Overview

This article provides explanations and links to basic and advanced troubleshooting steps when encountering problems using the Adobe Creative Cloud University Enterprise license.

The University of Illinois Adobe Enterprise plan is licensed using the Named User model, otherwise referred to as a continuous or subscription-based customer. Sign in using the University of Illinois 2 factor authentication and a valid school email address is required to use Adobe apps. Most licensing errors are caused by improper login procedures, or applications that are out of date. Adobe does not require users to sign out of their account often. When it does happen, it is often caused by some change either on the backend admin side of Adobe or the user's system environment.

The Creative Cloud Desktop app controls and manages the sign-in process and is installed with any application that is downloaded to a user’s computer. Therefore, if you are experiencing issues with an Adobe program, remember to look at Creative Cloud desktop that usually runs as a background process.

The Adobe Desktop Creative Cloud App is also designed to manage the other apps in the Adobe CC Suite. When things aren't working, it may be necessary to start over and reinstall the Creative Cloud App. This app can be difficult to completely remove from the computer. The Adobe Acrobat app is part of the CC Suite but it does not behave in the same way as the other apps and needs to be handled separately. Older versions of Acrobat on the computer sometimes do not communicate with the Adobe Desktop Creative Cloud App.

Troubleshooting Adobe problems:

For End Users: