Stop asking me to sign in and stop logging me out on deactivation!

Report · Feb 17, 2023

I swap between multiple computing devices (a couple of work machines - laptop and desktop, and home machines - again laptop and desktop, for remote working)

I think it's a shame that deactivation seems to make Creative Cloud forget me - as in completely log me out, why?

To switch computers, I have to go through the process of:

typing in my email address (it's never remembered for some reason - I'm the only user of the PCs I use),
opening the authenticator app on my phone, choosing the number,
deactivating one of my installations,
open the software.

It's really crazy?!

Why doesn't the Creative Cloud app remember my user account or, better still, keep me signed in? There is no need to log me out when deactivating a licence. Please fix this. At the very least, with 2-factor authentication enabled, remember my email address!
Why can't Creative cloud automatically try to "swap" activations for two computers if one of them doesn't have any Adobe apps running. Even if I had left something open, auto save it and deactivate. Even better... if the document was stored in the cloud, automatically save the document, sync it and reopen it on the computer I'm trying to use. Like some sort of "continuity".
Other software companies can deal with a "concurrent licence" policy. When a user closes the software, the activation is released automatically - seems pretty simple to me! Obviously, I can imagine situations where laptops are without internet access, but there are alternative strategies to mitigate this sort of thing.
Fundamentally though why can't "sign in" be retained on as many PCs as you like? "Sign in" and "activation" are clearly different anyway as I can be signed in and still have to activate/deactivate the software. Opening any Adobe app should immediately ask you to deactivate an instance of your choice if you run out of activations. This would remove multiple steps making the activation process faster and more convenient.

In a "cloud connected" world, all of this activate/deactivate process seems archaic and really should be invisible to the user unless, an exception occurs or something requires a specific choice.

Report · Feb 17, 2023

your cached adobe login credentials are stored in your oobe folder**. if those are altered (eg by, av, antimalware, cleaner, defragger etc) or they cannot be written, you will encounter the problems you report.

------------------------------------------------------------------------------------------------------------------------------------

**

A) Mac OS: /Users/<user name>/Library/Application Support/Adobe/OOBE
NOTE: \Users\<user name>\Library\ is hidden by default. To unhide see below*

B) Windows: C:\Users\<user name>\AppData\Local\Adobe\OOBE
NOTE: C:\Users\<user name>\AppData is hidden by default. To unhide see below*

*see bottom of https://helpx.adobe.com/creative-cloud/kb/unknown-server-error-launching-cc.html for info on unhidding

Report · Feb 17, 2023

In reply to kglad:

Thanks for your reply. Interesting... However I've observed the same problem on multiple computers, one of which is a fresh install on a brand new PC. If this is indeed a "permissions", "corruption" issue then I would suggest there's something very wrong with the Adobe software or the way it handles file permissions.

I've also tried deactivating an instance and then observe an instance of creadive cloud sign me out whilst I was watching it.

Are you suggesting that I delete the data in the OOBE folder and try again?

Also, I do not use "PC cleaners" and "defragging SSDs" is obviously never advisible - not sure how defragmentaion would cause a permissions/corruption issue though? Could windows 11 itself be causing an issue? What is the expected behavour on a Mac for instance?

Report · Feb 17, 2023

(i don't know how defragging would cause this problem, but someone reported it. of course, that doesn't mean it's true.)

do you use antivirus? antimalware?

your brand new install is interesting because the number of problem causes is so limited. is there anything on that computer other than your os and your adobe cc files? an av program?

also, on one of your other computers (eg, computer a), if you sign in and than go to a different computer (eg, computer b) and direct the cc desktop to sign out of computer a, what happens if you return to computer a to sign in?

this should be done within a few hours so nothing is "cleaning/scanning" computer a. eg, don't restart it. any problems? can you determine if a computer restart or something timed coincides with the problem?

Report · Feb 18, 2023

Thanks again for your help! No, I don't have any AV etc. that doesn't already come with windows running on my new machine. I only have CC, MS office, Steam (with a couple of games), and some DAW / virtual instruments installed.

To perform the following experiment, I'm at home using a VPN to remote desktop to my work PC.

I logged in to CC desktop app on two desktop PCs with my home Laptop signed in and activated, but not powered on. My Work PC is activated and I just updated a few of the apps. If I open PS on my home desktop PC, I get the usual "activation limit":

This in itself does imply that the issue is fundamental and not a specific installation issue, since "activation" and "sign out" should be two different things. The dialogue states the "I've reached your activation limit" and yet it's asking me to "sign out". Just for clarity, I don't want to "sign out", I just want to "deactivate" and remain "signed in".

Since I only have the option to "sign out" I click that and see the following:

If I immediately return to my remote work machine (via remote desktop), CC desktop app shows that I remain "signed in" on this occasion - I'm pretty sure I've seen this log me out within a certain time period before though, calling home probably happens periodically so that's not so surprising. However, forcing a "call home" by restarting the app (not minimising) I find that I have actually been "signed out" (consistent with the activation dialogue boxes shown above) and have to enter my email address again (because it's not remembered) and perform the 2-factor authentication.

I'm more convinced that this is how the Adobe software is intended to operate since it's consistent with the language of the activation limit dialogue box.

I believe this should change. Instead of "sign out". the operation should be "deactivate" - There shouldn't really be a need to "sign out". Additionally, if this is not the intention or function of the activation limit dialogue box, the language used is incorrect and needs to be updated.

Report · Feb 18, 2023

i know you have lots of info in that last post but i went no further than this: "To perform the following experiment, I'm at home using a VPN to remote desktop to my work PC."

using a vpn is highly suspect - adobe cc doesn't do well with vpns. it's secure servers appear to suspect spoofing or something else untoward and react unfavorably. (and that previous sentence is intentionally nebulous because i don't really know what's going on except other users with vpn's report a variety of problems contacting adobe. in particular, they have difficulty using adobe chat and they have difficulty activating perpetually licensed adobe software.

so, at this point, if you're using a vpn to connect to adobe, i'd suggest either testing whether using a vpn is the issue, or contacting adobe support and see if they're probing one of your computers might help.

there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies
and click 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.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

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...

Report · Feb 18, 2023

ok, after getting that vpn stuff in writing, i read the remainder of your message.

for adobe cc, sign-in = activate and sign-out = deactivate. i know you understand that and are suggesting adobe fix it so activation/deactivation are unlinked from sign-in/sign-out. my guess is that's unlikely, and i'm pretty sure "unlikely" is an understatement.

ntl, i'm not the (or even an) arbiter of what adobe will or won't do. you might get better traction with your suggestion here:

for applicable apps, you can make (some) suggestions to adobe here, https://helpx.adobe.com/ie/x-productkb/global/how-to-user-voice.html

for others, use https://www.adobe.com/products/wishform.html

Report · Feb 20, 2023

Hi, I was using the VPN only for the purposes of "switching devices quickly" as you suggested. I'll try swithing between the home pc and laptop seperatly, with both machines connected to the same physical network, to see if VPN is the problem.

However, I'm pretty sure that I don't have to be connected to the VPN from my home machine to experience the issues I've described.

Report · Feb 20, 2023

Thanks, I'll create an instance there too (I thought this was the place for feature request ideas, apologies.) Yes I suspect I won't get traction there either, although it's really silly.

My rational for it being silly is this: To "deactivate" I have to "sign out", however I can immedialy "sign in" again (without activating) on that computer, thus being "signed in" to three machines, but "activated" on two!

Report · Feb 21, 2023

Sorry, I also liked on the link to log a suggestion, but the creative cloud desktop app isn't listed. The other link provided forwards me to this site where I see my post already listed. Can you recommend an app that I could log this request under?

Report · Feb 21, 2023

i didn't realize it before, but this thread is the best that can be done.

Report · Apr 30, 2024

Most annoying thing ever. Adobe has the worst customer service ive ever seen. The continual login crap has to end, but no human will ever see this, so it doesnt even matter. BTW, i had to login, and do the confirmation text code just to say this

Report · Apr 30, 2024

i saw it. and i'm human.

Report · Apr 30, 2024

It's just a shame that Adobe doesn't care about making using the user experience better. They're just concentrating on fancy AI stuff, which is nice, but this is still just extremely irritating and unnecessary. Still it's been over a year now and nothing has changed...

Report · May 01, 2024

i believe i've seen an adobe employee post (on another cc desktop ideas thread) that they are working on this.