Press the Start key and type Services. Then press Enter to open Services manager.
Last updated on
Apr 14, 2025
Learn how to fix issues with your Creative Cloud app when it cannot store or retrieve user credentials or license information.
The Creative Cloud desktop app and Creative Cloud 2019 and later apps store user and license information in the macOS Keychain and Windows Credential Manager. You may encounter a licensing issue with your account if:
- You see an error stating the app can't access the Keychain (macOS) or Credential Manager (Windows) for user or license information.
- You're prompted to sign in repeatedly, even after doing so.
- Adobe apps unexpectedly switch to trial mode or show licensing errors.
To fix such common licensing issues, follow the solutions for your operating system.
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In the list of Services, select Credential Manager.
You can access Credential Manager in Windows Services. You can access Credential Manager in Windows Services. -
Select Restart.
Note:
If the given steps don't resolve the issue, sign out of your computer and sign back in.
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Press Windows + R to open the Run dialog box
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Enter certmgr.msc in the Run dialog box and select Enter to open Certificate Manager.
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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.
Delete all Adobe Intermediate CA and Adobe Content certificates from both Personal and AdobeCertStore folders. Delete all Adobe Intermediate CA and Adobe Content certificates from both Personal and AdobeCertStore folders. -
Close Certificate Manager after deleting the certificates, and restart the app.
Adobe User and Adobe App certificates may be outdated
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Select the Windows button and enter Credential Manager. Then go to Windows Credentials.
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Remove all certificates starting with Adobe User and Adobe App.
Remove all outdated Adobe User and Adobe App certificates from the Windows Credential Manager. Remove all outdated Adobe User and Adobe App certificates from the Windows Credential Manager. -
Restart the app.
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Press command + spacebar to open the Spotlight Search window. Type Terminal in the search and press return.
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In the Terminal dialog box, enter the following commands to lock and unlock Keychain access:
- Lock: security lock-keychain
- Unlock: security unlock-keychain
Note:
If the given steps do not resolve the issue, sign out of your computer and sign back in.
Adobe Intermediate CA and Adobe Content certificates may be outdated
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Press command + spacebar to open the Spotlight Search window. Type Keychain Access in the search and press return.
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In the Keychain Access window, select login under the Default Keychains section. In the search bar, enter Adobe Intermediate CA or Adobe Content to find any Adobe-related certificates.
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Delete all the Adobe-related certificates.
You can manage and view certificates, keys, and passwords stored in the user's keychains. You can manage and view certificates, keys, and passwords stored in the user's keychains. -
Restart the app to ensure the changes take effect.
Adobe User and Adobe App certificates may be outdated
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Press command + spacebar to open the Spotlight Search window. In the search box, type Keychain Access and press return.
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In the left pane, select login and Secure Notes.
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Delete all certificates starting with Adobe User and Adobe App.
You can manage passwords, secure notes, certificates, keys, and other sensitive information in the keychain access window. You can manage passwords, secure notes, certificates, keys, and other sensitive information in the keychain access window. -
Restart the app.
