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dctsv33105627
Participant
December 17, 2018
Answered

Adobe Creative Cloud not Installing, Cannot clear Deactivated Devices in Admin Console

  • December 17, 2018
  • 3 replies
  • 566 views

Looking for Community assistance, as I've been on hold for 2 hours trying to contact Adobe by phone and their Online Chat only has options as shown in the attached image. Additionally, their "Click here for support" just loop around back to admin console over and over.

Now onto the actual problem. I am unable to install Adobe CC products on my domain devices. They previously had products, but licensing had expired. We bought new licenses, but the devices did not automatically detect them. I deactivated the devices in admin console in an attempt to then reactivate them. However, I've now realized there is no way to remove them from the deactivated devices list myself. Beyond that, the packages I built in admin console will not install. Neither the MSI or EXE install correctly. The MSI fails immediately. The setup runs, installs 4 or 5 apps, then restarts explorer.exe and fails. Failing causes it to uninstall all the products it did install correctly except it leaves Creative Cloud. The setup errors I've received are both related to bootstrapper. I've gotten (81) which implies another process is causing a conflict. I have received that even with no adobe, coresync, node, or cc* processes running. If that does not happen, I get (-1) which implies it did not run as admin. I've received (-1) even after setting the EXE to always run as admin, after running it from powershell after starting powershell in admin, and when running it from the login screen using PDQ Deploy. I have successfully installed the 2017 versions, from packages again created on the admin console, on 5 machines after over 20 hours of trying, only to have it tell me they are trial versions which will be inoperable after 7 days. I believe this relates back to my "Deactivated Devices" issue. Any help would be appreciated since Adobe has essentially made the forums the only place to get assistance.

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Correct answer dctsv33105627

Eventually got through to Customer Support by phone. When opening the Creative Cloud Packager application my account had auto detected to Enterprise instead of Education. This meant that instead of Device License, it showed Serial License. I had to logout out in the application itself which let me then choose which to sign in as. Once signed in as an Education account, Device license was an option and everything is moving along. They did not fix my deactivated devices but also assured me it would not be a problem.

3 replies

dctsv33105627
dctsv33105627AuthorCorrect answer
Participant
December 17, 2018

Eventually got through to Customer Support by phone. When opening the Creative Cloud Packager application my account had auto detected to Enterprise instead of Education. This meant that instead of Device License, it showed Serial License. I had to logout out in the application itself which let me then choose which to sign in as. Once signed in as an Education account, Device license was an option and everything is moving along. They did not fix my deactivated devices but also assured me it would not be a problem.

Ned Murphy
Legend
December 17, 2018

You need to pick one from the top section, then the next section, and then choose the Show My Contact Options...  chat should appear

dctsv33105627
Participant
December 17, 2018

None of the top ones are relevant, I need Creative Cloud or something similar. Photoshop being there 5 times isn't getting me to the right place.

Ned Murphy
Legend
December 17, 2018

For the chat...  Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it continues to fail try using a different browser.

dctsv33105627
Participant
December 17, 2018

The site looks exactly the same on Edge as it does on Chrome. Does yours have other options when accessing Contact Customer Care ?