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Simon228722898mu0
Participant
March 17, 2022
Question

Adobe applications not working on facturation day

  • March 17, 2022
  • 1 reply
  • 226 views

I'm paying for the adobe suite every month. At each facturation day (the 17th of each month like today), I'm unable to use my adobe application (illustrator, reader, etc.) and this is very anoying. It is always the same thing everymonth and the day after (18th), my account is reactivated. My payment informations haven't changed, so it is not a payment problem (or maybe just a payment delay with my credit card that I do not control). It seems like a pretty simple issue that adobe should solve.

 

Thank you,

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1 reply

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
March 17, 2022

Simon, to clarify, are you saying that every 30 days, the installed Adobe Creative Cloud applications open up as a trial?  What steps do you take to resolve this behavior?  Does it always occur on the 17th of the month?

 

What operating system is installed on the computer?  Is the software installed on a computer that you own and manage?

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Simon228722898mu0Author
Participant
March 17, 2022

Hi Jeff,

 

Yes, every 30 days, the Adobe opens up as a trial. The steps I take: I wait until it works (normally it takes few hours). I'm using a Mac (MacOS Monterey), I own and manage this computer.

 

Best,

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
March 17, 2022

Thanks for the update, Simon.  This is occurring because the stored licensing files are being damaged or removed.  Please follow the steps listed in https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html to remove any Adobe-related certificates. 

 

If the behavior happens again, please check the settings for any installed security or utility software to verify it is not damaging or removing the stored digital certificates used to validate the Creative Cloud membership.

 

The fact this is occurs every 30 days seems to point to some type of clean-up utility that is performing a monthly task.  Since you have an annual membership, the computer is not checking in that frequently to verify the status of the membership.  Please see https://helpx.adobe.com/creative-cloud/kb/internet-connection-creative-cloud-apps.html for more information.

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