POP UP WINDOW LOADING BY START UP (CREATIVE CLOUD; PS; AE; ME)

Forum|Forum|4 years ago
March 27, 2021
1 reply
529 views

Hi everyone,
I work with a MacOS Big Sur Version 11.2.3. This week I was working with Adobe After Effects, Photoshop and Encoder (trial version).
Last night Adobe asked me to add the phone number and a second email; I added the data and certified it according to the procedure.
Since last night I have not been able to access the programs. Regarding After Effects/Photoshop "empty" pop up windows keep appearing and I can't use the programs.
I thought then to uninstall the programs. To do this I need to access Creative Cloud.
Unable to access Creative Cloud "The PC cannot contact the server"; "log in again"; "check firewall and verify date and time". The date and time are correct.

I don't know how to do it. I have already changed the validity of the certificates with the keychain but it does not change.
I read that some people recommend to connect to Google DNS 8.8.8.8/8.8.4.4 and then remove an adobe account.... O.O???? I have no idea what that means; can anyone help me?

Thanks in advance

Creative Cloud

This topic has been closed for replies.

kglad

Community Expert

check your account to verify your subscription is what you expect (a trial) and to verify your adobe id, https://account.adobe.com

also, beware of scammers pretending to be from adobe. this, "Last night Adobe asked me to add the phone number and a second email; I added the data and certified it according to the procedure", may be ok, but it's suspicious.

L

Lorenzo Benno5CF6Author

Participant

dear Kglad, i open the account and it says "free trial version".

Instead in "My Plans"
Creative Cloud All applications
Annual plan, monthly payment
Automatically renews on XX YYY 2022.
Free trial version ends in 4 days.

I tried uninstalling everything according to Adobe's guide and re-installing but this happens.

"Error
An error occurred during this operation. Please try again later."

As for the "suspicious" communication, I don't know what to say. I opened PS and an automatic pop up window opened, entered the data and 'Adobe account (the one you linked too) updated the data correctly. Now I've removed the secondary email (the one I added last night) without any problem. Everything seemed fine to me.

Registrazione_schermo_2021-03-27_alle_18-27-01.zip

kglad

Community Expert

don't worry about the message then. it's probably ok.

do you have a 64 bit win 10 or mac 10.12+ computer?

if so and if you uninstalled everything cc properly:

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

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