I can not log in

New Here ,
Jun 08, 2021 Jun 08, 2021

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Good afternoon, I have an ADFS mounted, with the Adobe console users I can enter www.adobe.com as long as it is not the IE browser, but if I open the Photoshop application it asks me for a username and password, I enter it, but it does not validate, does not open the application.

 

If I open the Creative Cloud with this same user, it lets me in and I can now open the desktop applications of that pc.

 

Because it can be?

 

Thanks.

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Acrobat, Troubleshooting

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Adobe Employee ,
Jun 08, 2021 Jun 08, 2021

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Hello,

Generally, we recommend signing in to the creative cloud desktop app first which allows your account to activate other installed CC apps and that's the purpose of SSO. 

Kindly elaborate "does not open the app" like it is crashing, freezing at the loading screen, or closing immediately after signing in to the app. 

A screenshot of the error will help in understanding the issue better.

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New Here ,
Jun 09, 2021 Jun 09, 2021

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Hello,

 

Thank you for your answer.

 

I attach a lot of screenshot while I open the app.

 

Thank you.

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Adobe Employee ,
Jun 09, 2021 Jun 09, 2021

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Please confirm if you are using any proxy or VPN. If yes, disable it and check if you are able to access Photoshop. 

Also, check if there are any Adobe entries in the Host file. The location is: C:\Windows\System32\drivers\etc

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New Here ,
Jun 09, 2021 Jun 09, 2021

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I'm not use VPN or proxy.

 

The host files are not any Adobe entries.

 

Thank you.

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Adobe Employee ,
Jun 10, 2021 Jun 10, 2021

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By looking into the error, it seems that the application is not able to connect with the Adobe server. Try changing the network (connect with a different internet connection or phone's hotspot). If the issue persists, please contact the support team or request the admin of your organization to create a support case on your behalf so that the technician can check other settings to troubleshoot the issue.

 

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New Here ,
Jun 10, 2021 Jun 10, 2021

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Hello,

 

I have problems with certificates in ADFS server, with signing and encryption certificates.

 

Thank you.

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