Need help with "You have been signed out, unable to authenticate" problem, thoughts?

Explorer ,
Dec 16, 2017 Dec 16, 2017

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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

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correct answers 1 Correct Answer

Adobe Community Professional , Dec 18, 2017 Dec 18, 2017
you could do a complete reinstall then:uninstall everything cc including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.htmlthen uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.htmlremove the Adobe PCD folder and SLStore folders*clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.htmlrestart your computer (don't skip this)reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud...

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Adobe Community Professional ,
Dec 17, 2017 Dec 17, 2017

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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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Explorer ,
Dec 17, 2017 Dec 17, 2017

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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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Adobe Community Professional ,
Dec 18, 2017 Dec 18, 2017

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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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Explorer ,
Dec 18, 2017 Dec 18, 2017

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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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Adobe Community Professional ,
Dec 18, 2017 Dec 18, 2017

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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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Explorer ,
Dec 18, 2017 Dec 18, 2017

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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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Adobe Community Professional ,
Dec 18, 2017 Dec 18, 2017

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why can't you uninstall your cc programs per step 1?

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Explorer ,
Dec 18, 2017 Dec 18, 2017

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It says some files are in use by other programs.....even have a reboot

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Explorer ,
Dec 18, 2017 Dec 18, 2017

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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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Adobe Community Professional ,
Dec 18, 2017 Dec 18, 2017

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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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Explorer ,
Dec 18, 2017 Dec 18, 2017

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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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New Here ,
May 03, 2021 May 03, 2021

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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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New Here ,
Dec 02, 2018 Dec 02, 2018

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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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New Here ,
Feb 10, 2019 Feb 10, 2019

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Thanks! I had the same problem and the repair option fixed it (using windows)

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