If you are receiving an error message stating, "We can’t verify your subscription status" or "We can’t reach the Adobe servers," despite being connected to the Internet, see the steps below to utilize the Adobe CC Cleaner tool.

Before you start

1. Ensure that your project files are synced by viewing your cloud asset storage. If they are not, save any files that are saved locally to another location, either in the cloud (Google Drive, Box) or on another device like a USB flash drive. 
2. Uninstall and then reinstall Adobe Creative Cloud. If the issue still persists, follow the steps below.

Initial error resolution suggestions

1.  Ensure you can view hidden files on your PC or Mac.
2. Windows users should then navigate to C:\ProgramData\Config and rename config to config.old.
3. Mac users should navigate to Library/Application Support/Adobe/OperatingConfigs and delete the OperationConfig folder to the trash bin.
   • Make sure to empty the trash bin.
4. Attempt to relaunch an Adobe app. If the error message persists, follow the steps below.

Additional resolution options

1. Run the Adobe Creative Cloud Cleaner tool.
   • This will completely remove any existing Adobe install files.
2. Before reinstalling Adobe, also clear any remaining Adobe Credentials or Keychains
3. Reinstall Adobe Creative Cloud.

For IT Admins that support multiple managed devices

1. For those supporting multiple users on managed devices, please reference Adobe's documentation on Creative Cloud Cleaner Tool for Enterprise and Clearing Adobe Credentials at Command line/Terminal.

Error logs and escalation

1.  If you are still experiencing this error message, run the Adobe Log Collector Tool to collect an error log file.
2. Please take the generated error log and submit an IT support ticket with the error log attached.