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Creative Cloud "You have been disconnected"

New Here ,
Oct 10, 2021 Oct 10, 2021

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Hello there,

 

It is now been a month since i have a bug with the Creative Cloud. I had a student license with my school for 2 years and now that i'm a new school, i don't have access to my old account, that is totally normal. But i was logged in with that account on my personal computer, and now, i can't log in with a new account and use the softwares i need. There is a loop of "You have been disconnected" and i can't do anything about it (as you can see in the video). I tried some fixes like deleting files (C:/Users/User Name/AppData/Local/Adobe/OOBE/ and C:\Program Files (x86)\Common Files\Adobe\SLCache) but it didn't work at all.

I'd really like to use the Creative Cloud again. Do you have any idea of how i can fix my problem ?

 

Thank you for your time.

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Adobe Employee ,
Oct 11, 2021 Oct 11, 2021

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ShapapK, sorry that you cannot sign out of the old Creative Cloud account on your personal computer.  Please see https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html for steps you can take to remove any Creative Cloud account-related data from the computer.  Please update this public forum discussion if you encounter any errors while removing the Adobe-related certificates.

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New Here ,
Oct 11, 2021 Oct 11, 2021

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Hello,


Thank you for your reply.

I did all of these but sadly none of these worked... 😕 I had no problem deleting the Adobe-related certificates but it's still looping.

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Adobe Employee ,
Oct 11, 2021 Oct 11, 2021

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ShapapK, is there any other software or utilities that are still installed on your personal computer? Anything that may be adding the log-in information?

 

For your next steps, please remove any installed Adobe software by following the steps listed in https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html.  

 

ShapapK, have you obtained a new Adobe Creative Cloud membership? If so, what type of Creative Cloud membership are you trying to use now?

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New Here ,
Oct 11, 2021 Oct 11, 2021

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Sure, i do have Photoshop left and Adobe Acrobat DC. I'll try to unistall them. Is there a way to save all of my settings ?

 

Yes i do, and it is the student version, but not with the same account.

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Adobe Employee ,
Oct 11, 2021 Oct 11, 2021

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The preferences are retained, by default, when using the steps listed in https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html, ShapapK.

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New Here ,
Oct 11, 2021 Oct 11, 2021

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It is all fixed now !!

Thank you so much Jeff A Wright !

 

Have a nice day 🙂

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Adobe Employee ,
Oct 11, 2021 Oct 11, 2021

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Thanks for the update, ShapapK!

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