User and license information issues | CC 2019

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

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

Issue retrieving or storing license information

  1. Go to Applications > Utilities > Keychain Access.

  2. In the upper-left corner, select login.

    Keychain list

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

    If the keychain is unlocked, select 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, sign out of your computer and sign back in.

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

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

  3. Select Restart.

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

Remove Adobe Intermediate CA and Adobe Content certificates

  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. Go to Finder > Go > Utilities > KeyChain Access.

  2. In the left pane, select login and Certificates.

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

    Cancel Certs

  4. Restart the app.

Remove Adobe User and Adobe App certificates

  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.

  3. Restart the app.

  1. Go to Finder > Go > Utilities > KeyChain Access.

  2. In the left pane, select login and Secure Notes.

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

    Cancel Certs

  4. Restart the app.

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