Invalid credentials on unreachable organization login

[CodeRedDev]

Though this might be an edge case I want to draw attention to this.

Because of an incident in my organization (Hochschule Karlsruhe) their authentication service is not reachable. Therefor I can't log into my account either way. This becomes a problem on the Desktop App (Windows 11). It leads to a kind of deadlock in Creative Cloud trying to reach the authentication service and failing with 

{"error":"invalid_credentials"}

With this I am unable to instead log into my private account to continue working.

Though I was able to remove my organization login credentials via Window Credential Manager as described in the Adobe help page here , this is not straight forward.
In my opinion a simple logout would be better.

[kglad]

are you an administrator for karlsruhe hochschule?

[CodeRedDev]

No I'm a student.

[kglad]

it looks like your problem is already resolved, so for others, you should have (others, if they encounter problem, should) contact their administrator, https://helpx.adobe.com/in/enterprise/kb/contact-administrator.html

[CodeRedDev]

As I stated in my report the problem is not the organizations authentication service failing, though it is the cause. The problem is that the way to resolve the problem of being stuck in "Invalid credentials" in Creative Cloud Desktop is really not straight forward.

Instead of being redirected to the login page on failure to connect to the auth service, the user will end up being stuck in two Creative Cloud windows. One with a white screen and one with the JSON response "invalid_credentials".

The only way I found to get out of this was to find my credentials in Windows Credentials Manager and remove them. Which is, like a lot of Windows service management tools, not user friendly.

[kglad]

again, this is something that should have been handled by your administrator. it's not a problem the end-user (you) is expected to research and/or fix.

[Monte377416007gdo]

I am also facing this issue. i work for meta and see a white screen that just says 

{"error":"invalid_credentials"}

with no options 

[kglad]

contact your admin.

[CodeRedDev]

It is true, that the end-user should not be the one to research. My proposal is that the weird behaviour of the app should be fixed.

It is an edge case, because auth services of most organizations should not fail for a longer period of time. But instead of being dependent on the success of auth requests CC-Desktop should be able to handle failure and redirect the user back to the login screen.

Though you're right that the cause is in the organizations service, the real problem for the user is CC-Desktop not handling failing auth-requests.

[kglad]

do you want me to move your suggestion to the cc desktop "ideas" forum?

[CodeRedDev]

As I think this is a bug and Adobe developers should treat it like that, I don't think this will fit in the "ideas" forum.

[kglad]

ok.

[Christian37592990jyxu]

Hello, i have the same problem. I also went to the Hochschule Karlsruhe but graduated and have no access the the academic account. I cant log into my private account either.

[kglad]

@Christian37592990jyxu 

did you use different adobe id's for those 2 accounts?