unable to authenticate creative cloud desktop application

Forum|Forum|11 months ago
April 11, 2025
1 reply
1676 views

Our organization has blocked Google Chrome and mandates the use of Microsoft Edge. However, while attempting to open the Adobe Creative Cloud app on my laptop, I encountered a conditional access policy error stating: "Not allowed to use the browser: Google Chrome (116.x)."

I have verified that Microsoft Edge is set as the default browser on my laptop, and Google Chrome is not installed. Despite this, the application continues to attempt to open with Google Chrome.

I have tried signing in using the "sign in using your browser" option, which works in the browser, but the issue persists with the desktop application. It seems the desktop app's authentication is integrated with Chrome.

Could you please advise if there is a way to change the default browser for the Adobe Creative Cloud app or update it to the latest version to resolve this issue?

Bani Verma

Legend

Hi @dilbahadur_8319,

Thank you for reaching out. Based on your description, it appears that the Creative Cloud desktop app is encountering an error when attempting to launch in Microsoft Edge, and is instead looking for the Google Chrome browser. Is that correct?

This behavior is indeed unusual. I am currently investigating the issue internally to identify the cause and will provide you with a resolution as soon as possible. Your patience is greatly appreciated.

Thanks,
^BS

D

dilbahadur_8319Author

Participant

find the error screen shot

A

Anshul_Nautiyal

Community Manager

Hi @dilbahadur_8319,

Thank you for reaching out. Based on your query, it appears that the Creative Cloud Desktop application is attempting to use Google Chrome for authentication, even though Microsoft Edge is set as your default browser and Chrome is not installed. This may be caused by cached settings or older configuration data stored within the application.

To help resolve this issue, please try the following steps:

Set Microsoft Edge as the default browser through system settings
At times, the operating system may revert to a previous browser setting. Please ensure that Microsoft Edge is explicitly set as the default:

Go to Settings > Apps > Default Apps
Search for Web browser and set Microsoft Edge as the default
Restart your machine after making the change

Clear cached configuration files
Navigate to the following location and delete the contents of the OOBE folder:

On Windows: C:\Users<username>\AppData\Local\Adobe\OOBE
On macOS: /Users/<username>/Library/Application Support/Adobe/OOBE
Then restart the Creative Cloud Desktop app. For further steps, please refer to the following Adobe support article:
https://adobe.ly/42b7WoB

Check for remnants of a previous Chrome installation
There may be residual registry entries or file traces from a previously installed version of Chrome. We recommend checking for these or requesting assistance from your IT administrator.
Additionally, check if the following folder exists and delete it if found:
C:\Program Files (x86)\Google\Chrome\
Confirm scope of the issue
If the problem persists, please check with other users within your organization to determine whether this is a widespread issue or limited to your system or a small number of users.

Please try these steps and let us know the outcome. If the issue continues, we will be happy to assist further.

Regards,

^AN

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