Impossible to sign out from Creative Cloud

[hannibal80]

I'm running Lightroom and Photoshop CC on my workstation with Windows 10 PC.

Till some days ago everything was fine then I was away for a couple of weeks without using the workstation. Today, trying to launch Lightroom, the app refused to start, hanging on the splash screen. Same was for Photoshop.

I tried to check Creative Cloud app but it seems to be locked with an account which is not mine. The app tells me to verify my email address but the one displayed there is not correct.

I tried to follow this guide (Sign in and sign out to activate or deactivate Creative Cloud apps) but the preference menu is pretty empty, the only options available are "help", "quit" and "lock on taskbar" which should be a Windows option. Also Ctrl+Alt+R doesn't have any effect. The only available buttons on the main screen of the app are "check again" and "re-send email verification" but given that the email is not mine, this do not have any effect.

So I tried uninstalling all the apps using Windows tools (remember, the Creative Cloud app is locked), removed Creative Cloud app as well and restarted the PC. Completed this, I downloaded one more time the Creative Cloud app from the main site but once installed it presents the very same situation.

I repeated the previous steps two more times (uninstall, reboot, download, install, launch Creative Cloud app), trying also to update Windows (now I'm with the anniversary update while for the first 2 tries I was with the previous version) but the problem remain.

I have no more ideas, can you please help me? I'm pretty stuck.

Thanks, regards

Lorenzo

[Ned Murphy · Accepted solution]

Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

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Creative Cloud support (all Creative Cloud customer service issues)

http://helpx.adobe.com/x-productkb/global/service-ccm.html ( http://adobe.ly/19llvMN )