Common licensing errors

As you use CC 2019 apps, if you encounter one of these common errors, read on for details and solutions.

Keychain or Credential Manager issues

On macOS, if you see an Adobe Licensing dialog box trying to access Keychain, see this document.

If you get an error that Adobe license certificates installed in the Keychain or Certificate Store are shown as not trusted, see this document.

Operating Guest accounts not supported

Installing and using Adobe Creative Cloud apps on Guest accounts is not recommended or supported. For more information, see Guest accounts are not supported | CC 2019

Subscription and app language settings do not match

Some subscriptions have specific language restrictions associated with them. For more information, see this document.

Lightroom Classic CC asks you sign in after update

If the previous installation of Lightroom Classic CC was licensed and deployed by the IT admins using an enterprise serial number, the end users should not update to the latest version of Lightroom Classic. Click here for more information on reverting to a prior version to re-enable access.


Connectivity issues

If your machine is unable to connect to Adobe's activation servers, follow the below steps, in the order presented, to troubleshoot the issue.

Check your network connectivity

  • Operating system hosts files map host names to IP addresses. An incorrectly configured hosts file can affect your computer's ability to connect to Adobe's servers. To check and verify your hosts file, see this document.

Proxy support

For information on various levels of support for proxy environments in Creative Cloud applications and services, see Proxy support in Creative Cloud products.

On macOS, sometimes Adobe apps prompt for proxy credentials even if it is already provided in Creative Cloud desktop app. For more information, see this page.


Activation issues

Activation connects an app or service to a valid user license. For most apps, the process is straightforward and happens automatically when you sign in. However, errors can sometimes occur if you’re unable to connect to the activation server, your license isn’t active, or you’re trying to install an app on more than two computers.

Here are solutions to some common activation problems.

We can't verify your subscription

Confirm that your credit or debit card number, expiration date, billing address, and phone number are entered correctly, without spaces or dashes. Update your credit card and billing information.

If you are using a corporate card, ensure that you are using the name and billing address of the cardholder, not your own. Verify the correct name and billing address with the cardholder or your accounting department.

Ensure that your birth date is correct

A missing or invalid birth date can affect your eligibility to use Creative Cloud. For more information, see Error: You are not eligible to use Creative Cloud.

Adobe license certificates are shown as not trusted

If you observe that the Adobe license certificates installed in the Keychain or Certificate Store are shown as not trusted, see this page.

Find help for specific error codes

If you encounter an error with a specific error code, see Licensing errors | CC 2019.


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