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ruffnready
Participating Frequently
December 16, 2017
Answered

Need help with "You have been signed out, unable to authenticate" problem, thoughts?

  • December 16, 2017
  • 2 replies
  • 6029 views

Been working for two days on trying to get my laptop back working with Creative Cloud.  Cannot sign in as it is in a loop with the message you've been signed out and unable to authenticate....chat with support and they were of zero benefit.  Told me the could not access the credentials file and call back in 5 hours....well I tried back and of course they are closed for the weekend......

I have tried every option I have found on the net and none of them work...I can nor uninstall as it says the files are in use.....I can not delete the oobe file because they are in use, Adobe Creative cloud cleaner does not work....it asks for language and then does nothing......

Frustrated that I had to buy ON1 to process the RAW files from a Sony AR7III.....

Can anyone help and not just send me back through the meaningless loop

This topic has been closed for replies.
Correct answer kglad

thanks for responding but you are missing the fact that only when the Creative cloud icon is selected do I have the problem....My account is active and what I want......I can do everything on my desktop but not my laptop.....when I click the Icon, it gives me a screen you have been signed out, unable to authenticate.....and that never goes away......

If however I click either the LR or PS icon on my laptop, I get into the programs....However I must get the proper way of entering CC fixed.....going on 4 days now


you could do a complete reinstall then:

uninstall everything cc 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

remove the Adobe PCD folder and SLStore folders*

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

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

use the desktop app to install your cc programs/trials

*  https://helpx.adobe.com/creative-cloud/kb/configuration-error.html

2 replies

eherrera4667
eherrera4667
Participant
December 2, 2018

I recently has this issue. When I went to "Uninstall" the CC desktop app, there was another option to "Repair" the installation. Opted for this and when I relaunched the program I was able to sign in without any issues. This was on a MAC. Hope this helps.

    nataploop
    nataploop
    Participant
    February 11, 2019

    Thanks! I had the same problem and the repair option fixed it (using windows)

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    December 17, 2017

    confirm that you can connect to the secure adobe servers.

    for help with that and other common secure adobe.com connection problems read, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

    R
    ruffnreadyAuthor
    Participating Frequently
    December 17, 2017

    Thanks for your response

    I CAN

    reach the servers and see the double logos

    sign on to adobe.com

    sign on to creative cloud on my desktop

    load LR on my laptop, select an image and select edit in Photoshop CC 2018 and it will do that....

    I CANNOT

    sign on through the Creative Cloud link

    uninstall Creative cloud ( says files in use)

    repair Creative cloud or reinstall it

    delete or rename oobe

    and last but not least get any help from adobe support.....hour and half wait or call back tomorrow

    Desperate!  going on 3 days of trying to fix   thoughts?

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      December 18, 2017

      check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

      if your account shows

      a. your subscription is active,

      1.  sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

      2.  if that fails, using a browser that allows popups and cookies,  using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

      or contact the Adobe Twitter team at @AdobeCare

      if your account shows

      b. you have no subscription and you're paying for one

      1. using a browser that allows popups and cookies, 

      using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

      or contact the Adobe Twitter team at @AdobeCare

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