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Unable to sign into desktop app

New Here ,
Nov 24, 2016 Nov 24, 2016

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I hope someone can help me.

I was unable to sign into the Cloud Desktop App. I tried numerous times. I reset my password, and tried numerous times again with new password, to no avail. I am able to sign into Light Room and Photoshop with the new password, but still cannot sign into the desktop app. Does any one have an idea what the problem might be?

Thank you so much for your help.

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correct answers 1 Correct answer

Community Expert , Nov 25, 2016 Nov 25, 2016

you'll see a warning that usually will block your from uninstalling the app while you have cc programs installed.

if you want to uninstall:

uninstall everything cc, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc d

...

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Community Expert ,
Nov 24, 2016 Nov 24, 2016

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what exactly do you see when trying to sign in?

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New Here ,
Nov 24, 2016 Nov 24, 2016

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Thank you so much for responding

It tells me the following:

" You have been signed out. Unable to authenticate your Adobe ID. Sign in again with your Adobe ID and Password to continue using Adobe apps."

What is strange is I can sign in and out of Light Room and Photo Shop and the Adobe site with no issues.

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Adobe Employee ,
Nov 24, 2016 Nov 24, 2016

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Hi David,

Please refer to the help document below:

https://helpx.adobe.com/creative-cloud/kb/signed-out-sign-in-required-error-248.html

You may also refer to the threads below where the issue has been addressed:

https://forums.adobe.com/thread/1324087

https://forums.adobe.com/thread/1329447

https://forums.adobe.com/thread/1385917

Regards,

Sheena

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New Here ,
Nov 25, 2016 Nov 25, 2016

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Can I uninstall the Adobe Cloud desktop app and reinstall it without affecting my installations of Light Room and Photo Shop?

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Community Expert ,
Nov 25, 2016 Nov 25, 2016

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you'll see a warning that usually will block your from uninstalling the app while you have cc programs installed.

if you want to uninstall:

uninstall everything cc, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud using compatibility mode (https://technet.microsoft.com/en-us/library/bb456979.aspx?f=255&MSPPError=-2147217396)

use the desktop app to install your cc programs/trials

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