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Creative Cloud update to 2019 now all apps Trial

Forum|Forum|7 years ago
October 15, 2018
39 replies
33807 views

We have a 100 device license for Creative Cloud that does not expire until July 2019. Today I updated to the latest versions of the apps which appear to be 2019 versions, and now all the apps say 'Start Trial' and if opened, prompt me that I have 7 days.

What the heck is going on? I would contact Adobe Support directly but frankly I had to do that earlier this summer when they failed to update our account when we renewed and all the apps stopped working...and it took them about a month to fix it and then never even contacted me to tell me it was fixed - so no faith there.

This topic has been closed for replies.

Correct answer Jeffrey_A_Wright

Thank you all for the feedback and patience. For more information on how to utilize CC 2019 applications see Apps not available in Creative Cloud Packager | CC 2019 .

Show previous replies

Jpw48

Participating Frequently

I've run into the same problem today at my school as well. We have 50 device licenses and updated the suite this morning, only to find that nothing now works. I was under the impression that buying the Creative Cloud licenses yearly ensures the latest software updates all the time, but it seems that was a lie.

If anyone from Adobe is reading this thread, you owe your customers an explanation. Is this a bug in the new releases that will be fixed soon, or is this a decision that you've made to deliberately rip us off? It's unacceptable.

matthewy42934344

Participating Frequently

Sadly it is not a bug - the document Dominic sent me earlier in response to this states at the top:

Caution:

Creative Cloud 2017 is the last version of Creative Cloud available on device licenses.

So this has been planned by Adobe without notifying any customers from the sounds of it...certainly we did not know when we renewed in July this year. Personally it would seem to be a cynical money grab - if you are a school with say 50 lab computers but 800 students you can pay $1250 for device licenses for 50 machines...but 800 user licenses would cost $2000 and that would not even include staff. As you may not know how will want to use the software or not you would really have to buy enough user licences to cover everyone or be ultra specific and therefore deny users from using the software if not on certain courses.

It is just not acceptable and I do not know of any other major software licensing that works this way for education.

J

JustAnITGuy

Participant

Well, it's nice to see Adobe is as customer-focused as ever.

I'm going to have to take a strong look at our options here. That would drive our costs and administrative overhead up significantly.

iainf31055475

Participant

I've just ran into this same problem and after a less than helpful chat support session found this thread and articles online, the support agent didn't even know about the changes!

It's ridiculous that Adobe would think that for education sector this is a acceptable change blinded by the $$$ no doubt.

The right thing to do would be to allow device licenses to be converted to named ones so at least we can continue to get the updates that we paid for!

matthewy42934344

Participating Frequently

This is what is on Adobe's own documentation that we received from our vendor this summer when our renewal was close:

K-12 Site Device licenses*

• Complete set of Creative Cloud desktop applications (services not included)

• Licenses for each computer, rather than each user (ideal for labs)

• Scalable deployment for a school site or district

• Flexible license terms from 1–4 years

• US$25 per license per year with minimum purchase of 100 licenses per school site and 500 per district**

This document is copyright 2018 and there is not a single mention of the removal of upgrade support. Adobe need to fix this problem ASAP - at least if we can PLAN to move to user licensing that is one thing but where there is zero mention of this issue from Adobe it is just simply unacceptable to say the very least.

matthewy42934344

Participating Frequently

Whilst I understand about reinstalling... We have over 80 devices with the software so reinstalling is just not an option.

The only option for us is for Adobe to fix everything as it is obvious it is at that end.

___Dom___

Community Manager

Unfortunately, the newly released versions of Creative Cloud applications are not compatible with device licenses nor serial numbers, so I'm afraid that downgrading is the only option here aside from using named-user licensing, as mentioned in our documentation:

Manage your Adobe Creative Cloud for education device licenses

You can create an uninstall package and a package containing the earlier versions of the relevant applications with Creative Cloud Packager.

Please note, that installing the Creative Cloud Desktop application on systems with device licenses is not recommended.

matthewy42934344

Participating Frequently

When was that documentation sent out to subscribers? It is also wrong as it states 2017 is the last that will work but 2018 did.

Frankly I feel that Adobe have just stolen thousands from us - we are a school, we have used Adobe products for years and ALWAYS used device licensing which makes sense in an education environment.

This is an absolute joke and disgrace - so we renewed the license this summer, no one said anything about there being an issue going forward and now the we get zero benefit for spending all the money we did.

___Dom___

Community Manager

I'm sorry to read that you are having problems, and that there have been issues in getting a response from our support team in the past.

As a short-term fix, you should be able to reinstall the CC2018 versions of the applications to have your licenses work again.

I would encourage you to contact support via our website at Contact Customer Care or from within your Admin Console at https://adminconsole.adobe.com/

Further information can be found in our documentation here: Licensing overview

S

scawelti

Known Participant

Any updates on this? It made our software inaccessible after the update today too. Please help!

K

Kbazor

Participant

Mine are 100 device licenses as well. I wonder if the device licenses are the only ones affected? I did notice that acrobat dc worked but photoshop goes to trial

K

Kbazor

Participant

I have the same exact issue. Must be a problem with the licensing site. Hopefully it will clear up after Adobe gets enough notice that an issue exists.

Nancy OShea

Community Expert

I'm moving this to the Deployment for Creative Cloud for Team, Enterprise, & CS forum.

Meanwhile, have a look at the answer in this related discussion.

Creative Cloud for Teams applications reverted to trial on home PC

Nancy O'Shea— Product User & Community Expert

Kanikas

Community Manager

Hi there,

We're sorry that you are getting an error for trial. Kindly follow steps shared in the link for help:

Stop Adobe Creative Cloud from opening in trial mode after purchase

Kindly let us know if this helps!

Thanks

Kanika

C

capeschoolsAuthor

Participant

I went through the steps but nothing worked. I have no host entries to remove and because this is a device assigned license logging in or out of CC does nothing.

I am seeing the same issue on a Windows machine (I am on a Mac) so I put my Mac onto a mobile hotspot in case it was our WiFi somehow but it does the exact same thing. Also through I did follow everything and was able to connect to the activation servers so should not have been our network anyway but wanted to eliminate that.

My computer is listed as licensed when I go to Manage Teams...nothing has changed at all except the upgrade to 2019 software.

Help!

R

RLong-Logisoft

Participant

With your deployments - do they include the "Creative Cloud Desktop Application"? If so, that might be the culprit. I had a number of schools that had included that within their device package and all of them are having the issue. There is some documentation that recommends deselecting it when creating the device package. Adobe is aware that you cannot have named user and device licensing on the same computer and when you include the "Creative Cloud Desktop Application" it can break the device package. However, it seems like the bigger issue is that the new apps that were released are based on their Sensei technology and are going to be more in line with how Adobe XD was licensed, which was only in the Named User license packages. The problem is when you include the Creative Cloud Desktop Application it can think or appear as if you are a Named User which is why those users got the banner saying update to 2019 and then they experienced the same issues many of you appear to be experiencing.

I have also included specific language that addressed the fix and why it happened that I shared with a client earlier today too in the hope that this helps:

"If you have packaged Creative Cloud applications for device licenses in the admin console based on the banner message in the Creative Cloud Packager, please note that the software will have to be uninstalled and a new package will need to be created using the stand alone version of the Creative Cloud Packager. The banner message is meant to communicate that the CC2019 version and updates released on October 15 are not available for device based licensing and will not be supported moving forward. A package for devices built in the console will automatically deploy the Creative Cloud Desktop application requiring users to sign in and ultimately breaking your licensing. Those devices will potentially also fail to activate.

Please follow these uninstall instructions and create a new package for installation."

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