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Account verification screen blank, cc 2019

Forum|Forum|7 years ago
December 14, 2018
1 reply
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I am running a freshly installed Windows 10 Pro.

I upgraded to Windows 10 just so I can use cc 2019.

But all I have been getting are blank account verification screens when I try to open any app (Photoshop, Illustrator, After Effects, Premiere Pro cc 2019)

I can still open 2018 no problem. But 2019 I get white boxes, which I am assuming are the account verification screens... but they are all blank, and if I try to close them, it closes the whole app.

I have combed through a ton of forums and try everything from reinstalling to renaming or replacing files. Nothing is working. Please help!

After Effects CC (v 16.0.1):

Premiere Pro CC (v 13.0.2)

Illustrator CC

This topic has been closed for replies.

Correct answer Jeffrey_A_Wright

I have tried to do a complete reinstall to include a delete any and all adobe files. I do not have any 3rd party plugins installed. I have the latest video drivers.

Even still, the apps load fine with no errors it's only after the apps open and what looks like the "Subscription Verification" opens do I have an issue. I am logged into the desktop app just fine, no issues there.

VelocityEditor, please try removing the Adobe-related certificates from the Windows Certificate Manager. You can find details regarding the process at User and license information issues | CC 2019 .

If you continue to encounter errors, then please try signing out of any other activated computers at http://www.adobe.com/. You can find information regarding the process at Learn how to activate and deactivate Creative Cloud apps..

Community Expert

Community Expert

are you signed into your cc desktop app?

if yes, reset your preferences -

acrobat: https://forums.adobe.com/thread/1595848?start=0&tstart=0

adobe media encoder: https://forums.adobe.com/thread/1713540

after effects: http://helpx.adobe.com/after-effects/using/preferences.html

audition: https://forums.adobe.com/thread/1079494

bridge: https://helpx.adobe.com/bridge/kb/troubleshoot-errors-freezes-bridge-windows.html

captivate: https://forums.adobe.com/thread/975032

dreamweaver: https://helpx.adobe.com/dreamweaver/kb/restore-preferences-dreamweaver-cs6-cc.html

flash: http://helpx.adobe.com/flash/kb/re-create-preferences-flash-professional.html

(or remove Win: C:\Users\<username>\AppData\Local\Adobe\Animate CC <version>\ and

C\Users\<username>\AppData\Roaming\Adobe\Animate\<version>\

Mac: /Users/<username>/Library/Application Support/Adobe/<Animate CC version>/ and

/Users/<username>/Library/Preferences/Adobe/Animate/<version>/)

fireworks: https://helpx.adobe.com/fireworks/kb/restore-preferences-fireworks-cs5.html

illustrator: http://helpx.adobe.com/illustrator/using/setting-preferences.html

incopy: https://forums.adobe.com/thread/526990

indesign: https://forums.adobe.com/thread/526990

lightroom: https://helpx.adobe.com/lightroom/help/setting-preferences-lightroom.html

muse: https://forums.adobe.com/thread/1127564 (message 7)

photoshop: https://forums.adobe.com/thread/375776

photoshop elements: https://helpx.adobe.com/photoshop-elements/kb/preference-file-locations-photoshop-elements.html, http://www.photokaboom.com/photography/learn/Photoshop_Elements/troubleshooting/1_delete_preferences_file.htm

prelude: https://helpx.adobe.com/prelude/using/prelude-set-preferences.html

premiere elements: https://helpx.adobe.com/photoshop-elements/kb/preference-file-locations-photoshop-elements.html

premiere pro: http://www.mediacollege.com/adobe/premiere/pro/troubleshooter/trash-preferences.html

[moved from Downloading, Installing, Setting Up to Creative Cloud Download & Install]

VelocityEditorAuthor

Participant

Thank you for your prompt response, kglad

I have tried to clear/delete or change my preferences, but unfortunately, nothing seems to work.

I have noticed that the box does at least try to load something, but fails.

Trying to load...

Fails.

Community Expert

Community Expert

Adobe 2019 products stuck on splash screen