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shanv11640138
Participant
February 21, 2019
Question

"We can't verify your subscription status" issue

  • February 21, 2019
  • 1 reply
  • 157 views

I am suddenly experiencing this error message whenever I open Adobe XD. I've tried this fix https://helpx.adobe.com/download-install/kb/cannot-verify-subscription-offline-mode.html but no help. I've also tried using different ID but the issue still persists. This only happens in Adobe XD, no issue with other Adobe apps I already posted this issue in the Adobe XD's uservoice website but I got no response.

Is there anyone experiencing the same issue?

I am using Windows 10

Below is the screenshot of the error message

This topic has been closed for replies.

1 reply

Atul_Saini
Community Manager
Atul_SainiCommunity Manager
Community Manager
February 21, 2019

Moving the discussion to Adobe Creative Cloud forum.

Hi shanv,

Sorry that you encountered this error, we would need some additional information from your end and we'd appreciate your cooperation with this.

I would request you to share the following logs.

1. Check for NGLClient_AdobeXD117.0.12.11.log on this location: - %localappdata%\Packages\Adobe.CC.XD_xxxxxxxx\AC\Temp\

2. Run the log collector tool available here: -How to use the Creative Cloud Log Collector tool  and send logs via email or a downloadable link (dropbox)

3. Collect the crash dump using this link: - How to generate crash dumps on a Windows machine and upload the file to CC or Dropbox and share the link with me in a private message.

Thanks in advance for your efforts.

Atul_Saini

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