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How can I access my companies Creative Cloud managed plan after they were aquired?

New Here ,
May 23, 2023 May 23, 2023

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I need techncial support with a login issue.... But the virtual chatbot playing goalie won't let me in because I am not signed in with a valid account.  Ironically, If I could sign in with my account -- I wouldn't need technical support.  Exceedingly frustrating.  Any advice??

 

The actual issue - if anyone has any advice there either.... My license is provided by my company, but my company got acquired.  The new company is now providing me a license but I can't update my email address in my profile?  Nor can I even log out of the old account and just try to sign in with the new account -- because something clearly has the old credentials cached and immediately logs me back into the old account.  

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correct answers 1 Correct answer

Adobe Employee , May 26, 2023 May 26, 2023

Hello @default7wlx96y9x87d :

 

You may try the below steps and check if that helps.

1. Log out of Adobe Apps and quit Creative Cloud.

2. Close all Adobe processes from the task manager on Windows or Activity Monitor on MAC.

3. Remove the OOBE folder

Windows: [System drive]:\Users\[user name]\AppData\Local\Adobe\OOBE
Mac OS: /Users/[user name]/Library/Application Support/Adobe/OOBE

4 Clear the credentials on Windows and keychain on MAC.

Helpx: remove credentials and certificates. 

5. Restart Creat

...

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Community Expert ,
May 23, 2023 May 23, 2023

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What MAY work is to use https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove programs and settings and then sign in with your new account and do a fresh install

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Community Expert ,
May 23, 2023 May 23, 2023

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Community Expert ,
May 25, 2023 May 25, 2023

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Hi @default7wlx96y9x87d you can clear your login credentials cache - are you Mac or Windows?

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Adobe Employee ,
May 26, 2023 May 26, 2023

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Hello @default7wlx96y9x87d :

 

You may try the below steps and check if that helps.

1. Log out of Adobe Apps and quit Creative Cloud.

2. Close all Adobe processes from the task manager on Windows or Activity Monitor on MAC.

3. Remove the OOBE folder

Windows: [System drive]:\Users\[user name]\AppData\Local\Adobe\OOBE
Mac OS: /Users/[user name]/Library/Application Support/Adobe/OOBE

4 Clear the credentials on Windows and keychain on MAC.

Helpx: remove credentials and certificates. 

5. Restart Creative Cloud and try to sign in.

 

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