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Been working for two days on trying to get my laptop back working with Creative Cloud. Cannot sign in as it is in a loop with the message you've been signed out and unable to authenticate....chat with support and they were of zero benefit. Told me the could not access the credentials file and call back in 5 hours....well I tried back and of course they are closed for the weekend......
I have tried every option I have found on the net and none of them work...I can nor uninstall as it says the files are in use.....I can not delete the oobe file because they are in use, Adobe Creative cloud cleaner does not work....it asks for language and then does nothing......
Frustrated that I had to buy ON1 to process the RAW files from a Sony AR7III.....
Can anyone help and not just send me back through the meaningless loop
you could do a complete reinstall then:
uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
remove the Adobe PCD folder and SLStore folders*
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
restart your computer (don't skip this)
reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud
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confirm that you can connect to the secure adobe servers.
for help with that and other common secure adobe.com connection problems read, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html
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Thanks for your response
I CAN
reach the servers and see the double logos
sign on to adobe.com
sign on to creative cloud on my desktop
load LR on my laptop, select an image and select edit in Photoshop CC 2018 and it will do that....
I CANNOT
sign on through the Creative Cloud link
uninstall Creative cloud ( says files in use)
repair Creative cloud or reinstall it
delete or rename oobe
and last but not least get any help from adobe support.....hour and half wait or call back tomorrow
Desperate! going on 3 days of trying to fix thoughts?
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check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/
if your account shows
a. your subscription is active,
1. sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html
2. if that fails, using a browser that allows popups and cookies, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html
or contact the Adobe Twitter team at @AdobeCare
if your account shows
b. you have no subscription and you're paying for one
1. using a browser that allows popups and cookies,
using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html
or contact the Adobe Twitter team at @AdobeCare
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thanks for responding but you are missing the fact that only when the Creative cloud icon is selected do I have the problem....My account is active and what I want......I can do everything on my desktop but not my laptop.....when I click the Icon, it gives me a screen you have been signed out, unable to authenticate.....and that never goes away......
If however I click either the LR or PS icon on my laptop, I get into the programs....However I must get the proper way of entering CC fixed.....going on 4 days now
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you could do a complete reinstall then:
uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
remove the Adobe PCD folder and SLStore folders*
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
restart your computer (don't skip this)
reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.
use the desktop app to install your cc programs/trials
* https://helpx.adobe.com/creative-cloud/kb/configuration-error.html
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as I mentioned before, I have tried all this and it will not allow me to uninstall, repair, delete oobe or anything else...I have tried everything I can find on the forum....even adobe CC cleaner....some file or something is locked somewhere.....
I have high speed internet access, I can log on to adobe.com, I can do everything on my desktop....something on my laptop is keeping it from working through the Creative cloud menu.....it won't even give me an opportunity to sign in through that path.....
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why can't you uninstall your cc programs per step 1?
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It says some files are in use by other programs.....even have a reboot
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Adobe support logged on....and the problem is fixed.....It took running CC cleaner but that would not run until turning off a number of services that were running and deleting numerous files in many places throughout the system...all files were connected to some adobe program.....
Bottom line is the problem has been seen by many and there is no change that a user could fix it by themselves....best advice save time and get adobe phone support to log in....Adobe agent was stellar and knew immediately what to do....
btw, the program could be deleted and reinstalled only after CC cleaner and all the specific files scattered about the directories associated with adobe were deleted....
I do thank you for trying to help
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you're welcome.
for others, you can also terminate those adobe processes using task manager (win) or activity monitor (mac).
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It was far more than terminating processes...files were deleted in at least 10 places.....a user could do the processes and the files if a significant list were posted .....also included editing text files.....no small task.....
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I tried everything, including erasing everything on the computer, installing a fresh OS and then CreativeCloud. And now, it does the same! I am so frustrated by that.
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I recently has this issue. When I went to "Uninstall" the CC desktop app, there was another option to "Repair" the installation. Opted for this and when I relaunched the program I was able to sign in without any issues. This was on a MAC. Hope this helps.
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Thanks! I had the same problem and the repair option fixed it (using windows)