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

[jordematthews]

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. 

[kglad]

afaik, no one with 2fa enabled has had this problem.  otoh, i don't have any special insight into the problem.  i'm just very active in this forum and very familiar with other people's postings.

enabling 2fa adds significant security to your account.  if you have a mobile phone (or even 2 email addresses), it's very convenient to use and easy to enable.  IF it solves your problem, it's well worth the trouble.

[joshuab45088635]

well thanks for being so active... i've just set it up, so let's see. 

If this turns out to be the solution then I'd strongly advise Adobe to maybe share this information... Although I've been told by assorted Adobe support people that their latest solution-of-the-day will solve the problem, and it never has. So i've become rather circumspect! 

But thanks for this. Fingers crossed.

[kglad]

please update after enough time has passed to either see a fail, or it's worked long enough for you to be confident it's made a difference.

[joshuab45088635]

hey... if this works i'll buy you a drink!

[kglad]

it's a deal!

[joshuab45088635]

so... I owe you a drink. I haven't had any issues since i followed your advice. so weird that nobody from apple seems to suggest it. thank you!

[kglad]

@joshuab45088635 

did enabling 2fa solve it for you?

[desktopguy]

Hi,

I have started to see this with some of my clients.

One person logged into 2 machines.

Been using and supporting Adobe products since mid 90's and this message is new.

The work/home licence has been around since Creative Studio came out (and obliterated QuarkXpress).

I wonder if this is Adobe are testing out this enforcement. If anyone has the issue, can you please let me know if you are based in Australia?

There have been times when companies have tested out things they don't want to enrage their entire user base…

[kglad]

@desktopguy 

are you using 2fa on your adobe account?

[desktopguy]

Not my account. Checking up for a client.

A larger proportion of my clients do not have 2FA on their Adobe accounts.

I'm going to to enable 2FA for this user and see if that stops the pop-ups and agressive account password resets.

This is definately a new thing - supported Adobe (and lots of specialied publishing apps) for clients as a publishing consultant for decades and never seen this before…

[kglad]

please keep us updated.

[desktopguy]

Hi all,

I updated the client Adobe account to 2FA and within 12 hours, the problem happened again.

As a side note - it's really disappointing to see Adobe ditch TOTP for their own 2FA app that does use a QRcode or verification code.

There was zero reason to do this, just another authenticator that now is needed to run!

[kglad]

did you use you access page to sign out of all devices?

[desktopguy]

Yes I did.

Signed out all devices, turned on 2FA, signed back in using approval from app.

Everything looked good and worked and access page showed 5 signins - that was 2 computers, browser on one these computers (so I could turn 2FA on!) and 2 phone apps as client has 2 mobiles.

Next morning - same issue.

This is one of my oldest clients - been using Adobe products since Photoshop v3 (like myself).

He would drop them if he could with all the price rises etc…

[kglad]

any vpn's?

[desktopguy]

No VPNs, no funny workarounds, no tailscale, no edited host files.

Just a print professional expecting to use licence on his 2 machines like he has for along time…

[kglad]

i'm not sure if the two mobiles are an issue.  it may be worth testing.

[desktopguy]

Hi,

The 2 mobiles are purely for the Adobe Authenticator app.

Does not use any Adobe mobile tools.

[kglad]

was the browser used in private mode (i'm reaching).

[desktopguy]

Nope.

Again, client doing nothing they have not done for at least the last decade.

Whilst I have some clients that break a few rules - this one is not!

[desktopguy]

Oh - and I had a another client complain with same issue yesterday.

This was a professional photography client using Premiere.

[kglad]

you'll need an employee to help further.

[Nancy OShea]

We're seeing the same complaints in North America.

The license TERMS for individual users state that you can activate on up to two devices concurrently, but only one device may be used at a time. 

Adobe employees are advising users to log-off one of their devices from their Creative Cloud App.  That's as much as I know.

[wlfdzn]

It seemed to help by ending Active Sessions under Adobe Account and Security Tab.  Apple mail had a lot of open sessions and it was closed. 

[kglad]

@wlfdzn 

good to hear.  hopefully, the issue won't return.