Resolve sign-in errors for teams & enterprise users

Your users are having issues signing into their apps and services? Learn how to resolve such issues in a school or organization.

Applies to: Teams and Enterprise end users

Error: Access denied

Applies to: Enterprise Admins

Possible causes for this error:

  • The first name, last name, or email address being sent in the SAML assertion does not match the information entered in the Admin Console.
  • The user isn't associated to the right product, or the product is not associated with the correct entitlement.
  • The SAML username is coming across as something other than an email address. All users must be in the domain you claimed as part of the setup process.
  • Your SSO client utilizes JavaScript as part of the login process, and you're attempting to sign into a client that doesn't support JavaScript (such as Creative Cloud Packager).

How to resolve:

  • Verify the dashboard configuration for the user: user information and product profile.
  • Run a SAML trace and validate that the information being sent matches the dashboard, and then correct any inconsistencies.

Error: Another user is currently logged in

Applies to: Enterprise Admins

Occurs when the attributes sent in the SAML assertion do not match the email address that was used to start the login process.

Check and ensure that the user's email address to log in matches the following:

  • User's email address listed in the Admin Console
  • User's username passed back in the NameID field of the SAML Assertion

Reached device login limit

Applies to: Teams and enterprise End users

Your Creative Cloud subscription lets you install your apps on two devices. When you sign in to a device and Adobe detects that you have exceeded your device activation limit, you are prompted with a message indicating this. This article describes the different device activation limit scenarios and what you can do in each case.

You can also learn more about the number of devices on which you can use your Creative Cloud subscription.

Error: Personal account deactivated

Applies to: Teams and enterprise End users

If you're unable to access Adobe apps and services:

  1. Sign-out and sign back into your account. You can do this either from within the app or service that you're using. Or go to your account on adobe.com.

  2. Contact the IT admin in your organization or institution

Applies to: Teams and enterprise Admins

  1. Ensure that you've added the user on the Adobe Admin Console. See how to manage users.

  2. Or, (For teams) Ensure that you've assigned appropriate licenses to the user.

  3. Or,  (For enterprises and institutions) Ensure that you've assigned the user to a product profile.

Error: Unable to reach servers

Applies to: Teams and enterprise End users

Try the following solutions in order.

  1. Check and install pending operating system updates.

  2. Create a new administrator account.

  3. Troubleshoot network and connectivity issues.

See the detailed procedures outlined above.

Error: Access temporarily disabled

Applies to: Teams and enterprise End users

If you're unable to access Adobe apps and services:

  1. Sign-out and sign back into your account. You can do this either from within the app or service that you're using. Or go to your account on adobe.com.

  2. Contact the IT admin in your organization or institution

Applies to: Teams and enterprise Admins

  1. Ensure that you've added the user on the Adobe Admin Console. See how to manage users.

  2. Or, (For teams) Ensure that you've assigned appropriate licenses to the user.

  3. Or,  (For enterprises and institutions) Ensure that you've assigned the user to a product profile.

Error: Try Again

Applies to: Enterprise Admins

This error typically occurs after user authentication has succeeded and Okta has successfully forwarded the authentication response to Adobe.

In the Adobe Admin Console, validate the following:

On the Identity tab:

  • Ensure that the associated domain has been activated.

On the Products tab:

  • Ensure that the user is associated to the correct product nickname and in the domain, you claimed to be configured as Federated ID.
  • Ensure that the product nickname has the correct entitlement(s) assigned to it.

On the Users tab:

  • Ensure that the username of the user is in the form of a complete email address.

Error: can't reach adobe servers or my account has been disabled

Applies to: Teams and enterprise End users

Try the following solutions in order.

  1. Check and install pending operating system updates.

  2. Create a new administrator account.

  3. Troubleshoot network and connectivity issues.

See the detailed procedures outlined above.

Error: Unauthorized app version

Applies to: Teams and enterprise End users

If you're unable to access Adobe apps and services:

  1. Sign-out and sign back into your account. You can do this either from within the app or service that you're using. Or go to your account on adobe.com.

  2. Contact the IT admin in your organization or institution

Applies to: Teams and enterprise Admins

  1. Ensure that you've added the user on the Adobe Admin Console. See how to manage users.

  2. Or, (For teams) Ensure that you've assigned appropriate licenses to the user.

  3. Or,  (For enterprises and institutions) Ensure that you've assigned the user to a product profile.

Error: license expired

Applies to: Teams and enterprise End users

If you're unable to access Adobe apps and services:

  1. Sign-out and sign back into your account. You can do this either from within the app or service that you're using. Or go to your account on adobe.com.

  2. Contact the IT admin in your organization or institution

Applies to: Teams and enterprise Admins

  1. Ensure that you've added the user on the Adobe Admin Console. See how to manage users.

  2. Or, (For teams) Ensure that you've assigned appropriate licenses to the user.

  3. Or,  (For enterprises and institutions) Ensure that you've assigned the user to a product profile.

OKTA 400 Error

Applies to: Enterprise Admins

Validate that the proper SAML assertion is being sent:

  • Validate that the identity provider passes the following attributes (case-sensitive) in the SAML assertion: FirstName, LastName, Email. If these attributes are not configured in the IdP to be sent over as part of the SAML 2.0 Connector configuration, the authentication will not work.
  • Not having a NameID element in the subject. Validate that the Subject element contains a NameId element. It must be equal to the Email attribute, which should be the email address of the user that you want to authenticate.
  • Spelling errors especially easily overlooked ones like https vs http.
  • Validate that the correct certificate was provided. IDPs must be configured to use uncompressed SAML request/responses.

For details, see Error 400 bad request.

Error: You've previously signed in with Google

Applies to: Teams and enterprise End users

You were previously able to sign in to your Adobe account with Facebook, Google, or Apple (social account). Now, you are unable to sign in with your social account, or don't have access to your social account anymore.

Sign in with your organization or institution account. For details on your company or institution account, Contact your IT admin.

Error: Please update your payment information.

Applies to: Teams Admins

To update the credit card details, billing address, or tax identification number on your account, you must have purchased your Teams membership directly from Adobe.com and you must be the contract owner of the account. For details, see how to update your payment details

Network Error

Applies to: Teams and enterprise End users

This error is usually cause by poor network connectivity. Check the following possible Network error issues and resolutions.

Error: Unable to reach Adobe servers

Applies to: Teams and enterprise End users

Try the following solutions in order.

  1. Check and install pending operating system updates.

  2. Create a new administrator account.

  3. Troubleshoot network and connectivity issues.

See the detailed procedures outlined above.

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