Use this document to troubleshoot licensing errors in CC 2019.

Error numbers and descriptions

Choose an error number for details

Network errors

Error Description How to troubleshoot
102

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.
106 The app attempted to connect to the Adobe servers but timed out.

Certificate or credential errors

Error

Description How to troubleshoot
201

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.
202 Adobe issued certificates are required to be download on your computer for Adobe apps to run. This error occurs when these certificates are either missing or invalid.
Delete certificates starting with Adobe Intermediate CA and Adobe Content:
203 The app is unable to read the user and license information received from the Adobe servers.
  • 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.
204 The app is unable to obtain a valid response from the Adobe servers.
  • 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.
205 The app is unable to store your profile and licensing information in the secure storage (keychain in macOS and Credential manager in Windows) on your computer.

If you are using a macOS computer:

If you are using a Windows computer:

206 There is an issue with the app reading the authentication-related information from Keychain Access (for macOS) or Credential Manager (for Windows).

If you are using a macOS computer:

If you are using a Windows computer:

207

The app is unable to read user and license information on your computer.

If you are using a macOS computer:

If you are using a Windows computer:

208 The user and license information on your computer is corrupt.
  • Sign out and sign back in to the app.
209 The app in unable to delete user and license information on your computer.
  • Sign out and sign back in to the app.
  • Else:

If you are using a macOS computer:

If you are using a Windows computer:

Error Description How to troubleshoot
210 The app is unable to store or retrieve user or license data to Keychain Access or Credential Manager.
  • Sign out and sign back in to the app.
  • Else:

If you are using a macOS computer:

If you are using a Windows computer:

211 The user or license data store in Keychain Access or Credential Manager appears to be invalid.
Delete certificates starting with Adobe User and Adobe App:
212 The user or license data store in Keychain Access or Credential Manager appears to be invalid.

Delete certificates starting with Adobe User and Adobe App:

 213 The user or license data store in Keychain Access or Credential Manager appears to be invalid.

Delete certificates starting with Adobe User and Adobe App:

214

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:

If you are using a Windows computer:

215 The app is unable to save your license information on your computer.

If you are using a macOS computer:

If you are using a Windows computer:

216 An invalid package of the app is installed on the computer.
  • Restart the app.
  • Else, uninstall and reinstall the app.
217 There is an issue connecting to the Adobe servers.
  • Restart the app.
219 The app cannot save data to Keychain or Credential Manager.

If you are using a macOS computer:

If you are using a Windows computer:

Error Description How to troubleshoot
220

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.
221 There is a mismatch of the user on this computer.
222 Appears to be an error on the Adobe servers.
  • Restart the app.
  • Else, reinstall the app.
223 Appears to be an error on the Adobe servers.
  • Restart the app.
224
The Keychain or Credential Manager permissions are invalid.

If you are using a macOS computer:

If you are using a Windows computer:

225  The Keychain or Credential Manager permissions are invalid.

If you are using a macOS computer:

If you are using a Windows computer:

226 The Keychain or Credential Manager permissions are invalid.

If you are using a macOS computer:

If you are using a Windows computer:

227

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:

If you are using a Windows computer:

229 The app encountered error while trying to fetch data related to your account
  • Sign out and sign back into the app.
  • Else, Sign in using the Creative Cloud desktop app.
  • Else, Sign in using a different account.
Error Description How to troubleshoot
230  The app is unable to connect to the Adobe servers.
  • Sign out and sign back in to the app.
  • Else, Sign in using a different account.
  • Else, restart your computer.
232 App is unable to connect to Adobe Account Management servers.
233 App is unable to connect to Adobe servers.
  • Sign out and sign back in to the app.
  • Sign in using a different account.
236 The app can't understand the response from the server.
237 The app data on the computer is corrupt.
  • Sign out and sign back in to the app.
238 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:

If you are using a Windows computer:

239 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:

If you are using a Windows computer:

Error Description How to troubleshoot
240   The app is unable to save user or license data to Keychain Access or Credential Manager.

If you are using a macOS computer:

If you are using a Windows computer:

241 The app is unable to delete user or license data from Keychain Access or Credential Manager.

If you are using a macOS computer:

If you are using a Windows computer:

243 There was an issue on saving data to your computer.
  • Restart the app.
  • Else, restart your computer.
244 There was an issue on saving data to your computer.
  • Sign out and sign back into the app.
  • Else, restart the app.
  • Else, restart your computer.
245  The Adobe certificates on the computer are corrupt.

Delete certificates starting with Adobe Intermediate CA and Adobe Content:

246 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:

If you are using a Windows computer:

247 Occurs when the downloaded installer is invalid.
  • Reinstall the app.
248 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:

If you are using a Windows computer:

Error Description How to troubleshoot
251 The app detected an issue with the computer system clock.
  • 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.

Identity errors

Error Description

How to troubleshoot

301

You have been signed out of the app and the sign-in screen displays.
  • Sign in to the app.
302

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

303 There appears to be a configuration issue on the Adobe servers.
304

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

306

Occurs due to a server configuration issue.

307 There appears to be a configuration issue on the Adobe servers.
308

An error was received from the Adobe servers.

  • Sign out and sign back in to the app.
Error Description

How to troubleshoot

312 Occurs when the email Verification Status does not meet required policy. 
  • Go to adobe.com, sign in, and then go to Manage Account.
  • Else, Sign out and sign back in to adobe.com.
313 There is an issue with your user account.
  • Go to adobe.com, sign in, and then go to Manage Account.
314 Occurs when your IT Admin has flagged your account. It could be because the published content was reported inappropriate by the readers.
315               

There is an issue with the subscription.

For example, a payment error.

  • Go to adobe.com, sign in, and then go to Manage Account.
316 The service is unavailable with the subscriptions linked to the account.
  • Go to adobe.com, sign in, and then go to Manage Account.
318 Your password has changed.
  • Sign out and sign back in to the app.
319 The email address in your account needs an update.
  • Go to adobe.com, sign in, and then go to Manage Account.
Error Description How to troubleshoot
320 Your age verification is pending. 
  • Go to adobe.com, sign in, and then go to Manage Account.
321           There is a configuration error on the Adobe servers.
322 The app is unable to contact the Adobe servers.

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