Cannot handle the request because a modal dialog or alert is active

Question

Every time I am trying to open indesign documents, use indesign and/or quit indesign the same message pops up " Cannot handle the request because a modal dialog or alert is active". I have no clue what to do and am very desperate ! please help

rob-with issues · Accepted Answer

Hi @rob-with issues,

I’m really sorry to hear you’re experiencing this- it sounds incredibly frustrating, especially when it’s affecting your ability to work.

The issue you’re describing could be related to a licensing problem, which might explain why you're seeing the trial or buy options.

First, try these steps to resolve it:

Sign out and sign back in to your Adobe Creative Cloud account:
- Open the Creative Cloud desktop app.
- Go to Help > Sign Out, then sign back in with your Adobe credentials.
Clear the Creative Cloud cache:
- In the Creative Cloud app, go to Help > Manage Account > Clear Cache, and restart the app.

If the issue persists, it may be helpful to check your subscription status under Account Information to ensure everything is in order.

Also, could you please share a screen recording of the workflow you're following until the prompt appears? This will help us pinpoint the problem more accurately.

Thank you,
Abhishek Rao

Hi Abhishek,

Thank you for reaching out to help. It was indeed frustrating, I lost a day’s work, not mentioning the stress.
I’m relieved to say I now have access to my account.

I had been using the wrong user name (I use several to monitor spam). I couldn’t access my passwords as they were in a CC document.

The strange thing is that using the wrong user name but the same password, I was still being recognised by Adobe, which made me think my access info was correct.

I still don’t know how I came to be signed out of Adobe in the first place (I have never knowingly signed out).

I now have alternative access to my access info so hopefullt if this happens again I can sign in without distress.

I’ve been with Adobe products since their birth, so this was a bit of a shock. It makes me realise how few issues they have!!

regards

Rob Dowie

Caden Wright · Answer

I just had this issue. I fixed it by:1) Go to creative cloud.2) Uninstall Indesign.3) Reinstall Indesign.Once I reinstalled the app. Everything was working properly and I could open all my files.

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