Creative Cloud Troubleshooting FAQ

Addressing common issues, with a focus on LTS-managed Adobe licenses, which you may encounter.

Why do I see “Try” and “Buy” buttons and not “Install”?

The most likely reason is that your Creative Cloud Desktop app is not logged into your LTS-created account. The solution is easy and quick, and no uninstallation or reinstallation is required at all.

1. Sign out with Creative Cloud
2. Sign in with Creative Cloud

See also https://helpx.adobe.com/download-install/kb/activate-deactivate-products.html

Why am I being asked to to select an account when logging in?

If asked to select an account you must select “Company or School Account” to ensure that will be signing into your LTS-managed Adobe Account.

You can avoid being presented with this choice by entering just "lehigh.edu" into the email address field when signing in.

If you entered an email address on the Sign In page—and not the domain name "lehigh.edu" by itself—Adobe will check to see if a “Personal” Adobe Account exists with that email address. If not, you will automatically be forwarded to Lehigh’s Single Sign-On page. If so, you will be presented with the "Select an account" page. To access your LTS-managed Adobe Account you must select “Company or School Account.”

See also Types of Adobe Accounts.

How do I uninstall Creative Cloud?

• Specific applications only: https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
• Creative Cloud Desktop app: https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

Important Note: Adobe recommends running their Creative Cloud Cleaner Tool only after all applications uninstalled, including the Creative Cloud desktop application. The cleaner tool will not fix license activation or Adobe Account related issues.

I open Adobe Acrobat, but I still can't edit PDFs

If you encounter this problem, your computer is likely opening Adobe Acrobat Reader instead of Pro. Even when you click on the "Acrobat Pro" button in the Creative Cloud application, your computer will default to open Reader if it is installed. To solve this issue, uninstall all instances of Acrobat from your computer, then reinstall only Pro. The following steps should work in most cases:

1. Uninstall Adobe Acrobat from your computer
   1. On Windows, open Control Panel and uninstall the program
   2. On Mac, open Applications and move the program to Trash, then open Trash and delete permanently
2. Uninstall Adobe Acrobat from the Creative Cloud application 
3. Install Adobe Acrobat Pro from your Creative Cloud application

Related articles

• Page:
  Creative Cloud Installation Instructions
• Page:
  Sign in with Creative Cloud
• Page:
  Adobe
• Page:
  Subscribe to Adobe Creative Cloud All Apps from LTS
• Page:
  Acrobat