Known Participant

Answered

You've been signed out

Forum|Forum|12 years ago
October 29, 2013
10 replies
47705 views

I have recently formatted my HD and started a clean install of Windows 7 64bit.

A couple of days ago I installed CC logged in and installed Acrobat Pro with no problems. This morning I need Photoshop so I tried to login to CC and it told me an update was available and it wouldn't let me continue without installing it. So I installed it and restarted my PC. Then when I started CC it asked login details again as soon as I enter them I get "You've been signed out". I have tried at leaset 10 more times. Still I can't get logged in. I have tried changing my password though my account on the adobe website but no joy with new password either. I have uninstalled Acrobat & Creative cloud manager deleting relative folders from Appdata and reistalled but still I get "You've been signed out".

Does anyone have any ideas how I can get logged in ?.... deadlines are pressing and I am running out of patience not being able to use software I rely on.

Thanks in advance

Greg

Creative Cloud

This topic has been closed for replies.

Correct answer Jeffrey_A_Wright

Greg we are actively pursuing a resolution at this time. This discussion will be updated once a solution has been made available.

If you are continuing to experience difficulties with being unable to sign into the Creative Cloud desktop application then please see Unable to sign in to Creative Cloud after latest update - http://helpx.adobe.com/creative-cloud/kb/unable-login-creative-cloud-248.html.

Smilingbandito

Participant

Hey there folks, None of these options helped me out. But, on PC, I went to the Task Manager, which is found by using ctrl+alt+del. I then ended all Adobe related tasks by right clicking them and selecting "end now." The CC window popped up on its own, and I was able to sign in without issue. Not sure if I will have to do this each time still, or if it will only work for right now. I believe it is only a work around.

~Mike

M

mawt

Participant

I had Fiddler running (a HTTP debug proxy).

Closing Fiddler solved my login problems.

lolalemarquis

Participant

I can't believe that after more than a year this problem is still not fixed. Adobe get your stuff together, everything used to work great before, this is terrible. I've tried everything and nothing works. How can a company let this go on for so long and not fix it. I have paid for a product and i deserve proper treatment.

David__B

Adobe Employee

Have you tried all of the solutions here? You are no longer signed into your Creative Cloud applications

M

Mike Bkk

Participant

Thanks! Deleting C:\Users\(yourwinname)\AppData\Local\Adobe\OOBE\opm.db worked for me as well.

(I wonder how many millions of (wo)man-hours all these problems with CC have cost so far, worldwide.)

AMreso

Inspiring

Please follow this -

http://helpx.adobe.com/creative-cloud/kb/unable-login-creative-cloud-248.html

J

James_O_Keefe

Participant

I have tried nearly all the solutions in this thread and its links. No dice so far. How could Adobe have designed such a poor product? The settings tab is near worthless.

M

Mueller-Design

Participating Frequently

This worked for me finally after 6 month of trying everything. Here is the chat session.

Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.

You are now chatting with 'Govardhan'

Govardhan: Hello. Welcome to Adobe Technical Support.

Govardhan: Hi Mike.

Mike Mueller: hi

Govardhan: I understand that you unable to sign in to Creative Cloud Desktop application and getting error message as "You have been Signed out", is that right?

Mike Mueller: yes since last october

Mike Mueller: hello?

Govardhan: Sorry for the delay.

Govardhan: Thank you for confirming. I will be glad to check and help you with the issue.

Govardhan: Please allow me a moment while I look into your account & verify the details.

Mike Mueller: ok, this only hapens on my work computer, can you review the log file?

Govardhan: Thank you for staying online.

Govardhan: Mike, I will provide you the steps to troubleshoot the issue, please follow the instructions.

Mike Mueller: ok

Govardhan: 1)Please naviagte to C:\Windows\System32\drivers\etc and look for file named hosts inside etc folder.

Govardhan: 2)Copy the hosts file to Desktop and open the same with notepad.

Govardhan: 3)Copy the entire contents and paste it in the chat.

Mike Mueller: this is not the problem but here goes ...3

Mike Mueller: # Copyright (c) 1993-2009 Microsoft Corp. # # This is a sample HOSTS file used by Microsoft TCP/IP for Windows. # # This file contains the mappings of IP addresses to host names. Each # entry should be kept on an individual line. The IP address should # be placed in the first column followed by the corresponding host name. # The IP address and the host name should be separated by at least one # space. # # Additionally, comments (such as these) may be inserted on individual # lines or following the machine name denoted by a '#' symbol. # # For example: # # 102.54.94.97 rhino.acme.com # source server # 38.25.63.10 x.acme.com # x client host # localhost name resolution is handled within DNS itself. # 127.0.0.1 localhost # ::1 localhost

Govardhan: Thank you.

Mike Mueller: ok

Govardhan: Please open Internet Explorer Browser.

Govardhan: Click on Internet options, click on 'Connections' tab.

Govardhan: In the 'Connections' tab, select 'LAN' settings, you will be able to view the Local area network settings box.

Govardhan: Then "uncheck" all the other check boxes like 'Use automatic configuration script', 'Use a proxy server' , Bypass proxy server' .

Govardhan: Then click on ok button and close the Internet options window.

Mike Mueller: ok done

Govardhan: Thank you.

Govardhan: Please quit Creative Cloud Desktop application.

Mike Mueller: done

Govardhan: Open Task manager, click on Processes tab, click on Show processes from all users, click on description field to arrange all the Processes in Alphabetical order.

Govardhan: Close all the Adobe related process like AAMupdater, AAMupdater notifier, Adobe Crash demon process from Task manager.

Mike Mueller: none of these are running

Govardhan: Okay.

Govardhan: Please press Windows+R button together and you will get a run command window, please type-in appdata and hit enter.

Govardhan: Then navigate to Local>Adobe>OOBE. Open OOBE folder and delete opm file.

Mike Mueller: Adobe IPC Broker is running

Govardhan: You may ignore that process.

Mike Mueller: done

Govardhan: Now please launch the Creative Cloud Desktop application and try signing in.

Mike Mueller: IF you look at my support records you will see how long I have been trying to resolve this .... AND you did it!!!

Mike Mueller: Amazing

Govardhan: Excellent!

Govardhan: Is the application working properly?

Mike Mueller: Yes, thank you very much... you should get a promotion!

Govardhan: You are welcome and its my pleasure to help you today.

Govardhan: Thank you, Mike.

Govardhan: Is there anything else I can help you with?

Mike Mueller: Yes, do I need to regulary ccheck my internet options for the LAN setting... they may change here

Govardhan: No it is not necessary.

Mike Mueller: thanks again and have a great day!

Govardhan: If you face same issue , you can check with it.

Govardhan: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.

Govardhan: Thank you for contacting Adobe. Good Bye.

This chat session has ended.
Thank you for contacting Adobe.

J

JDWilliams

Participant

I'm having the same problem. Before the update I was getting the 'internal server error' message - now it's just saying 'you've been signed out' once I sign in. I was on the Adobe support chat service for about two hours and they tried everything they could to help me; they then said my case had been escalated and that I'd receive a call at around 6pm tomorrow (after asking me when was convenient).

I haven't had a call back and I've got university assignments to be getting on with on Lightroom, InDesign, Photoshop and Premiere Pro. I find it astounding that Adobe can simply let people go without these products, let alone design a software package that is unable to sign in its users properly. I've done everything suggested on this thread as well, the patch didn't help one bit.

I thought Adobe Creative Cloud was a premium package designed for professionals? It certainly doesn't feel like that, I don't even feel valued as a customer. I'm frankly well and truly hacked off at Creative Cloud and Adobe already after only using it for a month.

G

GregSteelAuthor

Known Participant

Hi Jeff, I am out of the office until Monday so I will try this then, but before I do can you tell me if that Adobe application manager has been updated since Friday evening?

I tried installing it on Friday and out of desperation updating Air, flash & acrobat reader. None of it worked. I really would of expected the support team to be canvasing for this sort of info to help get to the bottom of it. Can you give us some sort of clue as to where the problem lies? Is it a server issue, a software conflict or maybe an account problem?

A

Adam Weekes

Participant

Got the same thing here, OSX 10.9, updated CC App today and won't log in. The 'support' chap is refusing to log a case!

G

GregSteelAuthor

Known Participant

How supporting of him!

G

GregSteelAuthor

Known Participant

Hi Jeff, or any other staff member

Any idea why my case has been withdrawn???? It states these cases were started on the 30th & 31st when it was started on the 29th

#0184854153

#0184851154

4 days now and no contact!!! WTF is going on

T

the_drew

Participant

Exact same issue. Please fix. Really not good enough.

M

Mueller-Design

Participating Frequently

Hi Jeff,

I am thinking you should never update CC Desktop, everytime I do I have major problems. Today it started again. The last time after spending several nights and many hours online I just deleted all my apps and used the cleaner tool and did a complete reinstall. I wish I could bill abobe for my time lost. I would pay for my license for years to come.

Today I updated CC Desktop and when I sign in it says you been signed out. I've had a web session going or over an hour. Same as you. I can sign in from a browser no problem, changed password rebooted and still no luck.

This is some of my communication with the chat person. IT makes me nuts the questions they ask. The caps are me yelling .

Hi, there are 1 customer(s) in line ahead of you. We'll be with you as soon as possible. Thank you for your patience.

You are now chatting with Vijayant_Srivastava.

Mike Mueller: I just updated creative cloud desktop and I cant sign in. Went to adobe.com and reset my password and I still cant sign in. As soon as I sign it says you have been signed out.

Vijayant_Srivastava: Hello! Welcome to Adobe Customer Service.

Vijayant_Srivastava: Thank you for contacting Adobe Systems, my name is Vijayant, how can I help you today?

Vijayant_Srivastava:

Mike Mueller: I just updated creative cloud desktop and I cant sign in. Went to adobe.com and reset my password and I still cant sign in. As soon as I sign it says you have been signed out.

Vijayant_Srivastava: So are you able to logged in under your Adobe id , and still not able to sign in under your creative cloud?

Mike Mueller: yes

Vijayant_Srivastava: As I go through your query this issue would be better handle by our support team so need to transfer your chat to our different support queue, are you ok with that?

Mike Mueller: How long is the wait?

Vijayant_Srivastava: With in next moment I will transfer you

Vijayant_Srivastava: Thank you, please allow me a moment so that I can transfer it.

Mike Mueller: I just updated creative cloud desktop and I cant sign in. Went to adobe.com and reset my password and signed in with browser but I still cant sign in with desktop app. As soon as I sign it says you have been signed out. Rebooted and still doesn't work. Why do these probelms occur every time I update CC Desktop?

Please wait while I transfer the chat to the appropriate group.

You are not currently connected to a chat representative.

LONG WAIT

You are now chatting with 'Chethan'

Chethan: Hello! Welcome to Adobe Customer Service.

Chethan: Hi Mike.

Chethan: Nice to have you on chat!

Chethan: How are you doing today?

Chethan: I am sorry, did I lose you?

Mike Mueller: I just updated creative cloud desktop and I cant sign in. Went to adobe.com and reset my password and signed in with browser but I still cant sign in with desktop app. As soon as I sign it says you have been signed out. Rebooted and still doesn't work. Why do these problems occur every time I update CC Desktop?

Chethan: May I know the exact error message?

Mike Mueller: Ther is no error, please read above

Mike Mueller: As soon as I sign it says you have been signed out.

Chethan: Mike , just to confirm may I know did you try with different browser by deleting cookies?

Mike Mueller: What browser? I am using the CC Desktop app.

Mike Mueller: That I just updated this morning

Mike Mueller: Does the creative desktop app use a browser?

Mike Mueller: Hello?

Mike Mueller: I have 3 browsers on my system

Chethan: Mike , I suggested you to login to your Creative cloud account by different browser.

Mike Mueller: I can login to my creative cloud account with Firefox, Google Chrome and Internet Explorer with no problems.

Chethan: Mike , I am sorry, please be specific on your issue?

Mike Mueller: This morning my CREATIVE CLOUD DESKTOP APP had an update. I ran the update and now I can login to the CREATIVE CLOUD DESKTOP APP!!!! The DESKTOP APP!!!!

Mike Mueller: sorry reread

Mike Mueller: This morning my CREATIVE CLOUD DESKTOP APP had an update. I ran the update and now I CANNOT login to the CREATIVE CLOUD DESKTOP APP!!!! The DESKTOP APP!!!!

Mike Mueller: I am tlaking about the DESKTOP APP NOT using browser

Chethan: Mike , I am sorry for the miscommunication .

Chethan: Please stay online for 2 to 3 minutes while I check this information for you.

Chethan: Thank you for your time, Just to confirm may I know which particular application is signing out automatically?

Mike Mueller: CREATIVE CLOUD DESKTOP

Chethan: Mike , since Creative cloud has many applications and in this case just to confirm are you facing problem with whole Creative cloud desktop applications?

Mike Mueller: Are you serious? ITs the desktop app itself.

Mike Mueller: "C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe"

Chethan: Okay, Please give me 2-3 minutes while I check and see what best I can do to resolve this issue.

Chethan: Thank you for your time.

Chethan: I see this is a Technical issue, let me transfer this chat to our Technical support to assist you better in this regard.

Chethan: Please stay online while I transfer this chat to our Technical support team.

Please wait while I transfer the chat to the appropriate group

You are not currently connected to a chat representative.

G

GregSteelAuthor

Known Participant

OMG that is hillarious, tragic and worrying.

It is also almost identicle to the conversation I had except the second person picked up the problem a little quicker instantly passed me on to technical assistant

How long are we supposed to wait to be able to use our software??? Can they not just issue a roll back to the previous version for now so I can work!!

M

Mueller-Design

Participating Frequently

There is more ... gets better. This has got to be the worse csae of customer service I have seen or heard of.

After a really long wait.

You are not currently connected to a chat representative.

You are now chatting with 'Pramod'

Pramod: Hello. Welcome to Adobe Technical Support.

Mike Mueller: Congratulations, you are the 5th person I've spoke with this morning. Let me try to explain this as simplying as possible because no one else seems to understaend. I have Adobe Creative Cloud DESKTOP APP installed. This morning I got a message that there was an update for that app. Not the applications with in the app but for the desktop app itself. When you open the desktop app it has to boxes to fill in. Adobe ID (email address) and Password. Above it says sign in with your Adobe ID and below it has the Blue Button with the words "Sign In". When I put in my information and click the sign in button it goes to a new screen and say "You've been signed out" Please sign in again. And another Blue button to sign in. Which repeats the whole process.

Pramod: Hi Chethan.

Pramod: Please allow me a moment while I look into your account & verify the details.

Pramod: I am sorry for the inconvenience caused.

Mike Mueller: Chethan was the last guy I spoke with ... I am Mike Mueller

Pramod: Mike, please allow me a moment while I go through your previous interactions.

Pramod: Thank you for staying online.

Mike Mueller: ok

Pramod: I understand that you signing in repeatedly, since the application is signing out every time you enter the login details.

Pramod: Is that right?

Mike Mueller: yes

Pramod: Thank you for confirming.

Pramod: Mike, please follow the steps below:

Mike Mueller: ok

Pramod: Close all Adobe applications.

Mike Mueller: ok

Mike Mueller: dine

Pramod: Now navigate to the below location:

Pramod: C:\Program Files (x86)\Common Files\Adobe\SLCache

Mike Mueller: done

Pramod: May I know if there is any content inside SLCache folder?

Mike Mueller: yes lots

Mike Mueller: many SLC files and an SLConfigs directory

Pramod: Please delete all contents (files and folders) inside SLCache folder.

Mike Mueller: done

Pramod: Now navigate to the location below:

Pramod: C:\Program Files (x86)\Common Files\Adobe\

Pramod: Are you able to find OOBE folder?

Mike Mueller: yes

Pramod: Please rename OOBE folder to OOBEold.

Mike Mueller: done

Pramod: Are you able to see SLStore folder in the same location?

Mike Mueller: yes

Mike Mueller: wait what location?

Pramod: C:\Program Files (x86)\Common Files\Adobe\

Mike Mueller: I renamed the OOBE folder, there is NO SLStore folder.

By they way wit hthis guy it takes about 1 minute between responses ... he's probably working with 10 people at once

Pramod: Mike, please click on Start button, type run and then press enter.

Mike Mueller: done

Pramod: Is it visible now?

Mike Mueller: no

Pramod: Open control panel in a new window.

Mike Mueller: done

Pramod: Now click on Folder options.

Mike Mueller: done

Pramod: Click on View tab and Select "Show hidden files, folders, and drives" option.

Mike Mueller: IT's already selected

It's now 10:15 am I started at 8 am.

Pramod: Alright, Mike.

Pramod: After clicking on Start button, type run and then press enter,

Pramod: Now type %programdata% and press enter.

Mike Mueller: done

Pramod: Are you able to see Adobe folder?

Mike Mueller: yes

Pramod: Please enter inside this folder.

Mike Mueller: done

Mike Mueller: Did you forget to tell me to type %programdata% before

Pramod: Yes, Mike. I thought I had sent that you. I am sorry for the miscommunication.

Pramod: You will be able to find SLStore folder here.

Mike Mueller: yes it here

Pramod: Please rename SLStore folder to SLStoreold.

Mike Mueller: done

Pramod: Please click here to download our cleaner tool.

Pramod: Run Cleaner tool.

Mike Mueller: done

Pramod: Let me know if there is any Creative Cloud product listed here.

Mike Mueller: yes Muse

Pramod: Are you able to use Muse CC with out any trouble?

Mike Mueller: yes

Mike Mueller: also listed is Adobe Creative Cloud Desktop

Mike Mueller: I already did this while I was waiting for you.

Pramod: Mike, we have to remove Adobe Creative Cloud desktop app.

Mike Mueller: ok

Mike Mueller: done

Pramod: I would recommend you to uninstall Muse CC since we need a fresh start for Creative Cloud desktop app.

Mike Mueller: done

Pramod: Great!

Pramod: Re-install CC Desktop Application and check if you are able to sign in now.

Mike Mueller: Yes I'm excited

Pramod: Mike, may I know if you have started the download?

Mike Mueller: yes installing now

Pramod: Let me know once it is installed.

Mike Mueller: Still cant sign in

Pramod: Alright, Mike.

Pramod: Please allow me a moment while I check with our resources.

Mike Mueller: Now I dont have Muse

Mike Mueller: I was able to sign in to Muse.

Pramod: Thank you for staying online.

Mike Mueller: ok

Pramod: In this case, we have to creative a new Administrator account and make a selective start up.

Mike Mueller: I have come to the conclusion that everytime I update CC Desktop app that I spend

Pramod: Then try logging into Creative Cloud desktop app and check if it works.

Mike Mueller: hours trying to resolve it, I have tried that before and it doesnt work. what a complete waste of my time, can I get a refund ... I have been on for over 2 hours.

Mike Mueller: hold a sec

Pramod: Sure, Mike.

Mike Mueller: back

Pramod: Mike, may I know if you have tried by creating a new admin account?

Pramod: I am sorry, did I lose you on this chat?

Mike Mueller: im here

Mike Mueller: just trying to get some work done

Mike Mueller: yes it didnt work

Pramod: May I have your permission to connect to your computer remotely and try to solve the problem while you watch?

Mike Mueller: this computer is not accesible from the outside

Pramod: Are you connected to the internet via corporate network?

Mike Mueller: yes

Pramod: One moment please.

Mike Mueller: ok

Pramod: Shall we try once to take remote access, I will provide you with my connect link which you need to browse.

Mike Mueller: not allowed

Pramod: In that case, I will provide you with couple of troubleshooting steps. Please try with those steps and incase, if the issue is un-resolved. You can contact us back, I will keep this case open.

Mike Mueller: How about a refund for all the time I've wasted, I jsut wont use the desktop app ever again

Mike Mueller: I have been trying troubleshooting tips for the last 3 hours!

Mike Mueller: That is not what I want

Pramod: Mike, I truly understand your concern. However, since it is getting automatically Sign out. We need to disable antivirus and firewall.

Pramod: Do a selective start-up and login with new admin account then try to launch the product.

Mike Mueller: That is not going to happen on this computer.

Mike Mueller: I cant create admin accounts

Pramod: I will provide you with couple of activation ports which you need to enable on your firewall. Can you check with your IT team to enable and try ?

Mike Mueller: Just give me a refund so I can get back to work please.

Mike Mueller: No I cannot

Mike Mueller: This has cost me over $~.00 already

Pramod: Okay, If you wish yo cancel the order and get refund. I can transfer the chat to our Customer Service Team.

Pramod: Do you wish me to transfer the chat ?

Mike Mueller: I cant cancel my account becuase I use it, I want a refund for paying for something that doesnt work

Mike Mueller: How many transfers can I have with one company?

Pramod: Mike, I am sorry that you are being transferred many times.

Pramod: Since we are from technical department, we will not be able to assist you with refund.

Mike Mueller: ok, lets see how this goes

Pramod: Please allow me a moment while I transfer the chat to our Customer service department.

Mike Mueller: sooooo sllloooooowwww

Mike Mueller: zzzzzzzzzzzzz

Pramod: Mike, since there are most chats in queue, it is taking longer.

Pramod: Please stay online.

Mike Mueller: ok

Please wait while I transfer the chat to the appropriate group.

You are now chatting with Sumukan.

Sumukan: Hello! Welcome to Adobe Customer Service.

Mike Mueller: hi

Sumukan: Hi Mike.

Mike Mueller: hi

Sumukan: I see that you want to cancel your subscription.

Mike Mueller: no

Mike Mueller: I want a refund for all the time I have wasted with technical support trying to fix the CC Desktop app

Mike Mueller: I have been online for 3 hours

Sumukan: I am sorry this situation happened to you.

Mike Mueller: Thats ok its the third time its happened

Sumukan: An annual subscription requires a commitment for the full year and monthly payments. If you decide to end a one-year membership before the 12-month period is over, you are charged 50% of the remaining amount left on your contract.

Sumukan: You have to pay $216.

Sumukan: I understand that you would like to cancel your membership, and I can take care of that for you. However, would you be willing to continue your membership with an annual commitment if I can offer you the next month of your membership for free?

Mike Mueller: I DO NOT want to end the subscrition

Sumukan: May I know which month's refund you are requesting for?

Mike Mueller: I want a refund for the terrible customer service that was not able to fix problem after 3 hours on line. How about the last 6 month, that would barely cover my costs for the time lost.

Sumukan: I am sorry Mike, We do not have option to provide refund for 6 months,

Mike Mueller: How about free for the next several months

Sumukan: In this case, I can provide a 1 month credit for your subscription, Is that okay for you?

Mike Mueller: Not really, how about 3 months

Sumukan: I am sorry Mike, I can provide you 1 month credit but not more than that.

Mike Mueller: Ok, that will do . thanks for the $50, that will barely cover the time I lost in the first hour online being transfered to endless techinicians. What a great company Adobe is!

Sumukan: I want to assure you that Adobe does care for it's customers. I would like to tell you that this is a rare incident.

Sumukan: May I go ahead and add one month credit to your subscription?

Mike Mueller: Its happened to me every time I update CC desktop and if you searc h

Mike Mueller: Yes

Mike Mueller: If you search on your own forum you can see that

Mike Mueller: Yes add one month

Sumukan: Thank you for confirming, Please stay online while I do this for you.

Mike Mueller: of course

Jeffrey_A_Wright

Community Manager

Greg when you attempt to sign in do you receive an error? Or do you sign in normally and then you receive a message stating that "You've been signed out?"

Can you sign in successfully to https://creative.adobe.com/? Did you restore or copy over any files after you performed a clean install of Windows 7?

G

GregSteelAuthor

Known Participant

Hi Jeff,

No no errors just "You've been signed out"

Yes i can sign into the website fine.

No files copied from previous install. It was supposed to be a clean start clutter free. It's tunring into a nightmare,

I have just had a 2 hour websession with an adobe technician where I created a new user account but still no joy. He is going to pass it onto another team and they will get back to me

S

simonwillox

Participating Frequently

Simonwillox cases are often withdrawn if you already have another case started on the same issue. This is especially true if one of those cases have been escalated.

Hi Jeff, thanks for clarifying that. Is it not just a case of rolling back the version to the one that worked? Is that too simplistic. This is really going to start causing us serious issues soon, we've got deadlines to hit and some of our apps have defaulted to trial versions.

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