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christopherd69034620
Participant
March 21, 2019
Answered

Enterprise licensed users with Valid license keep being asked to upgrade in DC Pro

  • March 21, 2019
  • 2 replies
  • 823 views

First of all, I don't know why Adobe would sell us 80 Enterprise license and then create Individual Creative Cloud accounts.  There seems to be NO support for these types of accounts, despite the cost per month to our Non Profit Organization.  I spoke to Enterprise Adobe Sign support who said they could help IF we had Enterprise Creative Cloud accounts but since we all have Individual accounts NADA.  Maybe Adobe has too many different products?  Too many plans?  Obviously Sales will sell you whatever they can but to get THIS wrong is frustrating, especially when we need technical help.

SO, if anyone knows why the following happens, feel free to chime in!

Users use Adobe Pro DC all the time.  They send for signature all the time.  Multiple times per day.  For the last 3 weeks or more, and mostly recently, they are asked to UPGRADE when trying to send for signature.  Now, this happens even if they had just sent 10 in a row without the error.  They can log in to documentcloud.adobe.com and use Send for Signature without an issue.  They close Adobe Pro DC and re-open and might get another 10 in a row, maybe not, before they want to Call Ted at DocuSign directly!

PLEASE FIX THIS OBVIOUS BUG.  We can't be the only group users frustrated by this.

    This topic has been closed for replies.
    Correct answer ScottCarter

    Greetings,

    Problems like you are describing will take research on the Adobe side that can't be related in a public forum. (Not that the cause/solution can't be discussed, but the discovery will require private information from you, and probably a bit of back and forth while discovering the nature of the issue).

    My recommendation would be to contact the sales representative that sold you the 80 Enterprise licenses, and get them to connect you directly to a support engineer that can assess the licensing, and work to get you properly deployed.

    If you don't have access to the Sales rep, I would recommend going directly to Enterprise Support

    (I only recommend the Sales rep first because they should be aware of the sale and what it is supposed to be, so they can best advocate for you internally)

    2 replies

    S
    ScottCarterCorrect answer
    Participating Frequently
    March 22, 2019

    Greetings,

    Problems like you are describing will take research on the Adobe side that can't be related in a public forum. (Not that the cause/solution can't be discussed, but the discovery will require private information from you, and probably a bit of back and forth while discovering the nature of the issue).

    My recommendation would be to contact the sales representative that sold you the 80 Enterprise licenses, and get them to connect you directly to a support engineer that can assess the licensing, and work to get you properly deployed.

    If you don't have access to the Sales rep, I would recommend going directly to Enterprise Support

    (I only recommend the Sales rep first because they should be aware of the sale and what it is supposed to be, so they can best advocate for you internally)

    C
    christopherd69034620Author
    Participant
    March 21, 2019

    FYI; we have Creative Cloud for TEAMS so.......why the Individual accounts????

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