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A
Amsterdam123
Participant
December 15, 2014
Question

Can't install Creative Cloud Student and Teacher version.

  • December 15, 2014
  • 1 reply
  • 352 views

Dear sir/madam,

I recently bought I one year subscription to the Creative Cloud Student and Teacher Edition, via Surfspot.nl. I activated the exchange code via Surfspot, and thereby activated the subscription.

However, I had already installed a trial version of Adobe Premiere Pro CC 2014 on my (Windows) computer earlier. When I open Premiere Pro now, it is still the trial version - which has expired. So I can't use it. When I click 'License this software', I am asked for a serial number, which I don't have.

Surfspot.nl advised me to remove all Adobe products from my computer, and then retry installing from the desktop app. I tried doing that with the CS Cleaner tool. But when I try to 'remove all', the cleaner tool tells me it failed to remove everything. It says: "Some files could not be cleaned up. Please try closing your internet/web browser, and rerun the Cleaner Tool to complete your clean-up."

The strange thing is: I tried it several times, closing my browser or not even having my browser opened at all. So that can't be the problem.

I'm confused about what to do. Can you help me?

Thanks a lot!

This topic has been closed for replies.

1 reply

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
December 15, 2014

Amsterdam123 if the computer is unable to authorize your current membership then please see Sign in, activation, or connection errors | CC, CS6, CS5.5 - http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html for information to resolve the connection error.

A
Amsterdam123Author
Participant
December 16, 2014

Hey Jeff,

Thanks for your response. But I don't think there's a connection error, is there? The suggested errors on the forum you mention, are not the one I get... which is "Some files could not be cleaned up. Please try closing your internet/web browser, and rerun the Cleaner Tool to complete your clean-up."

Jeffrey_A_Wright
Jeffrey_A_Wright
Legend
December 16, 2014

Amsterdam123 if you have a valid membership then it would be a connection error.

I did check the e-mail address which you posted to the forum and their is not an active Creative Cloud Membership applied to the account.  I would recommend you re-review the documentation provided by Surfspot.nl and follow their processes to redeem your redemption code for your membership.  If you have any questions on how to redeem your redemption code then please see Redemption Code Help.

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