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M
Maryal
Participant
December 31, 2012
Answered

creative cloud software says my free trial has expired, but I have a paid subscription

  • December 31, 2012
  • 45 replies
  • 238694 views

my creative cloud software says my free trial has expired, but I have a paid subscription and money was taken out of my account so I know it is paid. help!

    This topic has been closed for replies.
    Correct answer AllDayDev2

    If you use Photoshop at all, you may need to install the latest update to resolve this issue. See this blog post for more information:

    http://blogs.adobe.com/crawlspace/2013/01/photoshop-13-0-413-1-2-updat es-now-available.html

    If you do not have Photoshop, then try the solution that others have mentioned previously:

    1. Open the Adobe Application Manager (AAM).
    2. If applicable, let AAM complete any automatic updates and restart itself.
    3. Sign in with your Adobe ID. (Optionally, you can close AAM at this point.)
    4. Open a CS6 application (e.g. InDesign CS6).
    5. If prompted (e.g. you get the trial screen), click "License This Software" and sign in with your Adobe ID.

    45 replies

    Show previous replies
    A
    Adobe_Support_IsNoFun
    Participant
    November 11, 2013

    I have users that have started using Adobe Creative Cloud subscriptions, and one of them has been experiencing this same issue.  Windows 7 Enterprise (64bit).   Acrobat XI Pro was coming up stating that it was trial version that expired.  Clicking Register, required them to sign in with Adobe ID, and after doing so it than asked for Serial Number to license it which Creative Cloud doesn't use license key.   Logged in with their Adobe ID, downloaded and updated to the most recent version of Adobe Application Manager as prompted.  Made sure all applications were up to date.  Yet still had the same exact issue.  Adobe had me check the HOSTS file to see if there was an Adobe entry at all and their was not.  Check the host file here: C:\Windows\System32\drivers\etc open hosts with Notepad. 

    After verifying there was no Adobe entry here, they had me just go delete the opm.db file located within the users profile.  Close out of the Adobe Creative Cloud Applicaton Manager completely,  Than go to   C:\Users\userprofile\AppData\Local\Adobe\OOBE find the opm.db file and delete it.  NOTE:  userprofile will be the name of the users account having the issue.

    After deleting this file, I than relaunch the Creative Cloud Application manager and sign in with the users Adobe ID and password registered against their cloud subscription.  I was then able to launch and use Acrobat XI Pro just fine.  It seems that somewhere along the line Adobe fails to communicate to their server agains the ID and corrupts the registration, thus turning it into a trial version.  Deleting the opm.db file forced the application manager to use sign in again and re-register the subscription and reactivated the program for us.

    Other possible helpful information is to ensure that your company or local firewalls settings allow the following hosts/ports open for communication. 

    Site/Port information used by Creative Cloud for teams

    The following host/port combinations may need to be whitelisted when logging in to the Creative Cloud for teams with an Adobe ID to download, install, and activate licensing for applications via a Creative Cloud membership.

    • ccmdls.adobe.com:443
    • ims-na1.adobelogin.com:443
    • na1r.services.adobe.com:443
    • prod-rel-ffc-ccm.oobesaas.adobe.com:443
    • lm.licenses.adobe.com:443
    • cmdl.adobe.com:80

    swupmf.adobe.com:80

      OzAnthony
      OzAnthony
      Participant
      May 29, 2014

      Why do I need to read all this and waste my valuable time to try to solve Adobe's licensing problems? Can't they solve their own problems? My adobe acrobat pro has just started to stop working because it says that the trial version has expired and it's a completely paid up version. They're still debiting me every month. What's the solution to this problem?

      I installed the applications manager, updated and now its gone and replaced with adobe creative cloud. Adobe instructions were all useless. Do they know their own software? I want to cancel my subscription.

        C
        ckutschka
        Participating Frequently
        September 10, 2013

        i need also to answer here.

        This Post i now half a year old and there are still a lot USERS have still the same problems...

        and ADOBE do NOTHING.

        i talked to the german support on the phone.. we tried out some things but nothing helped and now.. the company let me wating....

        No any further respone.. no feedback...

        This behavior SUCKS really... also this company.

        this is against LAW. we pay for the Service and the dont fix this urgent bug.

        I really dont understand this...

        i have the same problems since the first install..

        i always need to relicence my Apps...

          AllDayDev2
          Community Manager
          AllDayDev2Community ManagerCorrect answer
          Community Manager
          January 25, 2013

          If you use Photoshop at all, you may need to install the latest update to resolve this issue. See this blog post for more information:

          http://blogs.adobe.com/crawlspace/2013/01/photoshop-13-0-413-1-2-updat es-now-available.html

          If you do not have Photoshop, then try the solution that others have mentioned previously:

          1. Open the Adobe Application Manager (AAM).
          2. If applicable, let AAM complete any automatic updates and restart itself.
          3. Sign in with your Adobe ID. (Optionally, you can close AAM at this point.)
          4. Open a CS6 application (e.g. InDesign CS6).
          5. If prompted (e.g. you get the trial screen), click "License This Software" and sign in with your Adobe ID.
            J
            jeffsams
            Participant
            March 15, 2013

            I was on location with no internet when this came up - all my cloud sourced software was disabled and I was unable to perform my job

            thanks a lot

            A
            Anonymous
            January 10, 2013

            This is quite frustrating.  I assume that there will be a credit on my bill for down time?

              K
              kenyongerbrandt
              Inspiring
              January 9, 2013

              I am getting the same result now with pretty much any of the CS apps that I open. The initial "Welcome to this Trial" screen. However, when I click on "License" it askes for the retail serial number. I have found that simply closing the window and confirming that I want to "Quit" makes the trial splash go away. The app will open and as far as I've been able to observe, everything functions as it should. So at this point the whole thing is really an incovience as I now have to close the trial pop up and then confirm that I want to quit anytime I open any Adobe product. For me this first started with the upgrade to Acrobat XI. I went through the forums and attempted to troubleshoot this problem there to no avail. Nothing like feeling as if you have pirated software you've legitimately paid for.

                K
                kenyongerbrandt
                Inspiring
                January 10, 2013

                FYI, there are some Adobe Creative Cloud subscriptions that utilize product keys. I found this to be the issue for me. I work for a non-profit and purchased my CC license through CDW. In order to retrieve my license keys I had to log in to the licensing.adobe.com website (using my CC username and password). There I navigated to "retrieve license keys" and selected the correct order number and viola...at the bottom were keys for the Adobe Team Ready software. Note that Acrobat requires it's own key. Thank you to Adobe Customer Service for walking me through this. I hope this helps others.

                Ken G. Rice
                Community Manager
                Ken G. RiceCommunity Manager
                Community Manager
                January 10, 2013

                @kenyongerbrandt - Adobe Team Ready was a solution offered before the Adobe Team was available. It is a solution that uses serial numbers. Now both Team and Individual subscriptions to the Creative Cloud just use an Adobe ID, no serial numbers at all.

                K
                K@Mosaik
                Participating Frequently
                January 9, 2013

                My problem is exactly the same as Comment 19 above. It happens intermittently. I 'License the Software' which then says "Thank you for your Subscription" (which worried me the first time it happened because I'm already subscribed and I thought it had created a second subscription for me! Luckily it looks like it hasn't). Everything is fine for a few days and then I'm told I'm on a Trial version again.

                And, as above, this happened after an update late last year. I'm being told I've only got 11 days left and I'm praying that the apps don't stop working for me then. Although I'm happy with the applications through Creative Cloud, I've already had issues with subscriptions early on, with two subscriptions being created after my apps stopped working after a month. I cannot afford for it to happen again!

                Please fix this soon as none of the solutions here have worked so far. 11 days and counting for me...

                K
                K@Mosaik
                Participating Frequently
                January 9, 2013

                I've just come across this article on the Adobe site: http://helpx.adobe.com/photoshop/kb/trial-screen-displays-you-open.html

                It seems they're working on a solution but, basically, you can either 1) uninstall and reinstall Photoshop CS6, or 2) relicense the software each time you launch or 3) keep using it as a trial, crossing your fingers that the issue is fixed before the trial runs out!!

                As this isn't only happening in Photoshop, I really don't want to download all the apps and reinstall them all again! So, I'm crossing all my fingers and relicensing until Adobe sorts it out with reinstalling as the last option.

                M
                MaryBrettell
                Participant
                January 9, 2013

                After contacting 'Adobe Care' via email and after many emails back and forth I was advised today that the 'issue' has been 'fixed'... I will wait and see :-|

                G
                GillesO
                Participant
                January 8, 2013

                I'm still having this problem, as the above solution didn't work for me. I'm on a PC

                D
                duaz
                Participant
                January 8, 2013

                I have this same problem.

                JairajMike's steps did not solve it (the original 4 steps, as well as the links provided did not change anything for me).

                The Adobe Application Manager solution doesn't work either for me. It was already up to date, as well as my apps.

                This is what I get every time I open Photoshop, for example: http://i.imgur.com/HKYYN.png

                Window 1: I click "License This Software"

                Window 2: I click "Sign in"

                It seems to work, I can use Photoshop, but then when I start it the next time it happens again.

                I am on Windows 8.

                G
                GillesO
                Participant
                January 8, 2013

                Seems like I've solved it. I was using the Dutch version and I didn't buy a subscription for multiple langauges. So I just installed the English photoshop version and now it's registered!

                J
                JHWade
                Participant
                January 7, 2013

                Is there a way to escalate this issue so it gets fixed?  I'm getting this every month now, and once, when opening a file with a client over my shoulder.

                Z
                zootie72
                Participant
                January 3, 2013

                Hi Everyone,

                I had this same problem. I'm running the CS6 Creative Cloud Subscription on a Mac (OS X v 10.8.2)

                And this just worked for me:

                Go to:

                - Finder

                - Applications

                - Adobe Application Manager

                - core

                - PDApp.app

                It asked me to enter my log-in credentials.

                Once I logged in, now all of my applications are working just fine and not in try-out mode any more.

                Hope that helps and works for you too.

                  J
                  Jude_McAuley
                  Participating Frequently
                  January 3, 2013

                  Sadly, didn't work for me. I did have to log in and it says all my downloaded apps are up to date though.

                  JairajMike
                  JairajMike
                  Participating Frequently
                  January 2, 2013

                  Hi All,

                    Sorry for the inconvenience caused. If the above steps mentioned did not resolve, then please follow the steps mentioned in the below document:

                  http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

                  Revert back if you have any issues.

                  Regards,

                  Jairaj

                  J
                  Jude_McAuley
                  Participating Frequently
                  January 3, 2013

                  None of that worked for me here.

                  My clock is correct and in the correct timezone.

                  My firewall is not blocking Adobe

                  I can connect to the Adobe Licence Management Server

                  There were no Adobe.com entries in the Hosts file

                  The Root CA Certificates were valid

                  I'm down the 24 days, so I suppose this started on the 29th of December. I did recently use the Adobe prompt to upgrade a few programs around this time.

                    M
                    mpaisley
                    Participant
                    January 3, 2013

                    Same, tried/verified all those steps and it still is in trail mode.

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