Creative cloud ask me to login every time I turn on the PC

[Carmine31972809rfpx]

Hello, as per title Creative cloud application keep asking me to login every time I turn on the PC like the SSO doesn't work.

I'm not the only one with this issue and at the moment the only way, is to login on it instead the automatic authentication that it should happen (like other colleagues).

I/We have the last available version, I read some discussion on internet to find out a solution but still active.

I've add the Creative cloud process to AV exclusion, saw credential properly saved in credential manager, reinstalled application but problem still there.

could you please support us and find out the right solution in order to not get this pop-up login credential every day?

thanks

Carmine

[Ruchika Wadhawan]

Hi @Carmine31972809rfpx 

Could you please confirm the version of Creative Cloud Desktop application from 'About Creative Cloud' option.

Regards,

Ruchika Wadhawan

[Carmine31972809rfpx]

Adobe Creative Cloud version 5.11.0.522.1

regards

Carmine

[Ruchika Wadhawan]

Thanks for confirming this. Could you please run the Log collector tool and share the file name with us.

Regards,
Ruchika Wadhawan

[Carmine31972809rfpx]

to you:

AdobeLogs_20230915_123709_569-win-GS.zxp

thanks

[Ruchika Wadhawan]

Hi @Carmine31972809rfpx Could you share the logs after machine reboot when CCD gets logged out? The logs previously shared does not have any instance of sign-out workflow.

Regards,

Ruchika Wadhawan

[Carmine31972809rfpx]

Hello,

laptop just started on and as always Adobe creative cloud is asking me for credential.

log extracted now: AdobeLogs_20230918_065531_919-win-GS.zxp

thanks, regards

Carmine

[Ruchika Wadhawan]

@Carmine31972809rfpx We investigated the logs and this seems to be an enterprise account with Policy based authentication settings applicable for your account. Could you check with your admin for authentication settings as mentioned in this helpx page: https://helpx.adobe.com/in/enterprise/using/authentication-settings.html

Regards,

Ruchika

[Carmine31972809rfpx]

Hello, i'll check with our colleague that are adobe admin but not sure why with some users we are facing that issue, instead with others not.

what can be also related? did you ever get some kind of issue similar? if we change some settings from admin console, it will be replicate to all users, even the ones not affected - so, i suppose also there should be another way as well.

regards

Carmine

[kglad]

@Carmine31972809rfpx 

usually this is caused by something (eg, antivirus) corrupting adobe's stored logon credentials.

[Carmine31972809rfpx]

Interesting, we already apply a restriction and exclude from ATP the process of creative cloud but unfortunately same issue. any idea suggestion? 

[kglad]

contents of the OOBE folder have users' stored info.  anything change here when computers restart or the calendar day changes?

    A) Mac OS: /Users/<user name>/Library/Application Support/Adobe/OOBE

NOTE: \Users\<user name>\Library\ is hidden by default. To unhide see below*

    B) Windows: C:\Users\<user name>\AppData\Local\Adobe\OOBE

NOTE: C:\Users\<user name>\AppData is hidden by default.  To unhide see below*

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

[Carmine31972809rfpx]

i can properly see all files inside and most of them are "Modified" this morning, so for sure something write inside everyday. should i try to remo some file of them? 

[kglad]

they'll just be created when logging back in. so if you did that today, that would account for the modify date/time.

what you want to see is that date/time before signing back in.  then see if you can match that to the date/time of a suspect app running.

[Carmine31972809rfpx]

ok, so how can i help you more giving more details? 

[kglad]

what triggers the problem?

a new calendar day?

a computer restart?

both a new day and a restart?

[Carmine31972809rfpx]

the problem triggers every time I restart the pc.

It doesn't matter if I restart 1 time or 3 times per day, at every start up the pop up happears and need to put my credential and authenticate in Adobe creative cloud.

[kglad]

excellent.

now what programs start every time you start your computer?

one of them is causing the problem.  disable thei startups by 1/2's to efficiently find the culprit.

[Carmine31972809rfpx]

that is the complete list enabled at the start up. if the problem will be the one you suggest (one that goes in conflict at the startup) how can i manage that issue? if it an important problem needed to start up automatically. not know if it will be a possible fine solution. btw thanks at moment 

[kglad]

normally you select by 1/2's for max efficiency, but i'd either 

1. disable them all to ensure it is one of them or

2. disavble that health security app because anything that's a security item is particularly suspicious.

[Carmine31972809rfpx]

Hello,

just following your suggestion. I've disabled from startup apps all possible programs to disable, unfortunatly it cannot work because quick later I turned on the pc again, the pop-up appear again.

any other idea plesae? 

[kglad]

contact adobe support via chat so they can connect to your computer.  there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

[Ruchika Wadhawan · Accepted solution]

Hi @Carmine31972809rfpx As suggested before, we investigated the logs and policy based settings are applicable for your organisation. All the users who are a part of this org and sign-in CCD with the ID that is associated with this org will face the same issue.

Please contact your org admin to update the authentication settings as per this page: https://helpx.adobe.com/in/enterprise/using/authentication-settings.html

Regards,

Ruchika Wadhawan

[kglad]

<moved from cc services>