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sign in help

Community Beginner ,
Apr 14, 2014

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The sign in page tells me that I have 'signed out' and need to sign in when I enter my password. I changed passwords and the same thing happens. What is happening?

Please navigate to C/Users/User Name/AppData/Local/Adobe/OOBE/opm.db and delete it(Windows).

Mac: ~/Library/Application Support/Adobe/OOBE/opm.db and trash it.

Enable user library: http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html.

Launch CC desktop and try to sign in.

Kindly let us know whether it worked.

Regards,

Romit Sinha

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Account management, Creative Cloud

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sign in help

Community Beginner ,
Apr 14, 2014

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The sign in page tells me that I have 'signed out' and need to sign in when I enter my password. I changed passwords and the same thing happens. What is happening?

Please navigate to C/Users/User Name/AppData/Local/Adobe/OOBE/opm.db and delete it(Windows).

Mac: ~/Library/Application Support/Adobe/OOBE/opm.db and trash it.

Enable user library: http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html.

Launch CC desktop and try to sign in.

Kindly let us know whether it worked.

Regards,

Romit Sinha

TOPICS
Account management, Creative Cloud

Views

43.0K

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Apr 14, 2014 0
105 Replies 105
Most Valuable Participant ,
Apr 14, 2014

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Chat Now button near the bottom for Activation and Deactivation may help

http://helpx.adobe.com/x-productkb/policy-pricing/activation-deactivation-products.html

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Apr 14, 2014 0
Apr 14, 2014

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Hi paulrap50 ,

Welcome to Adobe Forums.

  • Launch the Creative Cloud desktop application.
  • Click the Settings (gear) icon right top corner and select sign out.
  • Rename the Library/Application Support/Adobe/OOBE folder to OOBE_old (For Mac)
  • C:\Program Files (x86)\Common Files\Adobe\OOBE folder to OOBE_old (For Windows)
  • Download the Creative Cloud desktop application https://creative.adobe.com/products/creative-cloud
  • Now try to install the Creative Cloud application and sign in.

Please reply for any assistance.

Thanks

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Apr 14, 2014 2
New Here ,
Apr 16, 2014

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their is no sign out option only quit and help also dont understand the rename bit

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Apr 16, 2014 0
Community Beginner ,
Apr 18, 2014

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I've got the same problem, and there is no sign out option on the settings menu. I renamed the folder then uninstalled and reinstalled CC from the download page. It didn't resolve anything.

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Apr 18, 2014 1
New Here ,
Apr 18, 2014

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Im having the same Issue and its still is not solved. I just buy the month to month for AE and on a short deadline for my project. please fix this Issues

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Apr 18, 2014 2
New Here ,
Apr 18, 2014

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I have the same problem. Did as suggested in the answers. The problem was not resolved. Solve the problem, or I demand a refund.

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Apr 18, 2014 5
New Here ,
Apr 19, 2014

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I have been having this issue for a week now. I have tried everything suggested and then some to fix this problem. But the desktop cc keeps signing me out. UGH

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Apr 19, 2014 2
Adobe Employee ,
Apr 19, 2014

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Please navigate to C/Users/User Name/AppData/Local/Adobe/OOBE/opm.db and delete it(Windows).

Mac: ~/Library/Application Support/Adobe/OOBE/opm.db and trash it.

Enable user library: http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html.

Launch CC desktop and try to sign in.

Kindly let us know whether it worked.

Regards,

Romit Sinha

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Apr 19, 2014 6
Community Beginner ,
Apr 19, 2014

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Thank you. This has fixed the issue for me.

To find the file I had to search on the file name in Windows Explorer since the "AppData" folder is hidden on my machine. Also, I had to open CC and choose the "Quit" option before the system would allow me to delete the file.

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Apr 19, 2014 0
New Here ,
Apr 22, 2014

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Hallo

This worked for me:

http://forums.adobe.com/message/6300802

Regards Marcel Scholz

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Apr 22, 2014 0
Community Beginner ,
Apr 23, 2014

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This worked for me, thank you. This is hardly the first time CC has done this to me, and it looks like it has been a problem for many users; Adobe should really correct this. A patch would be nice.

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Apr 23, 2014 3
New Here ,
Apr 24, 2014

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How do I "enable a user library"?

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Apr 24, 2014 0
Adobe Employee ,
Apr 24, 2014

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@ThaesOfereode_5555 - What Romit means to say by "enable a user library" is to show the user Library on Mac OS X which is hidden by default. The help link provided (http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html) lists three ways to show it.

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Apr 24, 2014 0
Explorer ,
Apr 24, 2014

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This issue is all over this board under various titles.  Fix it, Adobe.  Don't supply IT workarounds or guesses. Treat us like end users which is what most of us are.  Just fix it.

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Apr 24, 2014 9
Explorer ,
Apr 25, 2014

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Having similar issues along with Acrobat is still closing for no reason after about 8 seconds, also when converting to PDF in Word 2013 I get error statement that Acrobat is not activated.

I spent 2 hours on the phone with Adobe "no speak english" support and no solution.

Im running Windows 7 with CC subscription.

Steps I have followed from Adobe that do not work:

First Try on support call:

Signout of CC

Delete OBEE

Delete Local and LowLocal Acrobat pref folders

Restart system

Opn PS CC and follow steps to activate/signin

Open Acrobat and see if it works. It does not.

Second try on support call:

Remove all of the CC apps

Run CC cleaner on all apps

Restart System

Install all CC apps

Open Acrobat and see if it works. It does not.

Third try on support call:

Delete Windows 7 user Admin account and create a new one

Go through all the steps above from second support try

Im thinking the only way to fix this well known and well documented bug is to start posting links to alternative PDF software solutions and maybe drop my companies 45 Acrobat licenses.

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Apr 25, 2014 1
Explorer ,
Apr 30, 2014

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This did not resolve the issue.

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Apr 30, 2014 0
Community Beginner ,
May 01, 2014

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I navigated to the opm.db file and deleted and then tried again, but it still did not work. I'm in agreement with others. This needs to be fixed. It's never a "good thing" when you spend your hard earned money on something that does not work and you are still paying for it.

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May 01, 2014 2
Engaged ,
May 03, 2014

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I'm having the same problem, but when I try to delete the opm file, it says it's open in another application and I should close it.  Nope, it ain't.  Not true.

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May 03, 2014 0
Engaged ,
May 03, 2014

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Okay, a Help page says "locate the following text in PDApp.log (in the %temp% dicrectory)"

How do I find that in Windows7?

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May 03, 2014 0
Engaged ,
May 05, 2014

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Romsinha wrote:

Please navigate to C/Users/User Name/AppData/Local/Adobe/OOBE/opm.db and delete it(Windows).

Launch CC desktop and try to sign in.

When I try to delete the opm.db file (mine doesn't have the .db extension) I get this: "The action can't be completed because the file is open in another program."  However I'm not running any other programs right now.  What to do?

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May 05, 2014 0
Community Beginner ,
May 05, 2014

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be sure U have cloused creative cloud icon, in the task bar then eraseopm.db maybe the extension is not shown but click the obm line and right button shows in properties the extension .

good luck

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May 05, 2014 1
Engaged ,
May 05, 2014

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That worked.  Thank you very much. 

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May 05, 2014 0
Community Beginner ,
May 06, 2014

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To close out of Creative Cloud, under the gear icon, go to Preferences and sign out.

Do NOT just quit the program.

You will get a warning that your programs will be uninstalled. If that were only the case.

Then try to delete the opm.db file referenced.

Gearing up to try again  😞

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May 06, 2014 0
Explorer ,
May 06, 2014

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There is no "Preferences" under the gear icon, only: Help, Pin to Notification Area & Quit.  When I quit the program navigate to the opm file and delete, it still tells me "You've been signed out" when I open the program and attempt to log in.  The program also creates a new opm file in the OOBE folder when I open it again. 

Long story short, I am following the instructions suggested here, and it HAS NOT SOLVED THE PROBLEM.

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May 06, 2014 2
Community Beginner ,
May 07, 2014

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I spent a few hours cleaning every single Adobe mention in my computer out. Except if it seemed like part of the system, like my graphics card. Then I turned off my firewall and started a completely clean and fresh install of all of Creative Cloud.Finally, FINALLY my Apps now open.

---

That your Gear doesn't have Preferences is not good.

Somewhere in this discussion group are some of the other steps that might help.

What I would try:

Delete the OOBE folder opm.db.

Go to your system Control Panel and Uninstall the Creative Cloud (red knot) helper application.

Go to Adobe Creative Cloud and download the CreativeCloudSet-Up.exe file for a fresh install.

This morning I was deciding to move to CS6 instead, if this last attempt at fixing App failure to launch issues didn't work for me.

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May 07, 2014 0
Adobe Employee ,
May 07, 2014

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You can also contact Adobe Support to get complete resolution http://adobe.ly/yxj0t6 .

They have expertise in this subject.

Regards

Rajshree

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May 07, 2014 0
Explorer ,
May 07, 2014

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I uninstalled and reinstalled the CC app about 5 times.  Each time it is missing the Preferences, and there is no sign out.  This is a ridiculous waste of my time.  When I download a product from Adobe, I expect it to WORK.  I don't have hours at my job to sit around cleaning up files!  I have read all the suggestions in this forum.  Nothing works.  To add to it, when I tried to open my licensed copy of Acrobat XI today it told me it was a trial and to sign into my CC account!  This is outrageous!!!  FIX THE PROBLEM ADOBE!  IT IS YOURS TO SOLVE, NOT MINE!

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May 07, 2014 4
Community Beginner ,
May 08, 2014

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Adobe used to be a standard of excellent documentation. With the massive outpouring of issues on getting CC up and running, it would serve everyone well to accumulate all of these issues into some intelligent formats and post them. Organized by issue and by computer operating system.

Start with the first install. Before ANY download, tell everyone to turn off all firewalls if possible, and to have no other programs running.

Though mine seems to be fine, the issue is work stoppage at the forefront and career threatening aspects imbibing a deep mistrust that should be addressed. I am in my first 3 weeks. Will it keep working?

These are not just " programs ". They are livelihoods. Or not.

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May 08, 2014 3
New Here ,
Jun 20, 2014

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Hi,

I have this issue after the Adobe site updates on the 18th.

 

Issue:

When you launch the Creative Cloud desktop app, a "You've been signed out" message appear

 

Troubleshoot points of note.

 

  • Mac Mavericks OS
  • This is happening on two Macs – regardless of user credentials used
  • This works using the user’s credentials from a PC using the windows Creative Cloud Desktop App
  • Creative Cloud Desktop successful downloaded one app on the 16/06/2014 to the Mac

  

Adobe’s Resolution

 

https://helpx.adobe.com/creative-cloud/kb/unable-login-creative-cloud-248.html

 

  • Also tried renaming another folder – AAMupdater in the Adobe folder, as suggested on an Adobe Forum
  • Deleted OOBE folder in a second location (location that differs from that in the guide above)
  • Also used the Creative Cloud Cleaner to tidy up installation files
  • Uninstalled all Adobe products as this is a new machine and there were the file download manager and Creative cloud desktop app - deleted associated folders in both Library folders

still no job.

am waiting over a day for Adobe Tech support to come back to me with results of log file analysis.

can you help?

regards

John

  

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Jun 20, 2014 0
Community Beginner ,
Jun 20, 2014

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I ended up uninstalling Creative Cloud completely.  Then I ran the IOBIT complete uninstaller to remove any partial files/remnants left over from the original uninstaller.
At that point I reloaded the latest version of Creative Cloud, and shut down my system.

This seems to have cleared up the problem. 

Kind of a pain. But it worked.

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Jun 20, 2014 1
New Here ,
Sep 23, 2014

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didn't work for me... already couple days trying to fix it... disappointing.

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Sep 23, 2014 0
Explorer ,
Apr 30, 2014

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I was emailed this link, but it also did not solve the problem for me.

http://helpx.adobe.com/creative-cloud/kb/unable-login-creative-cloud-248.html

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Apr 30, 2014 0
Explorer ,
Apr 30, 2014

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This is a really bad issue!  Adobe needs to fix this ASAP.  None of the suggestions have solved the problem for me.  What a waste of my time.

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Apr 30, 2014 1
Community Beginner ,
May 04, 2014

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not working for me either...i try and quit CC updater..then delete the file oo whatever...and it wont let me delete it.. Adobe you need to fix this..I dont need to fix it....Adobe YOU need to fix this...you created the mess, YOU need to fix it...not send me to non english speaking people..or tell me to delete files just fix it..Please......see   Im upset with you...But I still said Please...Thank You.

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May 04, 2014 3
New Here ,
Dec 30, 2014

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This is ridiculous

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Dec 30, 2014 0
Engaged ,
Jan 02, 2015

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DerrickGutormson wrote:

This is ridiculous

What's ridiculous?

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Jan 02, 2015 0