adobe cc troubleshooting guide for staff home computers - staff home install... · adobe cc...

Adobe CC troubleshooting guide Dublin Institute Of Technology Staff Home Computer

1 DIT Information Services 2015

Adobe CC troubleshooting Guide for

Staff home computers Document Version 2.0

Date: February 2016



Contents

Minimum System Requirements ...................................................................................................................................... 3

Available Software ............................................................................................................................................................ 3

Known Issues ..................................................................................................................................................................... 4

“Download trial” appearing on all Adobe Apps on Adobe.com site ............................................................................. 4

Deleting the opm.db file on a windows Machine ..................................................................................................... 7

Deleting the opm.db file on a Mac ......................................................................................................................... 12

Use the Creative Cloud Cleaner Tool to solve installation problems ......................................................................... 16

Frequently asked Questions ........................................................................................................................................... 16



Minimum System Requirements Desktop applications included with your membership are available in both Mac OS and Windows versions. All 2015 Creative Cloud desktop apps have a minimum operating system requirement of Mac OS X 10.9 and Windows 7, or later.

Refer to the following site for the complete system requirements for individual Creative Cloud applications:

https://helpx.adobe.com/creative-cloud/system-requirements.html

Available Software The following software is available for staff to install on their home computers

Adobe Creative Cloud Design and Web Premium Apps Adobe Photoshop Adobe Illustrator Adobe InDesign Adobe Bridge Adobe InCopy Adobe Acrobat Pro Adobe Photoshop Lightroom Adobe Dreamweaver Adobe Flash Professional Adobe Flash Builder Premium Adobe Fireworks Adobe Muse Adobe Edge Animate Adobe Edge Inspect Adobe Edge Reflow (Preview) Adobe Edge Web Fonts Adobe Scout Adobe Gaming SDK Adobe Premiere Pro Adobe After Effects Adobe Audition Adobe SpeedGrade Adobe Prelude Adobe Prelude Live Logger Adobe Encore Adobe Media Encoder




Known Issues

“Download trial” appearing on all Adobe Apps on Adobe.com site This can happen if you have previously downloaded an Adobe CC application or a trial of an Adobe CC application using a different ID on the adobe website.

To resolve this issue, follow the steps below: 1. Ensure you are using the correct Adobe ID & your machine is connected to the internet. 2. Sign out and back in to the Adobe Creative Cloud application. 3. Delete the opm.db file on your computer

Sign out and back in to the Adobe Creative Cloud application Locate and launch the Adobe Creative cloud application from the start menu.

Once opened, select the cog icon at the top right of the window. Select Preferences from this menu.



Select the “Sign out” button.

A message will pop up on the screen asking you to confirm if you wish to sign out. Click Sign out.

Once you have been signed out of the creative cloud application, you will then be brought back to a sign in screen. Enter in your username (e.g. [email protected]) and click on the password field.

mailto:[email protected]



You will be redirected to the DIT services login page to enter in your staff number and password.

Once entered, click login and you will be signed back into the Adobe Creative Cloud application.



Delete the opm.db file from your machine There is a file stored locally on your PC/Mac called opm.db, which contains cached user login information and deleting this file is a useful troubleshooting step. Once deleted a fresh file will be automatically created when you launch Creative Cloud and log back in.

a) Close the Creative Cloud application. Note: Make sure you have closed out of this Creative Cloud Application before complete the steps below

b) Navigate to the OOBE folder.

Deleting the opm.db file on a windows Machine On a Windows 7 machine, this file can be found in the following location: [System drive]:\Users\[user name]\AppData\Local\Adobe\OOBE To access this file, follow these instructions Go to your system drive (generally the C drive) by clicking on Computer from the start menu. Double click on the Users folder

Within the Users folder, double click on your username (folder). The AppData folder is a hidden folder, so you will need enable the option to view show hidden files and folders to view this. In windows 7, select Organize from the top left of the window, and select “Folder and search options”



A folder options window will appear on the screen. Select the View tab at the top of the window. In the Advanced settings window at the bottom of the screen, set the option of “Hidden files and folders” to Show hidden files, folders and drives

Click Ok to close this window.



You should now be able to see the AppData folder within your profile folder. Double click on this folder. In this folder, double click on the Local folder, then the Adobe Folder.

In the Adobe folder, double click on the OOBE folder



In this folder, locate the file named opm. Right click on this file and select delete.

If you get a message stating that the file is in use and cannot be deleted, you will need to manually end the process called Adobe Desktop Services.exe



To do this, open up task manager on your machine by pressing CTRL + SHIFT + ESC at the same time. Select the processes tab at the top of the window and locate a process called Adobe Desktop Service.exe. Select this process and click on the End Process button at the bottom the window

Once this process has been stopped, try and delete the opm file in the OOBE folder again. Once the above has been completed, try and launch the Creative Cloud Application again



Deleting the opm.db file on a Mac Firstly, close out of the Creative Cloud Application by selecting the creative cloud at the top of the screen. Select the cog icon at the top right of this window and select Quit

On a Mac, the opm.db file can be found in the following location: /Users/[user name]/Library/Application Support/Adobe/OOBE folder To access this file, follow these instructions. On the finder menu on the mac, select Go at the top of the screen. Hold down the alt key on the keyboard when this menu appears on the screen. Once the alt key is pressed, the “Library” option will appear.



Select Library from this list. A new window will open on the iMac. Browse to the Application support folder

Double click the Application Support folder, and locate the Adobe Folder. Double click on this.



In this folder, locate a folder called OOBE and double click on this. Locate a file called opm.db. Drag this file to Trash. Right click on the Trash icon on the dock (if you don’t have right click enabled on your Mac, hold down the CTRL key whilst clicking in Trash. Select the option to Empty the Trash. If you get the following message on screen, you will need to restart your Mac before you can empty the trash.

Once the Mac has been restarted, try and empty the trash again to delete the opm.db file. Select the Creative Cloud Application at the top of the screen and select the option to sign in. (If the Creative Cloud icon is not visible, browse to the Applications folder and locate the Adobe Creative Cloud folder



Double click on the Adobe Creative Cloud shortcut within this folder to launch the application. Sign in to the Creative cloud app using your staff number, followed by @dit.ie (e.g. [email protected]) You will be redirected to the IDP page to sign in using your staff number and password. Once signed in, ensure you have access to install the various applications

mailto:[email protected]



Use the Creative Cloud Cleaner Tool to solve installation problems If you have previously downloaded an Adobe Creative Cloud application (whether it be a trial version or you had a previous subscription), you may need to run the Adobe CC Cleaner Tool to resolve some Creative Cloud installation issues.

The Creative Cloud Cleaner Tool allows you to more precisely remove installation records for Creative Cloud or Creative Suite applications that may have become corrupted or may be causing problems with a new installation. It can be particularly helpful if you have installed prerelease software on your system, and now want to remove it.

If you’re having trouble installing Creative Cloud apps, Creative Suite (CS3–CS6) apps, Photoshop Elements, or Adobe Premiere Elements, the Adobe Creative Cloud (CC) Cleaner Tool can help. Likewise, if you're unable to connect to Adobe servers, the Cleaner Tool can help by removing entries in your computer's host files that are blocking access to Adobe software and servers

Instructions on how to download and run this tool can be found on the following page:

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

Frequently asked Questions Q. How many personally owned computers are staff entitled to install the Adobe software on?

A. Staff are entitled to install the adobe software on one personally owned computer

Q. Are retired staff members entitled to download the software to their home computers?

A. Only current staff members are entitled to download and install the software to their home computers

Q. How long will the Adobe software work on my home computer?

A. The Adobe software will cease to work In August of 2016. Staff will be required to sign in to the Adobe site and download a newer version to continue using the software.

Q. If I have an issue logging into the Adobe Site, who do I contact?

A. Staff members should contact the IT Helpdesk (phone 4023123 or [email protected]) if they are unable to login to the Adobe site. Just be aware that you should be using your staff number and password to access this service.

Q. I am a new staff member, but don’t seem to have access to the adobe software, how do I get access?

A. The list of current staff members is imported into the Adobe Dashboard on the first Tuesday of each Month. Any new staff members will be included on the next import.

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html



Q. I received the following message on screen when downloading Adobe Photoshop: “You are running an operating system that Photoshop no longer supports. Refer to the system requirements for a full list of supported platforms”. What should I do?

A. Please ensure that your home computer is running a supported OS. Details of which OS is required for individual applications can be found here:


Mac users can download and install the latest OS version from the App store for free.

Q. I have a CS6 version of an Adobe product on my home computer, do I need to uninstall this before installing the latest Adobe CC version?

A. No. It is fine to have both versions on your computer. A CS6 version can co-exist with a CC version without causing any trouble.

Q. Can students install the Adobe Software on their own personal devices?

A. No, This agreement only applies to current staff members only

Q. Are mobile apps covered under this agreement (e.g. Lightroom for iPad)

A. No, the agreement only covers Desktop Apps


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