1 Correct answer
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.
91
Replies
Hi David, I don't seem to have those options. Here's what I see:
Thank You! Finally I can install apps.
In my case I just unchecked the automatic detect settings (Win 7).
I now have the issue with the spining icon under home, files and fonts which was also a problem I have had in the past. So I guess I wont be using those.
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?
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.
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
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
AdChoices