Adobe Creative Cloud Apps - Troubleshooting


This guide walks through troubleshooting Adobe Creative Cloud application issues. Recommendations are presented in increasing order of complexity.

If you are looking for instructions on installing Adobe Creative Cloud on Deakin managed machines, please refer to the following article:

Table of Contents

Authenticating Creative Cloud in teaching spaces

If you're using Adobe Creative Cloud in a computer lab or teaching space managed by Digital Services, you may encounter issues at the Duo MFA stage when opening and authenticating one of the Creative Cloud apps, such as Photoshop, InDesign, Premiere Pro or After Effects.

It's best to open the Adobe Creative Cloud Desktop first, authenticate using your Deakin credentials, complete MFA, then open the app you wish to use.

Check License Details

First, check you have a valid Adobe Creative Cloud license, associated with Deakin's Enterprise subscription.

  1. In your web browser, go to:
  2. When prompted, enter your Deakin email address.
  3. If asked whether to use a Personal Account or Company or School Account, choose Company or School Account.
  4. At the Deakin Single Sign On card, enter your Deakin username and password.
  5. Complete Duo Multi-Factor Authentication.
  6. Your Adobe plan appears.

If you have been added to Deakin's Enterprise license, the Plans view will indicate you have an Adobe for Enterprise plan, associated with Deakin University. A number of applications will be included in your plan. These may change over time as Adobe's offerings change, but their best known apps should appear here.

If you do not see this plan, then either:

You do not have access to Deakin's Enterprise plan

See: Adobe Creative Cloud Licensing

You may be using the wrong account

See: Signing into Adobe Creative Cloud using Deakin SSO

 

Check Device Activation

From your Adobe Account dashboard, click Plans and Payments > Activated Devices to see any devices that have been linked to your account. You can have a maximum of two. You can deactivate any devices from this panel.

If you're encountering issues with activation, such as being offered Try mode rather than Install, check whether your device appears in the Activated Devices screen. If it doesn't, you may have reached your limit and may need to deactivate a device. If it does appear, try deactivating it, then sign into Adobe Creative Cloud Desktop App on that device again.

 

Logout and Login to Adobe Creative Cloud

Logging out and then back into Adobe Creative Cloud can assist to resolve issues such as:

Windows
  1. Navigate to Start, search for Adobe Creative Cloud.

  2. Launch Adobe Creative Cloud.



  3. Navigate to the top right corner and click the Account logo (circle icon).

  4. Click Sign out.



  5. Enter your Deakin email address. Click Continue.



  6. You are redirected to Deakin's Single Sign-on (SSO).

    Enter your Deakin username and password, then select 'Sign On'.



  7. Complete MFA (Multi-factor Authentication) via the Duo mobile app.

  8. On the final screen, select 'Continue', to complete sign in.

 

Mac
    1. Navigate to Finder > Applications and select Adobe Creative Cloud



    2. Navigate to top right corner and click on circle icon

    3. Click on Sign out



    4. Enter your Deakin email address. Click Continue.



    5. You are redirected to Deakin's Single Sign-on (SSO).

      Enter your Deakin username and password, then select 'Sign On'.



    6. If you are required to use MFA (Multi-factor Authentication), ensure to use Duo Mobile to authenticate your access.

    7. On the final screen, select 'Continue', to complete sign in.

 

Reinstall Creative Cloud Apps

If you're still experiencing issues even after signing out and signing into Creative Cloud, uninstall and reinstall individual problem apps from Creative Cloud.

Quit all Microsoft Office apps, including Outlook, Word, Excel and PowerPoint.

Please refer to Adobe's knowledge articles on Uninstalling Creative Cloud apps and Installing Creative Cloud apps for further guidance.

 

Reinstall Adobe Creative Cloud Desktop App

Reinstalling for Deakin Managed Machines

If you've reinstalled Creative Cloud applications and still experience issues, uninstall and reinstall the Adobe Creative Cloud Desktop App application from Software Center (Windows) or Self Service (Mac).

Windows
  1. Quit all Microsoft Office apps, including Outlook, Word, Excel and PowerPoint.

  2. Navigate to Start, search for Software Center.



  3. Click on Software Center

  4. Navigate to Installation status

  5. Click on Adobe Creative Cloud Desktop App.

  6. Click on Uninstall.



  7. Once uninstalled, reinstall as per the following article.
Mac
  1. Quit all Microsoft Office apps, including Outlook, Word, Excel and PowerPoint.

  2. Navigate to Finder > Applications and select Adobe Creative Cloud

  3. Click on Uninstall Adobe Creative Cloud.




  4. Follow the prompts to uninstall the Creative Cloud Application.

  5. Once uninstalled, reinstall as per the following article.

Reinstalling for Personal Machines

If you've checked for an active plan, logged out and back in, uninstalled and reinstalled apps, and still encountering issues with Adobe Creative Cloud, the best thing to do is remove ll Adobe apps and reinstall everything cleanly.

  1. Uninstall any Adobe Creative Cloud product apps (Photoshop, InDesign, etc).
  2. Uninstall Adobe Creative Cloud Desktop App.
  3. Download and use Adobe Creative Cloud Cleaner to clean up residual files and configuration.
  4. Reinstall Adobe Creative Cloud Desktop App.
  5. Sign in.
  6. Install the Adobe app you wish to use.

If all else fails, completely remove all traces of Adobe products from your computer. Download AdobeUninstaller and use the AdobeUninstaller --all option. See: Uninstall Creative Cloud products

If you require further assistance, please contact IT Service Desk.

Log in using a different account

If you are on your own personal device, create a second account and log in as that second account. Try to activate the software using your normal Deakin credentials.

See:

If you are on a Digital Services-managed device, ask another Deakin member to log into the device. Or if you have both a staff and a student account, log in with the other account. Then try to activate the suite using your normal Deakin credentials.

This could indicate an issue with your user profile on the device.

Try a different device

If you're still having problems, try using a different device. If you have multiple devices, such as a desktop and a laptop, or a friend or family member has their own, install Creative Cloud Desktop on another device and sign in.

This could indicate an issue with your device. It may need to be backed up, erased and reloaded, or could even indicate a hardware issue.

Adobe Creative Cloud Synced Files

Adobe has discontinued Creative Cloud Synced Files. Files should be stored in Microsoft OneDrive.

Additional Steps

Refer to the following Adobe articles for more information: