) Download new Creative Cloud Desktop Manager:

https://www.adobe.com/fr/creativecloud/desktop-app.html

If the installation freezes around 42%, remove the following folder and try again:

[MacHD]/Bibliothèque/Application Support/Adobe/caps

http://helpx.adobe.com/fr/creative-cloud/help/creative-cloud-desktop.html

E

eduards49795872

Participant

Thanks! That's work!

H

Himanshu*Gupta

Adobe Employee

Hi,

I understand that you are getting "You have been signed out" on your CC desktop app and its not letting you sign in. If you have already tried all the above mentioned steps and it didn't work then please perform the following steps.

1) Uninstall your Creative Cloud desktop app. (You can search for Creative cloud uninstaller in your spotlight search)

2) Click Go in your tools panel at top > Utilities > Adobe Application manager > Right click it and Move to Trash

3)Open the location Go> Go to folder > /library/application support/Adobe/SLcache and rename it to SLcache.old

4) At the same location, rename SLstore to SLstore.old

5 Install the CC desktop app again using the link Download Adobe Creative Cloud apps | Free Adobe Creative Cloud trial

This should fix the issue. Please reply for any further assistance and also let us know if this helps you. Thanks!

regards

Himanshu Gupta

T

thomash51189897

Participant

Hallo auch ich habe Probleme mit der Cloud!
Ist es möglich eine Deutsche Anleitung zu bekommen!!
Das mit löschen und neu installieren funktioniert bei mir nicht!

Lg Thomas

kglad

Community Expert

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'still need help', http://helpx.adobe.com/x-productkb/global/service-ccm.html

kglad

Community Expert

Creative Cloud signs me out or asks me to sign in repeatedly

S

samyc1739937Author

Participant

Hi Kglad,

I already followed this thread but it didn't sort it out.

kglad

Community Expert

confirm that you can connect to the secure adobe servers.

for help with that and other common secure adobe.com connection problems read, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

if you can, check your account to verify your subscription is what you expect and to verify your adobe id/password, https://www.adobe.com/account.html

use the same adobe id/password in your cc desktop app.

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