Inspiring

Answered

Constant licensing issues when changing location

Forum|Forum|3 years ago
September 26, 2022
5 replies
955 views

I have a Windows 11 laptop which I use on 3 locations: At home, at work and at my mountain cabin. In total I have Lightroom installed on 2 workstations: The laptop + my desktop computer (never have any issues with this one).

From laptop I also never have issues from home or at work. However, when I go to the mountain cabin with same laptop (using mobile broadband) it appears like Lightroom thinks I'm not licensed and/or that I am suddenly using a new device: I am asked to sign in, then I am asked to sign out one of the devices (despite the laptop I am on is one the devices listed). Then I restart Lightroom and always get an issue that Lightroom can't connect to the licensing server. Then I need to do a full reboot of computer, go through all the steps above again - and only then I'm able to start using Lightroom.

Any ideas what's causing this or how I can avoid these issues?

Windows

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Correct answer paalbNO

Since I hate it when I find threads with issues I am facing, and people haven't updated with a solution, I will give a bit more input before I forget. Although I still don't know if the problem is fixed permanently (will update thread if it isn't), and unfortunately I don't have all the steps.

I Contacted Adobe on their chat, explained the issue and the guy on support tried to connect to my computer remotely. Unfortunately Adobe's remote tools did not work, so we went through a time consuming chat where I did performed the steps he asked me to:

I killed all Adobe related Windows processes and services from task manager
Started certificate manager (personal) and deleted all the Adobe certificates I had listed
Started Credential manager in Windows and deleted a lightroom credential + another Adobe credential I had stored
Went to the following folders and renamed several Adobe folders to .old: program files(x86)\Adobe, programdata\Adobe & <userprofile>\appdata\local\adobe + localrow\adobe. Unfortunately I don't have the exact folders here, since I did not get a transcript of the chat.
Tried starting creative cloud again, did not work (just spinning on loading). Did a repair of creative cloud and it loaded fine
Started lightroom, which also opened just fine without a login prompt

If you are having the same problems, and find this thread, I'd recommend trying the first steps in credential manager + certificate manager, then uninstalling both Lightroom & Creative cloud desktop, then reinstalling both (which should take care of fixing the files, since I don't have the exact folders I renamed).

paalbNOAuthorCorrect answer

Inspiring

Since I hate it when I find threads with issues I am facing, and people haven't updated with a solution, I will give a bit more input before I forget. Although I still don't know if the problem is fixed permanently (will update thread if it isn't), and unfortunately I don't have all the steps.

I Contacted Adobe on their chat, explained the issue and the guy on support tried to connect to my computer remotely. Unfortunately Adobe's remote tools did not work, so we went through a time consuming chat where I did performed the steps he asked me to:

I killed all Adobe related Windows processes and services from task manager
Started certificate manager (personal) and deleted all the Adobe certificates I had listed
Started Credential manager in Windows and deleted a lightroom credential + another Adobe credential I had stored
Went to the following folders and renamed several Adobe folders to .old: program files(x86)\Adobe, programdata\Adobe & <userprofile>\appdata\local\adobe + localrow\adobe. Unfortunately I don't have the exact folders here, since I did not get a transcript of the chat.
Tried starting creative cloud again, did not work (just spinning on loading). Did a repair of creative cloud and it loaded fine
Started lightroom, which also opened just fine without a login prompt

If you are having the same problems, and find this thread, I'd recommend trying the first steps in credential manager + certificate manager, then uninstalling both Lightroom & Creative cloud desktop, then reinstalling both (which should take care of fixing the files, since I don't have the exact folders I renamed).

M

Mario266960683zp9

Participant

Hello,
We have the same problem in our company since 2 weeks, when some users change computer, they have this error and are not able to login to the Adobe App...

We also had the error on the Adobe Account side we need to release 1 device every time we want to use a new one.

Can somebody tell if there is a log file for the CCDA connection? I saw that there is a tool to collect the logs, but I wasn't able to find 1 useful log inside.
or did somebody found a solution about it ?
Thank you

paalbNOAuthor

Inspiring

Spent hours testing and searching forums, I still have no solution.

@Rikk Flohr: Photography Been close to a month since I first posted: Do you have any suggestions here, or contact details for someone in Adobe who can help me out? Any more info I can provide that can help you pinpoint what's causing my problems?

Rikk Flohr_Photography

I've made a change on the backend on your account, @paalbNO. Try it for a week or two and let me know if the problem goes away.

Rikk Flohr: Adobe Photography Org

paalbNOAuthor

Inspiring

How can I actually reach Adobe support? I check https://helpx.adobe.com/contact.html, hit "what are my contact options" and Chat/Phone is greyed out. Forums is the only option, and no Adobe staff reply here - right?

Jim Wilde

Community Expert

Forums is the only option, and no Adobe staff reply here - right?

Rikk Flohr, the guy who replied to your first post, IS an Adobe Employee (as clearly stated beneath his name). But it's currently the middle of the night in the US at this time, so it might be a while before he gets to your follow-up posts.

paalbNOAuthor

Inspiring

I start LR, first get a login prompt, and successfully log in with email + password.

Next I get this. While trying to start Lightroom on the highlighted computer, which now says "last launched 6 hours ago" ?

I sign out highlighted computer

…then I get this error:

I quit Lightroom Classic, starts up again, same sh*t happens again and I keep ending up on “can’t verify your subscription status”.

Need to reboot my laptop, go through another sign-in with email/pw, do another sign-out of highlighted computer, then finally Lightroom starts.

Its....a.....really....annoying....hassle 😊

Rikk Flohr_Photography

Is your mountain cabin very near a time-zone boundary?

Rikk Flohr: Adobe Photography Org

paalbNOAuthor

Inspiring

no, in the middle of Norway on a mobile broadband solution from Norway's largest ISP. So whatever adobe is picking up, there should be nothing abnormal with location, the IP-address, traffic etc.

I'll explain in details below

Rikk Flohr_Photography

Are you close to an international boundary?

When using a mobile hotspot to access the internet, especially in mountainous regions, it is possible for your device to acquire signals in alternate time zones/countries. If this happens often enough it may give the software the impression that your account has been compromised and being used by multiple entities in different locations.

Is that possible?

Rikk Flohr: Adobe Photography Org

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