Troubleshoot Adobe Story AIR app issues

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Adobe Story User Guide
Applies to: Adobe Story

某些 Creative Cloud 应用程序、服务和功能在中国不可用。

Note:

Adobe ended the Adobe Story CC service on January 22, 2019. Both Adobe Story CC and the Adobe Story CC (Classic) are discontinued. The Adobe Story CC offline application has also ended. See End of service FAQ for more information.

Issue Solution/workaround
Failure while updating the app

* Reinstall the Story AIR app from http://story.adobe.com/AIR/AdobeStory.air. Reinstalling the app doesn't result in data loss.
Note: On Mac OS, before reinstalling the app, ensure that all previous installations of the app are removed. To search for old installations, search for "adobe story" in Spotlight.
...
If reinstalling the app doesn't solve the issue, send the installer logs to the Story team at AdobeStory-Support@adobe.com.

Follow these steps to obtain the installer logs:
...

Obtain the logs on Mac OS

1. Open the Console application from the Applications/Utilities folder.

2. Select System.log from the log list.

3. In the String Matching filter field, type Adobe AIR.

4. Select all text and then copy-paste it into a text file.

5. Send the text file to the Story team.

Obtain the logs on Windows

  1. Ensure that you can view hidden folders.
  2. Navigate to the following folder, replacing <user name> with your login name:
    Windows 7:     C:\Users\<user name>[AppData ]\Local\Adobe\AIR\logs
    Vista:     C:\Users\<user name>[AppData ]\Local\Adobe\AIR\logs
    XP:     C:\Documents and Settings\<user name>\Local Settings\Application Data\Adobe\AIR\logs
  3. Send install.log to the Story team.
Story CC (Classic) - Login issues
 Adobe Story is now a paid subscription-based product. New Story Free users can use the app through a Web browser. However, these users can't use the Story AIR app.

If you're a Story CC (Classic) user and have been using the AIR app, write to AdobeStory-Support@adobe.com with details of any login issues.
Story CC - Login issues

Mac OS

  1. Close Adobe Story.
  2. Go to ~/Library/Application Support/Adobe/AIR/ELS/.
  3. Rename the folder com.adobe.adobestory to a different name. Append some valid characters at the end of the name.
  4. Launch Adobe Story and log in again.

Windows

  1. Close Adobe Story.
  2. Go to %appdata%Adobe/AIR/ELS/.
  3. Rename the folder com.adobe.adobestory to a different name. Append some valid characters at the end of the name.
  4. Launch Adobe Story and log in again.
Login issues after upgrading to AIR 3.4
 Uninstall AIR 3.4 and install AIR 3.3 or AIR 3.6. You can download these versions of AIR from http://get.adobe.com/air/otherversions/.

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