Error
Use this document to troubleshoot licensing errors in Creative Cloud 2019 and later.
Choose an error number for details
Error |
Description |
How to troubleshoot |
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The app failed to connect to the Adobe servers to verify your license information. |
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The app attempted to connect to the Adobe servers but timed out. |
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If you are in the offline mode, stop your system clock from syncing with the Internet time. For Acrobat users on Windows: If you got this error message for Acrobat on Windows, especially when Trend Micro antivirus version 15.0 or earlier is installed and activated on your computer, learn how to fix it. |
Error |
Description |
How to troubleshoot |
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The app failed to download your profile or licensing data. |
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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:
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The app is unable to read the user and license information received from the Adobe servers. |
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The app is unable to obtain a valid response from the Adobe servers. |
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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:
If you are using a Windows computer:
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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:
If you are using a Windows computer:
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The app is unable to read user and license information on your computer. |
If you are using a macOS computer:
If you are using a Windows computer:
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The user and license information on your computer is corrupt. |
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The app in unable to delete user and license information on your computer. |
If you are using a macOS computer:
If you are using a Windows computer:
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Error |
Description |
How to troubleshoot |
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The app is unable to store or retrieve user or license data to Keychain Access or Credential Manager. |
If you are using a macOS computer:
If you are using a Windows computer:
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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:
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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:
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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:
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The app cannot connect to the Adobe servers and authenticate the user. OR The app has been running for a long time. |
If you are using a macOS computer:
If you are using a Windows computer:
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The app is unable to save your license information on your computer. |
If you are using a macOS computer:
If you are using a Windows computer:
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An invalid package of the app is installed on the computer. |
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There is an issue connecting to the Adobe servers. |
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The app cannot save data to Keychain or Credential Manager. |
If you are using a macOS computer:
If you are using a Windows computer:
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Error |
Description |
How to troubleshoot |
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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. |
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221 |
There is a mismatch of the user on this computer. |
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222 |
Appears to be an error on the Adobe servers. |
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223 |
Appears to be an error on the Adobe servers. |
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224 |
The Keychain or Credential Manager permissions are invalid.
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If you are using a macOS computer:
If you are using a Windows computer:
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225 |
The Keychain or Credential Manager permissions are invalid. |
If you are using a macOS computer:
If you are using a Windows computer:
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226 |
The Keychain or Credential Manager permissions are invalid. |
If you are using a macOS computer:
If you are using a Windows computer:
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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:
If you are using a Windows computer:
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229 |
The app encountered error while trying to fetch data related to your account. |
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Error |
Description |
How to troubleshoot |
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The app is unable to connect to the Adobe servers. |
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App is unable to connect to Adobe Account Management servers. |
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App is unable to connect to Adobe servers. |
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The app can't understand the response from the server. |
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The app data on the computer is corrupt. |
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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:
If you are using a Windows computer:
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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:
If you are using a Windows computer:
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Error |
Description |
How to troubleshoot |
---|---|---|
The app is unable to save user or license data to Keychain Access or Credential Manager. |
If you are using a macOS computer:
If you are using a Windows computer:
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The app is unable to delete user or license data from Keychain Access or Credential Manager. |
If you are using a macOS computer:
If you are using a Windows computer:
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There was an issue on saving data to your computer. |
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There was an issue on saving data to your computer. |
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The Adobe certificates on the computer are corrupt. |
Delete certificates starting with Adobe Intermediate CA and Adobe Content:
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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:
If you are using a Windows computer:
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Occurs when the downloaded installer is invalid. |
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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:
If you are using a Windows computer:
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Error |
Description |
How to troubleshoot |
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The app detected an issue with the computer system clock. |
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Error |
Description |
How to troubleshoot |
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You have been signed out of the app and the sign-in screen displays. |
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There appears to be a configuration issue on the Adobe servers. |
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There appears to be a configuration issue on the Adobe servers. |
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There appears to be a configuration issue on the Adobe servers. |
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Occurs due to a server configuration issue. |
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There appears to be a configuration issue on the Adobe servers. |
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An error was received from the Adobe servers. |
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Error |
Description |
How to troubleshoot |
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Occurs when the email Verification Status does not meet required policy. |
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There is an issue with your user account. |
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Occurs when your IT Admin has flagged your account. It could be because the published content was reported inappropriate by the readers. |
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There is an issue with the subscription. For example, a payment error. |
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The service is unavailable with the subscriptions linked to the account. |
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Your password has changed. |
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The email address in your account needs an update. |
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Error |
Description |
How to troubleshoot |
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Your age verification is pending. |
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There is a configuration error on the Adobe servers. |
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The app is unable to contact the Adobe servers. |
Error |
Description |
How to troubleshoot |
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There is a configuration error on the Adobe servers. |
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