Licensing errors | Creative Cloud 2019

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

Error numbers and descriptions

Choose an error number for details

Network errors

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.

 

We can't verify your subscription status

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.

Certificate or credential errors

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:

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:

If you are using a Windows 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:

If you are using a Windows computer:

207

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:

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:

If you are using a Windows 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:

If you are using a Windows 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:

212

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:

 213

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:

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:

If you are using a Windows computer:

215

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:

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:

If you are using a Windows 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.

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:

If you are using a Windows computer:

225 

The Keychain or Credential Manager permissions are invalid.

If you are using a macOS computer:

If you are using a Windows computer:

226

The Keychain or Credential Manager permissions are invalid.

If you are using a macOS computer:

If you are using a Windows 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:

If you are using a Windows 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.

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.

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:

If you are using a Windows 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:

If you are using a Windows 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:

If you are using a Windows 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:

If you are using a Windows 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:

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:

If you are using a Windows 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:

If you are using a Windows 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.

Identity errors

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.

303

There appears to be a configuration issue on the Adobe servers.

304

There appears to be a configuration issue on the Adobe servers.

306

Occurs due to a server configuration issue.

307

There appears to be a configuration issue on the Adobe servers.

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.

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.

322

The app is unable to contact the Adobe servers.

Server-Initiated Errors

Error

Description

How to troubleshoot

1010

There is a configuration error on the Adobe servers.

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