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ChanelleMetric
Participating Frequently
March 7, 2023
Answered

Creative Cloud won't allow me to sign in

  • March 7, 2023
  • 4 replies
  • 2146 views

I signed into another laptop on my Creative Cloud account during which I signed out my main computer from Creative Cloud which I've done numerous times before. The next day I've gone to sign back into my Creative Cloud account on my main computer and when opening the Creative Cloud app it just says "You've been signed out." When I click sign in, it just reappears with the same message repeatedly and doesn't actually let me try to sign in.

 

To fix this I tried Repairing Creative Cloud via the Uninstaller, used the Creative Cloud Cleaner Tool, uninstalled and reinstalled Creative Cloud multiple times, restarted the computer, and followed instructions on another forum https://community.adobe.com/t5/account-payment-plan-discussions/sign-in-help/m-p/6071788#M131 to remove some files (Mac: ~/Library/Application Support/Adobe/OOBE/opm.db) and LITERALLY NOTHING HAS WORKED. 

 

This is infuriating and such a waste of my time, I work for a Marketing agency and have numerous deadlines and I honestly don't know what to do at this point. It is insane that a product as big and expensive as Adibe has complete breakdown issues like this, please for the love of all things holy someone help!

This topic has been closed for replies.
Correct answer Ashish_Harrison

Hi @ChanelleMetric, kindly connect with your IT Admin and check for the Authentication Settings in the admin console; it should be set to Default - https://helpx.adobe.com/in/enterprise/using/authentication-settings.html

If the issue persists, please collect logs from your machine and raise a support ticket from the admin console.

Log collector tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

Thanks!

4 replies

Ashish_Harrison
Adobe Employee
Ashish_HarrisonCorrect answer
Adobe Employee
June 28, 2023

Hi @ChanelleMetric, kindly connect with your IT Admin and check for the Authentication Settings in the admin console; it should be set to Default - https://helpx.adobe.com/in/enterprise/using/authentication-settings.html

If the issue persists, please collect logs from your machine and raise a support ticket from the admin console.

Log collector tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

Thanks!

Regards,Ashish Harrison
Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
March 7, 2023

Are you trying to connect over a corporate LAN?  I ask because some corporate firewalls can create problems for users.

 

Also see this -  Resolving Connection Errors:

https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

 

Nancy O'Shea— Product User & Community Expert
    C
    ChanelleMetricAuthor
    Participating Frequently
    March 9, 2023

    Hi Nancy, thanks for the suggestion but no not using a LAN, we currently just use Google Drive for file sharing, so I don't believe a firewall would be an issue.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    March 7, 2023

    start at the top here - https://helpx.adobe.com/manage-account/kb/troubleshoot-creative-cloud-sign-out-sign-in.html

     

    if that fails,

     

    1. go to the bottom section : "Remove Adobe User and Adobe App Certificates" - https://helpx.adobe.com/in/download-install/kb/adobe-license-issues-keychain-credential-mgr.html and follow the steps.  

     

    2. then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

     

    3. and reinstall the cc app install the cc desktop app by using the download links at page bottom here, https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

    C
    ChanelleMetricAuthor
    Participating Frequently
    March 8, 2023

    Thanks for the reply, while following these steps – "start at the top here - https://helpx.adobe.com/manage-account/kb/troubleshoot-creative-cloud-sign-out-sign-in.html"

     

    Tried step 2 – Resolving issues while retrieving or storing licence information – opened the Keychain and tried to delete the Adobe User Profile Info and Adobe User OS Info files and they both come up with the error:

    "The specified keychain is not a valid keychain file."

     

    Could that be a problem or do I just move on to the next fix attempt?

    C
    ChanelleMetricAuthor
    Participating Frequently
    March 7, 2023

    Forgot to mention I'm a Mac user with macOS Catalina Version 10.15.7 with an Intel Core i9 processor if that matters at all.

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