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Students are only seeing the trial version for download- COVID Edu access

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Hello. I am writing with a problem. I am an Adobe administrator at the Institute of Journalism and Social Communication at the University of Wroclaw. We want to take advantage of access to Adobe programs for our students (until the end of May). We did everything in accordance with the instructions. I added student email addresses in the administration panel. Now when students log in, unfortunately, they cannot install free software. They only have the opportunity to try for 7 days or purchase. Logging out of the account and logging in again will not do anything. Please help.

COVID EDU Access

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Vikrant RCorrect answer

Inspiring

Hi Lumdir, are you seeing this behavior for newly added users, or does this happen to users that already existed on the Admin Console. For newly added users, we're hearing the it sometimes takes around an hour before users can start using the software. (The slightly longer processing time is due to the hugr number of student accounts that are being added at the same time. Our teams are working to try and reduce this lag.)

Can you check now and let know know if you still have issues? If you still see this issue, can you please log a support case by logging in to the Admin Console.

Q

quietriot1

Participant

Hello, I am a Torrens University student and I downloaded the software before the trial date and unfortunatley my pc died. and I rewcently had one built and I am unable to download the software can you help?

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iCharles

Legend

Hi @quietriot1,

Which software are you trying to download here?

^CS

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quietriot1

Participant

ADOBE

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Vikrant R

Inspiring

PawelU, Have you received confirmation that your request has been processed successfully? Can you also let us know the date when you submitted your request?

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Adriana_N

Participating Frequently

In my case, if an user didn't received the email from Adobe after more then 3 hours after I added it on Admin Console, should wait longer? Of course I received the confirmation from Adobe, with 2 templates for emails, three days ago.

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Vikrant R

Inspiring

Users won't get an email from Adobe. (Unless, it's a new Adobe ID account and they need to fill in some details and set passwords etc). If you've recieved conformation, you can go ahead and notify your users to go ahead and download or install apps.

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Adriana_N

Participating Frequently

What kind of licenses do you have, shared devices?

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Lumdir

Participant

I have the same error. Only the chance to try the app for 7 days or purchase it.

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Vikrant RCorrect answer

Inspiring

Hi Lumdir, are you seeing this behavior for newly added users, or does this happen to users that already existed on the Admin Console. For newly added users, we're hearing the it sometimes takes around an hour before users can start using the software. (The slightly longer processing time is due to the hugr number of student accounts that are being added at the same time. Our teams are working to try and reduce this lag.)

Can you check now and let know know if you still have issues? If you still see this issue, can you please log a support case by logging in to the Admin Console.

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caseym73668101

Participant

working for some of our students and many having problems, this rollout has been frustrating.

Can you provide clear instructions on how students are supposed to login once they are added to admin console?

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