Adobe Creative Cloud Troubleshooting Guide and FAQ

The Adobe Creative Cloud troubleshooting guide and frequently asked questions is to support Toronto Metropolitan University (TMU) faculty and staff with Adobe Creative Cloud inquiries.

You will need to use Multi-Factor Authentication for Microsoft Office 365 to access Adobe Creative Cloud. Please set it up if you have not already.

How to download and use the Adobe Creative Cloud desktop application

1. Download the Adobe Creative Cloud Desktop App (external link, opens in new window) .

The Adobe screen displays the blue 'download' button on the top right corner to download the Adobe Creative Cloud Desktop App.

2. At the Adobe sign in screen, type your @ryerson email address and click Continue. (do not use your torontomu.ca email address)

The Adobe 'sign in' screen displays the email address field and a blue 'continue' button.

3. You will be prompted to select an account. Choose Company or School Account.

The Adobe 'select an account' screen prompts the user to choose either the 'personal account' or the 'company or school account' option.

4. After you sign in, the program will download by using the installer.

The screen displays the Adobe installer page. A file to install the application is in the bottom left corner of the screen.

5. Follow the installer prompts. If a security message pops up, grant permission to install the Adobe Creative Cloud app.

An Adobe Creative Cloud pop up screen displays the installing process for the Adobe desktop application.

6. The application will launch after the installation completes. Sign in/out by clicking on the blue circle, and then click, Sign out. This should allow the Adobe Creative Cloud to update to your new license.

7. All Adobe applications available in your subscription will be under "Available in your plan." To download your desired app, navigate to the app, and click install.

The "Available in your plan" heading on the Adobe Creative Cloud application home page displays 2 apps: Adobe XD and Premiere Rush. Each app has an "install" button in the right bottom corner.

Video Tutorial: How to Download and Install Adobe Creative Cloud Desktop Application

How to update the Adobe Creative Cloud desktop application

1. Log in/out of the Adobe Creative Cloud desktop app using your @ryerson.ca email address, password and MFA. Next, select Company or School Account. You will then be prompted to enter your password. Once completed, click Sign In.

Note: Do not login with your @torontomu.ca account here. Please continue using your @ryerson.ca account for Adobe and Microsoft services until further notice.

2. To update your Adobe Creative Cloud apps, open the Adobe Creative Cloud desktop application located at the top of the page.

The Adobe Creative Cloud displays three options: Desktop, Mobile and Web. The Desktop option is outlined with a red box.

3. At the top-left of the window, click help and then click check for updates. You can also click on updates on the left panel. Before updating, ensure your system clock is correct.

The screen presents the process to update the Adobe Desktop Application. The Help drop down menu at the top of the screen displays the Check for updates option. The Apps panel on the left side of the screen again highlights the Updates option.

Adobe Creative Cloud 'access denied' error message

Example message: “Access denied. You don't have access to this service. Contact your IT administrator to gain access, or sign in with Adobe ID.”

A) Update the Adobe CC application. Please refer to step 2, "How to update the Adobe Creative Cloud desktop application," for instructions on updating Adobe CC.

B) Uninstall Acrobat DC from the Control Panel

i) Open the Run command box - press the Windows key and R key.

ii) In the Run command box, type Control Panel and press OK.

iii) In the Control Panel, select Programs > Programs and Features.

A Windows Control Panel is shown with orange highlighted box around "Uninstall," and "Adobe Acrobat DC."

iv) Click Yes in the confirmation dialog. After Acrobat is uninstalled, restart your computer.

A pop-up box asks users if they want to uninstall Adobe Acrobat DC. "Yes" and "No" buttons are available in the bottom right corner, with an orange box highlighting the "Yes" selection.

C) Reinstall Acrobat DC using the updated Adobe CC application.

i) In the Creative Cloud desktop application, under Available in your plan, locate the Adobe DC app. Click Install in the bottom right corner.

The Creative Cloud desktop application displays the "All apps" tab, with "Available in your plan" shown below. A red box highlights the "Install" button for Adobe Acrobat DC.

Adobe Creative Cloud trial, subscription and connectivity issues

Some of the common Adobe CC problems that users may face are shown below:

1. Appears as a free plan despite having the correct license (all adobe apps should be available, not partially).

The screen highlights the Adobe applications available in the user's subscription. The install button is listed below every app. A list of free Adobe app trials are also mentioned at the bottom of the screen.

2. If the user has an upgraded Adobe license but still it shows a trial/free version.

Adobe's my plans page allows the user to either view their plan or upgrade the same. The left side of the screen also lists the user's order history, billing history and my products.

3. If the user is unable to access apps and gets the subscription expired message which is then presented with pricing information.

The Adobe screen displays a red circle highlighting a subscription expired message. On the right, the user is presented with the options to either renew their subscription or activate a new one.

4. “This feature is not included in your current Acrobat license,” trial expired.

Adobe applications including Photoshop and Acrobat DC are listed on the installed page. Photoshop is displayed to be updating, while the Acrobat DC has a trial expired error.

A recommended solution to all these issues is to sign out and sign back in the Adobe Creative Cloud application as previously demonstrated.