Licensing errors | Creative Cloud 2019

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.

• Check your network connectivity.
• Else, this may be due to a Low-bandwidth connection. Try using a faster Internet connection

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.

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.

• If you are using a macOS computer, use Keychain Access.
• If you are using a Windows computer, use Certificate Manager.

• 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.

• 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.

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

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.

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.

• Sign out and sign back in to the app.

• 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.

• 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.

• If you are using a macOS computer, use Keychain Access.
• If you are using a Windows computer, use Certificate Manager.

• 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.

• 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.

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.

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.

• Restart the app.
• Else, uninstall and reinstall the app.

• Restart the app.

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.

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.

• Restart the app.
• Else, if you are using a virtual desktop, check your VDI environment setup.

• Restart the app.
• Else, reinstall the app.

• Restart the app.

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.

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.

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.

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.

• Sign out and sign back into the app.
• Else, Sign in using the Creative Cloud desktop app.
• Else, Sign in using a different account.

• Sign out and sign back in to the app.
• Else, Sign in using a different account.
• Else, restart your computer.

• Go to manage account directly from your browser.
• Else, Check your network connectivity.

• Sign out and sign back in to the app.
• Sign in using a different account.

• Contact Us

• Sign out and sign back in to the app.

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.

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.

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.

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.

• Restart the app.
• Else, restart your computer.

• Sign out and sign back into the app.
• Else, restart the app.
• Else, restart your computer.

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.

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.

• Reinstall the app.

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.

• 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.

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• Sign in to the app.

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

• Contact Us

• Contact Us

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

• Contact Us

Occurs due to a server configuration issue.

• Contact Us

• Contact Us

An error was received from the Adobe servers.

• Sign out and sign back in to the app.

• Go to adobe.com, sign in, and then go to Manage Account.
• Else, Sign out and sign back in to adobe.com.

• Go to adobe.com, sign in, and then go to Manage Account.

• Contact Us

There is an issue with the subscription.

For example, a payment error.

• Go to adobe.com, sign in, and then go to Manage Account.

• Go to adobe.com, sign in, and then go to Manage Account.

• Sign out and sign back in to the app.

• Go to adobe.com, sign in, and then go to Manage Account.

• Go to adobe.com, sign in, and then go to Manage Account.

• Contact Us

• Check your network connectivity

• 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.