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

Adobe Employee ,
Sep 19, 2019 Sep 19, 2019

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

 

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

 

  • Start the Credential Manager Service: 

clipboard_image_0.png

 

  • 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 

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New Here ,
Feb 13, 2021 Feb 13, 2021

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Is there a proper fix coming for this? I'm located in New Zealand, and right now I can only use Adobe XD if my VPN is turned on to a different country (e.g. Australia).

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New Here ,
Mar 10, 2021 Mar 10, 2021

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So I've been assigned to work on a website and I found that XD is an ideal choice. However I can't even do anything right after installing it. This error keeps persisting on this and it's crazy frustrating.

Consider that this is my 10th-time reinstallation and my wifi connection is strong enough. I've tried deleting credential manager, stop and restarting credential manager, reinstalled Windows... nothing worked.
I'm really need help.

TCT_CheetahFox_0-1615384953497.png

 

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Adobe Employee ,
Mar 10, 2021 Mar 10, 2021

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Hi there,


Sorry to hear about the trouble. Please ensure that you have tried removing Adobe's entry from the credential manager as suggested here:https://helpx.adobe.com/xd/kb/cannot-verify-subscription-xd.html 

 

If you have already tried that, please use the Adobe Cleaner tool: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to uninstall the application and then re-install XD and let us know if that helps or if you need any further assistance.

 

Regards

Rishabh

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New Here ,
Mar 10, 2021 Mar 10, 2021

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Hi Rishabh, I've visited that page for a few days ago and done as said, however nothing changes XD even after I reinstalled it.

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Adobe Employee ,
Apr 04, 2021 Apr 04, 2021

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Hi there,

 

We are sorry for the delay in response. If you are still experiencing the issue, please try the steps suggested here:https://community.adobe.com/t5/adobe-xd/install-solved-can-t-verify-my-subscription-status-windows/t.... and let us know if that helps?

 

Thanks,

Harshika

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New Here ,
Apr 04, 2021 Apr 04, 2021

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Still the same error. Nothing work after remove windows and web credential. The error still there. 

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New Here ,
Mar 11, 2021 Mar 11, 2021

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Hi Guys,

 

I have installed the Adobe Creative Cloud Desktop app and installed XD using it. Now as soon as I launch XD it crashes with a delay of 10-15 seconds. During the time of the delay, it keeps displaying the Dialogue Box saying it can't verify my adobe subscription and can't connect to adobe servers. It doesn't even work in offline mode. I have tried stopping the watch to sync with the internet, signing out and sign in again, checked internet settings, reinstalled, clean installation, etc. I have tried every solution provided on adobe forums but it doesn't work.

 

Please help me in solving the problem. Thanks in Advance.

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Adobe Community Professional ,
Mar 11, 2021 Mar 11, 2021

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New Here ,
Mar 24, 2021 Mar 24, 2021

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Hi everyone. I am trying to use XD but i keep getting the "We can't verify your subscription status error", "we can't reach the adobe servers". What could be the issue because I am connected to the internet.

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Adobe Employee ,
Mar 24, 2021 Mar 24, 2021

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Hi there,

 

Sorry to hear about the trouble. Could you please try the suggestions shared here: https://community.adobe.com/t5/adobe-xd/install-solved-can-t-verify-my-subscription-status-windows/t...

 

Let us know if this helps or if you need any further assistance.

 

Regards

Rishabh

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New Here ,
Jul 03, 2021 Jul 03, 2021

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I am sick of trying to do the steps above and constantly getting the error message. I cannot even sign in on my computer because the error message appears first. I can sign in on the web without issue and I can sign in to my Win 10 laptop but this is the issue on my WIn 7 PC - very frustrating - paying money for nothing!!!

TheTurtle_0-1625370489630.png

 

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Community Beginner ,
Sep 02, 2021 Sep 02, 2021

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Same here (Just stared on my windows 7 September 2nd 2021)..very frustrating!!

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New Here ,
Mar 25, 2021 Mar 25, 2021

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I use Adobe XD on Windows 10. Almost everytime I start Adobe XD it says "We can't verify your subscription status". If I restart Adobe XD enough times eventually it works.

 

Sometimes it is not the "subscription status" error but the error code 5718. In this case I restart Adobe XD several times until it works.

 

I removed and installed Adobe XD several times already but that only makes it work for a while. Eventually the error "We can't verify your subscription status" returns. I also tried to disable the automatic clock synchronization in Windows 10 like other people suggested, but that did not work either.

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Adobe Community Professional ,
Mar 25, 2021 Mar 25, 2021

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New Here ,
Aug 02, 2021 Aug 02, 2021

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It DOES not work.

 

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New Here ,
Apr 01, 2019 Apr 01, 2019

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I recently re-installed windows 10 enterprise in my machine and have downloaded adobe xd and when I try to open XD, it shows that it cant verify my subscription status. "We can’t reach the Adobe servers. This may be because you’re not connected to the internet. Check your connection and try again below. If you’re still having issues, please see our connectivity troubleshooting guide. ". I re-installed windows and XD and my internet connection is working fine but it still shows this error. Please help me solve this problem.... I have a website to deliver in a week....

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Adobe Employee ,
Apr 01, 2019 Apr 01, 2019

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Hi Rayan,

Sorry that you are unable to launch Adobe XD and encountered this error message.

Could you please share the version of Adobe XD: Go to Help > About XD and Exact version of Creative Cloud sync: Open Creative Cloud desktop app, go to Preferences > Creative Cloud > Files? Other than that we would need the following logs.

  • AdobeXD.log: %localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\
  • ACPLocalLogs:%localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\ACPLocalLogs

Note: For the logs above paste" %localappdata%\Packages\Adobe.CC.XD_adky2gkssdxte\LocalState\ " in the address bar of windows explorer, you would get to the Local State folder where you can find the above logs.

You may upload these logs to CC or Dropbox as a zip file and share the link with me in a private message. Please let me know in case you face trouble grabbing any of the logs.

Thanks,

Atul_Saini

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Adobe Employee ,
Apr 24, 2019 Apr 24, 2019

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Hi Rayan,

In case you are still having trouble with this issue, please try the steps mentioned here: - User and license information issues | CC 2019  and share the results.

Thanks,

Atul_Saini

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Community Beginner ,
Sep 02, 2021 Sep 02, 2021

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Page Not Found.. 

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Adobe Employee ,
Apr 25, 2019 Apr 25, 2019

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If Credential Manager is not enabled on your computer, can you try enabling it and see if it helps? Let us know if you need more assistance.

Thanks,

Preran

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Community Beginner ,
Jun 07, 2019 Jun 07, 2019

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Having tried all the possible solutions and failing I eventually, after hundreds of trials and errors, fixed the error by removing web credentials for Adobe XD in Windows Credentials Manager. I hope it helps everyone! Cheers!

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Community Beginner ,
Jul 12, 2019 Jul 12, 2019

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Thanks, working fine for me

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New Here ,
Jan 29, 2022 Jan 29, 2022

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THANK YOU!!! worked for me

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Adobe Employee ,
Sep 19, 2019 Sep 19, 2019

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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. 

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New Here ,
Sep 01, 2021 Sep 01, 2021

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This doesn't work for me, I still get the same error. 

 

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