Participating Frequently

Answered

CC Desktop App - Unable to authenticate Adobe ID

Forum|Forum|6 years ago
May 8, 2019
5 replies
11998 views

Hi All

I am trying to setup a new user on an iMac 27 (3.2 GHz Intel Core i5) that already had various cloud apps installed for an old user (no longer with the company.

I have set up the new user as part of our team membership, they received the ‘access is granted’ message from Adobe, visited the site and created their password, etc. They can log in to the site fine with their Adobe ID and see their plan, available apps, etc.

However, yesterday I tried several times to launch the CC desktop app and install / update apps. Every time I entered the new Adobe ID and password (which works on the CC web site) I received a ‘Unable to authenticate your Adobe ID’ error message and I was signed out.

Having read through various support FAQ’s (and spoke to support) it seemed possible that the Desktop App could be corrupt, so I downloaded the uninstaller and uninstalled it. I then downloaded the installer and reinstalled it.

The installer required my Adobe ID and Password, which I enter. It then goes to the ‘Installing (0%)’ screen and sticks. No matter how long I leave the installer, it never gets past the 0% stage.

I then tried zapping the pram (to no effect). Then I restarted the Mac with the extensions off and the installer actually made it all the way to 100% where I again got the ‘Unable to authenticate your Adobe ID’ message (exactly where I was 24 hours ago).

I searched the forums and tried the steps detailed in these threads:

https://forums.adobe.com/message/6382596#6382596

https://forums.adobe.com/message/5945161#5945161

Exactly the same problem.

I am setting up two new users, on two different Macs (both same age and spec). The other Mac worked fine, user logged into the CC desktop app and updated all apps to latest versions within minutes.

Does anybody have a fix for this please?

This topic has been closed for replies.

Correct answer ___Dom___

Basically that means that the firewall is wrongly configured.

If anyone is still seeing this error on a particular network, the following document may help ensure that the relevant servers are accessible:

Adobe Creative Cloud Network Endpoints

Dotoki2

Inspiring

When you get this error message in CC desktop client at sign in, remove folder OOBE and content of folders SLStore and SLCache.

1. On Mac use Activity Monitor, on Windows Task Manager and terminate all Adobe and CC processes (CoreSync, Creative Cloud, CC Library, Adobe Desktop Service etc.)

2. Then delete folder OOBE
Windows
C:\Users\[your username]\AppData\Local\Adobe\OOBE
Macintosh
Macintosh HD/Users/[your username]/Library/Application Support/Adobe/OOBE

3. Delete whole content (files and folders) in folders
Windows
C:\Program files (x86)\Common Files\Adobe\SLCache
C:\ProgramData\Adobe\SLStore

Mac
Macintosh HD/Library/Application Support/Adobe/SLCache
Macintosh HD/Library/Application Support/Adobe/SLStore

4. Launch Creative Cloud client and sign in.

P

Prepress.00

Participant

Thanks Dominik. Your tip worked like a charm.

Bani Verma

Community Manager

Moving this thread to the correct community Enterprise & Teams

D

dr-chris-46Author

Participating Frequently

Hi All

I finally fixed this issue. It turned out to be the firewall on our fileserver / router. I unplugged the ethernet cable and connected the Mac to WiFi and installed the Creative Cloud Desktop App, InDesign, Photoshop, Illustrator and Acrobat with no problems whatsoever.

Thanks to Adobe support for pointing me in the right direction!

J

j.k.k.

Participating Frequently

That sounds great but I’m not sure I understand. I am on WiFi but need the ethernet cable to connect to network to allow WiFi to work.

D

dr-chris-46Author

Participating Frequently

Generally, if you're connected to the ethernet, you would also be connecting to the internet via that cable. As the issue seemed to be caused by the firewall on the router/server (that the internet cable goes into), I disconnected the cable and 'forced' the Mac to connect via Wi-Fi, which then bypassed the router/server. It was the physical router/server that was blocking my connection the Adobe servers and preventing the download of the apps.

D

dr-chris-46Author

Participating Frequently

Update: I have tried every combination of:

remove opm.db file

rename OOBE folder

rename AAmupdater folder

Clear SLcachefolder

Uninstalled CC Desktop app

Reinstalled CC Desktop app

It still refuses to accept my Adobe ID, even though I can access the web site with these details.

Please could somebody assist with this issue

J

j.k.k.

Participating Frequently

got the same exact issues and would rather have an easier fix knowing that i purchases a new iMac. here are the screen shots of what i've been prompted. yes. please help!