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DomSoucy
Participant
February 7, 2019
Question

Crippling issues with Creative Cloud.

  • February 7, 2019
  • 1 reply
  • 202 views

Good day,

I had recently installed the trial version of Photoshop and today i purchased my licence.

When i went to launch Photoshop creative cloud popped up asking me to confirm my email address, only there was a typo in the email address i had used for the trial. I have created a brand new account with my correct email when i did my purchase.

The only option i have is to check again and continue or resend the email, both of these are useless since its being sent to the wrong account.

The only options i have at the top right corner are Create log file, help, Pin to notification area and quit.

I have verified extensively for help online, i deleted the OOBE files but that did not help, i tried to uninstall both Photoshop and Adobe cloud and i get an error message for creative cloud saying it cant uninstall since there is still an application that requires it.

I also can not uninstall Photoshop, but unfortunately for no specific reason, the windows uninstall popup arrives and i click uninstall but nothing happens.

I have also tried to use the repair on Creative cloud but it didn't seem to change anything.

At this point it feels like i'm trying to remove a virus from my computer.

Please help as i am starting to become frustrated.

This topic has been closed for replies.

1 reply

John T Smith
Community Expert
Community Expert
February 7, 2019

Sign out and run the cleaner to remove everything from your computer

Sign in with your correct email and start over with a fresh install

Use the Creative Cloud Cleaner Tool to solve installation problems

DomSoucy
DomSoucyAuthor
Participant
February 7, 2019

Unfortunately it was not possible to sign out as the overlay that required me to confirm my email address seemed to have appeared and blocked the option to sign out.

I re deleted the OOBE files, restarted my computer and instantly went to uninstall Photoshop, THEN i got the option to log into an account. I figure id launch Photoshop just to see, but it still forced me to confirm my email address.

I went to uninstall, when the cloud popup appeared i logged in. updated the cloud and finally i was able to open Photoshop.

I am not entirely sure what happened or what caused this needless back and fourth but im just glad Photoshop opened.

Jeffrey_A_Wright
Community Manager
Community Manager
February 7, 2019

DomSoucy, sorry to hear that you are unable to sign into the Adobe Creative Cloud desktop application with the correct e-mail address.  In addition to John's suggestion, please download and run the Creative Cloud desktop app uninstaller utility from Uninstall the Adobe Creative Cloud desktop application .  The Creative Cloud desktop app uninstaller utility was explicitly designed to address the error about the Creative Cloud desktop app being required by other applications.

Please update this public forum discussion if you continue to encounter errors.