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hiimcent
Participant
July 21, 2026
Answered

We can't verify your subscription status. Error code: 12015

  • July 21, 2026
  • 6 replies
  • 95 views

Hi everyone,

I'm hoping someone has run into this before because I'm running out of ideas.

I recently purchased the Creative Cloud Pro subscription, but every Adobe application I installed (Illustrator, Photoshop, After Effects, Premiere Pro) displays the following message:

 

What I already did:

  • Uninstalled and reinstalled Creative Cloud multiple times.
  • Used the Adobe Creative Cloud Cleaner Tool.
  • Restarted my PC after every reinstall.
  • Verified my hosts file is clean (no Adobe entries).
  • Confirmed I have internet access and can sign in to my Adobe account through the browser.

I did dig around and I noticed that these services (services.msc) are completely missing:

  • Adobe Desktop Service
  • Adobe Genuine Software Integrity Service
  • Adobe Genuine Monitor Service

They don't appear in the Services list at all. However, the Adobe folders are still present under:

  • C:\Program Files\Common Files\Adobe
  • C:\Program Files (x86)\Common Files\Adobe

including folders such as Adobe Desktop Common, AdobeGCClient, and OOBE.

Because the services are missing, I'm wondering if that's why Creative Cloud can't verify my subscription.

I've already spent several hours troubleshooting this, and at this point it's preventing me from doing my job. If anyone has experienced something similar or has any suggestions, I'd be incredibly grateful. 🙏

    Correct answer hiimcent

    I think I found a solution. What worked for me was deleting everything inside the Hosts file. 

    6 replies

    ShivangiGupta
    Community Manager
    ShivangiGuptaCommunity Manager
    Community Manager
    July 22, 2026

    Hi @hiimcent,

    Sorry to hear about the trouble you are facing while launching Adobe apps. We appreciate you trying all the troubleshooting steps so far. Have you also tried the steps listed in this article?

    https://adobe.ly/3Rxc2oe
    Let us know.


    ^Shivangi

    ^Shivangi
    H
    hiimcentAuthorCorrect answer
    Participant
    July 22, 2026

    I think I found a solution. What worked for me was deleting everything inside the Hosts file. 

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    July 22, 2026

    ​@hiimcent 

     

    what was in the hosts file that caused a problem?

    H
    hiimcentAuthor
    Participant
    July 22, 2026

    I'm not sure. My hosts file before only had the following texts inside and I'm pretty sure this doesn't do anything since it's a header.

    I deleted it all and I can now open everything. 

    I did follow everything on the previous links you've sent before in other posts, kglad and nothing seemed to work but deleting all the contents inside my hosts file seems to do it. 

     

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    July 21, 2026

    check your account, https://account.adobe.com and verify everything is what you expect.

     

    then sign out of the cc desktop app

     

     

    then exit the cc desktop app and reopen it.  sign in with the same adobe id/pass used to confirm your subscription.

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