Welcome Dialog

Welcome to the Community!

We have a brand new look! Take a tour with us and explore the latest updates on Adobe Support Community.


POP UP WINDOW LOADING BY START UP (CREATIVE CLOUD; PS; AE; ME)

New Here ,
Mar 27, 2021 Mar 27, 2021

Copy link to clipboard

Copied

POP UP WINDOW LOADING BY START UP (CREATIVE CLOUD; PS; AE; ME)

Hi everyone,
I work with a MacOS Big Sur Version 11.2.3. This week I was working with Adobe After Effects, Photoshop and Encoder (trial version).
Last night Adobe asked me to add the phone number and a second email; I added the data and certified it according to the procedure.
Since last night I have not been able to access the programs. Regarding After Effects/Photoshop "empty" pop up windows keep appearing and I can't use the programs.
I thought then to uninstall the programs. To do this I need to access Creative Cloud.
Unable to access Creative Cloud "The PC cannot contact the server"; "log in again"; "check firewall and verify date and time". The date and time are correct.

I don't know how to do it. I have already changed the validity of the certificates with the keychain but it does not change.
I read that some people recommend to connect to Google DNS 8.8.8.8/8.8.4.4 and then remove an adobe account.... O.O???? I have no idea what that means; can anyone help me?

Thanks in advance

TOPICS
Creative Cloud

Views

177

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 27, 2021 Mar 27, 2021

Copy link to clipboard

Copied

check your account to verify your subscription is what you expect (a trial) and to verify your adobe id, https://account.adobe.com

 

also, beware of scammers pretending to be from adobe.  this, "Last night Adobe asked me to add the phone number and a second email; I added the data and certified it according to the procedure", may be ok, but it's suspicious.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Mar 27, 2021 Mar 27, 2021

Copy link to clipboard

Copied

dear Kglad, i open the account and it says "free trial version".

Instead in "My Plans"
Creative Cloud All applications
Annual plan, monthly payment
Automatically renews on XX YYY 2022.
Free trial version ends in 4 days.

I tried uninstalling everything according to Adobe's guide and re-installing but this happens.

"Error
An error occurred during this operation. Please try again later."

As for the "suspicious" communication, I don't know what to say. I opened PS and an automatic pop up window opened, entered the data and 'Adobe account (the one you linked too) updated the data correctly. Now I've removed the secondary email (the one I added last night) without any problem. Everything seemed fine to me.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 27, 2021 Mar 27, 2021

Copy link to clipboard

Copied

don't worry about the message then.  it's probably ok.

 

do you have a 64 bit win 10 or mac 10.12+ computer?

 

if so and if you uninstalled everything cc properly:

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Mar 27, 2021 Mar 27, 2021

Copy link to clipboard

Copied

Thank you very much Kglad!
So I have a 2016 Macbook Pro, 2.9 GHz Intel Core i5 dual-core. I don't know if it's 10.12+... xD. Can you tell me where I can look at it?
The OS update is the most recent available for now.

I also thank you for the instructions! I understand everything except one thing: what is "ms visual c++"?

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 27, 2021 Mar 27, 2021

Copy link to clipboard

Copied

LATEST

From the Apple menu in the corner of your screen, choose About This Mac. You should see the macOS name, such as macOS Big Sur, followed by its version number.

 

with a mac you can skip the ms visual c++ steps.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines