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Adobe broke Windows Credential Manager

Community Beginner ,
Sep 12, 2022 Sep 12, 2022

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Hello, I have problem with saving Adobe login data on my PC. Im able to login to my Adobe Creative Cloud and launch Adobe apps, but Windows Credential Manager keep my password until first PC restart or PC close, after reset my Adobe App Info Credentials in Windows Credential Manager are gone, and i need to relogin to Adobe CC. This problem is only occuring with Adobe data, no other 3rd party program is making problems like this.


Adobe Creative Cloud Version 5.8.0.592
Core Sync 5.17.0.36
CCX Process 4.11.1.1
CC Library 3.20.7.4

OS: Windows 10 Pro 21H2, 19044.1889

I tried multiple ways to fix it:
- I tried restarting Windows Credential Manager service while killing all Adobe tasks in Task Manager,
- I tried deleting "Vault" folder,
- I tried reinstalling Adobe CC and relaunching Credential Manager service
- I tried turning off firewall and windows defender,
- I tried maunaully deleting every Credential data from Manager,
- I tried deleting certificate data from certmgr.msc, 
- I've make sure to check if my Windows Management Instrumentation (WMI) service is on, 
- I tried even creating second local account on my Windows, but this fixes the Credential Manager issue only on this second account and my main account im still unable to save my Adobe App Info everytime i reset PC.
- I tried even doing backup od Credentials from second local account and loading them into my main account and still nothing.

Nothing from the above is working so far.
Do you anyone know any solution to this problem that accualy works? So far every official helpdesk articles were usless. 



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App installs and updates , Others

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Community Expert ,
Sep 13, 2022 Sep 13, 2022

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i'm not sure this will work.  it's the solution for a related problem, but not exactly that one.

 

in fact, i'm wondering if something on your computer (av, antimalware, cleaner, defragger etc) is removing/corrupting your credentials on restart.

 

but it's easy to do and won't hurt anything to try it, so give it a go:

 

open the cc desktop app

click file>exit cc

Open Services manager (press the Start key and type Services).

In the list of Services, right-click on Credential Manager.

Select Restart.

Restart/Relaunch the Creative Cloud desktop app and sign in.

restart your computer to test

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Community Beginner ,
Sep 13, 2022 Sep 13, 2022

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Tried this already and this did not help at all.

Anyway i tried different approach to the problem. After many many days of trying i noticed that everytime i login to CC app it takes quite long amount of time to process my input data, along with sending me two step code. After successful login to CC app with two step verification being active, reseting PC takes again longer time than usual, probably because of credencial issue.

BUT! today i made a progress. Again after login i noticed two-step verification being quite laggy with sending me code, in the end app sent me like 3 codes from 3 different sources via SMS, none of them worked. After few tries, most of them were failed. I decided to turn off two step verification and try again.

Now without two step verification im able to login properly, my PC is not stalling/freezing while reseting, and my login credentials are correctly saved in credential manager after reseting/closing PC. This fixed my main problem with Windows Credential Manager. 

Adobe should check what is wrong with two-step verification.

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Community Expert ,
Sep 13, 2022 Sep 13, 2022

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2step verification works without problem for me, so it's something related to your setup, not s general adobe problem.

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Community Beginner ,
Sep 14, 2022 Sep 14, 2022

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Ok soo its still not fixed. Today i tried to launch Photoshop and app asked me for my login and then asked me for two step verification code even though I turned it off. I turned off Photoshop without login in, and launched Adobe CC, here I also needed to login in but this time CC didn't asked me for two step verification code just for email and password. Soo looks like problem is still not solved.

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Community Expert ,
Sep 14, 2022 Sep 14, 2022

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using a browser that allows popups and cookies, contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com....

p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.p.s. you can also use twitter to tweet @AdobeCare.

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Community Beginner ,
Sep 14, 2022 Sep 14, 2022

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Agents are usless, i tried 2 times, non of them helped with provided solutions. In the end they proposed me to install 3rd party program to give them remote access to my computer which is highly suspicious and should not take place, especially since there is no mention to this on support page that agents may propose this type of action. Anyway they are not even giving any intel about what they want to do with this remote access, there is no description of actions/scenarios they want to achive or check with this remote access. 

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Community Expert ,
Sep 14, 2022 Sep 14, 2022

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The program they want to install only gives a one-time access to your computer. It is a common tool for them (or any company doing computer troubleshooting remotely) to use, as it lets them work much faster if they can run their procedures and see the results directly instead of having to filter everything both ways through the customer.

 

It's your computer and you have to decide what you're comfortable with, but this tool is not a security issue.

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Community Expert ,
Sep 14, 2022 Sep 14, 2022

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there's a problem on you computer. i don't see how that can be found and fixed without access to your computer.

 

so, if you don't want anyone else to access and control your computer, you'll need to find and fix the problem yourself unless you:

 

1. backup your data

2. reformat your hd

3. install you os

4. restore your data

5. install adobe cc

 

confirm all works well.  then

 

6. carefully install your other apps watching for the problem to recur.

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Community Beginner ,
Sep 21, 2022 Sep 21, 2022

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Hello, Ive decided to give it a try and reinstall my Windows 10. On fresh Windows this problem still happen. 

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Community Expert ,
Sep 21, 2022 Sep 21, 2022

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did you update your win 10?  do you have a 64 bit os?

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Community Beginner ,
Sep 21, 2022 Sep 21, 2022

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Ok, so at first there still was same problems with login/logout loop, but now looks like it stabilize, i manage to turn off, restart PC few times, and at the moment it seems to works, but i need to monitor Adobe CC app for longer period of time to confirm the fix.

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Community Expert ,
Sep 21, 2022 Sep 21, 2022

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be careful with other programs that can break adobe cc. eg, av, anti malware, cleaners etc.

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Community Beginner ,
Sep 21, 2022 Sep 21, 2022

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Ok, so I wasted half of the day to format Windows and reinstall everything, and problem is still occuring. Adobe CC keeps me logging out after reset or during viewing Adobe CC App content like settings etc. I don't have any VPN or antivirus, anti malware or any cleaners installed beside standard Windows Security and Windows Firewall - in which all Adobe Apps has granted full access to network.

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Community Beginner ,
Sep 22, 2022 Sep 22, 2022

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I decided to give it a try with Adobe support and remote access. Agent done actions i tried before like deleting OBE folder, clearing Adobe CC with CloudCleanerTool, reinstalling Adobe CC Desktop App, checking Credential Manager, etc. Nothing helped, in the end he asked me to reset my PC and that was it. Problem is still not solved. I will probably refund my subscription if i can't use it properly.

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Community Expert ,
Sep 22, 2022 Sep 22, 2022

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sorry to hear that.

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New Here ,
Jan 18, 2023 Jan 18, 2023

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I have the same problem, windows credential get filled with tons of Adobe entries and none of my network drive can save their credentials (on reboot it's all gone, except Adobe's credential of course)...

@QuiseI admire your patience and extensive attempts and details provided to fix this.
have you found a solution since ?

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Community Beginner ,
Jan 18, 2023 Jan 18, 2023

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Hello, none of Adobe Customer Service solution worked. The ultimate solution for me was to turn off two step verification, i had only sms code verification and after turning it off im no longer having this credentials issues. I have turned off all three:
1. Sign in with Adobe Account Access app
2. Verify with email
3. Verify with text messages (SMS)

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New Here ,
Sep 01, 2023 Sep 01, 2023

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I have same issue in 2023!! Could you find any soluitons? I've spoken to customer service hundreds of times, but none of them seem to understand anything and couldn't resolve the issue. If you've found a solution, please let me know as well.

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Adobe Employee ,
Nov 19, 2023 Nov 19, 2023

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Hi @enesaydinat , can you capture and upload a log file and share the filename? https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

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