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How do I change accounts without re-installing?

Community Beginner ,
Nov 17, 2023 Nov 17, 2023

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This question was asked and answered before: the instruction was to launch the CC app, click the gear icon, and change accounts. However, the UI seems to have since changed, as no gear icon is presented when launching. Here's what I see when I launch (yellow rectangles protect our corporate identity). When I launch the app, it immediately shunts me to the corporate login screen. There is no gear icon, and no way to change account. Since I cannot login with this corporate credential, I am stuck, there seems to be no way to specify a different account. 

 

Please, help?

 

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correct answers 1 Correct answer

Adobe Employee , Nov 24, 2023 Nov 24, 2023

@danjonwig As per the screenshots, you are using a Federated corporate login. When you enter your email, it will take you to the organization's SSO page, and you have to finish logging in there.

 

Regarding the error on CCDA. A couple of things I can suggest.

Solution 1:

1. Close CCDA.

2. Close Adobe processes from the Task Manager on Windows or Activity Monitor on MAC.

3. Remove opm.db

win: C:\Users\YOURNAME\AppData\Local\Adobe\OOBE\

MAC: /Users Library/Application Support/Adobe/OOBE

4. Relaun

...

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Community Expert ,
Nov 17, 2023 Nov 17, 2023

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click help > sign out

 

====================================

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



<"moved from account, payment & plan">

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Community Beginner ,
Nov 21, 2023 Nov 21, 2023

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Thank you kindly; here is the content of the Help menu. 

danjonwig_0-1700584326476.png

 

I have tried "sign  in using your browser". Bizarely, it doesn't actually launch a browser, it just reloads within the Cloud window, and I get the same thing again; no option to change account

 

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Community Expert ,
Nov 21, 2023 Nov 21, 2023

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@danjonwig what does that error show you are covering up?

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Community Expert ,
Nov 21, 2023 Nov 21, 2023

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whoa, that error indicates a bigger problem than you indicated previously.  that cc desktop error has to be fixed.

 

are you the admin of your enterprise's subscription?

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Community Expert ,
Nov 20, 2023 Nov 20, 2023

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Hi @danjonwig you're already past the gear icon. You would use that to sign out of the current account. From here you can easily switch accounts simply by entering the email address of the account you want to go to. When you enter the email it should prompt you to choose personal or business account:

kevinstohlmeyer_0-1700518931406.png

 

 

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Community Beginner ,
Nov 20, 2023 Nov 20, 2023

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Very kind. The screenshot I sent is the very first screen I see when I launch. If I'm past it, how do I go back?

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Community Expert ,
Nov 20, 2023 Nov 20, 2023

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@DanJonWig99 

 

sign out and then back in to your cc desktop app. you'll then see the option to select profiles.

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Community Beginner ,
Nov 21, 2023 Nov 21, 2023

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Very kind. Forgive me, but given that I can't sign-in, how do I sign-out?  There is no "sign out" button in the window (see screen shot above). I'm sorry, I realize this seems like a silly question, but I really am stuck in a weird loop. This is happening on 3 of my machines, so it's not a single issue. I even tried uninstalling and installing again, but it still happens. 

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Community Expert ,
Nov 21, 2023 Nov 21, 2023

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Quit the enterprise sign in window/desktop app. Go to adobe.com - try sigining in there with your email and choosing the business account. Take screenshots of each window as they come up and post if you still cant get in.

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Community Beginner ,
Nov 22, 2023 Nov 22, 2023

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Thank you kindly. I am able to login to the website in my browser, but this does not seem to impact the creative cloud desktop application. Maybe I'm missing step here?

 

Just to make sure I have described it correctly: I have two different accounts with adobe creative cloud. Call them Corp1 and Corp2. This computer was previously logged-in to Corp1, but I no longer have access, so I want to login with my credentials for Corp2. However, Creative Cloud always routs me to the login screens for Corp1, with no option to go back a step to let me specify Corp2. 

 

As requested, below are the screenshots in order (S1 and S2). I believe that the login screen shown in S1 is affiliated with Corp1. I have tried entering the email address for Corp2 on that screen, but no matter what, it routes me next to the branded corporate login page for Corp1. Forgive me for blanking out parts of it, but trying to be careful not to run afoul of any corporate security concerns. 

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Community Expert ,
Nov 22, 2023 Nov 22, 2023

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again, that error has primacy.

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Community Beginner ,
Nov 22, 2023 Nov 22, 2023

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Forgive me,  but I don't understand what you mean.

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Community Expert ,
Nov 22, 2023 Nov 22, 2023

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you must fix the cc app error first.

 

what is that error?

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Community Beginner ,
Nov 22, 2023 Nov 22, 2023

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Oh, I see, in the screenshot. That's what happens when I fail to login to Corp1, it's an authentication error. I only see that when I try and fail to login to Corp1.

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Community Expert ,
Nov 22, 2023 Nov 22, 2023

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what's the exact error message?

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Adobe Employee ,
Nov 24, 2023 Nov 24, 2023

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@danjonwig As per the screenshots, you are using a Federated corporate login. When you enter your email, it will take you to the organization's SSO page, and you have to finish logging in there.

 

Regarding the error on CCDA. A couple of things I can suggest.

Solution 1:

1. Close CCDA.

2. Close Adobe processes from the Task Manager on Windows or Activity Monitor on MAC.

3. Remove opm.db

win: C:\Users\YOURNAME\AppData\Local\Adobe\OOBE\

MAC: /Users Library/Application Support/Adobe/OOBE

4. Relaunch CCDA and check.

Hidden library MAC 

Hidden Appdata Windows 

 

Solution 2:

Uninstall and reinstall CCDA and check.

Uninstall tool 

Creative Cloud for the desktop download page

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Community Beginner ,
Nov 24, 2023 Nov 24, 2023

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Thank you. 

yes indeed, that is precisely the situation (corp login). As mentioned elsewhere, I no longer have access to that account, so I *cannot* complete it, as you suggest. So, my question is, how do I take a step back and use a different (not corporate) login?

 

re error: that error happens only after I fail to login. I have no doubt that fixing the login problem will obviate the error.

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Community Expert ,
Nov 27, 2023 Nov 27, 2023

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@DanJonWig99 why do you no longer have access to the Corporate account? Contact your Admin to address the account issue.

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Community Beginner ,
Nov 27, 2023 Nov 27, 2023

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I prefer not to into details of my employment situation, but can we please take it as a given I no longer have access?

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Community Expert ,
Nov 27, 2023 Nov 27, 2023

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turn off automatic profile selection:

 

To turn automatic profile selection on or off, do the following:

  1. Sign in to your Adobe Account with your email and password.

  2. Go to Account and security > Sign-in and security.

  3. Turn off the Select my profile automatically option.

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Community Expert ,
Nov 27, 2023 Nov 27, 2023

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Hi @danjonwig @DanJonWig99 unfortunately if you have a personal email addressed tied to a business account, the business account admin may have to release the relationship (remove organization) tied that email to completely resolve this.

https://helpx.adobe.com/enterprise/using/leave-organization.html

 

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Community Beginner ,
Nov 27, 2023 Nov 27, 2023

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Thank you kindly. BUT, that is not the case. That business account is associated with the business email address. The problem is not that I can't get into the account; the problem is that Creative Cloud is forcing me to login with that account at all. I have a different email address (not personal) with a different organization that I'm ready to login to. All I need to do is tell CC to stop trying to login to the old account. On Google, Microsoft, every other cloud service I use, there's a "login with a different account" button. Not so on Adobe? 

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Community Expert ,
Nov 27, 2023 Nov 27, 2023

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you can't log into https://account.adobe.com with the problematic account?

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Community Beginner ,
Nov 27, 2023 Nov 27, 2023

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I cannot, it sends me to validate against the corporate server. 

 

I really appreciate everyone putting so much time into this. I understand everyone is trying to help me work around the silliness of Adobe's design that they create a Catch-22 for people. But I hope the Adobe folks are seeing this, that their software design does not allow someone to specify a different account to log into in this situation. 

 

BTW, I did try uninstalling and resinstalling and I get the same result. Seems Adobe thinks people buy a new computer every time they change accounts?

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