For UMBC owned computers: If the Creative Cloud desktop app is already on the computer (it is named Adobe Creative Cloud and can be found in either the Desktop or Start Menu in Windows or the Applications folder in Mac), you must sign in to it as outlined in the installation instructions for UMBC owned computers here. If you don't have the Creative Cloud desktop app and are not signed in to it, you will receive an expiration notice, a message to buy a license, a sign in prompt, or a message about a serial number when you open up any Adobe app (do not sign in to the app as it won't properly license). This means you likely have the old UMBC Adobe license installed (didn't require you to be signed into your UMBC Adobe account to use), which will cease to function without the Creative Cloud desktop app. To avoid that, please install and sign in to the Creative Cloud desktop app using the instructions for UMBC owned computers here. If you have issues installing the Creative Cloud desktop app, please refer to the troubleshooting guide below or submit an RT ticket to receive assistance.
The methods listed below are in no particular order, they are numbered just for easy reference. Section B applies to all Adobe installations (UMBC owned computers and non-UMBC owned faculty/staff personal computers).
Section A: Issues installing the Creative Cloud desktop app (for UMBC owned computers only)
- If you have a 32-bit version of Windows, please download this Creative Cloud desktop app installer and then follow steps 2-5 in the Windows installation instructions. If you don't know what version of Windows you have, please follow this guide.
- In Mac, if you receive a "can't be opened" error message and can't install the Adobe Creative Cloud, it is likely due to Apple's security settings in newer versions of macOS. To resolve this, please follow the instructions under the "How to open an app that hasn’t been notarized or is from an unidentified developer" section of this page.
- Sometimes, existing Adobe app installs may cause the Creative Cloud desktop app to fail to install. If you believe this to be the case, uninstall all Adobe applications from the computer and then restart the computer. Next, use the Creative Cloud Cleaner Tool to remove traces of the Adobe apps that may remain, restart the computer, and then try installing the Creative Cloud desktop app again.
- In Windows, if the extracted installer is located in a folder with a long file name, is nested within too many folders, or is running from a network drive, there is a much higher chance the installation will fail. To avoid this, try running the installer from your desktop or from a directory with a short name.
- If you get an installation failure, make sure you don't have any other applications running or any pending system updates in the background while installing the Creative Cloud desktop app. Another option is to restart the computer before installing the Creative Cloud desktop app.
- Run the installer as admin in Windows: If you have admin privileges on your computer, you can run the installer as admin by right-clicking InstallCC batch file and selecting Run as administrator from the menu that appears.
- Manual installation in Windows: Open the Build folder and run the setup file to begin the installation. Optionally, if you have admin privileges on the computer, you can run the setup file as admin by right-clicking it and selecting Run as administrator from the menu that appears.
Mac Acrobat error: If you receive a “Sorry, something went wrong” error message after opening or installing Acrobat (or an error message about a maximum allowed serial number usage), it is because you may have had an old Adobe install that used Adobe's now discontinued serialized licenses. To resolve this, try Adobe's instructions for Named User Licenses or follow the instructions below:
- Sign out of the Creative Cloud desktop app and then close it. Also, close Acrobat if it is open.
- Download this file.
- Go to the Preferences folder in your Library folder. To do so, open Finder and click the Go menu in the menu bar, click Go to Folder, type /Library/Preferences and then place the file you downloaded in step b into the folder.
- Launch the Creative Cloud desktop app, sign in to it, and then open Acrobat. Acrobat should now be licensed and run normally.
Section B: Issues using the Creative Cloud desktop app (for personal computers and UMBC owned computers)
- How to correctly sign in to the Adobe Creative Cloud: The Creative Cloud desktop app (named Adobe Creative Cloud and found in either the Desktop or Start Menu in Windows or the Applications folder in Mac), activates and gives you access to all Adobe apps (Acrobat, Photoshop, etc). To sign in to the Creative Cloud desktop app, type in your UMBC email address, click Continue, click Company or School Account and when it takes you to myUMBC, log in with your myUMBC credentials. Don't sign in to the Creative Cloud desktop app through Continue with Google, Continue with Facebook, or Continue with Apple as doing so will only give you access to trial versions of Adobe apps until you sign in properly. If you signed in incorrectly, sign out of the Creative Cloud desktop app (click the blue circle at the top right-hand corner and click Sign out) and then sign back in correctly. Also, make sure to use your default UMBC email address when signing in to the Creative Cloud desktop app since email aliases will likely fail the sign in process or only give you access to trial versions of Adobe apps. If that occurs, sign out and then sign back in correctly using your default UMBC email address.
- Apps showing up as trial versions or Adobe purchase prompts: Sign out of the Creative Cloud desktop app (click the blue circle at the top right-hand corner and click Sign out) and then sign in again. If Sign out is grayed out and preventing you from signing out, an Adobe update is likely running (click the cloud icon next to the blue circle to see the update's progress) and you may have to wait several minutes for it to finish before it allows you to sign out. Here is Adobe's official documentation about this issue. If all the aforementioned does not resolve the issue, additional ways to resolve licensing issues are further detailed by Adobe here.
- You don't have access to manage apps: This error is an Adobe installation bug and not an account access or permissions issue. First, try deleting the contents of the OOBE folder and relaunch the Creative Cloud desktop app as shown in method 3 here. If that doesn't work, follow the other steps Adobe explains here.
- It is highly recommended to check the system requirements of the Adobe apps you want before trying to install them. If your computer does not meet an app's system requirements, the Creative Cloud desktop app will display the app as not being compatible and will prevent you from installing it.
- Having any Microsoft Office applications (Word, Excel, etc.) open while trying to install Acrobat can cause the installation to fail. If that is the case, please close any open Microsoft Office applications and then try the installation again.
- Creative Cloud signs you out or asks you to sign in repeatedly
- Creative Cloud desktop app won't open/stuck with a spinning progress wheel/Apps tab is missing/denying you access to apps
- Sometimes, existing old Adobe app installs may cause some newer Adobe apps to fail to install. First, uninstall the old Adobe apps. Next, use the Creative Cloud Cleaner Tool to remove traces of the old Adobe apps that may remain before trying to install the app(s) again.
- Limited access error in Creative Cloud desktop app
- Creative Cloud Libraries panel doesn't load in desktop products
- Error messages
- Common error codes for Creative Cloud apps
- The Creative Cloud desktop app (Adobe Creative Cloud) is required to access Adobe apps (Adobe requires it for apps to license and function properly). If for some reason you need to uninstall it and are unable to, use the Creative Cloud desktop app uninstaller.
- If you believe your computer is noticeably slower starting up after installing the Creative Cloud desktop app, you can disable it from startup by turning off the Launch Creative Cloud at Login option in the settings menu of the Creative Cloud desktop app or by doing the following depending on your computer's operating system:
- Mac (Terminal command): launchctl unload -w /Library/LaunchAgents/com.adobe.AdobeCreativeCloud.plist
- Windows: Open Task Manager, click the Startup tab, right-click Adobe Creative Cloud and select Disable.