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How To Fix The Adobe Creative Cloud Login Error

I’m going to show you how to fix the Adobe Creative Cloud login error that plagued me last week. Here’s hoping you don’t lose several days of access to your Creative Cloud account, as I did.

Adobe Creative CloudAdobe Creative Cloud Lockout

This is one of those fears that many people had about using a software subscription. What happens if you get locked out of your account? We had many assurances that it wouldn’t happen that way. The Creative Cloud only needs to use the Internet about once a month to check your account, but it will continue to work because it’s downloaded on your system. No need to panic.

Last Thursday, I was completely unable to use any application in my Creative Cloud account. I was working on my post for last Friday when I tried to process some images in Photoshop. Couldn’t do it. Photoshop CC prompted me to login. That was different. When I entered my email address and password, I received a rather plain message from the Adobe Application Manager, looking like this:

How To Fix Adobe Creative Cloud Login Error

Once this appeared, there was no way to quit the Adobe Application Manager. All I had was a window with a simple Error and a useless message:

There was an error with this action. Try again later.

Not very helpful. I tried again later and received the same error message. That was on Thursday night while I was working on a deadline to get my post online. Adobe Creative Cloud was useless and I didn’t have time to mess with it. Fortunately, I kept Photoshop CS6 on my system and I continued my work using that version of the program.

Days later over the weekend, I still received the same message. So much for “Try again later.”

Imagine yourself in this position. You’re working under a time constraint and Photoshop decides that it’s not going to authenticate your account to use the program. The Creative Cloud application wouldn’t even give me a prompt to login or logout.  When I checked my credentials at the Adobe Creative Cloud site, they worked fine. Clearly, it wasn’t my account that was rejected by Adobe.

Trying To Find Adobe Contact Info For Support

I searched on this error message at Adobe’s site, but found nothing helpful.  I looked for contact information for support. Adobe doesn’t make it easy to find. If you login to the Creative Cloud site, there is no mention of Help or Support. If you go to Adobe.com, there is a small mention of Support and Learning at the footer. You’ll see an icon for Creative Cloud right away, but don’t click it if you actually want to find someone to help you.  Instead, look below to the Contact Us icon on the next row.

From there, you have to select the type of product that needs you help, then the type of problem you have with that product. You still don’t get any contact information. Adobe doesn’t want to talk to you at all. Finally, you can tell the site that none of those options help you and then it will reveal some contact options.  Seriously, you click Contact Us and you have to jump through a bunch of hoops before Adobe will show you any actual contact information.  That’s very lame and deceptive.

Even getting the phone number for support requires an extra click. They want you to use the knowledge base articles. Failing that, use the community forum. Failing that, use chat. Finally, they show you how to call someone at Adobe. That works Monday through Friday, so I was stuck with Chat support over the weekend when I had time (and patience) to deal with this problem.

How To Fix the Adobe Creative Cloud Login Error

I truly hate chat support. In fact, it disconnected on me just as the support rep was going to provide an answer. That was my fault, as I hit the wrong button and my browser went back a page. There was no way to re-establish the session, so I had to start all over. Another 45 minutes of going through the Chat initiation, waiting for my turn to get an agent. convincing that agent that another group had to provide support, waiting for that group, explaining my problem again, and finally getting a resolution. Since Chat is slower than speaking on the phone, you can now imagine why that process takes 45 minutes – and I did it twice because I hit the wrong damn key.

If there is any good news about this process, it’s that the resolution is simple. You just need to delete a file. It apparently got corrupted and was never, ever going to let me authenticate my Adobe Creative Cloud account on my computer.

Here’s how to fix the Adobe Creative Cloud login error.

  • Close Photoshop and the Adobe Application Manager window.  I had to Force Quit the application manager.
  • Click the Gear icon on the Creative Cloud Desktop application and select the Quit option.
  • Navigate to the ~/Library folder. If you don’t see this under the Go menu on a Finder window, hold down the Option key and it will appear.
  • Navigate to Application Support -> Adobe
  • Find the OOBE folder and open it.
  • Find the opm.db file and drag it to the Trash.
  • Launch the Creative Cloud Desktop application and login.

You should be back in service now with everything working.

I’m writing this with the hope that some of you who are searching Google, as I did, will find it and resolve your problem without needing to contact Adobe. Clearly, they don’t want to be bothered with actually helping their users or it wouldn’t be so damn hard to get in touch with them.

If this fixes your problem, let me know in the comments. If not, leave a comment about that, too. Perhaps your problem is slightly different, so your input may help someone else resolve their issue.

Finally, make sure you hang on to your older copy of Photoshop or other Creative Suite applications.  You never know what you may need if the Creative Cloud doesn’t want to play when you’re on a deadline.

 

About William

Author, Photographer and IT Manager. I have a fondness for chocolate. I also own Suburbia Press and Aperture vs Lightroom. Follow me on Twitter at @wbeem.

Comments

  1. Thinking of signing up for the @adobe Creative Cloud? Some of these horror stories might change your mind. http://forums.adobe.com/community/creative_cloud

  2. Thanks so much – you’re a life-saver!! Was exactly my problem and fixed it simply & quickly, after a day of not being able to get on with my job. Found this page quite easily when i finally decided to search Google – but spent so much of the day trying to find anything about it on Adobe’s site. After seeing this post however, i did refine my search on adobe’s forums and found the following page which lists the some solutions similar to above – so I suppose they are acknowledging it now, just keeping the information very hard to find. See: http://helpx.adobe.com/creative-cloud/kb/unknown-server-error-launching-cc.html

  3. Worked. Thanks so much for going through the initial frustration for the rest of us!

  4. Thank you so much!. I have been fighting with this issue for days due to the lack of information about it. Let me tell you my friend that you achieved the ultimate goal for what the internet was created: Share, Help and Communicate. Guys like you make this mess have some sense. keep the hard work.

  5. You are my favorite person in the world right now, thank you so much.

  6. enjoyed your comments — yes last week (about 12-2-2013), I tried to use my creative cloud for some work on a pdf file. (my needs are minimal and I really don’t need or use all that creative cloud provides; but thought would help with my teaching and lesson plans).

    I could not get the Ps file to work. I kept getting a message that I needed to download the application manager file. I tried Adobe Creative Cloud site and got no where. I could not find – much less download the application manager file. I finally tried to redown load creative cloud. Again – no go. I was having some other problems with my computer. I thought maybe they were related. So off to Microsoft concierge, I went. I got the computer issues resolved.

    I now turned to resolving the Creative Cloud issue (yesterday). I kept persisting until I got a message that told me to rename the OOBE file — with rename OOBE_old, and then redownload. It worked like a charm. I could get into creative cloud and redownload.

    But today — as I tried to get in to work with Ps — they had the final laugh — they asked me to register my trial copy. So now I try to get my membership established again. That is today’s issue and I don’t really have time to work on it.

    It just keeps getting better – smiles — have a good day. Sue7

    • Amazing how the obstacles keep appearing for us to use Adobe CC, isn’t it? Combine these problems with the lack of security at Adobe and it’s enough to make you want to invest in a competitor.

      Good luck getting the registration issues cleared up.

  7. William… you’re are an absolute legend!
    After spending yonks of time trying to search and resolve my Creative Cloud login problem – your solution worked!

    We had a shared username login for 5 x licences under CS6 and I could never seem to change new account details for CC – the creative cloud login would always give me the wheel of death and would quit unexpectedly.

    Thank you for sharing – you’ve saved me hours!

    — Rob

  8. William,

    Thank you so much for your solution. The error message is a little different on a PC but the issue is the same and the solution is the same. I spent 30 minutes waiting to chat with an Adobe rep this afternoon only to be told that the server is down for maintenance and to try again in a few hours. I tried every hour for 4 hours. Finally started searching the web and found you. A day of production lost to an easily solved problem. Thank you again!

    Joe

  9. you are a legend, well done, and great effort

  10. I must say, that I also have complaints about many helpdesks but the chatpossibility with Adobe is just great. I had the same problem as everybody here and the agent on the chat helped me step by step and the problem was solved within 2min. I think it depends also on who you will meet on the chat, but I must say the chat works better and quicker then finding the right phonenumber for a problem. I only want to say that it is not always negative with Adobe’s help.

  11. Leigh Mackay says:

    Worked! thank you.

  12. Thanks William, that helped me…

  13. Thanks so much for this.

    My error was slightly different, I would log-in to the app and get the message “you have been logged out, please log in”

    For Windows users the opm.db is located in Users\*YourUsername*\AppData\Local\Adobe\OOBE\opm.db

  14. Thanks for posting this solution. saved me a lot of frustration
    -p

  15. Jess Newcomb says:

    Found this through tech support as well. My issue was every time I tried to log in I was immediately logged out again so no access. Deleting the OPM file works but this has happened to me 3 times now,not sure what is causing the corruption.

  16. Richard says:

    I’ve been having this exact same problem. Unfortunately there was no opm.db file for me to delete. Any other ideas?

    • @Richard – right now, at least, I’m pretty sure it’s not your local issue:
      https://www.dropbox.com/s/0en5ismf9ncggcd/Screenshot%202014-05-15%2007.26.48.png
      Adobe’s CC site seems to be temporarily down for maintenance, i.e. someone spilled beer on the server again.

    • @Richard – right now, at least, I’m pretty sure it’s not your local issue: status.creativecloud.com says their whole login system is currently down.

  17. Francy Goudreualt says:

    Thanks for this. I’ve been having the same problem, but I’m not a Creative Cloud subscriber. I’m only using Adobe Story to write scripts – which works strictly online. My partner is using Adobe Story Plus (the paid version), and we write together remotely.

    I’ve been getting the same message, and for me, there was no opm.db file to delete. I imagine maybe there’s a different file since it’s a slightly different circumstance. I’m planning on going through the customer support this morning to see what I can find.

    If you have any insight for my situation, please let me know. Thanks!

  18. This solution did not solve the issue for me. I tried it exactly as stated, and tried it a few times. I’m a consultant and this is one of the issues I’ve discovered today, the client didn’t even know she couldn’t login for weeks now I guess.

    How are we supposed to update apps if it can’t login?

  19. I had a similar issue…and found out the same solution you did with an additional deletion. However, I still can’t get the sign in to recognize my password. So, I decide over an over again to ask to change my password…. and it just goes dead. No email is ever sent allowing me to do so. The additional info was to delete the entire OOBE folder not just the file you mentioned within. And then there was /library/applicationsupport/ADOBE/AAMupdater. Told to delete AAMupdater as well, when the software updater wouldn’t work. So, anyway, I can’t get my password to work nor can I change it.

  20. CKDexterHaven says:

    I’m having the same issue now (15 May 2015).

    The solutions i found online were not effective. I used Adobe’s Tech chat, and was told it’s a “login outage.” Nothing i can do.

    I have work to do, and deadlines TODAY, but the ridiculous ‘customer service’ person gave me the same rhetoric as the dry cleaner and parking lot attendant in Seinfeld: “we ask that you please bear with us.”

    Bear with them. For “TWENTY FOUR HOURS,” while they work on the problem.

    I mentioned that i would miss professional deadlines and would likely lose a $40/year client, and the response was that they would credit me for FIVE DAYS of my subscription. That’s like $8….. Comforting.

    I’m either going to find an alternative to this CC BS, or go back to my old non-cloud version, and simply insist that my trade partners do the same and/or work with my old version files. I’m not paying a monthly fee for a product that doesn’t work when i need it to work.

  21. Folks, Adobe is having a Creative Cloud outage at the moment. It’s been happening for about 24 hours now. Some of you are having problems because of that issue, rather than the solution I mentioned this post. Unfortunately, it’s up to Adobe to correct it and we just have to wait.

  22. thanks for this. a big help

  23. The same exact thing you write about happened to me on several occasions… Exactly the same. We should post that adobe help number and contact info’ everywhere on the planet. I’m bookmarking this page… Thanks for taking the time to post this….

  24. Thanks for this tip, it helped resolve my problem!

    Phew :)

  25. How it works on windows?

  26. This is a thousand times more helpful than Adobe’s site. Thanks a bunch William!

  27. Hi there William, thanks for writing this. Do you mind answering a question before I go ahead and delete the opm.db file please? I ‘accidentally’ installed Creative Cloud instead of re-installing Lightroom onto a new computer. I didn’t want the trial version of CC and stupidly without reading first, dropped it in the trash and uninstalled CC (I thought) my new mac keeps crashing and I suspect there are still CC files lurking and possibly causing the problem. I no longer have the CC login. If I go ahead and delete the opm.db file, will this get rid of it all and not effect my LR ? Thanks in advance, I hope you are still responding to this post.

    • Hi, there.

      I don’t know the answer to your question. My advice is to rename the file, rather than delete it. If it causes a problem, you haven’t lost anything and can rename it back to the original name.

  28. The opm.dp file will not stay deleted. Everytime I launch Creative Cloud, it pops back up

    • Hi, Richie

      Sorry for the late reply. I almost missed your comment. Here’s something to try. Instead of deleting the file, just rename it. Change the name to include “-old” or something so it looks like a completely different file to Adobe programs.

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