Hi @lizenz_4578,
Thank you for reaching out. The issue likely stems from license caching, where Adobe's servers or apps still recognize the old license from Contract A, or the issue seems to be related to a mismatch in user licensing during the transition between contracts. Please follow these steps to resolve it:
Check the Adobe Admin Console to ensure the affected users are active and correctly assigned the licenses under Contract B. Also, confirm that no licenses are still assigned to users under Contract A.
Confirm Login Credentials: Ensure users sign in with the correct email linked to Contract B and that Federated IDs (if used) are authenticated through the right identity provider.
Temporarily deactivate the affected users in Contract B. Wait 15-30 minutes, then reassign the licenses to ensure that the changes sync correctly.
Clear Cache: Log users out, delete cache files:
- Windows:
C:\Users\[Username]\AppData\Local\Adobe, C:\Users\[Username]\AppData\Roaming\Adobe
- Mac:
/Users/[Username]/Library/Application Support/Adobe
- Restart and log in again. Use the Adobe Cleaner Tool if needed.
Verify the domain is correctly linked to Contract B in the Admin Console.
If users see trial or expired license errors, follow this guide: Resolve trial and license expired errors.
I hope this helps resolve the issue. Additionally, could you please provide the number of end users experiencing this problem? This will assist us in offering more targeted support.
Regards,
AdChoices