Problem 21775992 Resolution: Adobe Creative Cloud software and licensing errors

Problem

Software and licensing errors with Adobe Creative Cloud on devices with the following errors:

  • "You don't have access to any applications"
  • "We can't verify your subscription status"
  • "We can't connect to licensing servers"

Audience and Resolution

Faculty/Staff: The resolution for this issue can be highly technical and could damage or lose vital Adobe or operating system files. Please submit a ticket so a technician can perform the following steps to resolve your Adobe licensing errors.

Technician:

For licensing errors:

  1. Please download the software and follow directions found in the Adobe Creative Cloud Cleaner Tool article. 
  2. Once complete, please follow directions to remove all credentials (Web, Windows, Mac). 
  3. Reinstall Adobe Creative Cloud and individually reinstall any requested apps through the Adobe Creative Cloud software. 

For application tab access errors ("You don't have access to any applications"):

  1. Sign out from the Creative Cloud Desktop App.
  2. Navigate to the following location -
    •  Windows: C:\Program Files (x86)\Common Files\Adobe\OOBE\Configs\
    • Mac OS: /Library/Application Support/Adobe/OOBE/Configs/
  3. Locate the serviceconfig.xml file & copy it to your desktop folder. Open the file in Notepad (Windows) or TextEdit (MacOS).
  4. In the serviceconfig.xml file, change the value of AppsPanel from false to true.
  5. Save & Close the serviceconfig.xml file.
  6. Relocate the same file to the original folder & overwrite the original file with the new file.
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