Understanding Common Issues with Adobe Creative Cloud

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Table of Contents

Help Information

Access 

  • Faculty and Staff may request Adobe Creative Cloud access by submitting a ticket here.  

Adobe Application & Tools  

  • A variety of mobile and desktop applications are available via Adobe Creative Cloud, such as Adobe Illustrator, Adobe InDesign, Adobe Photoshop, and many more.  
  • Ohio University's subscription includes all the desktop applications listed in Adobe's "Complete" plan. 
  • Acrobat Pro is included in the Adobe Creative Cloud suite and can be accessed with the other apps.
  • Sketch, draw, paint, create layouts, edit photos, and make videos with Adobe’s family of mobile apps. With Adobe CreativeSync, all your apps and assets are connected across your desktop and mobile devices, so you can do great work anywhere.
  • Creative Cloud does not include Adobe Sign. If you would like to add Adobe Sign, please submit a Technology Help Center ticket to receive a quote. 

Error Message 

  • If an Adobe application shows an "egress IP" error on your computer, this means your computer has a shared device license that limits Creative Cloud use to OHIO's campus network.

macOS:

  1. Open Finder:

    • Select the Finder icon in your dock Apple Finder Icon

or

  • press Command + Space to open Spotlight
  • Enter Finder in the search and select Enter

  1. Navigate to the Library Folder:

    • In the Finder window, select Go in the menu bar
    • Select Go to Folder
    • Enter /Library 
    • Select Go 
      • You’ll be taken to the system-level Library folder

  2. Find the Adobe Folder:

    • Inside the Library folder, locate and open the Application Support folder
    • Locate and open the Adobe folder

  3. Locate and Delete the OperatingConfigs File:

    • Within the Adobe folder, search for the OperatingConfigs file.
    • Right-click on the OperatingConfigs file
    • Select Move to Trash
    • Confirm the deletion when prompted

  4. Empty the Trash (Optional):

    • To permanently remove the file, right-click on the Trash icon in your dock.
    • Select Empty Trash

Windows 10:

  1. Open File Explorer:

    • Press Win  + E Four-pane window icon on keyboard

or

  • Select the File Explorer icon on the taskbar Yellow and blue folder

  1. Show Hidden Items:

    • In the top menu, navigate to the View tab
    • In the Show/hide section, check Hidden items
      • This will make hidden files and folders visible

  2. Navigate to the C:\ProgramData\Adobe\ Directory:

    • In the File Explorer window, locate the left sidebar
    • Select This PC or Computer to expand it
    • Open the C: or Windows (C:) drive 
    • Open the ProgramData folder
    • Open the Adobe folder

  3. Locate and Delete the OperatingConfigs File:

    • Inside the file within the Adobe folder, locate the OperatingConfigs 
    • Right-click on the OperatingConfigs file
    • Select Delete
    • Confirm the deletion when prompted

  4. Empty the Recycle Bin (Optional):

    • Right-click on the Recycle Bin icon on your desktop.
    • Select Empty Recycle Bin to permanently remove the file.

  5. Reverse the Hidden Items Setting:

    • To hide the hidden files and folders again, select  the View tab.
    • In the Show/hide section, uncheck Hidden items
      • The ProgramData folder and other hidden items will no longer be visible.

Windows 11:

  1. Open File Explorer:

      • Press Win  + E Four-pane window icon on keyboard

or

  • Select the File Explorer icon on the taskbar Yellow and blue folder

  1. Show Hidden Items:

    • In the top menu bar, select View
    • Hover over Show and select Hidden items to check it.
      • This will make hidden files and folders visible.
  2. Navigate to the C:\ProgramData\Adobe\ Directory:
    • In the File Explorer window, locate the left sidebar
    • Select This PC or Computer to expand it
    • Open the C: or Windows (C:) drive 
    • Open the ProgramData folder
    • Open the Adobe folder
  3. Locate and Delete the OperatingConfigs File:
    • Inside the file within the Adobe folder, locate the OperatingConfigs 
    • Right-click on the OperatingConfigs file
    • Select Delete
    • Confirm the deletion when prompted

  4. Empty the Recycle Bin (Optional):

    • Empty the Recycle Bin (Optional):
      • Right-click on the Recycle Bin icon on your desktop.
      • Select Empty Recycle Bin to permanently remove the file.

  5. Reverse the Hidden Items Setting:

    • To hide the hidden files and folders again, select the View tab.
    • Hover over Show and uncheck Hidden items
    • The ProgramData folder and other hidden items will no longer be visible.

File Storage 

  • Adobe Cloud storage is not OHIO's preferred secure storage solution. To ensure compliance with OHIO's Secure Computer Standard, store files in OneDrive. 

  • By installing Adobe Creative Cloud applications, you agree you will not store any sensitive data on Adobe online storage. For more information, refer to Storing Data by Type. 

  • Starting October 1, 2024, Adobe discontinued the Creative Cloud desktop synchronization service and the folder and file sharing capabilities of synced files for businesses under OHIO's Creative Cloud plan. Files in your Creative Cloud Files folder are no longer copied to cloud storage. Additionally, files and folders shared from Synced files are no longer be accessible by others inside your organization or externally.

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