Welcome Dialog

Welcome to the Community!

We have a brand new look! Take a tour with us and explore the latest updates on Adobe Support Community.


Adobe customer serivce doesn't care that Cloud sign-in doesn't work

Community Beginner ,
Nov 05, 2020 Nov 05, 2020

Copy link to clipboard

Copied

Sorry for the title.  I'm just exhausted of this issue.   My Creative Cloud authentication signs me out multiple times per day and force closes all my apps.  

 

I've done all the steps in the troubleshooting guide: https://helpx.adobe.com/manage-account/kb/troubleshoot-creative-cloud-sign-out-sign-in.html

 

I've also had Adobe customer support connect to my computer, do all the steps again several times plus some other troubleshooting with no resolution. 

 

The last customer service person told me to "contact Microsoft".  Hahaha.  Like they are going to help me.  What am I supposed to tell them?  "My software keeps logging me out of itself."  "Is it a Microsoft product?"  "No. It's Adobe."  "Sounds like you need to call Adobe then."

 

I've spent dozens of hours restarting my software and with Adobe Customer support.  The premium costs for the Cloud service isn't cheap but it doesn't work!  

What am I supposed to do? 😡😡😡 😭😭😭

TOPICS
Cloud storage web assets

Views

115

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Nov 05, 2020 Nov 05, 2020

Copy link to clipboard

Copied

make sure your os is up-to-date and then suspend all av, antimalware, firewalls and other software that can affect your internet connection.

 

test if you're still getting signed out.  if you are and that occurs immediately (as soon as you sign in making it impossible to open any adobe apps, start with the lines beneath the asterix (*):

 

if you're able to sign in for a minute or longer and then are signed out, something is still active on your computer causing problems.  you can check your oobe folder** to monitor your cached adobe credentials to see if they're being deleted or changed.

 

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

*

first try, resetting the cc app: To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
restart your computer (don't skip this)
reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.
if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
use the desktop app to install your cc programs/trials

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

 

**

something on your computer is causing the problem removing/changing your stored credentials (eg, av, antimalware, cleaner), or you have a permissions issue storing your sign in credentials.

 

to check/confirm look for file changes in your oobe folder (esp, the opm.db file) where your credentials should be stored and not changed unless you explicitly change your adobe id and/or password.

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

B) Windows: C:\Users\\AppData\Local\Adobe\OOBE
NOTE: AppData (and its subfolders) is hidden with Windows default settings. To unhide see below***

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


***

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

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Nov 05, 2020 Nov 05, 2020

Copy link to clipboard

Copied

Thanks. Yeah.  The later tech supports tried that and went into the opm.db file (and we've used the cloud cleaner every single time).   We had everything turned off possible (like VPN, Windows Firewall, Virus protector).  

 

I've been hours of deleting registry stuff, credentials, uninstalling, cleaning, reinstalling.   One guy said that he could see the notes in my customer history and thought we tried everything possible.   I can't remember what he tried but he said he felt really confident that it would fix it, but it didn't. 

 

I'm not kidding when I say I've spent probably 12 hours connected with tech support on the phone, chat, and controlling my desktop. 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Nov 05, 2020 Nov 05, 2020

Copy link to clipboard

Copied

LATEST

did you watch the oobe folder?

 

and, if you're ready for the nuclear option, after securing your data, reformat your hd, reinstall you os and then reinstall your other software including cc.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Nov 05, 2020 Nov 05, 2020

Copy link to clipboard

Copied

It might actually BE a Windows issue, especially if you have the 2004 update to Windows 10. Something in that update broke things with the Windows Credential Manager, which can in turn affect your ability to stay logged in to the Creative Cloud. The latest release of Windows 10 (2H20) might fix it, but I haven't heard one way or the other.

 

Here's an article about the issue along with some troubleshooting information. (There will be lots more if you search for Windows 10 2004 Credential Manager issues.) 

https://www.windowslatest.com/2020/08/11/windows-10-may-2020-update-breaks-down-critical-feature/

 

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Nov 05, 2020 Nov 05, 2020

Copy link to clipboard

Copied

I guess contacting Microsoft is the last thing I can try.   With every round of tech support for the last 6 months, they've always made sure my windows was up to date, of course (which it always is anyway).  

 

I don't understand why I have to pay $99/hour to Microsoft when I can't use Adobe because of the credential system they decided to use.  I'm already paying through the nose for the Adobe software subscription. 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Nov 05, 2020 Nov 05, 2020

Copy link to clipboard

Copied

Creative Cloud works for 15 million subscribers.  If it's not working on your system, don't be so quick to dismiss professional advice until you try it. This could indeed be a Windows issue. Did you try installing Creative Cloud on another computer?

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Nov 05, 2020 Nov 05, 2020

Copy link to clipboard

Copied

Microsoft support is $99 an hour so why does Adobe get to be off the hook when I'm paying them so much money for the software subscription? 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines