Adobe CC 2019 Apps: White screen after login

Forum|Forum|7 years ago
December 13, 2018
3 replies
11449 views

Hi!

OS: Windows 10 (1803)

Apps: Adobe CC Enterprise 2019 (Bridge, Photoshop, Illustrator etc.)

I've hade some issues with a user trying to login to her Adobe CC Enterprise applications.

She starts the application, and is met with a login prompt:

After filling in her credentials and clicking OK, the window goes blank:

Nothing else happens and there is nothing to click at.

I've tried reinstalling the programs and signing out/in of the Creative Cloud Desktop application but nothing is working.

Has anyone seen this before?

Kind Regards,

Frida

This topic has been closed for replies.

Correct answer fjansson92

Hi,

I'm sorry for the late response regarding this.

I think the problem has solved itself after an upgrade to Windows 10 1809 and reinstalling the computer.

I wasn't the one with the actual supportcase in question and I haven't heard anything since from any collegeues.

Thank you, I've saved your troubleshooting steps in case it happens again.

Kind regards,

Frida

chadw77654960

Participating Frequently

Here is the fix for Windows. The problem is with some Internet Explorer setting.

For anyone else having this issue on Windows, where loading a CC application (Premiere, Photoshop, Acrobat, etc) will show a blank white screen popup (which will happen when loading or after entering login credentials), just reset your Internet Explorer settings and the CC apps work again.

Reset your Internet Explorer settings through Tools menu -> Internet Options -> Advanced tab -> Reset Internet Explorer settings section and press the "Reset..." button.

J

janik93

Participant

Im having the same issue on Windows 10... Some programs like Adobe Dimension and XD CC work without the problem. But everytime I try to open Photoshop, After Effects or Lightroom the blank screen pops up and nothing happens.

When you close the window, the program also closes. Annoying...

Everything works on my Macbook, so it seems to be a problem with Windows.

Any solution for this yet?

alisterblack

Inspiring

For applications prior to CC 2019 try the following.

The opm.db file contains cached user login information and deleting this file is a useful troubleshooting step. Once deleted a fresh file will be automatically created when you launch Creative Cloud and log back in.

Close the Creative Cloud application.
Navigate to the OOBE folder.
Windows: [System drive]:\Users\[user name]\AppData\Local\Adobe\OOBE
Mac OS: /Users/[user name]/Library/Application Support/Adobe/OOBE folder
Delete the opm.db file.
Launch Creative Cloud.

For CC 2019 applications and later the licensing information is stored in the keychain. Clear the certificates starting with Adobe Intermediate CA, OR Adobe Content from the keychain in Mac and Certificate Store in Win and restart the application.

If you would like further assistance with these steps please reach out to support either via your Admin Console support tab or via Contact Customer Care