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Participant
November 29, 2017
Answered

Erreur lancement des Apps "Validation de la licence du logiciel..." en boucle

  • November 29, 2017
  • 3 replies
  • 2204 views

Bonjour à tous,

j'ai un gros problème avec ma licence Adobe Creative Cloud.

Dans la liste des Apps, il m'est demandé d'acheter les programmes pour pouvoir les utiliser, alors que je paye un abonnement mensuelle pour la creative suite. L'autre PC sur lequel j'utilise la suite ne pose aucun problème.

Quand j'essaye de lancer un programme, il y a une popup adobe qui me dit "validation de la licence du logiciel" avec une petite roue qui tourne. La popup disparaît au bout de quelques secondes, puis reapparaît avec le même texte et la même roue, redisparaît, reapparaît et ce indéfiniment.

L'application ne se lance jamais.

J'ai contacté le support adobe par le chat (qui au passage m'a demandé plusieurs fois de redémarrer mon ordinateur et d'enlever ma connexion wifi, difficile de continuer à chatter avec eux...). J'ai suivi toutes les démarches suivantes sans succès :

- rétablir le fichier hosts

- renommer le fichier OOBE

- désinstaller et réinstaller CC

- désinstaller CC, cleaner avec le Adobe Creative Cleaner Tool, redémarrer et réinstaller CC

- enlever le pare-feu windows

Rien n'y fait, c'est toujours le même problème, ce qui rend les logiciels inutilisables sur cet ordinateur, qui est mon ordinateur de travail. Je suis graphiste, et c'est urgent, tous mes projets sont mis en attentes...

Pouvez-vous m'aider ??

Merci beaucoup

(La popup infinie... : )

Capture d

This topic has been closed for replies.
Correct answer kglad

first, 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

then, if you can connect, check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

if your account shows

a. your subscription is active,

1.  sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

2.  if that fails, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

3.  if that fails, https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html

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

if your account shows

b. you have no subscription and you're paying for one

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

3 replies

Participant
June 12, 2018

Bonjour à tous, je me retrouve aujourd'hui dans la même situation mais mon ordinateur ne me laisse pas renommer les fichiers en disant qu'il sont en cours d'utilisations alors que j'ai tout fermé à partir du gestionnaire de tache.

kglad
Community Expert
Community Expert
June 12, 2018

you missed something.

disable cc from starting at login and restart your computer.  then try renaming.

Participant
November 30, 2017

Thanks Kglad,

I verify the id and it was ok.

So I called the adobe support and they solved my issue !

For anyone who have the same issue, here's the solution they gave me.

Quit everything related to adobe in the task manager (creative cloud, adobe library, etc...)

Go to (i'm on pc):

C > Program Files (x86) > Common Files > Adobe > Rename SLCache to SLCache1

C > ProgramData > Adobe > Rename SLStore to SLStore1

C > Users > name > AppData > Local > Adobe > Rename OOBE to OOBE1

Launch an app, enter your ID, it worked for me

++

kglad
Community Expert
Community Expert
November 30, 2017

you're welcome (and thank you for the follow-up and solution).

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
November 29, 2017

first, 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

then, if you can connect, check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

if your account shows

a. your subscription is active,

1.  sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

2.  if that fails, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

3.  if that fails, https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html

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

if your account shows

b. you have no subscription and you're paying for one

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

Participant
November 29, 2017

Hello Kglad,

Thanks for your answer,

I tried everything you told me, step by step and nothing worked.

My licence is not expired, and it is activated on only 2 computers including the one where I have the issue.

Any other suggestions? I started to be a bit angry against Adobe, It's expensive for apps I can't use. Also, Chat isn't very effective, since they ask me to stop my wifi...so when I come back on the chat, I have to wait 15mn for the same procedure.

kglad
Community Expert
Community Expert
November 29, 2017

did you  sign out and then back in to your cc desktop application using the same adobe id used to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

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