"This unlicensed app will be disabled"

[Brendon32007919dpj8]

Hello and apologies for a query that has probably been discussed here many times before.

I pay for Adobe All Apps but I'm getting the "unlicensed app" popup in Photoshop and Illustrator. This seems like a common problem but the solutions I've researched seem complicated and of a trial-and-error nature

Any suggestions?

Thanks

[ExUSA]

Have you signed out and back into the CC App?

[Brendon32007919dpj8]

Yes, I have tried that. I also checked for updates but everything is fully updated.

[CMass]

Hey @Brendon32007919dpj8, 

@Brendon32007919dpj8

I can confirm you have an active account. I'm going to move your post to a different board that focuses on this type of issue. However, you can also reach our Chat Support team for real-time assistance. You can contact them by clicking the three dots here: https://adobe.ly/3ECGOpk

^CM

[kglad]

apply @Peru Bob 's suggestion first.  only if your account shows an active subscription and those fail

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

below are solutions some users reported:

if those all fail, change your cc language. eg, try international english - https://helpx.adobe.com/creative-cloud/kb/creative-cloud-trial-mode.html

if that fails, change the install location

[Brendon32007919dpj8]

Hi, thank you for your reply.

I have tried everything I could: the hosts file, restarting credentials manager, deleting certificates, changing the language, signing out and signing in and launching the app from Creative Cloud.

I don't know how to change the install location; can you explain how please? Thank you so much.

[kglad]

does you account show an active subscription with no payment problem?

[Brendon32007919dpj8]

Yeah, there aren't any payment problems but my Adobe apps are not appearing under "Installed apps" in the Creative Cloud app. It's as though it has forgotten that I have Photoshop and others installed.

[kglad]

your account shows an active subscription, correct?

if so, did you sign out and then back in to your cc desktop app with the same id and profile?

[Brendon32007919dpj8]

Yes, I did.

The message says Photoshop will be disabled tomorrow. Will Adobe seriously disable the software I pay for?

[kglad]

yes, they will.  

at this point you can only make sure you meticulously followed each step in the following.  on monday an adobe employee may opt to give you something else to try.

start here - https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

if that fails, 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

[Brendon32007919dpj8]

Okay, thanks, but how do I talk to an Adobe employee? I'm assuming CMass is an AI.

[kglad]

you have to wait for monday pst. if you don't get a reply here from a badged employee, repost.

[Brendon32007919dpj8]

Thank you so much for your help; I apprecite it so much. I'll go through all the steps again tomorrow. For now, I've blocked Photoshop from accessing the internet and it seems to be working.

[kglad]

no problem.  in about 16 hours adobe employees return.

[Shivangi_Gupta]

Hi @Brendon32007919dpj8,

We are here to help. Did you follow the steps listed in the articles shared by the expert above?

Let us know. 

^Shivangi

[Brendon32007919dpj8]

Hi, I've tried everything except installing in a new location - I don't know how to do that.

[kglad]

use the cc desktop preferences to change the install directory, but follow @Jeffrey_A_Wright suggestion.

[Jeffrey_A_Wright]

Brendon, thanks for your detailed responses to the participants of this discussion. I am sorry for the persistent error messages you encountered while using your valid subscription. For your next steps, can you please follow the steps in https://adobe.ly/3GtHDRT and update this public discussion if the error continues or not?

In your response, if you could provide information on what Adobe applications and versions are installed on the computer and the operating system, it would be appreciated. Thanks! ^JW

[Brendon32007919dpj8]

Hi, apologies for the late response.

"Adobe Genuine Service" does not exist in "Programs and Features" on my system.

I'm getting the error message in Illustrator (29.0.1) and Photoshop (26.1.0). I'm using Windows 10.

[Shivangi_Gupta]

I see!

I'd recommend speaking with our support team and discussing the case with them here: https://adobe.ly/4m5acW4

Let us know if you have any questions.

^Shivangi

[Brendon32007919dpj8]

Hi Jeffrey, can I have an update please?

[kglad]

@Brendon32007919dpj8 

did you follow @Shivangi_Gupta's suggestion?

[Brendon32007919dpj8]

Yes, I have tried everything except re-installing the apps, because I don't know how to do that without losing my preferences. Please can someone tell me how to do it?

And also, I'd like to disable "Adobe Genuine Service" but it does not exist on my computer.

[kglad]

@Brendon32007919dpj8 

the support team recommended a reinstall?  

if yes, there's an option to remove (or not) preferences:

uninstall every cc app (not including preferences) per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.