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Imaginerie
Imaginerie
Community Expert
May 28, 2022
Answered

Can't log-in to my Creative cloud app in Android

  • May 28, 2022
  • 1 reply
  • 1098 views

Hello!
I am posting here as the web chat agent has just hung up on me (a sort of recurring habit they have).
Foe a couple of weeks or so, I cannot log-in to my CC app on my Android phone (runs on Android 11). It used to work fine. Now I cannot access my files nor my libraries from the other apps (capture, CCexpress) neither.

I de-installed my apps, and reinstalled them twice, no luck.
If I try to sign in, I get the 3 options (Adobe ID, Facebook and Google) and when I try any of them I get the "An error occured while authenticating, please try again later"

when I close that page, I get "unable to log-in, please try again"

Well, I have been trying for a while now

Web app on my desktop and My Ipad work fine.

But none of which is satisfactory when you want to post stories with images from your synced files on instagram...

(I operate with Google drive at the moment, but it's really a a pain)

Any help would be greatly appreciated.

 

Thanks in advance!

This topic has been closed for replies.
Correct answer Imaginerie

Thanks!

I had someone from the webchat again later that day, and they asked me to do just that (and I did it before anyway) Mind it's been going on for a couple of weeks before I decided to call them, so I had the chance to try alomost everything. At the end they told me to reset my phone (hard reset). Honestly I was never going to do that but at the last resort. Lond story short, eventually I told a friend who asked me to try on 4G only (disconecting the WiFi) and it worked. It turned out that my WiFi router firewall have been changed without me knowing and prevented the Adobe apps from connecting (Adobe Apps only, all the rest worked absolutely fine). All resolved now. I thought I'd share if someone is in the smae position and told to resort to extreme measures while a simple test would have done the trick.

 

Thanks again!

1 reply

M
Community Manager
Manmeet2016Community Manager
Community Manager
May 30, 2022

Hi there, 

 

We completely understand your concern. Please do not worry about that. Would you mind checking if your phone is updated to the latest version? If not, please update it to the newest version. Try signing on and signing in. If still, you get the same issue, please reach out to us with the make and model details of your phone; we will keep a close watch. 

 

Thanks

Manmeet

Imaginerie
ImaginerieAuthorCorrect answer
Community Expert
May 30, 2022

Thanks!

I had someone from the webchat again later that day, and they asked me to do just that (and I did it before anyway) Mind it's been going on for a couple of weeks before I decided to call them, so I had the chance to try alomost everything. At the end they told me to reset my phone (hard reset). Honestly I was never going to do that but at the last resort. Lond story short, eventually I told a friend who asked me to try on 4G only (disconecting the WiFi) and it worked. It turned out that my WiFi router firewall have been changed without me knowing and prevented the Adobe apps from connecting (Adobe Apps only, all the rest worked absolutely fine). All resolved now. I thought I'd share if someone is in the smae position and told to resort to extreme measures while a simple test would have done the trick.

 

Thanks again!

M
Community Manager
Manmeet2016Community Manager
Community Manager
May 31, 2022

Hi there, 

 

It's excellent news. You said that right. This can help other users as well. Many thanks for sharing. 

 

Feel free to write us back if you have any concerns. 

 

Thanks

Manmeet

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