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Adobe Application Permission Issues Fix

The document provides troubleshooting steps for various issues encountered when launching Adobe applications on Mac and Windows, including insufficient permissions, sign-in loops, syncing issues, and application freezes. It outlines specific actions to take for each problem, such as renaming folders, uninstalling and reinstalling applications, and checking user permissions. Additionally, it includes instructions for creating a root user account on Mac to help resolve persistent issues.

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Dee Jay
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© © All Rights Reserved
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52 views9 pages

Adobe Application Permission Issues Fix

The document provides troubleshooting steps for various issues encountered when launching Adobe applications on Mac and Windows, including insufficient permissions, sign-in loops, syncing issues, and application freezes. It outlines specific actions to take for each problem, such as renaming folders, uninstalling and reinstalling applications, and checking user permissions. Additionally, it includes instructions for creating a root user account on Mac to help resolve persistent issues.

Uploaded by

Dee Jay
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

1.

Insufficient permission issue on launching application

a) For Mac:
● ~/library>Application support>Adobe
● ~/library>Caches>Adobe & Adobe Indesign [for Indesign]
● ~/library>Preferences>Adobe & Adobe Indesign [for Indesign] / Adobe & Adobe
Illustrator 24 settings [for Illustrator according to the version]
● /library>Application support>Adobe
● /library>Logs>Adobe & Creative Cloud
● Applications>Adobe Indesign 2020 / Adobe Illustrator 2020 [Depending on the
issue occurring with which application]
● Restart the system
● Launch the application
● If still received insufficient permission message
● Rename the preference folders of respective application [For Indesign file
locations mentioned in 2nd and 3rd point & for Illustrator:
○ ~/library>Application support>Adobe>Adobe Illustrator 24
○ ~/library>Preferences>Adobe> Illustrator & ~/library>Preferences>Adobe
Illustrator 24 settings [for Illustrator according to the version]]

b) For Windows:
● Check the windows update
● Check if the system is connected to a domain or home network
● If domain, asked customer to create local standard user account or get it created
by IT. And check the application in standard user account. If still faced insufficient
permission issue then,
● Go to C:/Program files/Adobe/Adobe Illustrator 2020 or Adobe Indesign 2020 /
[Link] or [Link] (depending on the application with which the issue
is happening)
● Select the .exe file, right click and open properties.
● Go to compatibility and check the option of "run as administrator"
● Launch the application from Windows application list.
● Note: after doing the above step, application won't launch from CCDA.
2. NGL issues (Sign in loop, small white box, we can't verify your subscription, P205)
after launching application

a) For Mac:
● Sign out from CCDA
● Force quit all background process from Activity monitor
● Go to Applications>Utilities>Keychain
● Open Keychain>All Items form bottom left side of the window
● Now select all Adobe certificates only and delete them
● Sign in into CCDA and launch the application
● If issue still persist, repeat first two steps
● Move Keychain folder to Desktop from ~/library>Keychain
● After moving Keychain folder to desktop. Delete the copy of Keychain
folder from it's original location (~/library>Keychain)
● Restart the system, launch the application

b) For Windows:
● Sign out from CCDA
● End task for all background process from task manager (including
acrotray, Acrobat notification manager etc.
● Open Credential manager
● Remove all Adobe certificates
● Go to [Link]. Sign in and then click on manage account
● Go to profile>Active sessions and end all sessions
● Go to plans and click on manage plans
● Scroll to the bottom of the page and deactivate all active devices.
● Sign in into CCDA
● Launch the application
● If issue still persists, then repeat first 4 steps
● Open Services
● Search for credential manager in service list and restart the credential
manager service
● Restart the system
● Sign in into CCDA
● Launch the application
3. Syncing issue (font sync, file sync, library sync, CC library sync, and assets sync
error)

In case of any kind of sync issue in CCDA or in all Adobe applications:

Check the type of licence (Individual (we will help) / Teams (transfer to CCT_INST) /
Enterprises (check on CRM, Hendrix, confirm with customer, if Enterprise license then
ask to drop an email to ​Ecs@[Link]​)

In case of any kind of sync issue in any individual application and not in CCDA:

*Check if the customer is logged in into CCDA & fonts, stock, exchange, assets website
with correct and same id or not.

*In case of library, files and assets sync, firstly check on [Link] if the content
is available there or not.
If contents are not there, check the "deleted folder" on [Link]. If nothing
there as well, then check and probe customer for more info as in that case there is very
high chance that earlier customer might be signed in with different credentials.

*But if customer has done everything right mentioned above, then perform the below
mentioned troubleshooting steps:

a) For Mac:
● Sign out from CCDA
● Force quit all background process from Activity monitor
● Rename Coresync, Creative Cloud libraries and OOBE from ~/library>Application
support>Adobe
● Rename Creative Cloud libraries and Oobe from /library>Application
support>Adobe
● Rename the preference folder of application with which the issue was appearing.
● Uninstall CCDA using CC Uninstaller file
● Re-install CCDA from [Link]
● Check the location mentioned 3rd and 4th point if the new folders get created in
place of renamed one's.
● Check for app updates [Help>Check for app updates]
● Launch the application.
● Once issue is resolved, collect system info, Adobe logs, Coresync logs
from ~/library>logs>creative cloud and the renamed Coresync folder
~/library>Application support>Adobe

b) For Windows:
● Sign out from CCDA
● End all background process from task manager (including acrotray, Acrobat
notification manager etc.)
● Rename Creative Cloud libraries from C:/program files/Common files/Adobe
● Rename Adobe Sync, Adobe Creative Cloud from C:/program file (x86)/Adobe
● Rename Coresync extension, Creative Cloud libraries and OOBE from
C:/program file (x86)/Common files/Adobe
● Enable hidden items
● Rename OOBE from C:/program data/Adobe
● Run %appdata%
● Rename Core sync, Creative Cloud libraries and OOBE from Appdata>Roaming
● Rename Core sync and OOBE from Appdata>local
● Rename the preference folder of application with which the issue is happening.
● Uninstall CCDA using CC Uninstaller file
● Re-install CCDA from [Link]
● Check the location mentioned in 3rd, 4th,5th,7th,9th and 10th step.
● Check for app updates [Help>Check for app updates]
● Launch the application
● Once issue is resolved, collect system info, Adobe logs, Coresync logs
from (Appdata>local>temp>creative cloud) and renamed core sync folder
from (Appdata>Roaming>Adobe)
4. Blank black screen, Blue spinning wheel on home screen, and Blank create new
template window after launching application.

a) For Mac:
● Quit all Adobe applications
● Signout from CCDA
● Force quit all background process from Activity monitor
● In case of Illustrator move UXP to desktop from ~/library>Application
support>Adobe>UXP. And in case of Indesign move CEP file to
desktop~/Library>Application Support>Adobe>CEP
● Uninstall CCDA using CC Uninstaller file
● Re-install CCDA from [Link]
● Launch the application.
● Once the issue is resolved, collect system info, Adobe logs, and UXP / CEP
folder which was moved to desktop.

b) For Windows:
● Quit all Adobe applications
● Signout from CCDA
● End all background process from task manager (including acrotray, Acrobat
notification manager etc.)
● In case of Illustrator, move UXP file and in case of Indesign, move CEP to
desktop from Appdata>Roaming>Adobe
● Uninstall CCDA using CC Uninstaller file
● Re-install CCDA from [Link]
● Launch the application.
● Once the issue is resolved, collect system info, Adobe logs, and UXP / CEP
folder which was moved to desktop.
5. Buy now and Trial error (for version 2019 and above).

For Mac / Windows:


● Check the type of licence (Individual​ ​(we will help)​ /​ ​Teams​ ​(transfer to CCT_INST)​ /
Enterprises​ ​(check on CRM, Hendrix, confirm with customer, if Enterprise​ ​license then
ask to drop an email to ​Ecs@[Link]​)
● Probe and find the correct email id in which customer is holding the subscription
● Check if customer is signed in into CCDA with correct email id
● Mostly for EDU and corporate license users, ask user to sign out and while signing in
select the personal account option after putting the email id.
● If customer is having individual licence and signed in with correct email address, if then
as well getting buy now and trial error, ; guide user to sign out and sign in back into
CCDA.
6. You have been signed out error in CCDA.

For Mac / Windows:

● Check the type of licence (Individual (​we will help)​ / Teams (​transfer to CCT_INST)​ /
Enterprises (​check on CRM, Hendrix, confirm with customer, if Enterprise license then
ask to drop an email to ​Ecs@[Link])​
● If individual licence, Uninstall CCDA using CC Uninstaller file
● Re-install CCDA from [Link].
7. Application freeze on launch @any certain stage on splash screen.

a) For Mac (for all, but mostly for Mac 10.15 & beyond)
● Probe for more info
● Working on Laptop or desktop
● RAM memory
● Since when issue started to happen
● Any sort of changes been done in the system before this issue started to happen
● Domain or Home network
● Ethernet or wifi
● Connected to any kind of VPN network or any kind of Anti-virus / endpoint
security running. If yes, then disconnect or disable that.
● Any kind of external device connected to system (USB drive, external drive,
phone charger, or secondary monitor) if yes, get that remove completely.
● Launch the application and check the CPU usage %age.
● Reset the respective application preference
● Launch the application. If issue still persists then,
● Launch the application from terminal [Application>Adobe Indesign 2020 / Adobe
Illustrator 2020> Adobe Indesign 2020 / Adobe Illustrator 2020 (select and right
click)>Show package content>contents>MacOS> double click on Adobe Indesign
2020 / Adobe Illustrator 2020 with black icon
● If application launches then provide permission to all Adobe and individual Adobe
application folders
● If issue still persists, Go to Applications>Indesign 2020 / Illustrator 2020
(whichever application not launching)>plug-in
● If anything other than [Link] is found, move it to desktop and then delete that
from plug-in folder
● Launch the application. If application launches and works fine and inform
customer that the plug-in that is not been compatible with application. And with
customer permission put back th plug-ins back to there original location from
where it is been moved, & if customer wants to leave them on desktop, then
leave it there.
● If issue still persists, validate the fonts, if any corrupted fonts found, then with
customer permission remove them
● Move all fonts from ~/library>fonts & /library>fonts and paste them onto two
different folders on desktop.
● Launch the application. If the issue gets resolved then inform that there is an
issue with the fonts that are installed in his machine. And with customer
permission put the fonts back to their respective original location from where it
had been moved, & if customer wants to leave them on desktop, then leave it
there.
● If the issue still persists, check the Extension and Framework folders from
[/Library>Extension & Framework]. If any Wacom, Extensis or font management
file or folders found, then move it to desktop.
● Launch the application.
● If issue still persists then, with customer's permission, enable the root user
account. Run and check the application performance in root user.
● According to the application performance in root user account, come back to
normal account, disable the root user account.
● Check the applications list in the system and with customer's permission remove
the non-required or non usable applications.
● Run the Adobe cleaner tool and clean all Adobe applications
● Reinstall all Adobe application.
● Now launch the application.
● If issue still persists, escalate the case.

Folders & locations for permission in mac:


1. ~/library>Application support>Adobe
2. ~/library>Caches>Adobe & Adobe Indesign (for Indesign permission)
3. ~/library>Preference> Adobe & Adobe Indesign (for Indesign app) / Adobe Illustrator 24
settings (for Illustrator app)
4. /library>Application support>Adobe
5. /library>logs>Adobe & Creative Cloud
6. Applications> Adobe Indesign 2020 / Adobe Illustrator 2020

Step to create root user account:


1. Open system preference
2. Go to users and groups
3. Unlock the lock on bottom left corner using system password
4. Click on Login
5. Click on join (which appears on right side of Login)
6. Select "open directory utilities"
7. Unlock the lock on bottom left corner of the new window
8. Select "Activity directory"
9. Click on "Edit" on top top left corner of monitor screen
10. Select "Enable root user" and set any random password for the root user
11. Logout from the current user account. In login window, select the option of user account
which appears with the name "Other"
12. Put user name "root" and ask cx to put the password that he just set.

Common questions

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To address insufficient permission issues on a Mac, ensure that all necessary folders have the correct permissions. Start by navigating to the folders: ~/library>Application support>Adobe, ~/library>Caches>Adobe & Adobe Indesign (for Indesign), ~/library>Preferences>Adobe & Adobe Indesign (for Indesign) or Adobe Illustrator 24 settings (for Illustrator). Additionally, check /library>Application support>Adobe, /library>Logs>Adobe & Creative Cloud. After confirming permissions, rename the preference folders specific to the application with which the issue occurs and restart the system to launch the application again .

To fix syncing issues on Windows, first, sign out from CCDA and terminate all Adobe-related background processes via the Task Manager. Rename the directories related to Creative Cloud libraries, Adobe Sync, Creative Cloud, Coresync extension, Creative Cloud libraries, and OOBE found in C:/program file (x86)/Adobe and Appdata>Roaming or Appdata>Local. Then uninstall CCDA using the CC Uninstaller tool and reinstall from adobe.com. Verify if new folders replace the renamed ones, check for app updates, and then launch the application. Collect system information, Adobe logs, and Coresync logs once the issue is resolved .

Troubleshoot 'You have been signed out' errors by determining the license type and once confirmed as an individual license, uninstalling and reinstalling CCDA is advisable. For enterprise or team users, it might be necessary to check or confirm credentials and consult support if necessary. Ensuring no conflicting applications or network settings, such as VPNs, disrupt network connectivity is also prudent .

To solve NGL issues such as a sign-in loop or subscription verification errors on a Mac, sign out from CCDA and force quit all background processes from the Activity Monitor. Then go to Applications>Utilities>Keychain, select all Adobe certificates, and delete them. Sign back into CCDA and launch the application. If the problem persists, try moving the Keychain folder from ~/library>Keychain to the desktop, delete the original, and restart the system before launching the application again .

To resolve issues like a blank template creation window on Windows, quit all Adobe applications and sign out from CCDA. End all background processes using the Task Manager. For issues in Illustrator, move the UXP file to the desktop, and for Indesign, move the CEP file. Uninstall and then reinstall CCDA using the CC Uninstaller tool, relaunch the application, and collect relevant system and Adobe logs once the problem is resolved .

For application crashes during launch, determine if they are caused by system environment factors such as a VPN, antivirus, or connected peripherals. Ensure that sufficient RAM and resources are available on the system. Test the application by disabling root user accounts or running the application in an administrative state to ascertain permissions issues. Applications may need to be uninstalled using the Adobe cleaner tool, with all previous settings removed, before a clean reinstall to observe if the crash persists .

To resolve 'Buy Now' or 'Trial error' issues, verify the type of license (Individual, Teams, or Enterprise) and ensure the user is signed into CCDA with the correct email address. For EDU or corporate license users, they should sign out and sign back in, selecting the personal account option if required. For individuals correctly signed in but still facing errors, logging out and back into CCDA usually helps. For enterprise licenses, contacting support or an IT department may be necessary .

To fix font sync issues, check whether the user is logged into CCDA and other services like stock or assets with the same ID. Assess whether all expected assets are available at assets.adobe.com or perhaps mistakenly moved to a 'deleted' folder. If inconsistencies remain, sign out of CCDA, stop running background tasks, rename Creative Cloud-related folders such as Coresync, and reinstall CCDA. Ensure fonts and libraries are consistent across platforms, verifying on the assets management site before testing adjustments in user setup .

When handling application freezes on the launch splash screen in Mac, check whether the issue is potentially linked to external factors like recent system changes, network type (VPN), presence of antivirus software, or connected external devices. Monitor CPU usage upon application launch. Reset application preferences or try launching it through the terminal. If issues persist, check for incompatible plugins by moving suspicious files from the plugin folder to the desktop and validate installed fonts by relocating them for testing purposes. Additionally, problematic frameworks or extensions, like those from Wacom or Extensis, should be moved to see if it resolves the issue .

On a Mac, improper user environment configurations or insufficient permissions can lead to startup issues with Adobe applications. Ensure that directories like ~/library>Application support>Adobe, ~/library>Caches>Adobe & Adobe Indesign, and ~/library>Preferences>Adobe & Adobe Indesign have the correct permissions. For networks, ensure the machine is properly configured within its domain. Incorrect permissions in application support directories can prevent Adobe applications from accessing necessary resources, leading to launch failures .

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