Known Participant

Answered

I keep getting An Adobe account can be used by only one person — and not shared, popup!!!!

Forum|Forum|2 years ago
June 17, 2024
162 replies
30811 views

I keep getting this popup alert. I have a licence and I am using it on my desktop and laptop. I have reached out to adobe a few times and they tell me too many people are logged in and simply send me the link to the devices page on my account. I then send them a screenshot of only the two devices and they tell me that I have to log out of all the adobe products on one device before using the other!!!! I have been an adobe customer since its inception and this is the biggest waste of time. I understand cracking down on unlicenced users but when you are effecting paying customers you are going to loose them.

App installs and updates

Correct answer kglad

Hi jordematthews,

Please follow the steps shared in this link for help: https://adobe.ly/4emLiOr;

You can use only one device at a time.

^KS

that should be https://helpx.adobe.com/download-install/apps/licensing-activation/activate-deactivate-apps/install-apps-number-of-computers.html

Show previous replies

rossyea

Participant

This is a complete disaster from Adobe. I have two machines in the same building that I go between and Adobe keeps telling me, a paying customer that I am not using the product correctly. It's absolutely infuriating and has made me look into alternatives. Support doesn't seem to care. This is massive overreach from Adobe and why we should all be warey of subscription based software.

J

JoAdams

Participating Frequently

Same issue here - Walk from one room to another and pick up a different file to format for a printer, then go back to my desk and pick up on the job I was working on there.. If I go home and want to work - I just select a device to log out and carry on.. but the last two weeks, it has been resetting my password and telling me there are multiple users..

Can we roll back to a previous version?? Adobe have admitted that they have release a new security measure which is impacting workflow - I dont have a spare hour each day to go around restting passwords and bypassing our own security protocols..

josephryan7

Participating Frequently

Same issue. I work in a small print shop. I'm activated on two machines here: a desktop workstation and a print workstation. I'll do all my design work on the desktop workstation and make adjustments via the print workstation. There aren't any other machines activated (we are all aware of the need to log out of laptops/WFH machines to play along with the two-machine limit). This configuration has worked flawlessly for 11-12 years, but the reset password popups over the past week have me wasting a lot of time. Adobe needs to address this, rather than assume we're all sharing passwords.

Repeatedly logging in and out in order to continue my workflow feels like a strongarm tactic to squeeze additional subscriptions out of legitimate individual license holders.

The advice being given by Adobe support of "Are you trying to work on the same app or same project simultaneously? If yes, avoid doing that" is something someone who does not work in a production environment would suggest. That is not practical advice for me, and I assume many others in print production.

kam384

Participating Frequently

Same here! I've been a daily user since 2014, never had a problem switching between my laptop and imac. I've started having this popup message 2 weeks ago. I've already had to change my password twice in a week. This is getting really annoying, and a real drain on my workflow. Please Adobe! Do better for your longtime customers!!!!

T

THE36418579r2xt

Participant

Hello @Shivangi_Gupta !
What if I needed to work on my laptop, while rendering my projects on my desktop !

gupta shivangi

Legend

Which Adobe app are you using? You can always use your system while render is in progress.

S

Sith Chanh

Participant

This is so frustrating! I keep getting the pop-up too, but I need Adobe running on both of my systems at the same time. You’re already charging a lot and have so many issues. This is just another reason for Adobe users to consider leaving. Give us a break! This was never an issue before, why starting it now.

A

abbeyrez

Participant

I keep getting this too. I just had a long and ultimately unhelpful chat with customer service.

They keep telling me I have 3 devices signed in. I don't. To be clear, I have multiple multiple deviecs: 2 home workstations, 2 laptops, and a work computer and laptop at my office. I switch between them all the time. A prompt pops up to sign me out of one of my previous devices so I can activate and use the apps the device in front of me. Now we get this dumb pop up about more than one person using my account, and forcing me to reset my password. It's absurd.

This is straight from Adobe. I'm sure we've all gotten the normal pop up to sign out of one device so you can use it on your current device. It is literally impossible to have more than 2 devices signed in at a time with an Individual License. But Adobe still somehow sends the "more than one person" pop up. They need to fix this so we can work with the software properly.

Nancy OShea

Community Expert

I don't have this problem. Probably because I use Creative Cloud on only ONE device at a time.

Adobe for Teams & Businesses.

https://www.adobe.com/creativecloud/business/teams.html

Nancy O'Shea— Product User & Community Expert

gupta shivangi

Legend

Hi @jordematthews,

We appreciate you contacting us. As @Abambo mentioned above, it is advisable to work on one machine at a time.

Are you trying to work on the same app or same project simultaneously? If yes, avoid doing that.

Let us know if you have any questions.

Thanks,

Shivangi

J

jordematthewsAuthor

Known Participant

I do only work on one computer at a time. I may be working on a project then need to run to a meeting or somehting then continue the project from my laptop. I have always been able to do this with no problem. I assume that you are cracking down on shared passwords but this it causing a huge annoyance in my workflow. So you are saying I need to close the progam and logout of adobe before I use my other computer???

Abambo

Community Expert

So you are saying I need to close the progam and logout of adobe before I use my other computer???

By @jordematthews

OK, I think I see what happens. Are both machines up and running Adobe programs at the same time, even if you work only on one computer?

I never have both of my machines running at the same time. All my machines are shutdown and powered off when I do not use them.

ABAMBO | Hard- and Software Engineer | Photographer

Abambo

Community Expert

I've never seen that message and I often change between computers (I currently have 4 stations in different locations and I use tge software from at least 3 different countries). I do not sign out all my computers but only one station when I switch. So no, you do not to sign out all machines before using the software.

However, in 99% of the cases, I have only one of the work stations/laptop running. However, before travelling, I fire up my laptop, so that I can synchronize the data and update the software, and I continue working on one of my workstations. But the last time I was doing that was a month ago, so if this message is a new one, it may be the reason why I never saw it.

What happens when you sign out all computers when you get the message?

ABAMBO | Hard- and Software Engineer | Photographer

J

jordematthewsAuthor

Known Participant

When i sign out of both devices. It stops for a few days then starts doing it again.

kglad

Community Expert

and adobe support says?

Nancy OShea

Community Expert

1. Open CC Desktop App.
2. Click your Avatar (top right image) > Preferences > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar again.
4. Sign-out of Creative Cloud.
5. Close all apps.
6. Restart your computer.
7. Open CC Desktop app.
8. Click your Avatar.
9. Sign-in with your paid ID and password.

Nancy O'Shea— Product User & Community Expert

J

jordematthewsAuthor

Known Participant

This is only a temporary fix. Once you login to use behance, fonts, or express or any other browser product it will flag it as a third device.

kglad

Community Expert

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.