Troubleshooting Adobe Creative Cloud

Verifying Your Adobe License

Full-time staff and full-time faculty (including emeritus) are licensed to login to the Adobe Creative Cloud application using these instructions.

Part-time staff, part-time faculty (including adjuncts), and students are licensed to login to Adobe Creative Cloud applications on labs, podiums, and general use computers on campus using these instructions.

Resetting Creative Cloud

If you have any trouble with the Adobe Creative Cloud application, including these symptoms:

  • Continually prompted to sign in to the desktop app, i.e. sign-in loop.
  • Individual creative apps e.g. Photoshop, InDesign, not staying signed in.
  • Acrobat not signed in or Document Cloud documents not available.
  • Applications launching in trial mode
  • Applications not showing updates
  • Any general weirdness in the Creative Cloud desktop app whatsoever

Try resetting Creative Cloud. Click on it to make sure it's the frontmost application, then press the following keys at the same time:

Windows: Control + Alt + R
Mac: Command + Option + R

You'll be prompted to restart the application. Afterwards, you'll need to sign in again.

Reinstalling Creative Cloud

If the above instructions don't resolve the issue you're seeing, try removing and reinstalling the Creative Cloud application:

macOS

  1. Open the Applications folder, then Adobe Creative Cloud.
  2. Double-click on Uninstall Adobe Creative Cloud.
    1. If you're prompted to uninstall other Adobe applications, do that first.
  3. Open a web browser and download the Adobe Creative Cloud Cleaner Tool.
  4. Run that to clear out any debris that might be causing issues.
  5. Open the Applications folder, then Managed Software Center. Click the Updates tab, and check for updates.
  6. When prompted, reinstall Adobe Creative Cloud.

Windows

  1. Click the Start menu, Settings, then Apps.
  2. Select Adobe Creative Cloud.
  3. Click the Uninstall button.
  4. Open a web browser and download the Adobe Creative Cloud Cleaner Tool.
  5. Run that to clear out any debris that might be causing issues.
  6. Submit a ticket to have the Adobe Creative Cloud application reinstalled on your computer.

If you're still having trouble, please submit a ticket.

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Details

Article ID: 86318
Created
Thu 9/5/19 2:51 PM
Modified
Thu 3/19/20 12:56 PM