Error: can't verify my subscription status (Windows) in XD

[Preran]

Try the following solutions in the order in which they are listed: 

•  Please try the steps mentioed in this article: https://helpx.adobe.com/xd/kb/cannot-verify-subscription-xd.html.

If that doesn't help, then try the below steps.

• Start the Credential Manager Service: 

• Remove Web Credentials. See this article from Microsoft  https://support.microsoft.com/en-ca/help/4026814/windows-accessing-credential-manager​ for more info. 

• Disconnect VPN and retry 
• Switch to a different network and retry 

Or,

You may try the below steps-

1. Click Start Button and Type "Windows Update"
2. Now either click "Check for Updates' or click on one of the options "Important" or "Optional". This will open a window, "
3. Select Updates to Install".
4. In Optional Updates, Find update KBXXXXXX (Depending on the latest update) and check it. You can uncheck all other updates from Important and Optional list as that will make the process faster.
5. Click Ok, Wait for installation to complete.
6. Now Download EasyFix.msi from this link (Search Easy Fix as article is quite long)
7. Easy Fix will add the required registries, Now you must restart the system and check the workflow.

If these solutions do not help, please share your OS and XD version of your machine with Harshika Verma so that she can investigate more about your issue.

Thanks, 

Preran 

[Preran]

Please try the solutions in this post https://community.adobe.com/t5/Adobe-XD/SOLVED-Can-t-verify-my-subscription-status-Windows/td-p/1061... and let us know if you still need assistance. 

[juliaj99771153]

Hi,

I'm having this issue on a mac and the link you provided above for mac users does not work. 

Please let me know if there is a solution as I cannot open Acrobatt at all (what is strange is that it's not affecting photoshop).

Looking forward to your reply!

[Preran]

Apologize for the delayed response. This is the first time I have heard of this issue on a Mac OS. I suggest posting your question the Acrobat forum https://community.adobe.com/t5/Acrobat/bd-p/acrobat to see if this is an issue unique to Acrobat. If you are facing this issue with XD as well, please get in touch with our tech support team directly using this link https://adobe.ly/2WYE62m

[Skylyn]

I am also on Mac OS and having the exact same problem juliaj. Acrobat won't open at all. Please help!

[Allan Floyd]

I have tried everything listed on that page and this one and nothing.

[Preran]

Hi Alan,

If you tried all the solutions listed here https://community.adobe.com/t5/Adobe-XD/SOLVED-Can-t-verify-my-subscription-status-Windows/td-p/1061... and you still need assistance, please get in touch with our tech support team directly https://adobe.ly/2WYE62m using this link. Let the team know of all the troubleshooting steps you have performed so far.

Thanks,

Preran

[Skylyn]

I was on a chat with Adobe for over 2 hours yesterday and nothing was solved. 😞 getting extremely frustrated.

[juliaj99771153]

Mine is also still not fixed and frustrating. The strange thing is that it sometimes works and sometimes doesn't. Do let me know if you find a solution.

[Allan Floyd]

Gave up.
Downloaded GIMP.
Cancelled Adobe CC Subscription.

Good show, Adobe!

[Ziggy Kulig]

Preran. How do you solve the same problem on MAcbook Pro? I have updated Catalina version to 10.15.2 today and now my Acrobat Pro DC will not load. I get the message that status can't be verified.. check the internet connection .. Internet works fine )

[ignite_mike]

ZiggyK, this is when my issue began as well. I am running an iMac. Updated to 10.15.2 and suddenly this issue. Adobe tech took over my system for over 2 hours last week and couldn't resolve the problem. I have a phone call today with a senior tech. If I get it resolved I will post an update here.

[ignite_mike]

Well I have good news and bad news. The good news is that the issue is resolved. The bad news it that I did nothing to resolve it, it just started working. After not working over the weekend, I tried acrobat again this morning and the same error message popped up again. Adobe finally called me at 12:30pm for my scheduled tech support call, as I am on the phone with them, I try launching acrobat again to tell them the exact error massage I have been getting and guess what/ No error message. Opening and running properly. I have changed NOTHING since this morning. Same network, not shutdowns, no restarts, nothing. It just suddenly started working again. Hopefully this will be the case for some of you as well!

[jeffc79678332]

I can't open Acrobat...It just gives me the dialogue box "We can't verify your subscription" but I am logged into creativecloud with all other apps and have a working internet connection????????????

[Birdcage]

I can't open Acrobat either. "We can't verify your subscription status." Really?
All other Adobe applications are OK. I am able to work with an older version – Acrobat XI Pro which wasn't uninstalled. Dunno, it's all too hard, and too hot, and where I live, too smokey. Currently re-installing Acrobat DC but am not optimistic as it seesm to be taking forever.

[ignite_mike]

Anyone ever solve this issue? Same thing happening to me today. All my other apps run fine, but keep getting the subscription error with Acrobat. The Adobe tech guy has had control over my system for 2 hours now trying multiple fixes and nothing works. Sure glad I am paying for a subscription for this garbage. Being that I bill out at $100/hr and my computer has now been down all morning, I think a free month or two is in order don't you Adobe?

[juliaj99771153]

Are you on a mac or pc? 

For a temporary fix on a mac what works for me is locking and unlocking the Keychain access by clicking the lock icon followed by a password prompt (Application>Utilities>Keychain access). This seems to solve it but only for the day and then I have to start over.

If anyone has a better solution do let me know!

[ignite_mike]

Thank you! I will give that a shot.

[Preran]

Uninstalling the latest Microsoft package helped resolve this issue for one user. If you aren't confident about doing the uninstall yourself, I suggest getting in touch with our tech support team using this link https://adobe.ly/2WYE62m

Thanks,

Preran

[Ash7629]

HI Preran

Please give me the Microsoft package number,  we are getting the issue for several users. 

[PEAR Accounting Solutions]

I am also having this same issue. The computer did an update and now I cannot access Adobe. Chatted on tech support and they could not help me. 

[devam]

We can’t verify your subscription status.

this kind of error show in Adobe XD. I uninstall serval time my Adobe XD please fix this issue ASAP!

my adobe ID is:<Removed by moderator>

Contact number:<Removed by moderator>

[Atul_Saini]

Hi Devam,

Sorry that you encountered this error, we would need some additional information from your end and we'd appreciate your cooperation with this.

I would request you to share the following logs.

1. Check for NGLClient_AdobeXD117.0.12.11.log on this location: - %localappdata%\Packages\Adobe.CC.XD_xxxxxxxx\AC\Temp\

2. Run the log collector tool How to use the Creative Cloud Log Collector tool and send logs via email or a downloadable link (dropbox)

3. Collect the crash dump using this link: - How to generate crash dumps on a Windows machine upload the file to CC or Dropbox and share the link with me in a private message.

Thanks in advance for your efforts.

Atul_Saini

[devam]

Devam Soni

Web Designer

<Personal information removed by moderator>

[devam]

I didn't get any response by your side. please help me out.

Devam Soni

<Personal info removed by moderator>

[Preran]

Can you try enabling the Credential Manager on your computer and let us know if it helped?

Thanks,

Preran