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Bobby5CC4
Participant
September 14, 2020
Question

Signed out of Creative Cloud every night

  • September 14, 2020
  • 3 replies
  • 784 views

I have seen similar issues in a few posts, but not an exact replica of this, and not a solution.

 

I am having trouble with being signed out of my university Adobe account on my home computer overnight. It happens again and again. When I attempt to use Acrobat to resume my work after this happens, the app immediately closes and does not preserve its state (i.e., documents I had open are not reopened, and are not listed in Recent). This is incredibly frustrating as it happens pretty much every day. I don't necessarily mind the sign-out itself, but the app force-closing with no easy resume is a huge inconvenience.

 

I have tried the instructions on this page, to no avail. I've seen that recommended multiple times in the aforementioned forum posts, but it doesn't seem to work for people. 

 

If anyone can help, I would be glad to hear what you have to say.

 

P.S. None of the suggested "topics" from which I was required to choose matches this at all, so I just picked a couple at random.

This topic has been closed for replies.

3 replies

Vikrant R
Vikrant R
Inspiring
January 15, 2021

Can you check if this issue is reproduceable across different internet connections. For example, if you switch to a different wi-fi or wired connection, does it still continue to sign you out. Also, do let us know the exact versions of the apps that you have installed.

    A
    AstroPickle
    Participant
    January 25, 2021

    Hello,

     

    Yes, it continues to sign me out. I think it probably isn't relevant, but the installation on my Macbook Pro has kept me signed in across multiple connections and through the computer running out of battery. As for the Windows installation in question, I am showing

     

    Creative Cloud 5.3.1.470

    Apps 5.3.1.470

    CoreSync 4.3.71.1

    CCX Process 4.1.3.1

    CC Library 3.9.27.3

     

    And for Acrobat Pro DC, which is what I usually use (and therefore what I experience the problem most with), it's

     

    Continuous Release | Version 2020.013.20074

     

    Any further help is appreciated.

    S
    Community Manager
    SuJoshiCommunity Manager
    Community Manager
    September 15, 2020

    I would recommend contacting the support team directly as they might have to check some logs and settings 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.

      A
      AstroPickle
      Participant
      September 24, 2020

      I have tried contacting the support team using this account, but am directed to my university's IT group. They were unable to help. So I created a new Adobe account (since I was blocked from contacting support directly). From there, I was able to contact someone, who directed me to uninstall and reinstall Acrobat. I had done both that uninstalled/reinstalled the entirety of Creative Cloud a couple of times, but I did it anyway. This did not help. I attempted to contact support in the same way again, and there seemed to be no connection to my previous conversation. A couple of days ago I tried once more, but no one ever answered in the chat. Is there some better way to do this, maybe via email? 

       

      I can add something to my list of observations: when I am force-signed out, Creative Cloud becomes unresponsive in the background, and takes a consistent ~6% of my total CPU resources until I notice and manually relaunch. 

       

      If you can recommed some way to reliably contact support, that would be nice.

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      September 24, 2020

      I am sorry that you continue to encounter problems, AstroPickle.  Unfortunately the solutions offered by our individual support teams is not helping you.

       

      Please contact your Univeristies I.T. department again and ask that they open a support case for you.  You can refer them to https://helpx.adobe.com/enterprise/using/admin-console.html#Support if they are unfamilair with how to schedule a session with a Creative Cloud for Enterprise expert.

        B
        Bobby5CC4Author
        Participant
        September 14, 2020

        I should note that I am using the latest version of both Windows 10 Pro and Adobe Creative Cloud (and Acrobat). This issue has existed across multiple versions of all of the above.

        Jeffrey_A_Wright
        Community Manager
        Jeffrey_A_WrightCommunity Manager
        Community Manager
        September 14, 2020

        Bobby5CC4, I am sorry you keep getting logged out, but I don't see an active Creative Cloud membership associated with the e-mail address you are using to post to this public discussion forum.  

         

        What type of Creative Cloud membership are you using?  Do you own and maintain the computer and network that you are installing the software on, or is it owned by the educational institution that you attend or work at?

        B
        Bobby5CC4Author
        Participant
        September 14, 2020

        Hi Jeff, thanks for your reply. I use Creative Cloud under this email address through my university, so it is not my individual membership. However, I do own/maintain the computer and network in question. 

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