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troycarlson
Participant
March 15, 2017
Answered

Renew Your Subscription - Incorrect Email Address

  • March 15, 2017
  • 1 reply
  • 518 views
  • When I try to run any of the CC apps (specifically Illustrator or InDesign) on OS X the Creative Cloud app takes over and tells me I need to renew my subscription.
  • The email address it is validating is wrong. It belongs to the previous owner of this computer. I created a new account on this computer when I inherited it.
  • I am using a trial of CC that I just signed up for.
  • I have verified that I am logged in with my new, correct account on the Creative Cloud app.
  • I tried deleting the opm.db file. Didn't work.
  • I tried uninstalling all apps including the Creative Cloud app and reinstalling. Didn't work.

Please advise.

This topic has been closed for replies.
Correct answer John T Smith

Sign out of your account... Uninstall... run the Cleaner...

-for non-Cloud programs you need to DE-activate before uninstalling

-https://helpx.adobe.com/x-productkb/policy-pricing/activate-deactivate-products.html

-http://helpx.adobe.com/creative-cloud/help/install-apps.html (and uninstall)

-using the cleaner after uninstalling and before reinstalling is often needed

-https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

-Restart your computer... Sign in to your account... Reinstall

-and 5 steps in reply #1 https://forums.adobe.com/thread/2144928

1 reply

John T Smith
Community Expert
John T SmithCommunity ExpertCorrect answer
Community Expert
March 15, 2017

Sign out of your account... Uninstall... run the Cleaner...

-for non-Cloud programs you need to DE-activate before uninstalling

-https://helpx.adobe.com/x-productkb/policy-pricing/activate-deactivate-products.html

-http://helpx.adobe.com/creative-cloud/help/install-apps.html (and uninstall)

-using the cleaner after uninstalling and before reinstalling is often needed

-https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

-Restart your computer... Sign in to your account... Reinstall

-and 5 steps in reply #1 https://forums.adobe.com/thread/2144928

S
sucklord5k
Participant
January 13, 2018

Hi.  Looks like this thread is what is happening to me, except I am the original owner of the account.  The strange thing is, that when I open the CC exe, it pops up with an email I haven't used in over 15 years.   This computer is only 5 years old.

I think the solution will also fix my problem, but I can't do step #1 as when I open CC it asks me to verify my email and I can't go anywhere else.  Inside my adobe account, that email address isn't even in there.  No clue why adobe would be saving information that long/old.  Kinda scary.  Can anyone help me?

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