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Adobe Photoshop Family

9 Messages

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202 Points

Fri, Oct 19, 2018 3:50 PM

Solved

Lightroom Classic: Can't Sign Out of Lightroom 8.0 or Photoshop Update

Cannot sign out of Lightroom 8.0 or the update to Photoshop. I called Adobe, they got on my PC and were not able to fix it. They did scew up my Network though. Had to call local tech to fix what Adobe screwed up.

Responses

Adobe Administrator

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9.2K Messages

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127.8K Points

2 years ago

Since you mention "PC" is it safe to assume you are a Windows user? 

What happens when you attempt to sign out?
Are you signing out of the individual apps or out of the Creative Cloud App? 

A screenshot showing what happens would be very helpful too. 

Just as an aside, are you signing out to sign in with a different ID or are you signing out for a different reason?
Adobe Photography Products

Quality Engineering - Customer Advocacy

9 Messages

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202 Points

Rikk,
Have you read my reply to your comment? I may have posted it the wrong way. Please let me know.

9 Messages

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202 Points

2 years ago

I am using Windows 10 PC. I am siging out to be able to sign in on another PC. When I go under Help and click Sign Out a white screen comes up with a blue spinning circle in the middle. It just keeps spinning and never stops. This happens in both of the updates to Photoshop and Lightroom. Adobes answer to this problem is to sign out using the Creative Cloud app, which does work. Never had this problem with the previous versions of the 2 programs. When Adobe got on my PC they removed Lightroom 7.5. And screwed up my network. He removed all sorts of things. Had to call our local tech to fix that. I called them back and asked about removing 7.5 and they said you can't have 7.5 and 8.0 on the computer at the same time. I don't belive that because when I updated to 8.0 it asked me if I wanted to remove 7.5, and I said no. I have the previous version of Photshop and the updated version and the old one works fine. No problem signing out with it. If you can help with this THANKS.

Adobe Administrator

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9.2K Messages

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127.8K Points

2 years ago

Joescpp,

While not related to your issue, I wanted to be sure that you are aware that you can sign in to two instances of the Creative Cloud applications per Adobe ID. 

I've forwarded your issue for being unable to sign out of the individual apps. Until we get an answer, your workaround will be to sign out Creative Cloud app. 
Adobe Photography Products

Quality Engineering - Customer Advocacy

9 Messages

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202 Points

2 years ago

Rikk,
Thanks for your help. Do you think I can roll back to Lightroom Version 7.5 and still have version 8 on my PC? I am not sure but I think 7.5 was still on the computer after upgrading to 8. When Adobe got on my computer I think they removed 7.5. I called them about this and they said you can't have 7.5 and 8 on at the smae time. What do you think? I have Photoshop 2018 and the update 2019 both on the computer.

Adobe Administrator

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9.2K Messages

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127.8K Points

2 years ago

I don't think it is a good idea. 7.5 and 8.0 will operate on the same catalog file. Previous major version changes would not. 5.7>>6 for example required an upgrade of the LRCAT file to use on the later version and it was not backward compatible.  7.5 and 8.0 can use the same LRCAT file as there was no change to the database schema. 

That said, it is possible to install 7.5 via the Creative Cloud App after the fact if you already have 8 installed. 
Adobe Photography Products

Quality Engineering - Customer Advocacy

9 Messages

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202 Points

2 years ago

Wow, After reading all the problems  here with Lightroom and Photoshop I'm sorry that I updated them. I hope someone at Adobe is reading all of this and is working on a fix fast. They never should have released any of this until they had it all working. We don't like being BETA testers for Adobe.

Champion

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6.2K Messages

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106.2K Points

To be fair, this forum does give a fairly distorted view of issues. People don't usually post here to say how wonderfully it's working for them! As far as Lightroom goes, 8.0 is one of the most stable releases I've seen in a long time, and while there are bugs being reported, the volume is very low compared to the number of people using it. I haven't looked at the Photoshop issues, so I can't speak for how that one's looking.

Victoria Bampton a.k.a. The Lightroom Queen

www.lightroomqueen.com

Author of Adobe Lightroom Classic - The Missing FAQ and Adobe Lightroom - Edit Like a Pro books.

9 Messages

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202 Points

2 years ago

Guess your right Victoria. Just like some equipment reviews are not right and can't be believed. But I am really having this problem signing out of these up dates. Hope they fix it soon.

Employee

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294 Messages

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7.8K Points

Could you try to Sign out once again from Lightroom Classic CC (Help > Sign out), even though it might not be successful?

Once you do this, could you generate the logs using Log Collector Tool (https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html) and share them with me at keniya@adobe.com?

Thanks,
Smit Keniya
Lightroom Classic CC Team

Employee

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294 Messages

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7.8K Points

I have received the logs. I have shared it with the relavant team. I would update here with any update or if I need any more info.

Employee

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294 Messages

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7.8K Points

2 years ago

Hi Joe,

Thanks again for the log files. There might be a network issue at play here. Could you cancel/close the dialog that does not load and try to sign out again and see if the issue is resolved?

Could you also try after clearing Internet Explorer cache as well? Here is link for how to clear Internet Explorer cache - https://www.lifewire.com/how-to-clear-the-cache-in-internet-explorer-2624707

9 Messages

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202 Points

2 years ago

Hi Smit,

I have tried what you said about clearing Internet Explorer cache. And your other comments. Nothing worked. I do not have Internet Exporer on my PC. I have Edge and Firefox. I cleared everthing in both. Any other idaea>
Joe

9 Messages

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202 Points

2 years ago

 If I may go back to about last November. Out of desperation I asked you here if you could help with a problem signing out of Lightroom and Photoshop. I was getting a white screen with a spinning blue circle and not able to sign out. It got worse after awhile I could not sign in, same problem. I called Adobe on Feb.8, 2019. They were of no help, could not fix it. They were to have a senior techie call me. They never called. They did charge my credit card for the monthly fee though. Well yesterday I came across some posts on an Adobe forum by people having the same problem. A lot of people. One guy said he had a fix for it. And he did. I tried his suggestion and it worked. Here it is. PC anyway. Go to Internet Options, go to the Advanced tab, go to Security, scroll down and uncheck Do Not Save Encrypted Pages To Disk. That’s the fix. It worked. Why does no one at Adobe know this? The answer is on their forum, they should read it once in awhile.

Champion

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6.2K Messages

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106.2K Points

Thanks so much for sharing Joe. That is certainly an obscure issue!

Victoria Bampton a.k.a. The Lightroom Queen

www.lightroomqueen.com

Author of Adobe Lightroom Classic - The Missing FAQ and Adobe Lightroom - Edit Like a Pro books.