DocumentationExperience Cloud KCS

AEM Cloud Service environment stuck on Preparing your environment screen

Last update: September 4, 2026

In Adobe Experience Manager Cloud Service, the environment remains stuck on the Preparing your environment screen and does not finish loading. This issue occurs when users sign in with the wrong account type. To fix this issue, sign in with the organization-associated Company or School account.

Description description

Environment

Adobe Experience Manager Cloud Service

Issue/Symptoms

  • The screen displays Preparing your environment. We are setting up your workspace. This could take up to 10 minutes.
  • The environment does not finish loading.
  • Users are unable to proceed to the workspace.

Resolution resolution

Follow the steps below to resolve the issue.

  1. Select the Company or School Account option associated with your organization’s AEM Cloud Service tenant when prompted to sign in to AEM Cloud Service.
  2. Avoid using a Personal Account because the environment does not recognize the user ID and the workspace setup remains stuck.
  3. Sign in again by using the standard AEM Cloud Service login page provided by your organization or administrator after selecting the correct account type.
  4. Verify that the environment loads successfully and that you can access the workspace.
recommendation-more-help
experience-cloud-kcs-help-kbarticles