Account verification screen blank, cc 2019

[VelocityEditor]

I am running a freshly installed Windows 10 Pro.

I upgraded to Windows 10 just so I can use cc 2019.

But all I have been getting are blank account verification screens when I try to open any app (Photoshop, Illustrator, After Effects, Premiere Pro cc 2019)

I can still open 2018 no problem. But 2019 I get white boxes, which I am assuming are the  account verification screens... but they are all blank, and if I try to close them, it closes the whole app.

I have combed through a ton of forums and try everything from reinstalling to renaming or replacing files. Nothing is working. Please help!

After Effects CC (v 16.0.1):

Premiere Pro CC (v 13.0.2)

Illustrator CC

[kglad]

are you signed into your cc desktop app?

if yes, reset your preferences -

acrobat:  https://forums.adobe.com/thread/1595848?start=0&tstart=0

adobe media encoder: https://forums.adobe.com/thread/1713540

after effects:  http://helpx.adobe.com/after-effects/using/preferences.html

audition: https://forums.adobe.com/thread/1079494

bridge:  https://helpx.adobe.com/bridge/kb/troubleshoot-errors-freezes-bridge-windows.html

captivate: https://forums.adobe.com/thread/975032

dreamweaver:  https://helpx.adobe.com/dreamweaver/kb/restore-preferences-dreamweaver-cs6-cc.html

flash:  http://helpx.adobe.com/flash/kb/re-create-preferences-flash-professional.html

    (or remove Win:  C:\Users\<username>\AppData\Local\Adobe\Animate CC <version>\ and

                                  C\Users\<username>\AppData\Roaming\Adobe\Animate\<version>\

                        Mac:   /Users/<username>/Library/Application Support/Adobe/<Animate CC version>/ and

                                    /Users/<username>/Library/Preferences/Adobe/Animate/<version>/)

fireworks:  https://helpx.adobe.com/fireworks/kb/restore-preferences-fireworks-cs5.html

illustrator:  http://helpx.adobe.com/illustrator/using/setting-preferences.html

incopy:  https://forums.adobe.com/thread/526990

indesign:  https://forums.adobe.com/thread/526990

lightroom: https://helpx.adobe.com/lightroom/help/setting-preferences-lightroom.html

muse: https://forums.adobe.com/thread/1127564 (message 7)

photoshop:  https://forums.adobe.com/thread/375776

photoshop elements:  https://helpx.adobe.com/photoshop-elements/kb/preference-file-locations-photoshop-elements.html,  http://www.photokaboom.com/photography/learn/Photoshop_Elements/troubleshooting/1_delete_preferences...

prelude: https://helpx.adobe.com/prelude/using/prelude-set-preferences.html

premiere elements:  https://helpx.adobe.com/photoshop-elements/kb/preference-file-locations-photoshop-elements.html

premiere pro: http://www.mediacollege.com/adobe/premiere/pro/troubleshooter/trash-preferences.html

[moved from Downloading, Installing, Setting Up to Creative Cloud Download & Install]

[VelocityEditor]

Thank you for your prompt response, kglad

I have tried to clear/delete or change my preferences, but unfortunately, nothing seems to work.

I have noticed that the box does at least try to load something, but fails.

Trying to load...

Fails.

[kglad]

Adobe 2019 products stuck on splash screen

[VelocityEditor]

I have tried to do a complete reinstall to include a delete any and all adobe files. I do not have any 3rd party plugins installed. I have the latest video drivers.

Even still, the apps load fine with no errors it's only after the apps open and what looks like the "Subscription Verification" opens do I have an issue. I am logged into the desktop app just fine, no issues there.

[Jeff A Wright · Accepted solution]

VelocityEditor, please try removing the Adobe-related certificates from the Windows Certificate Manager.  You can find details regarding the process at User and license information issues | CC 2019 .

If you continue to encounter errors, then please try signing out of any other activated computers at http://www.adobe.com/.  You can find information regarding the process at Learn how to activate and deactivate Creative Cloud apps..

[VelocityEditor]

Jeff A Wright, Thanks a ton!

I have found that I have to remove "Adobe User Info(Part2)" in  Microsoft's Windows Credential Manager in order for the login screen to appear, Once I login in the app works fine... until I try to close and reopen the app, then the "White Box of Annoyance" once again reappears.  Upon which I must return to Credential manager and again remove "Adobe User Info(Part2)" and login again.  Apparently, this cycle must occur each time I open and close an app. Which not Ideal.

[Jeff A Wright]

Thanks for the update, VelocityEditor!

Do you manage this computer yourself?  If so, then please review any software titles that may be interfering with the use of the Windows Credential Manager.

If you are working on a computer owned by an organization then please work with whoever manages the computer so the certificates can be accepted.

If you do identify a responsible software title, or an additional solution, to allow the acceptance of the certificates then please update this public forum discussion, VelocityEditor.

[mark.kauffman@wsp.com]

We have verified this is a 2019 issue only and it related to the authorization process. I have tested one of our build machines (stock OS, not on corp WAN, direct connection to the internet) and the white screen appears, followed by a listing of machines which have been authorized to use Adobe CC. You can at this time add or remove specific machines.

Unfortunately, our corporate WAN is blocking a port and causing this process to stall. I need to know what ports are being requested. I suppose I can do a little Wire Shark work....

[Jeff A Wright]

Mark.kauffman, you can find complete details on the necessary servers to access Creative Cloud applications and services at Adobe Creative Cloud Network Endpoints .  Please make sure Port 80 and 443 are open for each of the listed servers.

[Jeff A Wright]

Kglad, there are some reports that CC2019 apps in an overactivated state may need to manage their activations at http://www.adobe.com/ to resolve the number of activations being used.  Feel free to use Learn how to activate and deactivate Creative Cloud apps as it may be applicable.

Also, the CC 2019 applications are utilizing macOS Keychain Access and Microsoft's Windows Credential manager to store individual membership details.  If individuals are facing errors with accepting certificates then the steps listed in User and license information issues | CC 2019​ can be useful.