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Adobe canceled my subscription to renew and I lost the use of photoshop & illustrator on old mac

Community Beginner ,
Jun 24, 2024 Jun 24, 2024

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I called adobe to discuss pricing on my subscription, I told the rep i have an old computer, with old apps and I need them to work until i migrate to a new computer. The rep promised me over and over that absolutely nothing will change. I said.. I can not lose my programs.. this is my income, my job. He promised. Needless to say.. the next day.. my current subscription was cancelled and a new one started. This is turn made it impossible to use my photoshop and illustrator 2018. The icons bounced, never opened, instead an adobe window just pops up asking to renew my subscription. I had work due today that I could not get to clients. 2.5 hrs on phone with customer service, 4 different people... photoshop expert mansplained to me...  said my programs were corrupt.. no they were not. I was in tears.. I said please just reinstate my original subscription ... "that is gone we can not help you"... You have to update your computer. I told rep. originally that my computer can no longer be updated, this is it.. they would not stop telling me to update my computer.  I then tried a chat for an hour... same answers... it's like they're not allowed to help anyone with old equipment.   The rep should have told me to leave it alone... if this is what is going to happen. I wished I never called them at all. I am now screwed.  Any way to get these 2 programs going again?   I tried going offline to use them.. same box popped up.. "renew your subscription".

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Community Expert ,
Jun 24, 2024 Jun 24, 2024

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having a new subscription wouldn't disable older installed apps.  something else must have changed on your computer.

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Community Beginner ,
Jul 03, 2024 Jul 03, 2024

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that's exactly what happened... adobe acrobat went as well. The day that the subscription was canceled and new one was started.. locked me out of 3 programs.  After the note above.. somehow I was able to do a 7 day free trial.. and all my programs came back.. so obviously it's something with the permissions.  I assume I will lose all of these again any day now.

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Community Expert ,
Jul 03, 2024 Jul 03, 2024

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if you have a trial or subscription, you can use older installed adobe apps.

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Community Expert ,
Jul 03, 2024 Jul 03, 2024

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Community Beginner ,
Jul 03, 2024 Jul 03, 2024

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Thank you Bob!   I will try all of that. Keeping my fingers crossed in the meantime.

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Community Expert ,
Jul 03, 2024 Jul 03, 2024

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if @Peru Bob is addressing the problem you're seeing, and that link fails to help,

 

proceed to these steps - https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

 

if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

 

if those all fail, change your cc language.  eg, try international english

 

if that fails, change the install location

 

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Community Beginner ,
Jul 03, 2024 Jul 03, 2024

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thank you very much for taking the time to help!

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Community Expert ,
Jul 03, 2024 Jul 03, 2024

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is your problem solved?

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Community Beginner ,
Jul 03, 2024 Jul 03, 2024

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So far my programs are working.. I believe the 7 day trial should run out soon.. then i will go through these steps.

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Community Expert ,
Jul 03, 2024 Jul 03, 2024

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keep us updated.

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Community Beginner ,
Jul 03, 2024 Jul 03, 2024

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will do.. thank you

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