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Unable to log back in

New Here ,
Feb 18, 2023 Feb 18, 2023

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Hi,

 

Over the previous year I have used my school account to access Adobe services on my computer. I switched schools this year, and because of that my email was deactivated. My new school issued me another email that has an Adobe subsciption. I am trying to log into my new account with the creative cloud app so that I can use photoshop, but it just endlessly loads and doesn't let me sign in at all (gives me an error saying to sign in, when I press sign in the same error pops up). I tried to uninstall Creative Cloud, but it won't let me because I have photoshop installed. When I tried uninstalling photoshop, it opened up creative cloud and did the endless loading. 

 

Any help would be appreciated.

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Collaboration , File sync

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correct answers 1 Correct answer

Community Expert , Feb 18, 2023 Feb 18, 2023

You most likely did not clear everything associated with your old identity... first log out of your account

 

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove programs

 

Then log in to your new account and do a fresh install

What to do when you have a subscription (and an alternate download link)
https://community.adobe.com/t5/download-install-discussions/after-effects-set-up-wont-install/td-p/13554270

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Community Expert ,
Feb 18, 2023 Feb 18, 2023

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You most likely did not clear everything associated with your old identity... first log out of your account

 

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove programs

 

Then log in to your new account and do a fresh install

What to do when you have a subscription (and an alternate download link)
https://community.adobe.com/t5/download-install-discussions/after-effects-set-up-wont-install/td-p/1...

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New Here ,
Feb 18, 2023 Feb 18, 2023

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Solved, thank you!

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Community Expert ,
Feb 18, 2023 Feb 18, 2023

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reset the cc desktop app by making sure it's in the foreground, then press:

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


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


if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*


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

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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