Updated payment method, now old apps not verifying

[babayard-a]

I have a very old computer, but for many years, happily used CC 2018 apps. I recently changed my payment method from credit card to paypal. .In doing so Adobe Application Manager stated I need to login to start a trial version. Now, trial version is run out and cannot access apps.

Is there a way to reconnect my CC 2018 apps to my subscription?

[babayard-a]

BTW, I might add that i tried to download AdoberCreativeCloudCleaner tool to no avail. Evidently my computer is too old for that app.

[kglad]

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

[babayard-a]

Kglad, thanks for the suggestions. I went through all of them. None eliminated the "trial expired" or "start trial" problem. Some interesting things did happen, though, that seem unexplainable to me. 

1.  I went through all the apps I had installed, and found that DW 2019 launched without any issue. 
2.  Also launched Audition CS6 without issue.
3.  Previously, when access problem started, not only would Acrobat Pro not open, it would just crash. No sign-in required window or anything. Now, after going through all those steps I can launch Acrobat Pro into a trial version.
4.  When I changed to international English and a few other languages, all my installed apps disappeared from the CC manager. When I changed back to NA Enlish, they were visable again in the manager.

So, while it was satisfying to have concrete steps to take to tackle the problem, ultimately none worked.

[kglad]

contact adobe support so they can trouble shoot from their end.  there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

[babayard-a]

Hi kglad. I've been on chat support with them multiple times. They default to: update the apps (not possible wth my OS). Their story is that because the apps are out of support, they can't help me, and have directed me here to the community. 

[kglad]

ouch.

let's try fixing the cc desktop app.  start by resetting it.

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

[babayard-a]

Yes. Have done this move a number of times throughout the process including just now. At first it looks hopeful, with all my apps present and seemingly launchable, then it updates to "trial expired" "buy now" buttons, or for the ones I haven't launched, "start trial."

Again, interestingly, BR CC 2017 (v7.0), Audition CS6, and DW (19.2.1) fully accessible and functioning.

[kglad]

every step (up to the clean install) should be safe.

repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*


if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app 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.

[babayard-a]

Yikes. This one makes me nervous. For starters, I may not have the installation dmg for each of the 22 2018 apps. I'll have to track those down and make sure I have them. It took a lot of negotiation with Adobe tech support to get access to those old versions. Will come back here if I can round those up to make uninstalling less nerve-wracking.

[kglad]

\only the last fix (clean install) risks loosing those downloaded apps.  the others don't risk that.

[babayard-a]

 Nope. I uninstalled from the CC manager and now everything is gone. Oh well. No guts no glory.

[babayard-a]

So, and now I see it will cost me $219.95 to cancel my plan. Adobe has turned into a truly evil company.

[kglad]

you can't update your computer?