Inspiring

Question

Creative Cloud Desktop app not staying logged in on boot.

Forum|Forum|7 years ago
July 17, 2018
16 replies
32394 views

For the last few weeks, my Creative Cloud Desktop app hasn't been automatically logging in and staying logged in when I start my system, as it has done for years.

It runs fine and the blurry white logo appears in the system tray, which used to then go sharp to indicate that it had logged in, and it would then sync.

Now what's happening is that the logo is going sharp, and then immediately going blurry again.

If I click on it, a window pops up saying "You've been signed out. Unable to authenticate your Adobe ID. Sign in again with your Adobe ID and password to continue using Adobe apps."

If I then sign in, it's fine for the rest of that session, but as soon as I reboot, the whole process repeats, which is very annoying!

Occasionally it will log in and stay logged in on next boot up, but most of the time it just logs straight out again as described.

I've tried uninstalling Creative Cloud, deleting all its folders, and reinstalling it again, but no difference, it's still doing the same thing.

Is anyone else seeing this behaviour, and is there a fix?

The app is version 4.6.0.384 on Windows 10 1803.

Thanks, Dave.

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arij2010

Inspiring

I have an Adobe subscriptions since the beginning .My portable trip between home and work and is connected to the wifi and ethernet of both randomly and I never had this worries .I am under Windows 10 and so I think it comes from a problem of permissions and not related to networks and that in this case everyone should have the problem logically.

Rebafoto

Participating Frequently

@ arji2010

I think it comes from a problem of permissions and not related to networks and that in this case everyone should have the problem logically.

The problem is that I have not changed anything on my Computer. The last Windows 10 update was in spring and everything was still fine until the end of June. Then, without changes on the computer (no new software, no changes of permissions etc. only Adobe CC updates), at the end of June this problem started. Therefore it's hard to believe that it is a local problem.

Abambo

Community Expert

But still it is a problem for only part of the users. Did you file this as a bug?

ABAMBO | Hard- and Software Engineer | Photographer

JUSJO Creative

Participant

I too am having this issue on 2 separate Dell Precision laptops (1 is a 5510, the other a 5520, both running Win 10).

The Adobe Creative Cloud Desktop app is constantly signing me out and it is really starting to impede on my work.

I've tried all the Adobe recommended options. No fix.
Have had Adobe Tech Support remote into both laptops. No fix.
Have tweeted to @AdobeCare (still no answer to my query after 5 DAYS!)
It's getting ridiculous now, and I've have had to transfer some media files over to Resolve just to get the job finished on time.

A permanent fix please Adobe???

(Note: when I'm using WiFi the problem is not as regular, but as soon as I connect to the Internet via my Dell TB16 dock (USB-C) or adpater (as these laptops have no Ethernet port) I get signed out of Adobe straight away...so is there a networking issue here, rather than an installation or permissions error I wonder?)

J

JUSJO Creative

Participant

Nearly 2 years on and I am still dealing with this issue! 2 YEARS FFS ADOBE!!!

R

rosefolsom

Participant

I was expecting to find a fix at the end of this thread. Just got a new laptop and having to sign in to Adobe CC with each reboot. Can't believe Adobe has let it go on this long. Very disappointing.

CapVideo

Participating Frequently

I have this same issue - just changed my CC subscription plan in the last couple of days, forcing a new install of Cloud and all of the Apps. Since then, CC won't stay logged in after a computer shut-down. I'll try the uninstaller approach, but this is a pain in the butt.

Abambo

Community Expert

I know it's frustrating.

You could walk through this (as suggested here: Re: Creative Cloud Desktop app not staying logged in on boot. ): Adobe Creative Cloud signs you out or asks you to sign in repeatedly

ABAMBO | Hard- and Software Engineer | Photographer

DaveH5Author

Inspiring

None of that did any good at all then, and I very much doubt if anything has now changed that.

T

t001z

Participant

As many others on here have tried and reported, the posted suggestions are just that, suggestions. They did not fix the problem for me nor any of the users at my organization. This was not an issue until CC App version 4.6.0.384 was forced upon us.

I for one am terribly uncomfortable (putting it nicely) following the suggestions at this link posted above or anything that tells you to adjust your Internet Options in this way - very Windows 95 of them. ***SCREAMING SECURITY PROBLEMS***

Just because there aren't hundreds or thousands of people screaming about it doesn't mean it isn't affecting that many. I would probably just deal with it if I didn't have 2-Factor Authentication turned on which requires me to get a text message every time I log in, sometimes multiple times a day.

P

plummerl

Known Participant

… and it continues. Multiple required sign-ins, within a span of 10 minutes. Still no actual response from Adobe, other than "hope this helps!".

DaveH5Author

Inspiring

Well touch wood, it seems to have been OK for me over the last couple of days, logging in automatically on boot, and staying logged in.

I hope it stays that way, but I don't have a lot of faith if others are still having the problem!

I'm pretty convinced now that it's a problem at the server end, not in the app itself.

arij2010

Inspiring

Hi,

Try this :

1 -

Windows 8 and 10 : "Windows+X" to Access the Power User Menu

Run the Task Manager to quit these processes .

Adobe CEF Helper

Adobe Creative Cloud

Adobe IPC Broker

Adobe Genuine Software Integrity Service

CCLibraries

CCXProcess

Creative Cloud

CoreSync

2 - Rename The folders "SlStore" , "SlCache" and "OOBE" to "SlStore.old" , "SlCache.old" and "OOBE.old" in this location :

C:\Users\<user folder>\AppData\Local\Adobe\OOBE

C:\ProgramData\Adobe\SLStore.

C:\Program Files (x86)\Common Files\Adobe\ SlCache

3-

For Windows :

-> Run any application as admin and sign in .

V

vikingnm

Participant

@arij2010's answer seems to be the one, did the trick for me although you have to kill the adobe update service too to do all the ones he mentions.

The connections suggestion for IE doesn't do anything, my settings were just as described in the link given and had no effect on the problem. it is more a cache (term used loosely) problem that renaming the proper folders seems to have corrected.

DaveH5Author

Inspiring

Well I'm pleased it's working again for you, but following that procedure made no difference whatsoever when I tried it.

It could well indeed be a folder permissions problem, but you would think that after completely uninstalling the application, deleting all its data and then running the cleaner tool for good measure, on reinstallation it would actually create folders with the right permissions!

My money is still on it being a problem at Adobe's end. All I know is that my installation wasn't working properly for days, even after cleaning and reinstallation, and then suddenly without me knowingly doing anything, it came good, and (touch wood) has stayed good for nearly a week now.

Kanikas

Community Manager

Hi Dave,

We're sorry for the inconvenience.

Please follow the steps shared in the link for help: Adobe Creative Cloud signs you out or asks you to sign in repeatedly

Hope this helps! Feel free to update the thread for any other questions.

Thanks

Kanika

craigl21037942

Participant

I clicked on this forum item because I am starting to experience the same issue as Dave, and it's frustrating me.

I clicked on the link Kanika gave and, well, here's my thoughts on it: The instructions in that solution link frankly do not address the issue Dave described originally and that I have started having as well. The only possible exception is uninstalling and reinstalling the CC app. But only poorly designed/maintained apps should require that. (And to be clear, just because Adobe is a powerhouse, it doesn't mean their apps are designed all that well, both technology-wise and functionally -- YouTube is full of people whining about Lightroom; and how Premiere, despite its muscle, is a little unnecessarily overly complicated, not to mention frequent crashing). Reinstalling the app should never be a primary solution. It only means whomever wrote the troubleshooting instructions had not dug deep enough into the problem and it's a cop-out last resort. (This issue might have been brought on by a Windows update if you're using Windows, but Adobe should be on top of that and releasing software updates ahead of or in line with Windows).

Another thing that paints Kanika's link as poor is the instruction to check internet setting in Internet Explorer. I'm not sure internet connection would be an issue here anyway, but if the instructions were up to date, they'd point to checking the Control Panel, or the settings in Windows 10, not Internet Explorer which Microsoft has practically phased out.

So, Dave....uninstalling and reinstalling the CC app (which is a hassle) might fix the issue (I have not tried it myself), but Adobe has not really given you good assistance. If you continue to experience the problem, please post an update. If it went away, please post what you think you did.

P

plummerl

Known Participant

The problem you experience is exceptional. Millions are using CC and only a few are having your problem.

Checking out connections with ie is not an issue of Adobe, but was a design decision by Microsoft. Adobe is not responsible that some settings are best made via ie...

There are so many situations where a program my get corrupted and that outside of the control of the programs creator. Adobe provides some tools to correct that, but if nothing helps, you should try a clean install, as this is the best solution for a fresh start.

Please note also, if you complain, it is because you have a problem. Users without problems do not complain. You do not hear from them...

Exceptional? I'm not sure what, exactly you're referring to. I guess I must also be exceptional. I'd love to hear you explain the many ways that the Creative Cloud App can get corrupted, maybe the developers would like to know as well. Really, unless the Creative Cloud App is using IE in some bizarre fashion, it's quite the stretch to think that LAN Settings applied to IE will somehow be applied to the Adobe App. I've never heard such a thing.

Within the last few weeks, my two computers (both Windows 10, V1803) have been hit with the exact same issue. I am now continually being forced to log back into Creative Cloud. Once I log in, everything is fine, for a little while. This is now occurring constantly.

Well OK, I'll play the game, I will try the clean uninstall route and see if the software miraculously cures itself. In 40 years as an embedded software engineer, this will be a first.

Solving the problem by confirming that the required settings from within IE are set properly is mind-boggling. Yep, they were already in the suggested settings.

The Creative Cloud App has a Create Log File option. I quote:

"Adobe has developed Log Collector Tool to collect debug information related to your installed Adobe Creative Cloud apps. Log Collector Tool generates a LogCollection.zip file, which you are prompted to send to Adobe. Adobe uses the information contained in the LogCollection.zip file to identify bugs and to make improvements in Creative Cloud software products. By downloading and running Log Collector Tool and returning the LogCollection.zip file to Adobe, you consent to Adobe’s use of the information as described. You can open the LogCollection.zip file any time to review the information collected. This information can include your encrypted unique Adobe user identifier, product serial number as well as debug and installer log file information."

What exactly is the intended use of this, if not for this kind of issue? Why is this not a suggested approach to discovering what the issue is?

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