HELP - error when login InDesign

[Kensei5EDB]

Hi, I'm an Adobe InDesign user for a year and found that I'm not able to open InDesign from last week. Every time when I try to open InDesign, it pops up a windows and say "Sorry, an error occurred ", "Adobe InDesign 2021 has encountered a problem and needs to close.". And this situation also comes out when I open other Adobe softwares. I will be very happy if u can help. Thank you! 

[Eugene Tyson]

Try resetting your preferences:
The easiest way to reset everything is to delete the InDesign preferences: as soon as InDesign starts to boot hold down Shift, Alt, Ctrl (and Apple/Cmd if working on a Macintosh). A dialog will appear asking to delete the InDesign Preferences, select 'Yes' on this dialog.
Further info and instructions here if needed:
https://helpx.adobe.com/in/indesign/kb/indesign-preferences-support-file-locations.html

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You can always try the creative cloud cleaner tool https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

[vladan saveljic]

Did you try to reinstall the software?

[Eugene Tyson]

Hi @vladan saveljic - thanks for the input - and reinstalling is a good idea.

I've given the link to the Creative Cloud Cleaner tool - which will remove any strange cache/preference files - as sometimes a straight reinstall won't flush out the system but overwrite only partial files. 

[Anshul_Saini]

Hi there,

Sorry to hear about the trouble you are facing. I would like to know if the steps suggested above by @Eugene Tyson & @vladan saveljic worked for you? If not, I would request you to share a few more details like:

• OS and version of InDesign
• Please check the security settings of your PC to ensure the apps are not getting blocked.
• Temporarily disable your antivirus software, if any, and see if that helps.
• Try to use a different Internet connection, such as a mobile hotspot, and see if that helps.
• Please check your firewall settings. Try adding the adobe apps and service manually and grant proper access to them. In addition, you may check out the best practices for configuring Windows Defender Firewall and configuring a firewall in macOS.

Also, you may try the suggestion shared in this help article (https://helpx.adobe.com/download-install/kb/unable-to-reach-adobe-servers.html) and let us know how it goes.

We'll be looking forward to your response.

Thanks & Regards,

Anshul Saini

[Kensei5EDB · Accepted solution]

Dear support community,

Yes, thank you very much, the problem is solved ! I tried to go check in the settings of Adobe Creative Cloud and there is a "Repair" button that allows me to solve issues and errors. I click it and it repair the Adobe Creative Cloud automatically. Now I'm able to open InDesign, AI and Photoshop etc.

Again, thank you very much for the help and suggestions. The support community really helps me a lot.

Regards,
User Kensei5EDB

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