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Full tilt
Participant
January 11, 2021
Answered

Creative Cloud does not prompt to login using Enterprise provider; Windows user profile issue

  • January 11, 2021
  • 1 reply
  • 1781 views

 

Sorry for the long read...  😞

 

I've had CC and Acrobat installed for about a year.  Recently, in the last month or so, CC is no longer providing me a prompt to login.  The CC app would just show that I was logged in but when I would go to open Acrobat, I would get an error saying Acrobat encountered an error and needs to close.  Or it would say "we can't verify your subscription status." Sometimes I would get error code 202.  Or I would get... check your firewall settings, ensure that the time settings on your computer are correct.

 

I tried all the recommended troubleshooting steps regarding verifying that the network was working correctly and such but nothing helped. Eventually, I found that if I manually signed out of Creative Cloud, I would get a message stating "Youve been signed out.  Please sign in again to continue using Adobe apps."  Now, normally, when I sign out of Creative Cloud, I would be presented with an Adobe Sign in prompt.  This is what I am desperately trying to get back!!!  What happens now is that when I get the "Youve been signed out" message, there is a "sign in" button that when clicked, just automatically logs me back in with no prompt.  I never get to enter my user id.  But I still cannot open Acrobat, it keeps telling me that it cannot verify my license status and cannot connect to Adobe servers.

 

OK...  I have created a new user on my computer and logged in with that user.  When I do, I am able to open Creative Cloud and it prompts me with the normal Adobe login prompt.  I enter my ID and it takes me to my Enterprise provider and I login with no issues.  I can then open Acrobat without a problem.  THEREFORE, I am certain that the problem is within my Windows user profile.

 

So my question is...  how do I get Creative Cloud to prompt me to login again?  It has to be some configuration file in Creative Cloud.  Can I somehow completely uninstall everything Adobe and then start over?  I have tried unintalling Acrobat and Creative Cloud and then reinstalling but I get the same results.

 

HELP!

 

    This topic has been closed for replies.
    Correct answer SuJoshi

    It seems like the network restriction issue. Please confirm if you are getting this error specifically for Acrobat or with other creative cloud apps. 

    I would recommend contacting the support team directly as they might need to check some logs to find the root cause of the issue. You can contact the support team directly by initiating a chat session, click on the chat icon on the bottom right corner of this page: "https://helpx.adobe.com/support.html" or contact your internal IT team who would be able to raise a case for you.

    1 reply

    S
    Community Manager
    SuJoshiCommunity Manager
    Community Manager
    January 12, 2021

    Hello,

    You can follow the below steps which might fix your issue:

    > Remove the contents inside the "C:\Users\username\AppData\Local\Adobe\OOBE" folder.

    > Remove Adobe User Info from Control Panel>> Credential Manager>> Windows Credenatils.

    Please make sure to close all the running services of creative cloud using task manager.

      F
      Full tiltAuthor
      Participant
      January 13, 2021

      Thanks @SuJoshi , I have tried these steps earlier on in my troubleshooting attempts but I did try them again just now and no change.  I'm still not getting the username prompt when opening Creative Cloud.  It tells me that it is unable to reach Adobe servers and I can Retry, which just continually fails and returns me to the same message. This continues indefinitely, until I open Acrobat instead of CC.  I then get a "We can't verify your subscription status" error.  I quit Acrobat and then start CC up again and I'm back to CC thinking I'm signed in and showing me my installed apps again.  CC even downloaded the latest update just now and installed it.  But every time I try to open Acrobat, it tells me it cannot verify my subscription status.  AND... I'm still not getting the username prompt when I sign out of CC.

       

      S
      Community Manager
      SuJoshiCommunity ManagerCorrect answer
      Community Manager
      January 14, 2021

      It seems like the network restriction issue. Please confirm if you are getting this error specifically for Acrobat or with other creative cloud apps. 

      I would recommend contacting the support team directly as they might need to check some logs to find the root cause of the issue. You can contact the support team directly by initiating a chat session, click on the chat icon on the bottom right corner of this page: "https://helpx.adobe.com/support.html" or contact your internal IT team who would be able to raise a case for you.

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