Error message: "Sorry, but we can't obtain a license"

Question

Hello all. I've been using CC on a corporate license which has just expired. Attempting to open apps following expiry of the license I see this pop-up:

I logged out of that account and logged back in with a different account (personal email, on a free trial initially which I plan to eventually upgrade).

Still seeing the error message. Have tried uninstalling/ reinstalling apps, restarting the computer, deleting certificates, and switching to a different user on the same machine - no luck.

However I can access the apps under my personal account through a different machine so I think the issue is with my computer. Is there anything I can do to make my machine completely 'forget' its previous association with the corporate license?

Any ideas much appreciated.

kglad · Accepted Answer

using the cleaner is easy and requires no technical knowledge. however, it should remove everything cc (including all apps), but it's best to properly uninstall everything* first and only then use the cleaner to remove leftovers.

if you're not ready for that step make certain you removed all certificates listed at https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

if you do that meticulously and it seems to fail, restart your computer and see if the problem is resolved before proceeding.

*

to properly clean and prep for reinstall:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

<windows only>
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated

</windows only>

restart your computer (don't skip this)

reinstall the cc desktop app using the appropriate link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

Abambo · Answer

Did you use CC cleaner to uninstall the complete Creative Cloud, even whatever is left over by uninstalling? https://helpx.adobe.com/uk/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.