9 Replies Latest reply: Jan 18, 2012 12:24 PM by Abdiel Pictures RSS

    Can't log in to desktop app

    joegribb Community Member

      I enter my UID and pwd and the get a few seconds of the timer but then nothing... back to the login page.

      I can log in to the web app just fine.

      Any suggestions?

        • 1. Re: Can't log in to desktop app
          Ratnesh-Kumar Community Member

          Hi,

           

          Are you seeing any error message/window before you are being redirected to login page again.

          If that’s the case please upload the snapshot of the error otherwise please send me the DB at ‘ratnesh at adobe dot com’

           

          DB Location:

                          Windows:

                                          %appdata%\com.adobe.AdobeStory.4875E02D9FB21EE389F73B8D1702B320485DF8CE.1

                                                          Note: go to windows -> run -> type "%appdata% -> hit ENTER, you should see the folder named com.adobe.AdobeStory.4875E02D9FB21EE389F73B8D1702B320485DF8CE.1

          OSX:

                                          /Users/username/Library/Preferences/ com.adobe.AdobeStory.4875E02D9FB21EE389F73B8D1702B320485DF8CE.1

           

          Thanks

          Ratnesh

          Adobe story team

          • 2. Re: Can't log in to desktop app
            ThaPman Community Member

            Hello

            I am having a similar issue.

            - Can access online through browser

            - Cant acces through desktop app?

            I have a Win7 lenovo laptop. W520

            There is a app.log file that read

            "ImportScriptCommandAIR : onSyncDocumentfail"

            Also there are a whole bunch of files - would any of these hold my work from last night?

            And why can i not login?

            HOpe you can help

            Kind Regards

            Panos

            P.S

            I worked on it last night on my laptop, thenthis morning I noticed this issue and i checked online and the files had not been updated. (3 hours of lost work)

            P.P.S Sorry for any inconvenience.

            • 3. Re: Can't log in to desktop app
              Ratnesh-Kumar Community Member

              Hi,

               

              Apologies for inconvenience.

               

              Please send me your adobe id at ‘ratnesh at adobe dot com’.

              Also were you working in offline mode last night ?

              If yes then did you went online (in air app) at any point of time after that?

               

              Thanks

              ratnesh

              • 4. Re: Can't log in to desktop app
                alongthetrailproductions Community Member

                Hi. I am having the same problem with the desktop app. When I go online I only have access to some of my script. Please Help!!!

                • 5. Re: Can't log in to desktop app
                  Abdiel Pictures Community Member

                  Ratnesh,

                   

                  I am having a similar issue.  I recently changed my email address through the Adobe site, received the validation email, followed the link, and had my new email address validated.  I then opened Adobe Story immediately afterward, and worked for a while.  The next night, however, I tried to login into Adobe Story and "Verification required" immediately pops up.  It states that my email address is not yet verified and that I should click the link sent to me in my email account.  If I click the "Resend" button, I don't receive another email (either in my inbox or spam folder).  I can, however, login to the Adobe site with my new email address and password.  Thanks for the assistance.

                   

                  Matt

                  • 6. Re: Can't log in to desktop app
                    Ratnesh-Kumar Community Member

                    Please provide your previous and current email.

                     

                    Thanks

                    ratnesh

                    • 7. Re: Can't log in to desktop app
                      Abdiel Pictures Community Member

                      That did it, Ratnesh.  Thanks again for all the help.  I really appreciate it.  Very efficient!

                      • 8. Re: Can't log in to desktop app
                        alongthetrailproductions Community Member

                        Glad you got yours to work! I'll try these steps tonight after school.

                        I bet you are relieved. I'm crossing my fingers!

                        • 9. Re: Can't log in to desktop app
                          Abdiel Pictures Community Member

                          Ratnesh helped out with everything.  You'll want to talk to him.