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Adobe Muse stuck on trial version even with CC All Apps

Community Beginner ,
Feb 05, 2024 Feb 05, 2024

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     Previously I had Adobe Muse but downgraded my plan when it began crashing in Dec. 2023. Recently I installed a trial version of Adobe Muse to see if it worked with some of the fixes posted in the Community. Those fixes allowed it to work so I upgraded to all apps.
     The Muse trial period is now over, but when it tries to license Muse it comes back with "We couldn't find a Adobe Muse CC subscription associated with this Adobe ID. You can purchase a new subscription....I have All Apps (verified with Adobe by phone). I have run the limited access tool, Cloud cleaner tool, uninstalled/reinstalled Muse and have performed all possible fixes listed by Adobe with certificates, etc.
I uderstand Muse is end of life and that Adobe offers no help. I am hoping someone here has a possible solution. If you have none, please do not remind me it's not supported anymore as that is worse than the lack of help thus far. Thank you.

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File sync , Libraries

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Community Expert ,
Feb 05, 2024 Feb 05, 2024

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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

 

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Community Beginner ,
Feb 05, 2024 Feb 05, 2024

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Thanks kglad, but I have already been through all those steps now twice with the same failed result.  Even tried installing older version of Muse (2017) and it also returns with trial over/no subscription.  Do I need to uninstall all CC apps, then uninstall CC and finally reinstall CC and then the apps?

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Community Expert ,
Feb 05, 2024 Feb 05, 2024

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don't do that, yet. let me check my cc app when i get home.

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Community Beginner ,
Feb 08, 2024 Feb 08, 2024

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kglad...not sure this info helps, but Desktop CC shows Muse installed, but Adobe Home does not.  Please see screenshots.  Thanks for looking into this.

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Community Expert ,
Feb 08, 2024 Feb 08, 2024

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if there's a cc desktop app error:

 

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

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


if that fails, 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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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Community Beginner ,
Feb 08, 2024 Feb 08, 2024

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kglad....thanks for all your efforts....performed every task above...stripped down to nothing CC, reinstalled.  Still get trial over on Muse.  Photoshop and Bridge work fine.  Abobe says its in my plan (see attachment) but on loading still says no subscription active with my Adobe ID (2nd screenshot).

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Community Expert ,
Feb 08, 2024 Feb 08, 2024

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contact adobe support.  be carefully not to ask for help with muse.  you just want help to access all the apps to which your are subscribed.  ie, you want them to reconcile the two screenshots you attached.

 

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
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.

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Community Beginner ,
Feb 09, 2024 Feb 09, 2024

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kglad...thanks once again for the info..  However, chat and phone calls were made prior to my asing for help in the Community.   Since I wiped all CC and built back from ground up I beleive its an issue at their end which they already have said they will not address as Muse is no longer supported.  I will hold a funeral for Muse this weekend..

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Community Expert ,
Feb 09, 2024 Feb 09, 2024

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you're welcome.  (but muse is still available to me for installation.)

 

kglad_0-1707488544710.png

 

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Explorer ,
Feb 09, 2024 Feb 09, 2024

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First, thanks a lot for your help kglad.

I called the french support. They tried different things but no miracle solution. They just gave me a tip to reset the 7 day trial by following the steps 6 and 7 of the page  : https://helpx.adobe.com/fr/enterprise/kb/resolve-trial-and-license-expired-errors.html (it's the french version of the support). You have to first exit completly the CC app, do steps 6 and 7 and restart the computer.

They proposed me to contact the international support but my english is too bad. Perhaps you can try ?

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Community Expert ,
Feb 09, 2024 Feb 09, 2024

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@Sab230949878zzp 

 

what is it you want me to try?

 

p.s. this is the english version, https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

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Explorer ,
Feb 09, 2024 Feb 09, 2024

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The english version of the page is not the same as the french version, steps 6 and 7 are different.

The french support told me that the US support (by phone) can take the control of your computer to try to repair the instalation. 

The tip that they gave me is just to infinitly renew the 7 days trial.

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Community Beginner ,
Apr 29, 2024 Apr 29, 2024

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Hi Sab230949878zzp,

I have the same problem since yesterday. (28.04.2024) I would like to know if you managed to solve the problem with your Adobe Muse? 

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Community Expert ,
Apr 29, 2024 Apr 29, 2024

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@anber 

 

does your muse open?

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Community Beginner ,
Apr 29, 2024 Apr 29, 2024

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Hi.

Unfortunately, no.

Thank you for your concern.

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Community Expert ,
Apr 29, 2024 Apr 29, 2024

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fix that first.

 rename adobeipcbroker

 

on mac:

 

Applications->Utilities->Adobe Application Manager->IPC->AdobeIPCBroker.app

 

on win:

 

C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\IPC

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Community Beginner ,
Apr 29, 2024 Apr 29, 2024

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"adobeipcbroker" -> I tried yesterday as well (Windows). Without success.

Tomorrow I'll have to start a 1x trial to upload two major updates for the client's project. Then I'll be setting up 7-day accounts. Unfortunately, I have to upload updates (texts, photos) every week. Maybe in the meantime, a solution will be found? // I talked to the local (German) support today. As expected... // Stress eating me alive. With age, I become less and less resilient.

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Community Expert ,
Apr 29, 2024 Apr 29, 2024

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a work-around is to shut-down adobe processes and then start muse, https://community.adobe.com/t5/creative-cloud-services-discussions/muse-not-running-after-creative-c...

 

another is: I went to the app directory using the Windows Start menu via Settings. There I selected the Adobe Creative Cloud app, clicked on the app with the left mouse button, then selected “Uninstall”. After a short time a new dialog appeared in which I had the option to click on "Repair". I did this and immediately clicked on the Muse program icon right after clicking the “Repair button”.

 

and another is to edit the registry.

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Explorer ,
Apr 29, 2024 Apr 29, 2024

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Hello anber, I tried everything on this forum and never found a solution... 😞

My Adobe Muse App is stucked in trial version. I can't use it anymore.

I don't understand why adobe doesn't let this app for free with no activation.

If someone has a solution, i take it.

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Community Expert ,
Apr 30, 2024 Apr 30, 2024

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@Sab230949878zzp 

 

did you edit your registry, 

 

Open egedit.exe & naviagate to:

 

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\Desktop\NameSpace You'll probably have two sub-keys. OneDrive's sub-key will be nameed '{018D5C66-4533-4307-9B53-224DE2ED1FE6}' Delete the other one, that will be Creative Cloud.

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Community Beginner ,
Apr 30, 2024 Apr 30, 2024

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@kglad 

Why do you recommend Sab230949878zzp to delete the registry of one of the two sub-keys? I looked into mine and found only one sub-key at the address you provided. The one you mentioned: {018D5C66-4533-4307-9B53-224DE2ED1FE6}

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Community Expert ,
Apr 30, 2024 Apr 30, 2024

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because it's been a solution that's worked for many users.

 

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Community Beginner ,
Apr 30, 2024 Apr 30, 2024

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I see. I really regret that I can't count myself among them. // Maybe the following information will help you. When I try to start Adobe Muse, in 'Task-Manager -> Background Processes', next to Muse, Adobe License Utility (32-bit), Adobe Application Manager and Console Window Host are started. I tried using Adobe Licensing Toolkit -> License Repair Tool (LicenseRecovery109 -> LicenseRecover.exe), but to no avail. I was surprised that when I started another Adobe program - License Utility was not activated in Task Manager. The Toolkit I used was definitely the wrong one (Creative Suite 5-5 and older). I haven't found a newer Toolkit or access to the 'Adobe Admin Console'. Perhaps my steps have paved the way for your ingenuity.

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Community Expert ,
Apr 30, 2024 Apr 30, 2024

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what happens if you start muse, force close (from task mgr) the license utility?

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