Adobe Creative Cloud Troubleshooting

If you experience an issue logging into Adobe Creative Cloud or receive an error message, try the troubleshooting steps below. If you are unable to resolve the issue, contact the ITS Service Desk.

Issues logging in to Adobe Creative Cloud

If you entered an incorrect email or used a username and password on the Adobe sign-in screen, you may not be redirected to a WVU Login page. You can click the Sign in with Enterprise ID link if it is available, or you may need to close out of the Adobe Creative Cloud window, reopen it, and try signing in again. See the Install Adobe Creative Cloud for instructions to install and sign in for the first time.

Some Mac users experience problems logging into the Adobe Creative Cloud Desktop application. If you log in with your WVU Login credentials but receive an error message saying "You have been signed out" multiple times, rename or remove the Adobe folder in Library/Application Support and relaunch the application.

1. Sign out of the Adobe Creative Cloud Desktop App.

2. Click Go from the menu at the top of the screen.

3. From the list, choose Go to folder.

4. Copy and paste /Library/Application Support/ into the search box then click Go.

5. Rename or copy/paste and delete the Adobe folder from Application Support (to back it up it in case of an error).

6. Relaunch the Adobe Creative Cloud Desktop application and log in. 

Unable to see Adobe Creative Cloud apps after installation

If you have been approved to install Adobe Creative Cloud, your license will not be assigned until the next day. You will be able to log in immediately, but you will not see any apps until the license is assigned.

If you have a personal Adobe ID, make sure you are using your WVU email account to log in.

"You've reached your device activation limit" error message

You can sign into Adobe Creative Cloud on two devices. If you sign into a third device, you will be asked to choose which device you would like to sign out of. Click sign out for the device you would like to deactivate and click continue to open the app.

"You don't have access to manage apps" error message

Follow these troubleshooting steps for your Windows or Mac computer.

Windows 10:

1. Sign out of the Adobe Creative Cloud Desktop App.

2. Browse to the following folder: C:\Program Files (x86)\Common Files\Adobe\OOBE\Configs

3. Delete the ServiceConfig.xml file.

4. Open the Adobe Creative Cloud Desktop App and sign in.

5. The apps should now show when clicking Apps from the top menu.

Mac:

1. Sign out of the Adobe Creative Cloud Desktop App.

2. Click Go from the menu at the top of the screen.

3. From the list, choose Go to folder.

4. Copy and paste /Library/Application Support/Adobe/OOBE/Configs into the search box then click Go.

5. Click the ServiceConfig.xml file and choose Move to Trash.

6. Open the Adobe Creative Cloud Desktop App and sign in.

7. The apps should now show when clicking on Apps from the top menu.

Note: If you don’t sign out before deleting the ServiceConfig.xml, the apps will not show and you will need to sign out and back into Adobe Creative Cloud.

Blue or black screen with minimized windows after installing Adobe Creative Cloud Desktop App

After installing the Adobe Creative Cloud Desktop app, your screen may turn blue or go blank with all windows minimized. This happens when the installations closes File Explorer. Press the CTRL+ALT+DEL keys to bring up Task Manager. Select File from the top of the window and click Run New Task. Enter explorer.exe. This should restore all windows, including the Adobe installation. If these steps do not restore your windows, try restarting your computer.

"Sorry something went wrong. Please try launching Acrobat first or contact your administrator" error message

If you receive this error message on your Mac computer, follow the steps below: 

1. Open your Library folder.

   1. Open Finder.

   2. Click Go in the menu bar

   3. Hold the Option key to reveal the Library folder in the drop-down list.

   4. Select Library, and then select Preferences.

2. Look for com.adobe.acrobat.pro.plist and remove it from the folder.

3. Download the new com.adobe.acrobat.pro.DC.plist file using this download link. 

4. Place the new file in the Preferences folder.

5. Launch the Acrobat application.