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Creative Cloud keeps signing me out.

Community Beginner ,
Oct 18, 2018

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I installed the latest version of Creative cloud and my apps yesterday. Now, Creative Cloud signs me out after a couple of minutes and when I try to sign in again, I have to go through the 2 step verification process - repeatedly. Most of my programs are working despite this, except that my libraries are not loading and my fonts keep having to be re-synced. That said, Acrobat won't work. It says that I have to activate the program and as soon as I try to sign in through it, it signs me out.

I am on a Windows 10 computer with the latest updates. 16 gb ram. How do I get this to stop?

Thank you

Pauli Smith

Hi there,

In order to check what is the root cause of this behavior, I would request you to share the licensing logs from the impacted machine when the issue occurs.

Kindly use the tool to collect logs: Log Collector Tool

Thanks

Kanika

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Creative Cloud keeps signing me out.

Community Beginner ,
Oct 18, 2018

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I installed the latest version of Creative cloud and my apps yesterday. Now, Creative Cloud signs me out after a couple of minutes and when I try to sign in again, I have to go through the 2 step verification process - repeatedly. Most of my programs are working despite this, except that my libraries are not loading and my fonts keep having to be re-synced. That said, Acrobat won't work. It says that I have to activate the program and as soon as I try to sign in through it, it signs me out.

I am on a Windows 10 computer with the latest updates. 16 gb ram. How do I get this to stop?

Thank you

Pauli Smith

Hi there,

In order to check what is the root cause of this behavior, I would request you to share the licensing logs from the impacted machine when the issue occurs.

Kindly use the tool to collect logs: Log Collector Tool

Thanks

Kanika

Topics

Creative Cloud

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5.5K

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Adobe Community Professional ,
Oct 19, 2018

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Community Beginner ,
Oct 20, 2018

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None of these worked. for one thing, I don't use Internet Explorer, I don't even have it installed on my computer.

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Community Beginner ,
Nov 18, 2018

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Axel, none of these suggestions worked.

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Adobe Employee ,
Oct 19, 2018

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Hi there,

In order to check what is the root cause of this behavior, I would request you to share the licensing logs from the impacted machine when the issue occurs.

Kindly use the tool to collect logs: Log Collector Tool

Thanks

Kanika

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Community Beginner ,
Oct 19, 2018

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How do I send you the log?

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Community Beginner ,
Nov 18, 2018

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Still no answer as to how and who I send the log to. It has been a month since I first asked this question and I'm still getting signed out within a minute of signing in.

KanikaS marked her question as correct. I have a response to that, but it isn't very nice, and I do try to be nice.  I am beyond frustrated.

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Adobe Community Professional ,
Nov 19, 2018

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Before you run the tool please sign in to the Creative Cloud. Once the tool has finished the log files are saved as a ZXP file on your desktop. Click Continue to share the log files with Adobe. The logs are uploaded and you receive a confirmation mail at your registered email ID with the log upload status.

Do you have tried a complete and clean reinstallation of your CC apps?

From my past experiences with problems I can suggest the following steps:

1) Use the CC Desktop App to deinstall  all CC apps

2) Deinstall the CC Desktop App

3) Download and run the Adobe Creative Cloud Cleaner Tool to remove all Adobe 'stuff'.

Use the Creative Cloud Cleaner Tool to solve installation problems

Then reboot your PC

4) Install the CC Desktop App

5) Open the CC Desktop App and install the latest versions of the appropriate CC apps

All this sounds drastic and it does take time and effort, but a clean installation can fix many problems.

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Community Beginner ,
Nov 19, 2018

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Hi Axel, thank you for responding to my post.

I logged in and ran the tool. At the end it gives me a link where the log is stored and then a note to automatically share with Adobe customer Care, please log in to Creative Cloud and rerun the tool.

As for the other suggestions you gave me, in the past month I have done all of the above. I even went so far to wipe my computer and reinstall windows 10 latest version. I did remove my CC programs through the CC Desktop first.

On the up side, last night I saw that there was an update for Photoshop and that fixed some of the bugs within the program. Today when I checked my account, to my surprise, I was still logged into Adobe via my CC Desktop app. Of course the log collector doesn't think that I am. 🙂

I still can't stay signed into Acrobat DC for more than a few seconds.

Thanks,

Pauli

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Community Beginner ,
Oct 29, 2018

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I'm really frustrated, I"m not getting any answers, and my Adobe Creative Cloud is up for renewal the end of the year. I may just not renew and go back to CS6. At least it worked.

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Community Beginner ,
Jan 15, 2019

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I am having the same issue. This has been happening for months with many calls with multiple Adobe reps trying to resolve the issue to no avail. It's really starting to get to me. Some of the apps still work when I'm signed out but any fonts I had synced through Adobe are removed from my system. I've lost many hours of my time trying to get this fixed. I've sent logs to Adobe with no response.

Pulling my hair out!

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Explorer ,
Jan 16, 2019

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So, I am now having the same issue. I am trying to send a document through Adobe Sign, a window pops up saying due to an error, you have been logged out, I click on the sign in button in the message, and nothing happens. apparently many subscribers have been having this issue at it has never been resolved, whats the deal? I m really tired of paying for something that continually has problems.

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Explorer ,
Jan 16, 2019

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There is a glitch in Acrobat, I went directly to the cloud and sent my doc from there, ADOBE, FIX THE GLITCH

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