Can't Connect to Adobe Creative Cloud (Acrobat)

Problem

"I can't connect to Adobe Creative Cloud."

"Adobe Acrobat won't open or isn't working or is telling me the product is not licensed."

"I'm getting a 'We are unable to activate Creative Cloud' or 'Sorry, something went wrong error' or an 'Unable to reach Adobe servers' message."

Solution

You must reconnect Adobe Creative Cloud licensing. On Mac devices, only Acrobat licensing is affected. For Windows computers, the entire Adobe Creative Cloud suite is affected. If you need help, submit a General Help request.

PC

1. From the Windows taskbar, open the Adobe Creative Cloud Desktop app by clicking the icon.

2. From the profile menu (upper right), click Sign out.
   
   

   Open

   

    

3. Sign in to your Adobe account again. This will relicense the Adobe Creative Cloud suite on your computer. If using Acrobat, you may be prompted to enter your Cal Poly email address and password a second time.

This issue might reoccur when Adobe pushes a new software update. If it does, follow these same steps to reconnect Creative Cloud licensing.

Mac

1. Run the AcroCleaner tool, which will completely uninstall Acrobat.

2. Once uninstalled, restart your device.

3. From macOS menu bar, open the app by clicking the Creative Cloud desktop icon.

4. Install Acrobat. During this process, you may be prompted to enter your Cal Poly email address and password a second time.

This issue might reoccur when Adobe pushes a new software update. If it does, follow these same steps to reconnect Acrobat licensing.

Related Articles