Skip to main content
crown215
crown215
Participant
February 27, 2023
Question

Attention Adobe Substance Assets Users: Are You Experiencing Account Errors?

  • February 27, 2023
  • 6 replies
  • 1086 views

Hey everyone,

I'm having some trouble with my Adobe Substance Assets account. Even though my Adobe subscription account is active, I'm getting an error message saying that my Substance Assets account is inactive. Has anyone else had this issue? If so, do you know how to fix it?

Thanks in advance for your help!

 

This topic has been closed for replies.

6 replies

Marion3D
Community Manager
Marion3DCommunity Manager
Community Manager
March 3, 2023

Hi everyone,
A fix has just been pushed to production a few minutes ago which should resolve the issue.
My apologies for the delay, and please let me know if you continue having problems!

    davescm
    Community Expert
    davescmCommunity Expert
    Community Expert
    March 3, 2023

    @Marion3D  I can confirm it is working here now. Thanks for giving this such prompt attention.

     

    Dave

    Marion3D
    Community Manager
    Marion3DCommunity Manager
    Community Manager
    March 3, 2023

    Thank you all for reporting the issue and sending us your logs - we have identified the issue and the team is workign hard on fixing it as soon as possible.
    My apologies for the delay, and thank you for your patience!

      davescm
      Community Expert
      davescmCommunity Expert
      Community Expert
      March 3, 2023

      Great news - thank you

      Dave

      lisar55413862
      lisar55413862
      Participant
      March 3, 2023

      Having this exact same issue for the past 2 days. Even tried logging in and out of different browsers, but same issue. Must be an error on Adobe's side.
      Please get this fixed asap for those of us trying to complete projects needing access to our "PAID for" assets.

       

      digman
      digman
      Participant
      March 2, 2023

      I'm in this same boat. I contacted support yesterday and they were unable to help. Also, logged in and also being prompted to subscribe but only when trying to access substance assets.

      davescm
      Community Expert
      davescmCommunity Expert
      Community Expert
      March 1, 2023

      @Marion3D     I am also getting that issue today.

       

      I have logged out and back in according to the instructions on screen but cannot get past this issue. That includes logging completely out of Adobe CC desktop and signing back in

       

      It occurs when I try and access both 3D assets and 3D community assets

      It happens whether I access the site directly from a browser, access via the CC Desktop, or access from within Substance Painter. All give the same message. I also tried two separate browsers Firefox and Microsoft Edge, both gave the same results.

       

      It means I cannot gain online access to use points or even download assets I have previously claimed. My account is up to date and, aside from this issue gaining access to assets, I can use the Substance apps without issue

       

      Dave

      Marion3D
      Community Manager
      Marion3DCommunity Manager
      Community Manager
      March 2, 2023

      @davescm we are investigating the cause of the issue - but in the meanwhile, could you please let me know if you are also blocked from loggin in on adobe.com or if it only happens on the Substance 3D Asset content libraries?

      crown215
      crown215Author
      Participant
      March 2, 2023

      I am facing an error message that requires me to subscribe before downloading assets, even though my Adobe account is active. I followed the error message's instructions and logged out and then logged back in, but I am still unable to download any assets.

      Marion3D
      Community Manager
      Marion3DCommunity Manager
      Community Manager
      February 27, 2023

      Hi Crown, 
      Have you experienced this in the past too or is this specifically today? 

      Did the same thing happen when you tried to log out and log in again?
      Do you have the possibility to take a screenshot of the console logs in case there is an error there?
      We are looking into it, but in the meanwhile have you tried on the Creative Cloud Desktop app (3D tab of the Marketplace tab)?

      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices