Solve common Creative Cloud activation (sign-in) and deactivation (sign-out) issues.

Activation (sign-in) issues

How do I activate Creative Cloud apps?

Activation—connecting an app with a valid user license—is automatic for most apps. In some situations, activation errors make it necessary to activate your apps manually.

To activate your Creative Cloud app, launch the app, choose Help > Sign In, and sign in with your Adobe ID and password. For detailed instructions, see Sign in and sign out to activate Creative Cloud apps.

Signing in activates your Creative Cloud license and all installed apps and services associated with your Adobe ID on that computer. It’s a simple process, but errors can occur—for example, if you’re unable to connect to Adobe’s activation servers.

Here are solutions to some common Creative Cloud activation problems.

Note:

If you are having issues activating a Creative Suite product, Photoshop Elements, or Premiere Elements, see Activation and deactivation troubleshooting.

Are your computer's date and time correct?

An inaccurate computer system clock can cause activation problems. Did you reset your computer’s date and time recently? Check that your computer's system clock is set to the correct date and time.

Are you connected to the Internet?

Make sure that you are connected to the Internet before you sign in to Creative Cloud. If you are connected and you still get Internet connection errors, your computer may not be recognized by the Adobe activation server.

Try the solutions in Advanced connectivity troubleshooting. Or, have your Adobe ID ready, and then contact us.

Is the app installed on too many computers?

If you purchased an individual plan for Creative Cloud, you can install the software on two computers. However, you can use it on only one computer at any given time. To install Creative Cloud on a third computer, you must deactivate the apps on one of the first two computers.

Ensure that you are connected to the Internet, launch any of your Creative Cloud apps, and
choose Help > Sign Out (your Adobe ID).

For detailed instructions and steps on how to deactivate from the Adobe accounts page, see Activate and deactivate products.

If you want to run an app on multiple computers simultaneously, purchase another license from the Adobe store.

Have you lost access to the computer?

If you don't have access to the previous computer on which you installed Creative Cloud—whether it was lost, was stolen, crashed, or locked—you can deactivate the apps from your accounts page on adobe.com.

Sign in to the Adobe accounts page with your Adobe ID. Under Plans & Products, click Manage plan. Under Activated devices, click the x next to your previous device.

For more detailed instructions, see Deactivate a device.

If you need help, have your Adobe ID ready, and then contact us.

Activation or sign-in errors

Here are some common activation error codes and their solutions.

Error code Issue or error message Solution
  Activation limit reached See "Activation limit reached" or "Sign-in failed" error
  I’m unable to sign in to Creative Cloud or launch a Creative Cloud app.

Make sure that you’re connected to the Internet, and try again.

If you receive an error message, find your error and its recommended solution in this table.

If the error you received isn’t listed here, contact us.

  I’m trying to launch a Creative Cloud app, but keep getting prompted to enter a serial number. I thought I didn’t need a serial number for Creative Cloud.
You don’t. See Creative Cloud app asks for serial number.
  “We are unable to activate [app name]. Product activation is required to use this product.” First, make sure that you are connected to the Internet and that your computer's date and time are correct. If this doesn't resolve the issue, see Advanced connectivity troubleshooting for instructions on how to reset your host file.
  “Please connect to the Internet and retry.”
  “Either your computer is offline or the
clock on your computer is set incorrectly, causing a connection error. An Internet connection is required. Please connect to the Internet or adjust your clock and try again.”
12001
12002
12004
12004
12005
ERROR_INTERNET_<...> An Internet connection is not detected. Causes include connection timeouts due to firewall settings and failure to resolve a host name due to proxy settings. Check your firewall or proxy settings, and try again. See Advanced connectivity troubleshooting for more information.
194:110 Activation failed You have already initiated the “Deactivate All” process within the last 72 hours. You can attempt the process again at the end of the 72-hour period. Alternatively, you can contact us. Have your Adobe ID ready.
194:112 Client clock out of sync
Your computer clock time is incorrect. Set your computer clock to the correct date and time.
208:1
208:2
208:3
Error_NetworkFailure An Internet connection is not detected. Causes include connection timeouts due to firewall settings and failure to resolve a host name due to proxy settings. Check your firewall or proxy settings, and try again. See Advanced connectivity troubleshooting for more information.

213:5

213:10

  These errors are due to a read-only SLStore
folder. See Configuration error | CC, CS.

Need to work offline?

The Creative Cloud software makes a call to Adobe servers once a day to verify the account status. If
the account is in good standing (that is, payment is up-to-date) when the last call happens, the software status is refreshed to run for at least 99 days while being offline.

Note:

Signing out and signing back in (while online) just before going offline for a long period ensures that the software works for at least 99 days without needing to connect.

The software still reminds you to connect to the Internet during this time. These reminders can be suppressed until the last 30 days, when a daily message prompts you to go online and refresh the software status.

For more information, see Internet connectivity, offline grace period, and reminders.

Deactivation (sign-out) issues

Deactivation disconnects an app from a user license. To deactivate Creative Cloud apps, you simply sign out from Creative Cloud. You can sign out from the Creative Cloud desktop app or from any of the individual Creative Cloud apps. You can also sign out from your account page. For more information, see Sign out from Creative Cloud and Sign out from account page.

Signing out deactivates all installed Creative Cloud apps and services associated with your Adobe ID on that computer. The apps are still installed, but they are no longer connected to a valid license. Here are solutions to common deactivation issues:

Issue Solution
I uninstalled my apps without deactivating them first.

Uninstalling an app does not deactivate it. Here’s how to deactivate an app that you uninstalled:

Sign in to the Adobe accounts page with your Adobe ID. Under Plans & Products, click Manage plan. Under Activated devices, click the x next to the device from which you unistalled your apps.

For more detailed instructions, see Sign out from account page.

If you need help, have your Adobe ID ready, and then contact us.

I’m trying to install Creative Cloud apps on a third computer, but it’s not working.

A single license for Creative Cloud lets you install applications on two computers—for example, at home and at the office. If you want to install apps on a third computer, sign out of Creative Cloud on one of your other devices. Then, sign in to Creative Cloud on the new computer.

You can also deactivate one of your computers from your account page on adobe.com so you can sign in on a new computer.

I can't access my previous computer

If you cannot access the previous computer on which you installed the
app—whether it was stolen, was lost, crashed, or locked—you can deactivate it from your account page on adobe.com.

If you need help, have your Adobe ID ready, and then contact us.

I changed my hardware/OS without deactivating first

Did you upgrade your computer's hardware, replace a hard drive, upgrade your operating system, or reformat your computer before deactivating your software?

You need to deactivate the computer from the Adobe account page and then sign in to Creative Cloud again.

Activation FAQ

What is activation?

Activation is the process by which Adobe validates your software to detect and prevent fraud and abuse of Adobe products and services. Activation involves the sending of information to Adobe at various times, such as at download, installation, uninstallation, serialization, launch, and during update checks for Adobe software. Adobe may also use this information, alone or with other information Adobe may have, to (i) provide you with appropriate license renewal options, and (ii) to help us understand Adobe software usage, so we may engage and retain our customers.

What information is collected during activation?

The following types of information may be sent to Adobe during activation:

Identifiers (IDs)

  • Unique IDs (generated by Adobe) specific to your machine and to the license you have purchased for the software. These IDs cannot be used to locate your machine or identify you personally.
  • Your Adobe ID if you have logged in to Adobe as part of the installation, update, or use of the Adobe software. The Adobe ID personally identifies you and links to all information that you have provided to Adobe while creating or using your Adobe account. If you or your company uses an administrator or other authorized party for the foregoing, we may also receive the Adobe ID of that party.
Installed Adobe product information
  • Serial numbers associated with the installed product licenses
  • Product name and version number; license type purchased
  • Version of End-User License Agreement associated with the software
  • The number of times you have launched an Adobe application since the last activation, for each application that is associated with the product license
Operating system information
  • Operating system type and version
  • Locale (language dialect and writing system) in use
  • Local machine time (including time zone)
  • Machine name
  • MAC address
IP address
Your Internet service provider (ISP) assigns an IP address to you. Adobe receives this IP address as part of the activation process.

This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported License  Twitter™ and Facebook posts are not covered under the terms of Creative Commons.

Legal Notices   |   Online Privacy Policy