Creative Cloud App Sign In Request

[Austin83]

Hi all,

We run the Creative Cloud suite across many PCs in a College and with the latest CC app update which auto updates on PCs to run the CC software, if the user does not sign in to the Creative Cloud app the sign in window keeps forcing itself open. We have narrowed this down to be every 10 mins if the user does not sign in. Many PCs are shared devices and not all users, especially in our libraries, want or need to sign in to the CC but the constant pop up is causing a lot of upset, especially with regard to our lecturers when trying to display content from another app in clsses. This did not happen with the previous version.

The previous running version was 5.9.1.377 did not have this issue. Any updates to version 5.10.0.573 cause this issue.

Windows 10 22H2 19045.2364.

End result would be to not have the CC app force the sign in window if noboby signs in as it used to be. Users would close the box and it would not pop up again.

[kglad]

open the support tab on your admin console > start chat or start case or request expert session. https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

<move from cc desktop bugs>

[SuJoshi]

@Austin83 As I understand, if the user has not signed in already, the Creative Cloud Desktop app prompts them to log in every 10 minutes, which is happening with the latest CCD 5.10. Is that correct?

[Austin83]

Hi @SuJoshi,

That is indeed correct. The previous versions we had did not do this. We tested this between 2 PCs to replicate the issue, one on the old version and one on the new version. The old version did not exhibit this behaviour compared to the new version. We then updated the old version to the new version and it started acting the same way when no one was signed in. The upset this causes is the login box overlaying on top of powerpoint presentations and our esports computers have crashed games mid match with this happening.

[SuJoshi]

@Austin83 Is it possible to share a screen recording to understand the issue better?

[Austin83]

Hi @SuJoshi,

I have attached a video as requested. As you can see at the start of the video we close off the box for the Adobe prompt, then, at the 7 minute 50 seconds mark onwards the box pops up. The colleague who produced the video file then went on to close the box again and shows the task manager box to detail tasks running etc in the background, which are normal to any other Adobe install we have had. At the end of the video the pop up box presents itself again, on this occasion behind the Word app running, so this shows depending on content whether or not the pop up will overlay on top or not. Either way this did not happen with the previous version.

Many thanks for investigating!

[SuJoshi]

@Austin83 Please share the ServiceConfig.xml file from the affected machine. The location is C:\Program Files (x86)\Common Files\Adobe\OOBE\Configs.

[Austin83]

Hi @SuJoshi,

As requested he is the config file from the PCs. This is common across our fleet of devices that run Adobe products.

[SuJoshi · Accepted solution]

@Austin83  Thank you for sharing the files. It seems like a known issue that will be fixed in CCD 5.11 version. 

Meanwhile, you need to disable the browser-based authentication (set the value to False) in the ServiceConfig.xml file, kill all CC and Adobe processes from the Task Manager, reboot the machine and relaunch the app again. The users can use the same functionality by selecting the "Login with browser" option from the Help menu of the creative cloud desktop app.

[Austin83]

@SuJoshi,

Many thanks for looking into this! Great to hear there is a fix coming and thankyou for the temporary fix idea! Have a great day!