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premiere keeps telling me "Your Adobe account appears to be in use by more than one person"

Enthusiast ,
Jan 17, 2025 Jan 17, 2025

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Once a day for the past 4 days premiere randomly gives me this pop up warning that says "Your Adobe account appears to be in use by more than one person". Which is not possible. So I press the "learn more" or "change password" button and it goes away. (only for it come back the next day at a random time).  The first day it happened I clicked "change passwords" and looked at active sessions and it showed my mac studio computer (which i was using) and my macbook laptop. So I pressed the end session button on my laptop even though the laptop was fully shut down and had been for days when this message popped up. This seems like a bug. Can someone tell me how to rectify this?

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correct answers 1 Correct answer

Adobe Employee , Jan 17, 2025 Jan 17, 2025

Hello @rachelcenter,

I will move your post to the Download and Install forum. For immediate assistance, contact us here: https://helpx.adobe.com/contact.html

 

Thanks,
Kevin

 

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Community Expert ,
Jan 17, 2025 Jan 17, 2025

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I'd contact support through Adobe.com. This is a user's group.

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Adobe Employee ,
Jan 17, 2025 Jan 17, 2025

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I believe this is an account issue, @Kevin-Monahan 

 

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Enthusiast ,
Feb 07, 2025 Feb 07, 2025

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the issue went away for a while but now its back Screenshot 2025-02-07 at 9.28.43 AM.pngexpand image

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Adobe Employee ,
Jan 17, 2025 Jan 17, 2025

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Hello @rachelcenter,

I will move your post to the Download and Install forum. For immediate assistance, contact us here: https://helpx.adobe.com/contact.html

 

Thanks,
Kevin

 

Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio

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Enthusiast ,
Jan 17, 2025 Jan 17, 2025

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Thanks @Kevin-Monahan 

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Adobe Employee ,
Jan 17, 2025 Jan 17, 2025

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Rachnic, I'm sorry you keep receiving messages about other people being logged in under your account. I'm showing that the account you used to post to this public discussion forum has also been claimed by an organization. Please ensure you use the steps listed in https://adobe.ly/3C9UW8v to log in under your individual account.

 

If you are trying to use your individual membership on a computer or network managed by an organization, Rachnic, then it could also explain the errors you have been encountering.

 

If this is the case, then ensure you are working with your organization's IT department to allow the necessary access to our software. Most organizations will block the needed access required for individual memberships, which is why we offer Creative Cloud for Team and Enterprise memberships to meet the secure needs of most organizations. ^JW

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Enthusiast ,
Jan 17, 2025 Jan 17, 2025

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im definitely logged into my inidividual account. its been linked to another company for over a year now but i dont ever use their systems, i use my own.  and ive never had this issue. the computer im using isnt managed by any one or any company other than me.

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Adobe Employee ,
Jan 17, 2025 Jan 17, 2025

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Thanks for the update, Rachnic.

 

You can use the steps listed in https://adobe.ly/4hkgAFN to verify the sign information is being stored on the computer successfully. I recommend reviewing any installed security software to confirm it is up to date and using the manufacturer-recommended settings. If the login information is being damaged or destroyed, it could cause the errors you have encountered. Misconfigured or out-of-date security or disk optimization software is the most common cause of the damage to these files.

 

If you haven't done so already, please change the password associated with your individual account. If the error is accurate, this would prevent someone else from logging back in and activating the software on another computer. You can find the details on how to reset your password at https://adobe.ly/3ChBJ4H. ^JW

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Enthusiast ,
Jan 17, 2025 Jan 17, 2025

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I'm confused by these instructions. it says "4. In the right pane, select the Login tab, and check for Adobe App Info and Adobe User Info notes." ok so i see 2 files that say "user info" and "adobe user os info". now what? it says "If the above-mentioned notes are present, your app is working fine." but the app isnt working fine. It keeps giving me that pop up once a day for 4 days now.

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Adobe Employee ,
Jan 17, 2025 Jan 17, 2025

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Rachinc, you can also remove the entries in Credential Manager or Keychain Assistant to have they will be recreated when you sign back in.

 

Did you follow the remaining instructions and verify that your anti-virus and security software is not removing or damaging the information? ^JW

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Enthusiast ,
Jan 17, 2025 Jan 17, 2025

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There is no anti virus software. if the issue pops up again tomorrow then I'll try to delete the keychain entries to see if that rectifies the problem

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Adobe Employee ,
Jan 17, 2025 Jan 17, 2025

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Running without any security software installed can be risky, Rachinc. Please ensure you are running the latest version of macOS to help prevent infections or malware.

 

If you continue to encounter problems after removing the entries, then click on https://adobe.ly/40H8vVh to chat with a member of our support team for additional assistance. ^JW

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Enthusiast ,
Feb 07, 2025 Feb 07, 2025

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@Jeffrey_A_Wrightthe issue went away for a while but now its back this morning.doesnt make sense. i followed most of your instructions last time. so the fact that it went away for a while and now its back is a strong indicator of it being an adobe bugScreenshot 2025-02-07 at 9.28.43 AM.pngexpand image

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Adobe Employee ,
Feb 07, 2025 Feb 07, 2025

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Rachinc, you mentioned previously that you were choosing between different accounts while logging in. Do you log in with any other accounts to this computer? ^JW

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Enthusiast ,
Feb 07, 2025 Feb 07, 2025

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my account on my mac computer is logged in to my personal account. and i stay logged in. i dont use anyone elses account

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Adobe Employee ,
Feb 07, 2025 Feb 07, 2025

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Ok, then please click on https://adobe.ly/3Eww9MD to open a chat window to speak with a member of our support team. If you are unable to connect with a human then use a different device to contact us, Rachinc. ^JW

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Community Expert ,
Feb 07, 2025 Feb 07, 2025

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@rachelcenter 

 

do you have different profiles?  ie, sign out and then sign back in to your cc app and see.

 

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

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Enthusiast ,
Feb 07, 2025 Feb 07, 2025

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i thikn i have 2 profiles. one of which i NEVER use. so i never sign out because i'm always signed into my personal profile. even though i have a 2nd profile linked, ive never once logged into it.  i cant remember if thats what i tried last time about a month ago and then issue went away for weeks. so the fact that i havent changed or done anythign recently tells me its an adobe bug

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Adobe Employee ,
Feb 07, 2025 Feb 07, 2025

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The other profile, Rachinc, is likely causing the problem since the message appears to be related to an organizational membership or offer.

 

Please click on https://adobe.ly/42GbnnQ so that the matter can be investigated further. It would be best if you can contact us on the current computer, so that direct assistance can be provided. If that is not possible, then use your smartphone or tablet to contact us. ^JW

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Enthusiast ,
Feb 07, 2025 Feb 07, 2025

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do you have instructions on how i can disconnect that other profile from mine? its a client that i worked with ONCE

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Adobe Employee ,
Feb 07, 2025 Feb 07, 2025

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Those instructions were provided previously, Rachinc. I would recommend you exit this public discussion forum and work with us directly for additional help by clicking on https://adobe.ly/3CKDyaz.

 

You can also use the steps in https://adobe.ly/4gzAlsn if you need to review or follow up on any recent interactions with our support team. ^JW

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Enthusiast ,
Feb 07, 2025 Feb 07, 2025

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I'm skimming this forum and you said "you can also remove the entries in Credential Manager or Keychain Assistant to have they will be recreated when you sign back in." but thats not removing a profile. Since it was supposedly already given to me, can you please point to it? 

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Adobe Employee ,
Feb 07, 2025 Feb 07, 2025

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Ranhinc, the instructions for removing the stored login information, or "profile" as you are referring to it, are listed in https://adobe.ly/4jH6TmS. If you have any questions, or encounter any additional errors, then please click on https://adobe.ly/4jM4nvH for additional help. ^JW

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Enthusiast ,
Feb 07, 2025 Feb 07, 2025

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these are "keychain" removal instructions that are tied to my internal computer. these are not instructions for removing a second profile that a corporation/company linked to me.

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