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KevinW63122
KevinW63122
Participant
August 15, 2017
Answered

InDesign wants CC credentials but the Help menu shows already logged in.

  • August 15, 2017
  • 1 reply
  • 374 views

I am part of the company's support desk team. We have an InDesign CC 2017 user on Mac OS X (at least 10.10) who is trying to save a Creative Cloud element (Color Theme) to her library, but it tells her that she must log in via the Help menu. When she goes to the Help menu, it shows that she is already logged in. I have tried having her log out of CC and back in, rebooted the machine, and reset the preferences (with the procedures found here:Troubleshooting 101: Replace, or "trash" your InDesign preferences), but nothing has helped. I have done numerous searches and haven't really found anything directly on point, and the ones that sound like they may be similar didn't help either. (The subscription is up to date.)

In addition, if she clicks the option in InDesign to open the theme online, the web page opens but she is again asked to login with an Adobe ID. We do not normally give the users the Adobe ID password that goes with their subscription since it really belongs to the company. I did discover that is she found the same Color Theme in Illustrator, she could save it to a library and the link to open it online automatically logged her in.

Is there some other file that may be corrupted, or something? Please help me get this fixed.

Thanks,

Kevin

This topic has been closed for replies.
Correct answer Steve Werner

I doubt that it's an InDesign problem. I'd guess that it's a Creative Cloud application problem. I did a write-up about that here:

https://creativepro.com/troubleshooting-adobe-creative-cloud-desktop-app/?utm_campaign=coschedule&utm_source=twitter&utm…

Look at the sections about reinstalling the Creative Cloud app and see if that helps.

If that doesn't work, you probably need to ask questions in the Adobe Creative Cloud forum:

Creative Cloud

1 reply

Steve Werner
Community Expert
Steve WernerCommunity ExpertCorrect answer
Community Expert
August 15, 2017

I doubt that it's an InDesign problem. I'd guess that it's a Creative Cloud application problem. I did a write-up about that here:

https://creativepro.com/troubleshooting-adobe-creative-cloud-desktop-app/?utm_campaign=coschedule&utm_source=twitter&utm…

Look at the sections about reinstalling the Creative Cloud app and see if that helps.

If that doesn't work, you probably need to ask questions in the Adobe Creative Cloud forum:

Creative Cloud

KevinW63122
KevinW63122Author
Participant
August 16, 2017

Thanks. I'll give that a look tomorrow.

I have my doubts though because the CC app seems to work as far as checking for updates, etc. And the same procedure that fails in InDesign works fine in Illustrator. (That just happens to be the other CC app that I tried on the problem machine. I can try others, but that's why I posted it here.)

Steve Werner
Community Expert
Steve WernerCommunity Expert
Community Expert
August 16, 2017

Is it one CC library that's causing the problem? Does it work with a new library?

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