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H
HoustonMarathonCommittee
Inspiring
August 24, 2023
Answered

Creative Cloud Licensing Issue

  • August 24, 2023
  • 7 replies
  • 3815 views

My organization's Adobe Creative Cloud subscription renewed on August 9th.  We have seven (7) licenses.  After the renewal the administration page showed I had 7 (users) of 2 (licenses). Shortly thereafter five (5) users lost access to Creative Cloud.  Since then, the issue has degraded to 0 of 2, then 0 of 0.  Current status is none of my users have access to their Creative Cloud applications.  In an attempt to get users working I agreed to purchase addition licenses, and was billed for them, only for them to stop working within a day or two.  I did this action twice (purchased additional licenses) in an attempt to get my users working again.  This has been going on for well over a week at this point.

Is anyone else have issues accessing their Creative Cloud apps due to licensing issue?

  • Our Acrobat Pro licenses are working fine, only impact is with Creative Cloud licensing. 
    Correct answer HoustonMarathonCommittee

    @HoustonMarathonCommittee checking in this morning - has anyone from Adobe reached out to you directly regarding this?


    I received an email that my cases is closed and that my Creative Cloud licenses have been cancelled, which is true.  I created a new Adobe team account, cancelled the existing licenses for full refund, and created new licenses under new Teams account.  So I resolved the issue myself.  Thanks for your assistance!  And to confirm, I have never received any contact from Customer Care or engineering about the true cause of my issue.  I don't know if it ever would have been resolved without me taking action.  I wish I had taken this action sooner.

    Thanks!

    7 replies

    H
    HoustonMarathonCommitteeAuthor
    Inspiring
    August 31, 2023

    My issue is resolved, but I resolved it myself. I created a new Adobe teams account and I cancelled the existing Creative Cloud licensing under my original Adobe teams account.  So far, so good.  I am suppossed to receive a full refund from Adobe on the Creative Cloud licenses from my original teams account.  So now I have two (2) Adobe teams accounts, one for Acrobat Pro and one for Creative Cloud.  As I stated before, the only phone call that I ever received from Adobe was from the sales account manager that helped to create the new Adobe teams account.

    I am keeping my fingers crossed that this ends our Adobe license fiasco for good.

    Thanks to the Adobe experts that offered assistance and escalated to their contacts within Adobe!  Sorry that was a waste of your time.

    Cheers!

    H
    HoustonMarathonCommitteeAuthor
    Inspiring
    August 30, 2023

    My update today is that the Acrobat Pro licensing was corrected yesterday.  We now have 8 of 8 licenses for Acrobat.  Creative Cloud is still down. Yesterday I started to create a new Adobe Direct account so that I can purchase Creative Cloud licenses for the seven people that have been unable to work since August 9th. I hate to resort to paying again, as I already purchased 10 additional Creative Cloud licenses in an attempt to return functionality to staff.  I had to use the Chat function for assistance when I created the new account to establish a Team account.  About halfway through the process I ended the chat before we finished configuring the Team account and shut down my computer for the day. Interestingly, I received a phone call from the agent on the chat session.  This is the FIRST and ONLY phone call that I have received from anybody at Adobe.  Seems that if it involves more revenue they are interesting in talking to you.  So back to the issue at hand, I checked and our situation is still the same Acrobat OK, Creative Cloud not working.  I will continue with purchasing seven more Creative Cloud licenses under a new Teams account and get our staff back to work.  This really sucks to pour even more money into Adobe to get our staff back to work. This is basically a ransomeware scenario at this point.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    August 30, 2023

    @HoustonMarathonCommittee 

     

    has adobe offered to reimburse your company for any duplicate payments?

    H
    HoustonMarathonCommitteeAuthor
    Inspiring
    August 30, 2023

    Yes, BUT only after the issue is resolved. I called Customer Care yesterday and I requested to cancel the Creative Cloud licenses and requested a full refund, but they would only refund the two (2) licenses that are shown in the system.  I have been promised full reimbursement plus 30 days of free licensing for Creative Cloud by one agent.

    I really hate pouring more money into Adobe for licensing that has been already been paid to our annual subscription.

    Bani Verma
    Community Manager
    Bani VermaCommunity Manager
    Community Manager
    August 29, 2023

    Hi there, 

     

    Apologies for the frustration caused.

    I have already contacted the team handling your case and asked them for an update. I'll get back to you once I have a reply from them. 

     

      D
      DSI_CG7931864854akma
      Participant
      August 28, 2023

      Idem pour moi depuis plus d'une semaine, malgré un renouvellement de licence réaliser au mois de juillet. Une semaine qu'il doive faire le nécéssaire, mais rien ne se passe. Rupture de service pour ma boite, une honte..

       

        H
        HoustonMarathonCommitteeAuthor
        Inspiring
        August 28, 2023

        Sorry to hear that you too are experiencing the same issue.  If they resolve your issue, please post and let me know that there is hope at the end of this dark tunnel of dispair.  I will do the same.

        Kevin Stohlmeyer
        Community Expert
        Kevin StohlmeyerCommunity Expert
        Community Expert
        August 28, 2023

        Hi all, waiting for an employee to chime in but I can confirm this has been noted by the team and escalated. Thanks for your patience!

        boprcsoftware
        boprcsoftware
        Participating Frequently
        August 27, 2023

        I cannot believe Adobe is still creating the same issue, I suggest that if you are able to, contact your regional Adobe account manager exaplain the impact this is causing and demand immeciate action. For me I went all the way to the top of Adobe detailng the complete lack of action from Adobe support to sort this out, including details of the impact to our users and date when the ticket was first logged with support, it wasn't too long after that and the appropiate Adobe support took action to sort this out. Good luck

          H
          HoustonMarathonCommitteeAuthor
          Inspiring
          August 28, 2023

          Well, part of the issue is that we don't have an Adobe account manager.  We purchased our licensing direct from Adobe.  I have requested that Customer Care escalate the issue to their manager, and have requested call backs from their manager but have never received a phone call from anyone.  Customer Case promises that someone will call in 1-2 hours, but that has never happened.  I am numb over the lack of response and support from Adobe.  I hoped that by posting on this forum that it might stir up some action, but that has not happened at this point.  Starting week 3 with no Creative Cloud licenses.  Is there anyone out there that can help us?

           

          boprcsoftware
          boprcsoftware
          Participating Frequently
          August 28, 2023

          I also wasn't aware that there was a regional account manager or how to contact them but by sending an email to the very top of the Adobe food chain support for our issue got traction from Adobe, try googleing who you thnk is best to hassel and fire off an email. I guess its too much to think that when Adobe sales manager can be earning up to $260K salary they could afford a decent support team, Adobe Account Manager Salaries | Glassdoor 

          Kevin Stohlmeyer
          Community Expert
          Kevin StohlmeyerCommunity Expert
          Community Expert
          August 24, 2023

          Hi @HoustonMarathonCommittee are you an enterprise client? Do you have access to your Admin console (assuming so since you can see the licensing info)? Have you tried contacting Adobe Support via the Admin console?

          H
          HoustonMarathonCommitteeAuthor
          Inspiring
          August 25, 2023

          Kevin:  Yes, I am the administrator for our organization, and use the Admin console to manage our licensing.  Yes, I have a case open with Adobe Customer Care.  I cannot get an estimated resolution date for this issue,and it has been gping on for several weeks.  I have requested escalation for my issue on the business side of Adobe with no luck.  The issue has been escalated to Adobe engineering since the first day I reported the problem.  Customer Care has indicated that others are experiencing the same issue.  If that were the case, I would expect to see something in the forum.  So I decided to ask if anyone else is experiencing this issue.  We are currently dead in the water with respect to our Creative Cloud licensing.  Our Acrobat Pro licensing is currently working.

          H
          HoustonMarathonCommitteeAuthor
          Inspiring
          August 25, 2023

          @HoustonMarathonCommittee 

           

          see/follow your post here https://community.adobe.com/t5/enterprise-teams-discussions/complete-fiasco-with-creative-cloud-licensing/m-p/14036946#M48382 where an adobe employee was flagged.


          We are experiencing a very similiar issue that you reported.  When our subscription renewed on August 9th, our Creative Cloud licensing when from 7 of 7 to 7 of 2.  We are now at 0 of 2 and I cannot assign those two licenses to anyone. We are on week 2 of this issue.  I call Adobe Customer Care on a daily basis for status since I cannot seem to receive a phone call nor email with a status report.  I have been in the IT industry for over 33 years and this is the worst experience I have ever encountered.  We are a small non-profit and the staff that uses Creative Cloud uses it almost daily, so we are dead in the water.  I am numb from the stress of trying to get a resolution on this issue.

          kglad
          Community Expert
          kgladCommunity Expert
          Community Expert
          August 24, 2023

          <moved from cc services>

          H
          HoustonMarathonCommitteeAuthor
          Inspiring
          August 25, 2023

          Interesting that a Creative Cloud licensing issue would be removed from Creative Cloud services community.

            kglad
            Community Expert
            kgladCommunity Expert
            Community Expert
            August 25, 2023

            (i moved your post to the enterprise&teams forum which is better suited for your post.)

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