Update to Bridge 2021 causes "We can’t verify your subscription status" issue

Community Beginner ,
Oct 24, 2020 Oct 24, 2020

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Since installing the update to Adobe Bridge a day or two ago, I get "We can’t verify your subscription status" when I start the program. I can close the dialog box and continue to use Bridge, but it's very irritating. Is there a solution?

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Adobe Community Professional ,
Oct 24, 2020 Oct 24, 2020

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check your account to verify your subscription is what you expect and to verify your adobe id, https://accounts.adobe.com

 

then sign out and then back in to your cc desktop application using the same adobe id used to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

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Community Beginner ,
Nov 01, 2020 Nov 01, 2020

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Hi

Thanks, but I've done that and it hasn't solved the problem. However, I've just signed out of Creative Cloud and back in again and that seems to have done the trick!

Thanks.

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Adobe Community Professional ,
Nov 01, 2020 Nov 01, 2020

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you're welcome.

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Community Beginner ,
Nov 02, 2020 Nov 02, 2020

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Sorry, I replied too soon. The problem has recurred this morning. Does that mean I have to log out and in to CC every day?

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Adobe Community Professional ,
Nov 02, 2020 Nov 02, 2020

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maybe.  try it.

 

if that's the solution, then something on your computer is causing the problem removing/changing your stored credentials  (eg, av, antimalware, cleaner),  or you have a permissions issue storing your sign in credentials.  to check/confirm look for file changes in your oobe folder (esp, the opm.db file) where your credentials should be stored and not changed unless you explicitly change your adobe id and/or password.

 

 

A) Mac OS: /Users/<user folder>/Library/Application Support/Adobe/OOBE
NOTE: \Users\<user folder>\Library\ is hidden by default. To unhide see below*

 

B) Windows: C:\Users\<user folder>\AppData\Local\Adobe\OOBE
NOTE: AppData (and its subfolders) is hidden with Windows default settings. To unhide see below*

 

*see bottom of https://helpx.adobe.com/creative-cloud/kb/unknown-server-error-launching-cc.html for info on unhidding folders

 

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Community Beginner ,
Nov 09, 2020 Nov 09, 2020

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Hi 

I don't think it's my computer. I didn't have this problem with Bridge 10; it's only since Bridge 11 installed.

 

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Adobe Community Professional ,
Nov 09, 2020 Nov 09, 2020

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resetting the cc app: To reset the Creative Cloud desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

uninstall every cc app 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
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
restart your computer (don't skip this)
reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.
if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)
use the desktop app to install your cc programs/trials

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