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

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