federated access user gets trial version of CC

Question

Hi,We have federated access set up for users to download Adobe CC on to home devices. I have a user who has downloaded the products onto a PC which had to be rebuilt. Now she cant download the product again and only gets offered the trial versions. How can I get round this? Is there something I can do on the Adobe Dashboard to reset her account?Thanks

puneeta23771395 · Answer

Hi,Please try following troubleshooting steps on user machine to fix this issue1) Close all adobe related processes in task manager (Core sync, services for adobe desktop app, adobe desktop service, Adobe IPC broker, AAM updater)2) Navigate to following locations and assign the current user full permissions to adobe folders. C://program data (enable view hidden files to see this folder) C://program files 86x/common files C://program files 86x/ C://program files/common files C: //program files/3) rename SLstore to Slstore.old at following location c://program data/Adobe/4) Rename SLcache to Slcache.old at following location C:\Program Files (x86)\Common Files\Adobe4) Navigate to c://users/username/appdata/local/adobe/oobe and rename Opm.db to opm.old5) Navigate to c://windows/system32/drivers/etc/ and open hosts file using notepad. IF you see any Adobe entry there please replace that hosts file with a new hosts file which does not have any adobe entry. If there is no Adobe entry leave the hosts file as it is.6) Launch cc app and sign in .

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