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DearAndroid
Participant
January 4, 2021
Question

[Windows 10] I can't log into any desktop apps

  • January 4, 2021
  • 2 replies
  • 684 views

Posting this question as a backlog. I have spent 4 hours (by now, time still accumulating) waiting for customer service or trying things suggested by them. Nothing works by now. I will try to be as detailed as possible as by far I don't know what is the cause.

 

I was able to log in to Creative Cloud and download APPs last week. I downloaded PS and other apps and turned off my PC without trying to log into those individual apps. Today I tried to log in to Photoshop for the first time. I opened PS, and the login screen shows up, ask for my verification code. I entered the last code I have received. The login screen then just froze there. I waited for ~2 minutes and closed the screen. The app is also exited.

 

I tried to open PS for the second time. This time it let me start by entering my email address. Then it asks to send me a new verification code. I enter the code. Then I saw a screen for me to type in my password. Before I have the chance to enter anything on the password screen, the screen just disappeared. I see the login screen loop for a while and then disappeared. It then poped up, looped for a while, disappeared again. This continued for more than 10 minutes. I tried to close and reopen the APP for several times and did not work.

 

Then I tried Lightroom. It was the same thing as PS. Then I tried Creative Cloud. It first says I am signed out, so I clicked the sign-in button on the screen. It looped for a bit, open a webpage, and webpage tells me that I am signed in and can close the webpage. I go back to the app. It looped for another bit, and tell me that I am signed out. This whole thing then starts from the beginning.

 

So skipping all the things that I have tried in the middle. I ended up deleting every file and folder with the name "Adobe" on my computer and used the cleaner tool https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html#sa_src=web-messaging to purge everything. Restarted. Then I tried to install Creative Cloud. It just ended up be the same.

 

Window 10 is the latest version for business, installed just 2 weeks ago without any add-ons.

 

Personally, I think the only possibility is that Adobe messed up my data in their database somehow. I think I have tried everything on my end.

This topic has been closed for replies.

2 replies

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DearAndroidAuthor
Participant
January 4, 2021

Update: now I tried the installer from https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html#sa_src=web-messaging. This resulted in error code 41. I have no antivirus running on this PC. I ran the installer with administrator mode. What is the problem with those?

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
January 4, 2021

DearAndroid, I am sorry you have encountered so many problems using a Creative Cloud membership.  Error 206 occurs because the computer is unable to access our servers.  Error 41 occurs because the installer is denied access to a critical file/directory.  If you are encountering both of these errors, and you own and manage the computer you are installing the software on, then I would recommend reviewing the settings for any installed security or anti-virus software.  A software firewall could be preventing you from connecting to our servers.  Also, the anti-virus software may be blocking the necessary access when you try to begin the installation locally.

 

Regardless case ADB-17223854-X4W9 is still open and pending your response. If you would like additional assistance with the errors you are encountering, please use the process https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update your support case.

 

I also show you were blocked from contacting our support team. This may also be due to misconfigured security software. If you encounter any problems updating support case ADB-17223854-X4W9, please use a different computer, smartphone, or tablet to update the interaction.

 

For more information on Error 41 and 206, see https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html#error206 and https://helpx.adobe.com/creative-cloud/kb/troubleshoot-download-install-logs.html#error41.

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DearAndroidAuthor
Participant
January 5, 2021

Thanks! And today I just became able to install and log into ACC all of a sudden... I guess it is mostly the ancient wisdom of letting your computer rest for 1 day and open it again. But thank you for keeping the server running and everything.

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DearAndroidAuthor
Participant
January 4, 2021

Now something new happened when I was typing this. I tried to log into Creative Cloud and it shows me a different screen:

So the link to status outrage suggested that something may be going on in the server at the time I tried to log into PS:

https://status.adobe.com/products/1173/?id=20210103008

My data may be well broken at that point.

Now it feels like I just spent my personal time debugging Adobe's server outrage. And a friendly reminder to Adobe that another outrage seems to be going on.

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