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Participant
January 25, 2024
Question

It's installed but its not signing in

  • January 25, 2024
  • 2 replies
  • 91 views

I've had the Creative Cloud and Illustrator for years but got rid of my subscription for a couple of months. Now I have the subscription again (same one as before), but I can't login anymore on either app. On illustrator it says "we can't verify your subscription status'' and on Creative Cloud it says ''you aren't signed in'' and I go through this endless sign in loop. 

 

I've tried unistalling and reinstalling. Sometimes it doesn't even unistall properly. I've tried restarting my computer already. I've tried downloading the latest version. Nothing seems to work. 

 

Wifi is fine. Storage is fine. Everything is fine. I don't know why this is happening or what to do about it.

 

Any help is greatly appreciated.

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2 replies

kglad
Community Expert
Community Expert
January 25, 2024

you should start with a more thorough solution than just running the cleaner (though it may be sufficient).

 

if possible, 

 

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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

Peru Bob
Community Expert
Community Expert
January 25, 2024