CC running on 2 Macs- 1 suddenly reverted to 'trial" status.

New Here ,
Mar 19, 2022 Mar 19, 2022

Copy link to clipboard

Copied

Hello all.

Just finished an online chat with support, re my problem and he advised I try here.

I have a long standiing sub for CC, and it runs on 2 Macs. One -runnig High Sierra,is fully upto date , and CC is running fine. It runs one of the latest versions of Photoshop.

My other is a laptop running El Capitan v 10.11.6. 

CC is opening fine on the older machine, but upon opening Photoshop and Lightroom apps on the older machine I was met with the dreaded "trial". I have no idea why. The "trial has now expired. I cannot use the laptop versions, the " buy" option is not usable as I already have a subscription.

The machine IOS cannot be updated to a later IOS.. I need to be able to run my CC subscription on there, as per last week. Why has ths occurred over the last week?

The( v 19.1.9) which was running fine on the older machine, shows up on the CC desktop with a big BUY NOW button...but I cannot buy.

I cannot register it as there appears to be no subscription.

I have tried all the advised options- open close CC on both machines, checked subscriptions, downloaded limited repair tool and ran it, checked this forum...6 hours later I am still here.

Dear Ashish from support advised me that because El Capitan AND the older version of Adobe ( 19.1.9- are not supported anymore, I may need to upgrade my IOS--which I cannnot do.

He suggested it may be a "technical glitch"? Like what?

I could buy a new laptop to make it work.. but hey.. I cannot afford that right now, as well as keep on paying a subscription for applications that only work on a machine I rarely use!

As a last resort I have dowloaded the Creative Cloud Cleaner tool.. but that looks like it will take an other day to prepare my files just to run that, for the off chance it will work.

Does anyone have any suggestions?

So much appreciated in advance.

TOPICS
Installation

Views

57

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 19, 2022 Mar 19, 2022

Copy link to clipboard

Copied

again, check your account to verify your subscription is what you expect and, more importantly, to verify your adobe id used in the next step, https://accounts.adobe.com

 

then, if your subscription shows an current subscription, sign out and then back in to your cc desktop application using the same adobe id used to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

 

if that fails,reset the cc desktop app: make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R   (this will probably fail to reset the app because your app is too old.)

 

if that fails, delete the entire contents of the OOBE folder:

 

1) Quit the Creative Cloud desktop app by opening it and clicking file > exit cc.

2) Browse to the following location based on your operating system.

    A) Mac OS: /Users/<user folder>/Library/Application Support/Adobe/OOBE
          NOTE: \Users\<user folder>\Library\ is hidden by default. To unhide see below*

    B) Windows: C:\Users\<user folder>\AppData\Local\Adobe\OOBE
          NOTE: C:\Users\<user folder>\AppData is hidden by default. To unhide see below*

3) restart your computer and sign in with your confirmed adobe id

 

 

*see bottom of https://helpx.adobe.com/creative-cloud/kb/unknown-server-error-launching-cc.html for info on unhidding

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Apr 29, 2022 Apr 29, 2022

Copy link to clipboard

Copied

Thank you for your response.

Due to lack of time I had not been able to get back to this issue. However, I have now completed all the suggestions and still cannot access photoshopon the macbook pro.

 

You wrote:

"if that fails, delete the entire contents of the OOBE folder:

1) Quit the Creative Cloud desktop app by opening it and clicking file > exit cc.

2) Browse to the following location based on your operating system.

    A) Mac OS: /Users/<user folder>/Library/Application Support/Adobe/OOBE"

 

I did this. I still receive the "trial has expired"  "buy" suggestion on the creative cloud application dashboard.

Should I totally delete every photoshop file and process from the computer (backed up) and start again??

 

I actually deleted the program files on my laptop while I was typing, perhaps not a good move, as the v19 has now disappeared as an option, and the entire list of aps now tells me they are all  not compatible! 

I cannot reinstall and there is no trial option.. Grr is this realy worth the monthly fees??

I read an update from Jan 04, 2022, from Adobe, stating that "Adobe and Apple have worked closely together to test Adobe Creative Cloud applications fro reliability, performance, and user experience when installed on Intel-based systems running Mac Os X El Capitan ( version 10.11). The latest versions of all Ceative Cloud products are compatible."

 

 Are they realy? I need my subscription of Creative Cloud to run on my IOS X El Capitan, and none of the applicatons appear to be compatible!  Any further suggestions??

 

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Apr 29, 2022 Apr 29, 2022

Copy link to clipboard

Copied

 

Update-- downloaded the link from prodesign, installed,.. opened straight into the "trial has expired" message!

Not having much luck.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Apr 29, 2022 Apr 29, 2022

Copy link to clipboard

Copied

LATEST

do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, again using the correct uninstaller, 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
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to download the cc desktop app at this stage, use the link 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

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines