Adobe Creative Cloud - Troubleshooting

On this page:

Installation

• Installing current and previous versions of Creative Cloud software
• Activation errors
• Download and install issues
• Resolve installation failure - desktop application
• Use the Creative Cloud Cleaner tool

Activation

All MIT faculty, students, and staff can access the full suite of Adobe Creative Cloud by entering an @mit.edu address at adobe.com and authenticating through MIT Touchstone Authentication.

Note: If you already have an Adobe Creative Cloud account using your @mit.edu address (whether purchased yourself or provided by MIT), you will see two options when you log in to adobe.com:

• Personal account - This is your old account, using your email address and password.

• Company or school account - This is your new, Touchstone-enabled MIT account.

If your old account was provided by MIT, use the Touchstone-enabled “company or school” account. If you paid for your old account, it will continue working as long as your subscription remains current.

Previous Purchases

• I just purchased a subscription, what do I do... can I get a refund?
  • Cancel your existing Adobe Creative Cloud subscription
  • Contact your vendor, or VPF Procurement about getting a refund

Trial Licenses

• Purchased Creative Cloud apps appear as trial.
• Resolve trial and license expired errors for teams & enterprise users

Using

• Apps panel doesn't show installed my Creative Cloud apps
• Applications missing from Desktop application
• Desktop app does not open or shows a spinning progress wheel
• Error: Adobe Creative Cloud, needed to resolve this problem, is missing or damaged
• You don't have access to manage apps

Support

• Adobe's Creative Cloud Learn and Support pages
• Landing Page in the KB

Have Questions or Still Need Help?

• Contact the IS&T Service Desk.