Installed apps not showing in CC & licence expired

[nawest]

Running Adobe CC for teams.

We've had Adobe Illustrator, Indesign, Photoshop, Bridge and Acrobat installed on two Macs for years. One of them was recently replaced and restored from a Time Machine backup. I've  signed out of CC on the now defunct Mac. Everything seemed okay on the new Mac until yesterday when I installed the latest version of Illustrator. I noticed that the installed apps list in CC didn't list any of the apps that were on the Mac - apps that I use all day every day.

Because I couldn't therefore update the installed Illustrator, I decided to install the latest version afresh. This installed correctly but when I launched it for the first time it informed me that my illustrator licence had expired and I had 99 days to use the app. It told me that "You’re currently signed in with your email ID XXXXXXXX. You can also sign out and use an Adobe ID that already has a paid subscription." The problem is that I already have a paid subscription that is associated with the Adobe ID!

I've signed out of CC, rebooted the Mac and signed back in but nothing has changed. So, two-fold question:

How do I get CC to recognise both my already installed apps and also the fact that I have a paid subscription?

Thanks in advance.

[John T Smith · Accepted solution]

>restored from a Time Machine backup

Tell everyone you know who owns a Mac, including Apple employees... Mac Migration and Time Machine DO NOT WORK properly with Adobe program activations due to hidden registration files that are not included when Migration or Time Machine make their copies

A simple re-install probably will not work, since the "broken" pieces of your restore are still there to get in the way

Sign out of your account... Uninstall... run the Cleaner...

-for non-Cloud programs you need to DE-activate before uninstalling

-https://helpx.adobe.com/x-productkb/policy-pricing/activate-deactivate-products.html

-using the cleaner after uninstalling and before reinstalling is often needed

-https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

-Restart your computer... Sign in to your account... Reinstall

Also, Team license links that may help

-team plans https://www.adobe.com/creativecloud/plans.html?plan=team

-http://www.adobe.com/creativecloud/buy/business.html

-https://helpx.adobe.com/contact/creative-cloud-teams.html for Team help

-manage your team account https://forums.adobe.com/thread/2107090

[nawest]

Thanks John

Before I start uninstalling how do I copy the preferences (settings, pallet positions etc) in each if the CC apps over to the new installations if I'm deleting everything first?

[nawest]

(Okay, in lieu of an answer to my last question, I guessed that I'd need to copy the preferences and replace the new ones with them when the new apps are installed - Not yet at that stage to know if it works)

In the meantime I've followed the instructions above.

I've signed out of CC, uninstalled all the CC apps and CC itself. I've restarted then run the cleaner then restarted again. I've signed in to Adobe and reinstalled CC and then downloaded the apps again. I've launched the apps and I'm still being told that I have 94 days left to use them because my licence has expired.

Thought I must have done something wrong so I repeated the whole process again with the same result.

I have a paid subscription which CC confirms and yet the apps which CC now shows as installed all say that I don't.

What do I do next?

[nawest]

Further to the above I've downloaded and run the Limited Access Repair tool for Mac OS - again, with no success.

[nawest]

And yet more...

I've now installed Indesign, Illustrator, Photoshop and Bridge. They all say I've got 93 days left but at least I can continue working until the issue is resolved.

The immediate problem is now Acrobat, which I've tried to install but it gets so far through the installation process before saying "Found a higher version Adobe Acrobat in the installation location. Installation will terminate". It then stops.

I've searched the machine for acrobat and I can't find one. The other issue here is that the version I uninstalled (along with all the other apps) WAS the latest version, also how can I have a more up to date version than Adobe themselves?

Exit Code: 7

Please see specific errors below for troubleshooting. For example, ERROR: DW003, DW006 ...

-------------------------------------- Summary --------------------------------------

- 0 fatal error(s), 2 error(s)

----------- Payload: Adobe Acrobat DC 19.8.20071.0 Acrobat DC/Acrobat DC Installer.pkg_19.008.20071 -----------

ERROR: DW006: Apple Package failed to install successfully.

ERROR: DW003: Third party payload installer Acrobat DC/Acrobat DC Installer.pkg failed with exit code: 1

-------------------------------------------------------------------------------------

[nawest]

I've looked up 'acrobat exit code 7' and came across this:

Error exit code 6, exit code 7 installing Adobe Creative Cloud

which took me to this:

Troubleshoot Adobe Creative Cloud install issues with log files.

I followed the instructions to find the three log files which might give me a clue as to the problem, but they're not where it tells me they're supposed to be.

[nawest]

Okay, I've finally sorted the Acrobat problem. I found a stand-alone Acrobat Pro DC installer which, although taking a lot longer to install, did so successfully. I then restarted and CC now shows that I have Acrobat DC as one of my installed apps.

So, back to the original problem, all the other apps (apart from Acrobat) are still saying that my licence has expired. And I sincerely hope to god that after the number of hours it's taken me to get to this stage, that the fix isn't going to be to remove them all again!

BTW I have to do this exact same thing to the second Mac which was also restored from a Time Machine backup, but I'm not planning on doing that one until I'm sure I'm not going to have the same problems as with this one.

[nawest]

Come on Adobe. It's been five days since my last post. I still have problems and am asking for help. Please.

I still have a second machine to jump through these hoops with, and currently the two machines are using different versions of Indesign. This means that the second Mac can't open files that have been saved by the first.