Can't install, tried everything. Case number available.

Question

Hi,I have struggled for awhile now with installing Photoshop, Lightroom and Lightroom Classic. I have the Photography plan.The 3 softwares worked 1 month. Then one day when I tried to start through the CC desktop app it it said I didn't have them available in my plan. I logged in and checked and I was still registered with the plan. And money has been withdrawn from my bank account. So I tried starting the app as administrator. Didn't work. I then tried to reinstall, using the CC cleaner tool and made sure every file was deleted from my computer. After installing the CC desktop app again it now just says Installation failed when trying to install. Last Sunday, April 8th, I contacted Adobe chat and after waiting a long time I got a respons. a customer representative tried to help me by remote controlling my PC, but couldn't fix it. He then said that he had to ask for help and that I would be contacted by phone some time during the week, Monday-Friday. I still haven't heard anything. Please call me or help me fix this in some other way, or refund the last 2 payments I've done, since I have a software that doesn't work.I use Windows 10 and my case number from chat is ADB-1674633-D4L8.Thanks.RegardsCarl Olof

kglad · Accepted Answer

these are user-to-user forums. if you want to contact adobe support again, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

if your error message is your programs are trial versions or your trial has expired:

check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

if your account shows

a. your subscription is active,

1. sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

2. if that fails, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

3. if that fails, https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html

4. if that fails, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

if your account shows

b. you have no subscription and you're paying for one

1. using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

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