We cannot verify your subscription status.

[OpenSkyRadio]

Hello XD Community,

I am posting this message because for a week now I can no longer use XD on my main PC. When I launch XD it says "We can't verify your subscription status." I specify that I am subscribed and that my account works correctly on other PCs. I tried everything but I found no answer to this problem: Disabled my Antivirus (Eset NOD 32), Reinstalled XD and Creative Cloud, checked access to Adobe servers, TLS... Nothing to do I still have this damn message.

The worst thing is that the synchronization works since for barely 1 second I can see all my updated files from my laptop. I also specify that I have access to all the other applications without problem.

Please excuse my English, this is from a translation.
Thank you for understanding.

[Chaitanya21936374hmkf]

Hi OpenSkyRadio,
Sorry for the inconvenience, could you please try the following steps:

• Close all the Adobe apps.
• Sign out from the Creative Cloud desktop app and close it.
• Open the app and sign in. Check if it brings any change.
• This article might be able to help you:
  https://community.adobe.com/t5/adobe-xd-discussions/error-can-t-verify-my-subscription-status-window...
  
  Thanks & regards,
  Chaitanya

[OpenSkyRadio]

Hello,
Thank you for your reply.

I tried the different steps you mentioned above, however nothing changes even when the account is disconnected on Creative Cloud, XD still gives me the same message. Same when I log in to a free account.

Regarding the forum page to which you are redirecting me, I had consulted it before publishing my message. So I had followed all the steps but nothing worked, I'm still stuck.

Have a good day.

[Rishabh_Tiwari]

Hi @OpenSkyRadio ,

Sorry to hear about the trouble. Could you please share the version of the operating system and a screenshot of the About XD info page? Do you use any other Adobe app & is it happening with all the apps?

We're here to help just need more information.

Regards

Rishabh

[OpenSkyRadio]

Hello,
Thank you for your reply.

I am attaching screenshots of the Creative Cloud XD information page and my version of Windows.

As for other applications, I only use Acrobat Reader and this one works perfectly.

Have a good day

[Chaitanya21936374hmkf]

Hi OpenSkyRadio,

Could you please generate the log files using this link: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html and upload it to a shared location such as Creative Cloud app or Dropbox and then share the url with me over a private message.

Thanks & regards,

Chaitanya

[OpenSkyRadio]

Hello,

I just replied to you by private message.

Have a good day

[Chaitanya21936374hmkf]

Thanks for sharing the logs, we are looking into it.
Regards,

Chaitanya

[Chaitanya21936374hmkf]

Hi OpenSkyRadio,
We have gone through the logs shared by you, could you please try the below steps and do let me know if it helps:

- Click on Start then type "services.msc" in the search field and press Enter.
- In the "Services" window, look for the following entry:
- Credential Manager
- Double click and make sure that the service is not disabled and is running. 

Thanks & regards,

Chaitanya

[OpenSkyRadio]

Hello,

I find a "Credential Manager" file but it is already "in progress" in automatic mode.

[Chaitanya21936374hmkf]

Hi OpenSkyRadio,

Thanks for the update, we are looking into it on priority.

Thanks & regards,

Chaitanya.

[OpenSkyRadio]

News ?

[Chaitanya21936374hmkf]

Hi OpenSkyRadio,

could we get a screenshot of the properties for the credential manager service? 
Attached the screenshot for reference:

Thanks & regards,
Chaitanya

[OpenSkyRadio]

[Chaitanya21936374hmkf]

Thanks for sharing screenshot.

Regards,

Chaitanya