Re: Creative Cloud Subscription stuck in Trial mode

Question

Same issue here...again. Tried the fixes proposed on every forum and self-help link as well as the volume serialization fix. Still nothing. Have now been on hold over an hour hoping to get access to the software I paid for. Disappointing Adobe hasn't fixed this problem yet.

ebhenry · Accepted Answer

I finally got in touch with someone today. While not entirely professional in his handling of the case and responses to my questions, his advice did fix my problem.

Basically, anyone with device licensing who was previously advised by Adobe to use (and was successfully using) the Creative Cloud Desktop App to manage installs and updates can no longer do so. He told me that was never the case and basically called me a liar, insisting that I present proof of what I had been directed to do.

Additionally, CC2019 is not yet available for device licenses, so when the app prompted install of updates, that is what caused the issue. Adobe has, according to my channel rep, plans to communicate that to its customers but has yet to do so. Odd since the updates were available on the 15th.

The only way to restore access was to completely remove any trace of Adobe programs and build a fresh package the old-fashioned way without the Creative Cloud Desktop App.

ebhenry · Answer

I have already tried every self-help option I could find, including the following:

Signing out of and back into my account in the CC app.
Checking for app updates.
Removing and restoring volume serialization via a licensing file (which used to work for this issue).
Cleaning the hosts file (no Adobe entries there BTW).
Uninstalling every shred of CC and running the cleaner tool, building a new package in my admin console, and reinstalling from scratch.

This seems to be an ongoing issue when updating to new versions of CC apps. This is at least the third time everything has reverted to trial mode after a simple app update. I am currently running Mac OS Mojave and was updating apps to CC2019 with Creative Cloud 4.7.0.400.

Worse, tech support is IMPOSSIBLE to reach. I spent 2 and a half hours on hold yesterday after being bounced to 4 different reps because no one seemed able to determine whether I needed Team or Enterprise help. The hold time, I learned from rep number 5, was due to an inability to actually transfer calls to tech support. A live agent finally called me back at 7:30 PM, but I had finally left my office and was on the way home. He offered to call me back in 30 minutes, but that never happened.

Adobe forums state I should be able open a case from my Admin Console, which is not true. I can only view old cases (or at least I can click on them, there's not really anything there to see, which is also odd). They also state that I should be able to contact chat support. Also untrue, unless I have not concocted the correct combination of help areas in the

options to produce a chat option. I have already lost nearly 24 hours of productivity at a crucial time due to this issue. When I pay a small fortune for something I expect to at least get top notch support access to fix things when they go wrong. This morning, I was on hold for another 35 minutes before losing patience and hanging up. I suspect this is due to the same transfer issue, which I warned rep #6 about, but it seems my concerns were unheeded.

Does anyone have any idea how to get this fixed?

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.

Scanning file for viruses.

This file cannot be downloaded