User and license information issues | CC 2019

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User Guide

某些 Creative Cloud 应用程序、服务和功能在中国不可用。

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

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

Issue retrieving or storing license information

Adobe apps need to store and retrieve license information on your computer. Occasionally, an app is unable to store or retrieve this information because of issues in the license storage on your computer.
Follow the steps described below to resolve this issue

  1. Go to Applications > Utilities > Keychain Access.

  2. In the upper-left corner, under Keychains, click login.

    Keychain list

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

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

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

    Keychain password prompt
If the above steps do not resolve the issue, log out of your computer and log back in.

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

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

    Credential manager

  3. Click Restart.

If the above steps do not resolve the issue, restart your computer.

Remove Adobe Intermediate CA and Adobe Content certificates

Adobe apps download Adobe issued certificates on your computer. These certificates are required for Adobe apps to run. If these certificates are invalid, you need to remove Adobe certificates downloaded on your computer.
Follow the steps described below to fix this issue

  1. Open Windows Certificate Manager.

    In the Windows Run dialog, type certmgr.msc and press Enter.

  2. In the Certificate Manager, select and delete all certificates starting with Adobe Intermediate CA and Adobe Content.

    Remove certificates

  3. Restart the app.

  1. Open Keychain Access (Finder > Go > Utilities > KeyChain Access).

  2. In the left pane, click login under Keychains and Certificates under Category.

  3. Remove all certificates starting with Adobe Intermediate CA and Adobe Content.

    Remove certificates

  4. Restart the app.

Remove Adobe User and Adobe App certificates

Adobe apps download Adobe issued certificates on your computer. These certificates are required for Adobe apps to run. If these certificates are invalid, you need to remove Adobe certificates downloaded on your computer.
Follow the steps described below to fix this issue

  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.

    Remove certificates

  3. Restart the app.

  1. Open Keychain Access (Finder > Go > Utilities > KeyChain Access).

  2. In the left pane, click login under Keychains and Secure Notes under Category.

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

    Remove certificates

  4. Restart the app.

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