User and license information issues | Creative Cloud 2019 and later

The Creative Cloud desktop app and Adobe Creative Cloud 2019 and later apps store user and license information in the macOS Keychain and the Windows Credential Manager.

This article covers different resolutions for issues that your app encounters when storing or retrieving user or license information in Keychain or Credential Manager.

Restart Credential Manager or lock and unlock Keychain Access

  1. Open Services manager (press the Start key and type Services).

  2. In the list of Services, right-click on Credential Manager.

  3. Select Restart.

  1. Go to Applications > Utilities > Keychain Access.

  2. In the upper-left, select login.

    Keychain list

  3. If the keychain is locked, select the icon to unlock it.

    If the keychain is unlocked, select the icon once to lock it and then again to unlock it.

  4. If prompted, enter your password to lock or unlock the key.

    Keychain password prompt

If the above steps do not resolve the issue, sign out of your computer and sign back in.

Remove Adobe Intermediate CA and Adobe Content certificates

  1. Press Windows + R simultaneously to open the Run dialog box.

  2. Enter certmgr.msc in the Run dialog box and press Enter to open Certificate Manager.

  3. In Certificate Manager, expand the AdobeCertStore folder and select Certificates. In the list of certificates, delete all certificates beginning with Adobe Intermediate CA or Adobe Content.

    Similarly, delete all the Adobe Intermediate CA and Adobe Content certificates in the Personal folder. 

    Certificate Manager window displaying all the certificates under AdobeCertStore with options to Cut, Copy, Delete, and so on.
    Delete all Adobe Intermediate CA and Adobe Content certificates from both Personal and AdobeCertStore folders.

  4. Close Certificate Manager after deleting the certificates, and restart the app.

  1. Press Command + Spacebar to open Spotlight, then type Keychain Access and press Enter.

  2. In the Keychain Access window, select login under the Default Keychains section on the left.  In the search bar on the top right, enter Adobe Intermediate CA or Adobe Content to search for any certificates that begin with those names.

  3. Select each certificate and delete them by right-clicking and choosing "Delete" or by pressing the "Delete" key on your keyboard.

    Delete Adobe certificates

  4. Restart the app to ensure the changes take effect.

Remove Adobe User and Adobe App certificates

  1. Open the Credential Manager (Select the Start button and type Credential Manager) and go to Windows Credentials.

  2. Remove all certificates starting with Adobe User and Adobe App.

  3. Restart the app.

  1. Go to Go > Utilities > KeyChain Access.

  2. In the left pane, select login and Secure Notes.

  3. Delete all certificates starting with Adobe User and Adobe App.

    Cancel Certs

  4. Restart the app.

 Adobe

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The Creativity Conference

Oct 14–16 Miami Beach and online