Known Participant

Answered

I keep getting An Adobe account can be used by only one person — and not shared, popup!!!!

Forum|Forum|1 year ago
June 17, 2024
26 replies
28922 views

I keep getting this popup alert. I have a licence and I am using it on my desktop and laptop. I have reached out to adobe a few times and they tell me too many people are logged in and simply send me the link to the devices page on my account. I then send them a screenshot of only the two devices and they tell me that I have to log out of all the adobe products on one device before using the other!!!! I have been an adobe customer since its inception and this is the biggest waste of time. I understand cracking down on unlicenced users but when you are effecting paying customers you are going to loose them.

App installs and updates

Correct answer kglad

Hi jordematthews,

Please follow the steps shared in this link for help: https://adobe.ly/4emLiOr;

You can use only one device at a time.

^KS

that should be https://helpx.adobe.com/download-install/apps/licensing-activation/activate-deactivate-apps/install-apps-number-of-computers.html

Show previous replies

A

abbeyrez

Participant

I keep getting this too. I just had a long and ultimately unhelpful chat with customer service.

They keep telling me I have 3 devices signed in. I don't. To be clear, I have multiple multiple deviecs: 2 home workstations, 2 laptops, and a work computer and laptop at my office. I switch between them all the time. A prompt pops up to sign me out of one of my previous devices so I can activate and use the apps the device in front of me. Now we get this dumb pop up about more than one person using my account, and forcing me to reset my password. It's absurd.

This is straight from Adobe. I'm sure we've all gotten the normal pop up to sign out of one device so you can use it on your current device. It is literally impossible to have more than 2 devices signed in at a time with an Individual License. But Adobe still somehow sends the "more than one person" pop up. They need to fix this so we can work with the software properly.

Nancy OShea

Community Expert

I don't have this problem. Probably because I use Creative Cloud on only ONE device at a time.

Adobe for Teams & Businesses.

https://www.adobe.com/creativecloud/business/teams.html

Nancy O'Shea— Product User & Community Expert

S

Shivangi_Gupta

Community Manager

Hi @jordematthews,

We appreciate you contacting us. As @Abambo mentioned above, it is advisable to work on one machine at a time.

Are you trying to work on the same app or same project simultaneously? If yes, avoid doing that.

Let us know if you have any questions.

Thanks,

Shivangi

J

jordematthewsAuthor

Known Participant

I do only work on one computer at a time. I may be working on a project then need to run to a meeting or somehting then continue the project from my laptop. I have always been able to do this with no problem. I assume that you are cracking down on shared passwords but this it causing a huge annoyance in my workflow. So you are saying I need to close the progam and logout of adobe before I use my other computer???

Abambo

Community Expert

So you are saying I need to close the progam and logout of adobe before I use my other computer???

By @jordematthews

OK, I think I see what happens. Are both machines up and running Adobe programs at the same time, even if you work only on one computer?

I never have both of my machines running at the same time. All my machines are shutdown and powered off when I do not use them.

ABAMBO | Hard- and Software Engineer | Photographer

Abambo

Community Expert

I've never seen that message and I often change between computers (I currently have 4 stations in different locations and I use tge software from at least 3 different countries). I do not sign out all my computers but only one station when I switch. So no, you do not to sign out all machines before using the software.

However, in 99% of the cases, I have only one of the work stations/laptop running. However, before travelling, I fire up my laptop, so that I can synchronize the data and update the software, and I continue working on one of my workstations. But the last time I was doing that was a month ago, so if this message is a new one, it may be the reason why I never saw it.

What happens when you sign out all computers when you get the message?

ABAMBO | Hard- and Software Engineer | Photographer

J

jordematthewsAuthor

Known Participant

When i sign out of both devices. It stops for a few days then starts doing it again.

kglad

Community Expert

and adobe support says?

Nancy OShea

Community Expert

1. Open CC Desktop App.
2. Click your Avatar (top right image) > Preferences > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar again.
4. Sign-out of Creative Cloud.
5. Close all apps.
6. Restart your computer.
7. Open CC Desktop app.
8. Click your Avatar.
9. Sign-in with your paid ID and password.

Nancy O'Shea— Product User & Community Expert

J

jordematthewsAuthor

Known Participant

This is only a temporary fix. Once you login to use behance, fonts, or express or any other browser product it will flag it as a third device.

kglad

Community Expert

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from cc desktop bugs">

kglad

Community Expert

ask adobe why they think the two logins are different users. eg, are they in distant physical locations?

J

jordematthewsAuthor

Known Participant

I can see the location and they are both me in the same location same everything. It shows that in the screenshot I sent them.

kglad

Community Expert

what does support say the is the reason they think your account is shared?

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