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mattiedoll
mattiedoll
Participant
May 29, 2018
Question

Chat support is USELESS!

  • May 29, 2018
  • 2 replies
  • 394 views

I've spent a good portion of the day trying to trouble-shoot this issue on my own to no avail.
Chat offers no help so here I am, my last resort. What a terrible support system!
The issue started when I tried to open the application. It gave me an endless loop of "validating software license."
I googled the issue & found a few solutions, but NONE have worked. So please don't state the obvious!
I attempted to uninstall/reinstall, and when I did, I get a big fat "your trial version has expired."
Despite the fact that I did IN FACT purchase a monthly subscription less than a month ago.

Not sure where to go from here. If I can't solve this issue I'm forced to cancel my subscription.

    This topic has been closed for replies.

    2 replies

    jasona77047272
    jasona77047272
    Participant
    May 31, 2018

    Good evening,

    I am getting the same issue as Mattiedoll.

    I'm in the middle of a project and was on Premiere a couple nights ago. Today, when I try to launch it either from CC App or from windows start menu, I get the validating license pop up box. It will close by itself and then come back on. Sometimes I get a "Sign In" box, which I do and then it takes me back to the validating box. These boxes will come and go but premiere will never launch.

    My CC App says that the 7 day trial is over. The only options are to buy/view tutorial/uninstall. When I try to purchase again, despite having had an up to date CC account for a few years, my adobe account says that I already have this purchase and so it goes nowhere. I've also tried uninstalling and reinstalling but I'm back to the trial period being over. I've installed other apps, lightroom and indesign to test them out and they work, except they also have a 7 day trial tag on them now. Somehow I am being locked out of Premiere pro and I assume in 7 days I will no longer have access to Lightroom. This is disconcerting as I simply cannot wait that long to get back to my projects.

    The only difference from yesterday and today is that I updated my Windows last night and now.

    Ann Bens
    Community Expert
    Ann BensCommunity Expert
    Community Expert
    May 31, 2018

    Moved to Adobe Creative Cloud​

    R Neil Haugen
    R Neil Haugen
    Legend
    May 30, 2018

    If you have a CC version, the issue is probably with the CC app ... are you signed in, presumably? While there's a ton of experience "here", we're also mere humans, so rather less than omniscient. And most of us are your peers, fellow users.

    Neil

    Everyone's mileage always varies ...
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