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When I try to install Photoshop or Lightroom from CC I end up in a loop. I am using Windows 10. I have tried the various tips about removing licence files and I have uninstalled everything used the CC cleaner tool etc. I have also detailed any Abode folder I could find on my PC. When I then go to install I am asked for my Adobe Id and password. I supply them and eventually end up with the screen below:
It looks like everything has installed ok and it has recognised my licence but when I click continue the window closes and after a few seconds I get the follow screen:
It displays for a while and then closes but pops up again after a few seconds. This keeps on repeating.
Any one got a solution?
1 Correct answer
Jonathanm46137521 what security software and version are you using? Do you have any other software that may be preventing the licensing connection from being sent?
I would recommend contacting our support team directly at Contact Customer Care so that your computer can be directly investigated.
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Jonathanm46137521 are you utilizing the process discussed in Download and install Creative Cloud apps to install Photoshop CC 2017? If so then please review the steps listed in https://helpx.adobe.com/creative-cloud/kb/signed-out-sign-in-required-error-248.html to resolve the current error with licensing the software.
If you have any questions regarding any of the steps listed in either document, Jonathanm46137521, then please update this discussion.
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Hi Jeff,
I am following that process and I have tried the steps listed on that "signed out sign in required" page a number of times but I still get the looping. Any other suggestions? I think my network connection is fine as using a utility I can see packets being sent to and coming back from adobelogin.prod.ims.adobejanus.com (34.224.163.151) (They are encrypted so I can see the content)
Are there any log files that would contain more info as to the issue?
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Yes Jonathanm46137521 details on how to review the log files can be found at Creative Cloud download and install errors​. Since you may be facing a connection error I would recommend also reviewing the steps listed in Resolve connection errors with Adobe Creative Cloud and Creative Suite applications​.
In addition you can find details on how to configure your firewall for Creative Cloud services at https://helpx.adobe.com/content/dam/help/attachments/Creative_Cloud_for_enterprise_Service_Endpoints...​.
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Ok, I have turned off my firewall and tried again. I am getting the same issue. I have uninstalled everything and tried again with no luck. I even tried installing using a different user. Any other suggestions?
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Jonathanm46137521 what security software and version are you using? Do you have any other software that may be preventing the licensing connection from being sent?
I would recommend contacting our support team directly at Contact Customer Care so that your computer can be directly investigated.
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I ended up contacting support and I the problem has been sorted. Here is a transcript of the online chat:
SUPPORT PERSON:
As I understand that you are unable to activate Photoshop and Lightroom CC. Is that correct ?
7:27:35 PM
ME:
Yes, I initially get a message once I enter my details (after a clean install) saying that they have been activated and I am on the CC Photo plan but then I end up in a loop where it says it is validating the licence , window closes and then reopens and says it is validating licence
7:28:07 PM
SUPPORT PERSON:
Thank you for confirming.
7:28:11 PM
SUPPORT PERSON:
I will be glad to help you regarding this.
7:28:24 PM
SUPPORT PERSON:
May I know the Operating system and version that you are using?
7:29:29 PM
ME:
Windows 10 Pro 64 bit
7:30:46 PM
ME:
Version 10.0.15063 Build 15063
7:31:21 PM
SUPPORT PERSON:
Thank you for the information.
7:34:47 PM
SUPPORT PERSON:
On your keyboard, press the keys 'Ctrl+Shift+Esc' simultaneously. This will get you the Task manager.
7:35:06 PM
SUPPORT PERSON:
Click More details.
7:35:18 PM
SUPPORT PERSON:
Go to Details tab on the top and there, click on 'Description' field.
7:35:24 PM
ME:
task man is up
7:35:57 PM
ME:
i have clicked on description
7:36:35 PM
SUPPORT PERSON:
If there are any Adobe processes running, end all of them.
7:36:42 PM
SUPPORT PERSON:
The Adobe processes are Creative cloud, CC library, Coresync, Acro tray, services for Adobe desktop, AAM updater, AAM notifier, Adobe crash demon, CEF helper, IPC broker, CCXProcess
7:39:00 PM
ME:
All adobe processes have been killed
7:39:44 PM
SUPPORT PERSON:
On your keyboard, press the keys 'windows+R' simultaneously. This will get you the Run command box.
Type '%localappdata%/adobe/'(without quotes) and click on OK
Ã’pen OOBE folder and delete opm.db file
7:40:52 PM
ME:
opm.db has been deleted
7:42:07 PM
SUPPORT PERSON:
On your keyboard, press the keys 'windows+R' simultaneously. This will get you the Run command box.
Type '%programdata%/Adobe'(without quotes) and click ok.
Open SLStore folder and delete SLStore folder contents.
7:43:00 PM
ME:
files deleted
7:43:15 PM
SUPPORT PERSON:
On your keyboard, press the keys 'windows+R' simultaneously. This will get you the Run command box.
Type 'C:\Program Files (x86)\Common Files\Adobe'(without quotes) and click ok.
Open SLCache folder and delete SLCache folder contents.
7:44:17 PM
ME:
done
7:47:26 PM
SUPPORT PERSON:
Open Creative cloud application and sign-in using your Adobe ID: aaa@aaa
7:49:59 PM
ME:
I have logged in. On the Apps page the button beside Photoshop says "Start Trial", button beside lightroom says "Install" (I haven't reinstalled lightroom since I uninstalled everything)
7:50:53 PM
SUPPORT PERSON:
Open Task manager and end all Adobe processes.
On your keyboard, press the keys 'windows+R' simultaneously. This will get you the Run command box.
Type 'C:\Program Files (x86)\Common Files\Adobe'(without quotes) and click ok.
From there, delete the OOBE, Adobe Desktop common and Adobeapplicationmanager folders.
7:55:01 PM
ME:
Folders have been deleted
7:55:47 PM
SUPPORT PERSON:
Click on the below link and install Adobe application manager.
http://supportdownloads.adobe.com/thankyou.jsp?ftpID=447&fileID=4437
7:58:50 PM
ME:
I have downloaded and installed App Manager
8:00:49 PM
SUPPORT PERSON:
Double click Adobe application manager icon on of your desktop
8:04:20 PM
ME:
When I click on App Manager Icon, I get a popup box: Title Abobe Creative Cloud. Text says CC is missing or damaged. Two buttons Quit and Repair. Should I click on Repair?
8:04:50 PM
SUPPORT PERSON:
Yes, click Repair and let me know what you see onscreen.
8:06:01 PM
ME:
Was asked if CC could make changes to machine. Clicked Yes. Installer is downloading files
8:06:32 PM
SUPPORT PERSON:
Thank you.
8:09:10 PM
SUPPORT PERSON:
May I know the installation status ?
8:10:12 PM
ME:
Just finished installing. On app page Photoshop button says "Open" I take it I should press it and see what happens?
8:10:29 PM
SUPPORT PERSON:
Perfect!
8:10:37 PM
SUPPORT PERSON:
I am glad to hear that your issue has been resolved during our first contact.
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Thanks for the update Jonathanm46137521!

