Subscription has been suspended! please help

[breysena]

I have some problem after 3 - 4 times open this app. It shows that my system date was incorrect. I fixed the date and time but that wasn't fix the issues. Can you guys help me to solve this? Sorry for bad english. Thanks in advance

Edit :

I forgot to mention, i have reinstalled it for twice but still no result

[Colin Holgate]

Try quitting the Creative Cloud application, and then reopen it. Or, sign out and sign in again. Do either of those things help?

Are you able to open any other CC apps? Have you installed the Xd update from yesterday?

[breysena]

Yes, I already do that sooooo often but still not fixed, so annoying.

Hmm... i just upgrading into windows 10 yesterday only for trying Adobe XD, so no other CC apps installed yet. Maybe untill it's solved.

[lebronleel95310599]

我也有同样的问题啊。查了好几天了。

[lebronleel95310599]

验证采用的是美国时间？

[breysena]

I don't know and I dont want to try all the timezones one by one. It's so complicating

[Preran]

Moved your question to a more appropriate forum " Creative cloud download and install" The experts here are better suited to assist you. ^PK

[breysena]

Thank you Preran, I hope there's an answer after you moved the question. I really need learn xd for work

[imfaisal]

I've just updated my Windows 10 OS and after Windows update all of a sudden I'm facing this same issue with Adobe XD. My OS date and time is right and I've tried reinstalling Adobe CC and Adobe XD without any luck.

[breysena · Accepted solution]

Just found the way out by myself. Here's the step :

1. Close Adobe XD
2. Uncheck the "Launch at Login" settings at the Adobe Creative Cloud App
3. Close Adobe Creative Cloud App from system tray (the top arrow near the clock and then right click and quit)
4. Open Adobe XD
5. After it's showing that you have been suspended, open again Adobe Creative Cloud App
6. And then Adobe XD will be run correctly

Conclusion : Adobe XD must be opened first before Adobe Creative Cloud to make it run as usual.

I don't know what is this problem from, maybe from my Windows or Adobe itself but It's worked for me, and I hope yours too

[imfaisal]

This workaround worked for me too, thanks for posting back the solution. Hope it would be fixed soon.

[Jeffrey_A_Wright]

Thank you for the update Breysena.  If you and Imfaisal can provide me your installation and licensing log files I would be curious to see the history of applying this workaround.

The CC Log Collector Tool is available at Log Collector Tool​.  Once you have your log files collected if you can please e-mail them to jwright@adobe.com it would be appreciated.  It would also be helpful if you can reference the URL of this discussion.

Thanks again for posting this workaround Breysena.  Hopefully other individuals will be able to resolve this error using these steps.

[imfaisal]

I've sent you my log files, please take a look.

[Jeffrey_A_Wright]

Thank you Imfaisal.  I am seeing a number of connection failures within the licensing logs.  Is your computer in a managed environment?  Are you asked to utilize a proxy server?  If so do you have the proxy credentials saved or do you have to re-enter the credentials periodically?

[imfaisal]

No, it's a regular home network without any restriction and no I'm not using any proxy. For me, its start happening after my windows update.

[Jeffrey_A_Wright]

Interesting Imfaisal thank you for the update.   I did see repeated connection errors for downloads and obtaining the licensing status.  They all appear to recover but it is after several errors being produced regarding a proxy configuration.

Do you have any non-Microsoft security software installed?  If so what software and what version?  If you temporarily suspend the software firewall feature of the software do you still need to complete the workaround to utilize Experience Design?

Our Engineering team has also expressed interest in working directly with an individual facing these errors.  If you would be willing to work with them, next week, Imfaisal I can pass on your e-mail contact details.

[imfaisal]

I'm using Avast 17.2.2288, I tried disabling all shields of antivirus but the issue is same. Yes, you can share my contact info with the technical team.

[Jeffrey_A_Wright]

Wonderful!  Thanks Imfaisal we will be reaching out to you early next week.  I appreciate the updates you have provided to this discussion.

For other viewers please feel free to send your installation log files to jwright@adobe.com.  You can find the log file collector tool at Log Collector Tool​.

[imfaisal]

There was some update for "Adobe Creative Cloud" yesterday, but even after this update the issue has not been solved.

[breysena]

Same here, fixed by reinstalling the adobe creative cloud app but the issue was relapse after a day

[Jeffrey_A_Wright]

Imfaisal if you reinstall the Adobe Creative Cloud desktop application using the steps listed in "Failed to install" error received when installing Adobe Creative Cloud desktop app do you continue to receive the error in Experience Design XD?

[imfaisal]

Followed these steps but I'm still facing the issue.

[Jeffrey_A_Wright]

Ok Imfaisal then please contact our support team directly at Contact Customer Care if our Engineering team has not already reached out to you directly.  If you can update this discussion with the case number I will make sure you previous sent log files are added to the case. 

My apologies for this continued error but this is also a Beta offering of an upcoming Adobe product.  There may be unexpected errors while in the Beta period.

[seans54329179]

it's amazing!

[鑫张76594118]

thanks very much,it's working.