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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Adobe Employee ,
Sep 02, 2021 Sep 02, 2021

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Hi there,

 

We're so sorry to hear about the trouble. Could you please also try the suggestions shared here https://community.adobe.com/t5/account-payment-plan-discussions/we-can-t-verify-your-subscription-st... and let us know if this helps or if you need any further assistance.

 

Regards

Rishabh

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New Here ,
Mar 15, 2019 Mar 15, 2019

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Hello,

I installed Adobe CC on Windows 10 (yesterday it was updated)

then I installed adobe XD CC

When I was trying to open it, I get a window that says this "We can't verify your subscription status"

I try this stop your system clock from syncing with the internet time. tried to reinstall, then update windows and adobe cc and xd cc too

Can anyone help me?

Here is a screenshot in attachment

ScreenShot_1_Adobe XD CC.png
ScreenShot_Adobe XD CC.png

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Adobe Employee ,
Mar 18, 2019 Mar 18, 2019

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Hi Milandrazic,

Sorry that you are unable to use Adobe XD and getting this error message, could you please share the version of Adobe XD and OS version?

Thanks,

Atul_Saini

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Community Beginner ,
Mar 20, 2019 Mar 20, 2019

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i have same problems too when i updated into last version adobe xd cc then came up that words "we can't verify your subscription status adobe"

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Community Beginner ,
Mar 20, 2019 Mar 20, 2019

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Adobe Employee ,
Mar 20, 2019 Mar 20, 2019

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Hi Rizkya, sorry that you encountered this error, could you please collect the log files using this link: - How to use the Creative Cloud Log Collector tool and share the link so that we can investigate this.

I would also like to know the version of your OS and Adobe XD which you are using.

Thanks,

Atul_Saini

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Community Beginner ,
Mar 21, 2019 Mar 21, 2019

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hello i already sent the log file please help me to fix it

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Adobe Employee ,
Mar 29, 2019 Mar 29, 2019

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Hi Rizkya, thanks for sharing the logs, we would need some additional information from your end.

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

2. 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,

Atul_Saini

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Adobe Employee ,
Apr 24, 2019 Apr 24, 2019

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Hi everyone,

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

Thanks,

Atul_Saini

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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 ,
May 14, 2019 May 14, 2019

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Hi Peran.

I came across this post as I was researching the same issue with XD in our environment.  Yes, when Credential Manager is enabled, it does fix the issue.  However, Credential Manager is disabled in our environment due to security concerns.  My question is why does Adobe XD require credential manager to verify when other Creative Cloud applications (i.e Photoshop) don't?

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Adobe Employee ,
May 15, 2019 May 15, 2019

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We have brought this to the attention of the team. From my understanding, this is because Adobe XD relies on UWP. I will get back to you as soon as I have more info.

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New Here ,
Aug 19, 2019 Aug 19, 2019

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We are experiencing the same problem with Adobe Acrobat DC. It started last week, and we have not changed anything to our infrastructure. None of the fixes mentioned above or in other threads work for us. We tried restarting the creds manager, clearing the entries for adobe etc. This happens to random folks in our organization.

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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 ,
May 21, 2021 May 21, 2021

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I connected internet in my computer but this problem can not be solved. Please help me to solve this problem.

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Adobe Employee ,
May 21, 2021 May 21, 2021

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Hi Ayudha,

 

We are sorry for the trouble. Would you mind trying the steps suggested in this post: https://community.adobe.com/t5/adobe-xd/install-solved-can-t-verify-my-subscription-status-windows/t...?

 

Let us know if that helps.

 

Thanks,

Harshika

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New Here ,
Jul 13, 2021 Jul 13, 2021

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I have been getting this error report all day. i have jobs that were supposed to be delivered today and I haven't been able to access my filoes. Please I need you guys to help me out here. I'm out of ideas

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Adobe Employee ,
Jul 13, 2021 Jul 13, 2021

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Hi there,

 

Thank you for reaching out and sorry to hear you're having trouble using Adobe XD. Would you mind trying the steps mentioned in this article: https://community.adobe.com/t5/adobe-xd/solved-can-t-verify-my-subscription-status-windows/td-p/1061...? Let us know if that helps. 

 

 

Thanks,

Madhumati

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New Here ,
Jul 14, 2021 Jul 14, 2021

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what is this regarding? i use XD and the cloud daily for school.

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Adobe Employee ,
Jul 29, 2021 Jul 29, 2021

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Hi there,

 

This is regarding the customers who get this error " Cannot verify subscription" when they open XD. Like you can see the screenshot here: https://community.adobe.com/t5/adobe-xd/error-can-t-verify-my-subscription-status-windows-in-xd/m-p/...

 

Let us know if you face any issues. 

 

Thanks,

Harshika

 

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New Here ,
Sep 27, 2021 Sep 27, 2021

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Is it applicable to Windows 7 ?
I disabled the internet synch option for my clock. It didn't work. I opened Adobe Photoshop using administrative access, still same issue. I restarted my PC after I disable clock synchronization, still same error. There's no Credential Manager service in my Windows Services. I'm not connected to VPN.

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Adobe Employee ,
Oct 28, 2021 Oct 28, 2021

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Hi there,

 

Thanks for reaching out. Could you please confirm if you are using an older version of XD as the latest version of XD is compatible with Windows 10 (64-bit) – Version 1903 (build 10.0.18362) or later. In case if you have an Enterprise subscription, please contact us directly using this link https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

 

Feel free to reach out if you need any further assistance.


Regards

Rishabh

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New Here ,
Jan 27, 2022 Jan 27, 2022

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I too have suddenly found Adobe can't verify my subscription status.

I have worked through all their list of solutions. None of them work.To my mind this is Abobe's problem. We should not be spending hours trailing through ' the community'. There should be an up-front way to contact Adobe directly i.e e-mail or 'phone and it should appear - and be active - with the  ' can't verify your subscription' message.

I don't know how anyone else is affected, but Adobe is taking my money every month and has failed miserably to do anything to correct the problem. What sort of an organisation are we dealing with?

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New Here ,
Jan 28, 2022 Jan 28, 2022

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Hi,

 

I'm also experiencing the same issue. It's been more than 10 dyays since I have been able to use Acrobat. What is so special about Acrobat? The other Creative Cloud apps are not affected. Please provide a resolution.

 

Why is it so difficult to get a resolution to this apparently know issue?

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New Here ,
Feb 06, 2022 Feb 06, 2022

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when i open the XD;

same times leter, XD pop-up dialog box;

 

11111.png

 

the dialog box displayed "We can’t verify your subscription status."

but my computer can open any other adobe software;

just XD can't use;

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