How do I dissociate an old Adobe ID?

Report · Dec 26, 2012

A few weeks ago, I tried installing Adobe Flash Builder over Creative Cloud, using a friend's Creative Cloud license. However, neither of us knew about the 2-device limit on the program until I attempted to run the program. So, I'm trying to use my Adobe ID, which is attached to a free Creative Cloud with trial apps (that I created only two weeks ago), to install and run Flash Builder. However, even after uninstalling and re-installing Flash Builder twice using my Adobe ID, even to the point where the Adobe Download Manager reinstalls and appears to be attached to my Adobe ID, I still get the 2-devices error. When I click "License This Software" and sign in with my Adobe ID (in which case, by the way, my email address is automatically provided), I am forced to enter a serial number, which I do not have and could not find. When I click "Continue" and sign in with my Adobe ID, the program gives the error "Adobe ID Mismatch: The Adobe ID you signed in with does not match the Adobe ID associated with this subscription. Please sign in with the Adobe ID associated with this subscription."

So, how can I dissociate my friend's Adobe ID from my computer? A search of the Registry for my friend's Adobe ID turned up empty handed, and I am currently running a brute-force search on my C: drive for the same name, and am finding nothing. Part of me thinks that Adobe has my computer tracked, and that I need to either contact Adobe to get the program removed or contact my friend to deregister my device. What should I do?

EDIT: As expected, it not only affects Flash Builder, but other Adobe Creative Cloud programs as well.

Report · Dec 27, 2012

You will want to go to Help>Deactivate within the Adobe Applications in order to remove the Adobe ID information. If you are unable to then please remove the software and run the CS Cleaner tool to verify you have a complete removal. You can find details on how to use the CS Cleaner Tool at CS Cleaner Tool for installation problems | CCM, CS6, CS5.5, CS5, CS4, CS3 - http://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html.

Report · Dec 27, 2012

Thanks for the suggestion. I couldn't even run the Adobe application, so I tried uninstalling the application and ran the cleaner tool. However, when I reinstalled again, I ended up with the same error again, and it was still attached to the old Adobe ID. This tells me that some link to my computer is on Adobe's servers, either under my own Adobe ID or that of my friend's. Do I need contact Adobe support to get this unlinked, or is there something my friend can do to fix the problem?

EDIT: I don't want to try this other route, but if I can't get these Adobe IDs unlinked in any other way, will purchasing an Adobe subscription (and thus obtaining a serial number) fix the problem?

Report · Dec 28, 2012

Compynerd255 before giving directions for a more thorough way of cleaning up the installation I need to know if you have any other Adobe Creative Software installed? If we manually remove the registration information it could affect other Adobe applications which you may have installed.

Report · Dec 28, 2012

No, I have no other Adobe Creative Software installed - in fact, all of it gives the same problem. As of now, only Flash Builder is installed.

Report · Dec 28, 2012

Please remove Flash Builder. Once removed you should be able to remove the Adobe PCD and caps folder from C:\Program Files (x86)\Common Files\Adobe. If you continue to face difficulties with the Adobe ID then please contact our support team to work with them directly.

Report · Dec 28, 2012

I removed the "Adobe PCD" and "caps" files and attempted to reinstall Flash Builder, and yet came across the same problem. How can I reliably contact the support team, especially considering that I have not purchased a support plan?

Report · Dec 28, 2012

You do not need a support plan to obtain support for your Creative Cloud membership. You can either contact our support team via telephone, go to http://www.adobe.com/ and select Help>Contact us for support options in your region, or contact our chat support at http://adobe.ly/yxj0t6.

I do agree that it would be best at this point to work with a member of our support team directly. Please feel free to post your case number to this thread and I would be happy to review your interaction. You may also want to refer the support agent to this thread so they know what steps you have tried.