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

Report · Sep 19, 2019

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-

Click Start Button and Type "Windows Update"
Now either click "Check for Updates' or click on one of the options "Important" or "Optional". This will open a window, "
Select Updates to Install".
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.
Click Ok, Wait for installation to complete.
Now Download EasyFix.msi from this link (Search Easy Fix as article is quite long)
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

Report · Jan 29, 2022

THANK YOU!!! worked for me

Report · Sep 19, 2019

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.

Report · Sep 01, 2021

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

Report · Sep 02, 2021

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

Report · Mar 15, 2019

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

Report · Mar 18, 2019

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

Report · Mar 20, 2019

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"

Report · Mar 20, 2019

Report · Mar 20, 2019

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

Report · Mar 21, 2019

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

Report · Mar 29, 2019

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

Report · Apr 24, 2019

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

Report · Apr 25, 2019

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

Report · May 14, 2019

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?

Report · May 15, 2019

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.

Report · Aug 19, 2019

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.

Report · Sep 19, 2019

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.

Report · May 21, 2021

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

Report · May 21, 2021

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

Report · Jul 13, 2021

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

Report · Jul 13, 2021

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

Report · Jul 14, 2021

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

Report · Jul 29, 2021

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

Report · Sep 27, 2021

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.

Report · Oct 28, 2021

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