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. 

[laurar79508600]

Happening at the corporation I contract for. They have an enterprise license and 30,000 employees. Hopefully they can talk some sense into Adobe. 

[kglad]

what have you done, so far, to fix the problem?

[desktopguy]

Hi,

So far, only seeing this sporadically on indiviual licenes - not teams.

If they enforce the licence to active on 1 machine at a time, the majority of my design/publishing clients will be looking for a new solution. Canva (Australian company) now owns Serif…

[kglad]

@desktopguy 

you can activate on two.  most of us are not seeing this problem and thise that are seem to be able to remedy it by going to their account.adobe.com and deactivating all.

[desktopguy]

Hi,

You could activate on 2 machines for years.

When you tried on a third you had to kick off the one of other 2.

Now for non-teams (or maybe just a subset of users they are testing) you can only log in on a single machine.

below is Adobe's response when client reached out

"I would like to inform you that, according to a recent policy update, the application can only be used on one device at a time.

if you require access on multiple devices, we offer a Teams plan that allows you to purchase licences for the same number of devices you wish to access."

they linked to an updated "Terms of Service'

[kglad]

you use in one device. then (without signing out) you use on a 2nd device.

ie, you're not using on both at any one instant but you don't have to sign out to use on both at.

[desktopguy]

Hi,

My client does not work weekends.

Had his licence signed into 2 machines and neither machine was touched or had and CC apps open.

He recieved a few emails form Adobe and they again reset his password.

Simply have the CC app signed in NOT using any apps over a weekend when machines not is use triggered this.

[kglad]

did the client sign out of all using account.adobe.com ?

[desktopguy]

As per my thread - he has now signed out all devices then signed 2 back in mutliple times.

Last time was late last week. This was after enabled 2FA using the Adobe Auth app on iPhone.

It was thought that enabling 2FA might of helped but it didn't.

He is not even using most of CC - 99% of his usage is Acrobat only.

On weekends, both devices were signed in, no apps running, machines not in use and Adobe again kicked him out and forced a password change.

[kglad]

did he sign out using https://account.adobe.com?

[desktopguy]

Sorry for delay - yes he signed out all devices via https://account.adobe.com

Did this several times.

I have been using and managing Adobe CS/CC and Teams since it was released.

If this was a basic question, I would'nt have asked it.

The thrust of my original question was - This is new and is happening now to multiple clients. Are other experiencing it and what reagions are they in.

[kglad]

@desktopguy 

with teams/enterprise subscriptions, post in the enterprise & teams forum.

[desktopguy]

Yes of course.

My 2 affected clients are not using Teams.

One of the replies mentioned large corporate/teams accounts in the US.

[kglad]

your posts are confusing.  let your "clients" know they should communicate directly instead of having you represent their interests.

[desktopguy]

Seriously!!

I have been run an IT consultanting company for 26 years specialising in graphic design, then gradually adding photography and video production.

It's literally MY JOB to represent my clients interests with the likes Adobe, Microsoft, Enfocus, Apple etc…

They pay me for my deep knowleged of all these products and the associated workflows.

As for the question - I asked if people were getting locked out of their accounts as the first person in this thread had been.

I explained what I had tried to fix it and reach out to see if other had experienced the same issue - which was yes.

Always happy to seek advice when warranted. This is a case of what looks like Adobe changing their policies (or at least their enforcement) and no telling anybody.

If this becomes a widespread policy change, since I deal mainly with small businesses it will affect the majority of my clients.

[kglad]

again:

you have a valid position/problem to represent. that should be done in the enterprise & teams forum.  

[BillyCollinsTTP]

Going to confirm I get this issue as an indivdual account. My password was force reset 8 times in about 3 hours, when I was not using the software.

Adobe need to fix this urgently and I've had to go on live chat twice with no real answers. It's stopped for now but my god I'm already annoyed at the prospect of it coming back in the middle of an important project of mine...

[desktopguy]

Hi,

Thanks for posting.

Assuming you have this on only 2 machines (like what I am seeing), can you let me know if this is the standard version of CC or the Teams version.

Also, it would be good to know what country you are in.

So far, I have seen this with 2 clients based in Australia and someone else posted they are seeing this on Team accounts in the US.

[BillyCollinsTTP]

Hey! 

Yep, two machines at a time, I would occasioinally swap them as I always have by deactivating one (and never had issues in previous years so unrelated) but as of late only two main computers.

Standard CC and I'm in the United Kingdom.

I used to get a lot of warnings and force password changes when booting up software, then it went to forcing my email reset in my previous screenshot, then even after changing and chatting to Adobe live chat, I then had to reset it an hour later after loading up Lightroom. 

It's not happened in a couple of days now and I'm using my stuff solely on one machine as I'm fed up, but I'm appauled at the lack of respone or accountability from Adobe on this.

[kglad]

@BillyCollinsTTP 

unless you have an individual subscription you are posting in the wrong forum.  if you are in the correct forum and have an individual subscription, you're communicating with someone (@desktopguy ) who may be discussing a teams/enterprise subscription and, while the problem may be the same, the solution is not.

[BillyCollinsTTP]

I get that, my understanding is that he has clients on individual plans.

Regardless of his situation, it does not appear that there is a fix for users like myself and the original poster of this thread.

So far my only solution was to have one device active and it appears to have done the trick but it's too soon to tell for sure as I was reset without using the software.

[kglad]

for some users, going to their account page (https://account.adobe.com) and deactivating all solved for the problem.  but for some they say this did not work. (from my end it's impossible to determine who actualy did this correctly and whether anyone failed to do this correctly.)

also, it would be prudent to enable 2fa on your account.

and because there are so many recent postings about this (which has occurred episodically in the past), it may be that something changed on adobe's end, though i can't recall seeing anything from an adobe info page or employee acknowleging that.

[desktopguy]

Hi,

As I have said in multiple posts, my clients experiencing this are all on Individual licenses - not Teams.

there was someone who responded fairly early in the thread from the US stating some of their Teams clients have experienced that.

I manage a few hundred computers with Teams licenses.

So far, none have experienced this.

there were basically 2 options helpfully provided in thread to fix this.

Sign out of all devices and/or turn on 2FA.

I implemented both suggestions and they did not work.

[kglad]

@desktopguy 

you're correct, the only two solutions (that have worked for some individual subscription holders) are 2fa and signing out of all devices via the account activation page.

the answer for teams/enterprise admins is different.

[Go11540]

if you require access on multiple devices, we offer a Teams plan that allows you to purchase licences for the same number of devices you wish to access."

This one part is extra irritating: Their support team is tasked with upselling to Teams licenses (which also don't allow monthly terms). There's nothing about the Teams plan that solves this in a way that multiple Individual seats don't. While I believe desktopguy that they haven't rolled the multi-device checks into the Teams plans, note that the Support responses want you to both upgrade to Teams and buy a separate license for each device.

And, the Teams plan does not allow you to purchase license for devices; each license still needs to be tied to a unique email address (=user). So just as it's been for the past 15 years, you've gotta make up email addresses or alisases and create individual Adobe accounts to activate each license. All that Teams does is an extra layer on top to manage those accounts.

I'd happy to be corrected if any of this has actually changed.