Adobe Pop-Up Telling ME Multiple Users are Using My Account

[jonaht39973900]

Every day when I open Adobe I get a prompt telling me to change my password due to multiple users using my account. I check the devices on my account and there are only two. My home desktop and my work desktop. I use both daily and have never had this issue. I changed my password the first time I got the pop-up, but it persists daily. Usually I can bypass the pop-up by by hitting "learn more" and have been doing this for the last week. 

Today Adobe forced another password change. I chatted with a live agent and the agent told me I should sign out of a computer every time I'm not using it or upgrade to a team subscription. That seems ridiculous to me considering Adobe allows two computers per user.

Is this a new Adobe policy or do I need to change something on my end?

[kglad]

enable 2fa

[jonaht39973900]

Can confirm 2FA is on and has been on for a few years now.

[Jeffrey_A_Wright]

I am very concerned that you posted you spoke with someone from Adobe, Jonah. I don't see any interactions under your account. In addition to two-factor authentication, you can also use the steps in https://adobe.ly/429uvtv to add a secondary e-mail address to further secure the account.

Do you see the same prompt to reset your Adobe password on both computers? Have they been checked for malware and viruses recently? ^JW

[jonaht39973900]

I spoke with someone at https://helpx.adobe.com/contact.html and selected the live agent option. I will admit I left the chat early after being told to upgrade my account out of frustration. I just did a malware and virus check and found nothing on my work computer. My coworker has also been having this issue. 

[jonaht39973900]

To clarify my coworker and I  are both using personal accounts not sharing an account. She also uses CC on two devices and gets the pop-up daily.

[kglad]

@jonaht39973900 

are you behind any kind of corporate security, eg a firewall?

[Jeffrey_A_Wright]

Ok, you can use the steps in https://adobe.ly/43XM5Sy to review your recent support cases, Jonah. Please leave feedback on your case if you continue to receive password reset prompts. This will allow further investigation of your account if needed. ^JW

[jonaht39973900]

I also don't see any open cases in my account. I will start a new one. Thank you!

[Jeffrey_A_Wright]

You are welcome, Jonah! ^JW

[jonaht39973900 · Accepted solution]

Spoke with an agent. They said it was a licensing issue and resolved the problem. Thanks for the help JW and kglad.

[kglad]

go to hear that, and thanks for the update.

[Jeffrey_A_Wright]

Jonah, I am sorry you keep receiving a message asking you to reset your Adobe password. I reviewed the account you used to post to this public discussion forum, but I don't see any interactions with our support team. You can find information on how to further secure your account at https://adobe.ly/4idY6aY.

Did you use a different account to contact us? You can find information on how to review your support case history at https://adobe.ly/3XWDZG1. ^JW

[jonaht39973900]

I did use the same account. It would've been around Wednesday of last week. I have 2FA on and usually get promoted to use the Adobe Authenticator app when signing in. I have both my email and text as an option as well. I've had that enabled for at least a year or two and haven't had any issues like this one before. 

[jonaht39973900]

After this issue was resolved it began happening again. I contacted Adobe support a second time and was told it was because I was signed into multiple devices at a time. I'm only activated on two devices and don't use them in tandem. I've never had that issue before and thought per Adobe's guidelines two computers could be activated on two devices at the same time. 

Did this policy change?

[kglad]

no, change.  you can install the cc desktop app from here https://creative.adobe.com/products/creative-cloud on as many computers as you own and use it to install all (or some, if you want) of your cc subscription programs. the only (insignificant for internet connected computers) limitation is that you can sign-in (and therefore start your adobe programs) on, at most, two computers at any one time.  

because you can sign out from either (or both) signed-in computers using a 3rd computer, this could not (imo) be easier.

https://helpx.adobe.com/download-install/using/install-apps-number-of-computers.htm

[jonaht39973900]

I've only been signing in to the Creative Cloud desktop app on two computers. So I shouldn't have to log out of one computer in order to use the other correct? I'm not using both computers at the same time. One is a work desktop and the other is a home desktop.

[kglad]

there have been problems (on adobe's end, i believe) with this.

did you sign out of all devices on your account page and do you have 2fa enabled?

[jonaht39973900]

When I chatted with customer support the first time they had remotely mirrored my computer and deleted some cached Adobe certificates. That seemed to do the trick for a week or so. I just signed out of all my devices today. Oddly it seemed like when I was signed into the backend of my account through Chrome it was counting it as a 3rd session/device. I've had 2FA enabled for a few years and use the Adobe Authenticator app. 

[kglad]

is everything working, for now?

[jonaht39973900]

Yes, everything is working so far. Seems like I'll just have to keep signing out of one computer when using the other.

[kglad]

that's not supposed to be how it works.

[jonaht39973900]

Haha, I'm very aware, but Adobe support has been no help at all. They have been recommending that I sign out of each computer, saying it's "policy." 4 out of 5 conversations with support have ended in them saying that is standard procedure.

[jonaht39973900]

On one occasion I was told to upgrade to a team account to circumvent this issue.

[kglad]

sheesh, that's pathetic.