Licensing errors | Creative Cloud 2019

Use this document to troubleshoot licensing errors in Creative Cloud 2019.

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Error	Description	How to troubleshoot
102	The app failed to connect to the Adobe servers to verify your license information.	Check your network connectivity. Else, if you are an enterprise user, contact your IT Admin to check for issues such as firewall, DNS server, or host file redirection.
106	The app attempted to connect to the Adobe servers but timed out.	Check your network connectivity. Else, this may be due to a Low-bandwidth connection. Try using a faster Internet connection
	We can't verify your subscription status	If you are in the offline mode, stop your system clock from syncing with the internet time.

Error	Description	How to troubleshoot
201	The app failed to download your profile or licensing data.	Restart the app. Else, Sign out and sign back in to the app. Else, Sign out and sign back in to the app using a different account.
202	Adobe issued certificates are required to be download on your computer for Adobe apps to run. This error occurs when these certificates are either missing or invalid.	Delete certificates starting with Adobe Intermediate CA and Adobe Content: If you are using a macOS computer, use Keychain Access. If you are using a Windows computer, use Certificate Manager.
203	The app is unable to read the user and license information received from the Adobe servers.	Restart the app. Else, Sign out and sign back in to the app. Else, Sign out and sign back in to the app using a different account. Else, delete certificates starting with Adobe Intermediate CA and Adobe Content. If you are using a macOS computer, use Keychain Access. If you are using a Windows computer, use Certificate Manager.
204	The app is unable to obtain a valid response from the Adobe servers.	Restart the app. Else, Sign out and sign back in to the app. Else, Sign out and sign back in to the app using a different account.
205	The app is unable to store your profile and licensing information in the secure storage (keychain in macOS and Credential manager in Windows) on your computer.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer
206	There is an issue with the app reading the authentication-related information from Keychain Access (for macOS) or Credential Manager (for Windows).	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
207	The app is unable to read user and license information on your computer.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
208	The user and license information on your computer is corrupt.	Sign out and sign back in to the app.
209	The app in unable to delete user and license information on your computer.	Sign out and sign back in to the app. Else: If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.

Error	Description	How to troubleshoot
210	The app is unable to store or retrieve user or license data to Keychain Access or Credential Manager.	Sign out and sign back in to the app. Else: If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
211	The user or license data store in Keychain Access or Credential Manager appears to be invalid.	Delete certificates starting with Adobe User and Adobe App: If you are using a macOS computer, use Keychain Access. If you are using a Windows computer, use Certificate Manager.
212	The user or license data store in Keychain Access or Credential Manager appears to be invalid.	If you are using a virtual desktop, check your VDI environment setup. Else: Delete certificates starting with Adobe User and Adobe App: If you are using a macOS computer, use Keychain Access. If you are using a Windows computer, use Certificate Manager.
213	The user or license data store in Keychain Access or Credential Manager appears to be invalid.	If you are using a virtual desktop, check your VDI environment setup. Else: Delete certificates starting with Adobe User and Adobe App: If you are using a macOS computer, use Keychain Access. If you are using a Windows computer, use Certificate Manager.
214	The app cannot connect to the Adobe servers and authenticate the user. OR The app has been running for a long time.	Sign out and sign back in to the app. Else, Sign in using a different account. Else: If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
215	The app is unable to save your license information on your computer.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
216	An invalid package of the app is installed on the computer.	Restart the app. Else, uninstall and reinstall the app.
217	There is an issue connecting to the Adobe servers.	Restart the app.
219	The app cannot save data to Keychain or Credential Manager.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.

Error	Description	How to troubleshoot
220	The app has been running for a long time on your computer and the app session has expired. Or You have signed out from this computer remotely from the over activation dialog.	Restart the app. Else, wait for 5-10 min for the app to recover.
221	There is a mismatch of the user on this computer.	Restart the app. Else, if you are using a virtual desktop, check your VDI environment setup.
222	Appears to be an error on the Adobe servers.	Restart the app. Else, reinstall the app.
223	Appears to be an error on the Adobe servers.	Restart the app.
224	The Keychain or Credential Manager permissions are invalid.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
225	The Keychain or Credential Manager permissions are invalid.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
226	The Keychain or Credential Manager permissions are invalid.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
227	The app is unable to save, read, or delete user or license data to Keychain Access or Credential Manager.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
229	The app encountered error while trying to fetch data related to your account	Sign out and sign back into the app. Else, Sign in using the Creative Cloud desktop app. Else, Sign in using a different account.

Error	Description	How to troubleshoot
230	The app is unable to connect to the Adobe servers.	Sign out and sign back in to the app. Else, Sign in using a different account. Else, restart your computer.
232	App is unable to connect to Adobe Account Management servers.	Go to manage account directly from your browser. Else, Check your network connectivity.
233	App is unable to connect to Adobe servers.	Sign out and sign back in to the app. Sign in using a different account.
236	The app can't understand the response from the server.	Contact Us
237	The app data on the computer is corrupt.	Sign out and sign back in to the app.
238	The app is unable to save, read, or delete user or license data to Keychain Access or Credential Manager.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
239	The app is unable to save, read, or delete user or license data to Keychain Access or Credential Manager.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.

Error	Description	How to troubleshoot
240	The app is unable to save user or license data to Keychain Access or Credential Manager.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
241	The app is unable to delete user or license data from Keychain Access or Credential Manager.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
243	There was an issue on saving data to your computer.	Restart the app. Else, restart your computer.
244	There was an issue on saving data to your computer.	Sign out and sign back into the app. Else, restart the app. Else, restart your computer.
245	The Adobe certificates on the computer are corrupt.	Delete certificates starting with Adobe Intermediate CA and Adobe Content: If you are using a macOS computer, use Keychain Access. If you are using a Windows computer, use Certificate Manager.
246	The app is unable to save, read, or delete user or license data to Keychain Access or Credential Manager.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.
247	Occurs when the downloaded installer is invalid.	Reinstall the app.
248	The app is unable to save, read, or delete user or license data to Keychain Access or Credential Manager.	If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.

Error	Description	How to troubleshoot
251	The app detected an issue with the computer system clock.	Make sure that your machine's clock shows the correct time and is set to the correct time zone. For more, see this document. Else, connect to the Internet and launch the app.

Error	Description	How to troubleshoot
301	You have been signed out of the app and the sign-in screen displays.	Sign in to the app.
302	There appears to be a configuration issue on the Adobe servers.	Contact Us
303	There appears to be a configuration issue on the Adobe servers.	Contact Us
304	There appears to be a configuration issue on the Adobe servers.	Contact Us
306	Occurs due to a server configuration issue.	Contact Us
307	There appears to be a configuration issue on the Adobe servers.	Contact Us
308	An error was received from the Adobe servers.	Sign out and sign back in to the app.

Error	Description	How to troubleshoot
312	Occurs when the email Verification Status does not meet required policy.	Go to adobe.com, sign in, and then go to Manage Account. Else, Sign out and sign back in to adobe.com.
313	There is an issue with your user account.	Go to adobe.com, sign in, and then go to Manage Account.
314	Occurs when your IT Admin has flagged your account. It could be because the published content was reported inappropriate by the readers.	Contact Us
315	There is an issue with the subscription. For example, a payment error.	Go to adobe.com, sign in, and then go to Manage Account.
316	The service is unavailable with the subscriptions linked to the account.	Go to adobe.com, sign in, and then go to Manage Account.
318	Your password has changed.	Sign out and sign back in to the app.
319	The email address in your account needs an update.	Go to adobe.com, sign in, and then go to Manage Account.

Error	Description	How to troubleshoot
320	Your age verification is pending.	Go to adobe.com, sign in, and then go to Manage Account.
321	There is a configuration error on the Adobe servers.	Contact Us
322	The app is unable to contact the Adobe servers.	Check your network connectivity

Error	Description	How to troubleshoot
1010	There is a configuration error on the Adobe servers.	Sign out and sign back in to the app. Else: If you are using a macOS computer: Lock and unlock keychain. Else, log out of your computer and log back in. Else, restart your computer. If you are using a Windows computer: Restart Credential Manager. Else, restart your computer.

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