Lightroom CC Free trial RESET not working.

[evelyn38966323]

Last week, I got an email from Adobe saying that my Lightroom CC free trial has been RESET so that I can try the new version of LR until the 20th August 2016.

This is not working for me. I have uninstalled everything, installed again and LR continues to say the same, that I need to buy a subscription. Could you please help me? What should I do in order to get the free trial reset as Adobe is offering to me? Thanks.

[kglad]

uninstall everything cc

run the cleaner per Use the Adobe Creative Cloud Cleaner Tool to solve installation problems

restart your computer

reinstall the cc desktop app

use the desktop app to install your lr trial.

[evelyn38966323]

I have followed the steps as the guide you mentioned indicated but when LR finished to install I didn't get the Trial bottom, instead I got Trial expired in red and a Buy Now bottom again.

I'm using a Mac running El Capitan. The only thing I couldn't find was the cleaner log file.

I don't understand why this is happening, if Adobe offer me a trial reset, it should work straight forward. Please, help.

[kglad]

using a browser that accepts cookies and allows popups, contact adobe support during pst business hours by clicking here and, when available, click 'still need help', http://helpx.adobe.com/x-productkb/global/service-ccm.html

[evelyn38966323]

I did it and after trying for nearly 30 minutes that the person on the chat understands what my problem is, she said I will be contacted for somebody else from another group, so now, I waiting again.

I really don't understand the point. Why Adobe is offering us the possibility to reset the free trial of LR (and/or PS) to try the software again using a the newest version if this is really not possible because the software was already installed in our computers sometime ago. What is Adobe intention with these emails? This is not a good marketing seller really!

[evelyn38966323]

Still waiting for Adobe to resolve this issue. One week has gone and today I got an email from support telling me that my case has been submitted to the relevant team...again??? I have been waiting for a week? Just wondering...why Adobe is sending email to their customers saying something that is not easy to accomplish? Why Adobe is offering a RESET of a Creative Cloud application if the system will not allow you to restart your trial??? This is incredible!

[Jeffrey_A_Wright]

Evelyn38966323 I am sorry that you are facing difficulty evaluating Lightroom CC.  Have you evaluated Lightroom CC on this computer previously?

You mentioned that you have contacted our support team.  If you can please update this discussion with the case number I would like to review the interaction.

[evelyn38966323]

Hello Jeff,

Yes, of course I have previously evaluated Lightroom CC on this computer. This is my computer (an iMac). The email I received from Adobe offer me the possibility to RESET the free trial. If I would never tested Lr this email wouldn't have any sense at all.

My case number is 0219225360

Thanks,

[Jeffrey_A_Wright]

Thanks for the update Evelyn38966323.  I reviewed the case and screen shot which you attached of the e-mail.

I am not aware of any recent trial resets being performed for individuals who have already evaluated the software.  I will double check and update this discussion.

I would recommend that if you wish to continue evaluating Lightroom CC you do so on a different computer.  You can find more details at https://helpx.adobe.com/x-productkb/global/trial-software-expired-early.html.

These type of e-mails are typically sent to invite individuals to try the new features made available with the update.  We generally only reset the trial periods when a new version of the software becomes available.  Lightroom CC versus the previous release of Lightroom 5 for example.

I will update this discussion if a recent trial reset has been performed.  My apologies for any confusion this e-mail may have caused.

[evelyn38966323]

Sorry, but this is not what the email I received is saying. If you read the email subject and what is written underneath it said:

Subject: Try Creative Cloud photography apps AGAIN

We RESET your TRIAL for you to try all the new features in our popular digital imaging apps.

And on the image attached to the email you can read: TRY them AGAIN before the trial ends on August 20.

If Adobe is sending this emails to customers like me, they should take care of what they are offering.

You can not suggest that I should do that on a different computer...this is my computer, the only one I have. And this is not mentioned on the email. Adobe cannot do that to the customers.

[Jeffrey_A_Wright]

Yes thank you again for the screen shot Evelyn38966323.  As I have additional updates I will post them to this discussion.

If you wish to evaluate Lightroom CC, with no further delay, then I would recommend evaluating the software on a different computer.

[evelyn38966323]

Ok, I will continue waiting. Please, note again that this is my only computer. There is not point for you to say that I should try on a different computer.

[Jeffrey_A_Wright]

Evelyn38966323 if this is your only computer then you may want to also consider a Photoshop Photography plan.  You can self cancel within 14 days if you decide that Lightroom CC does not meet your needs.  Details on the cancellation process can be found at Cancel your Adobe Creative Cloud membership..

I will update this discussion tomorrow once I have had a chance to investigate further if a trial reset offer was issued for Lightroom CC.

[evelyn38966323]

This is not the point of my request. I received an email from Adobe and I'm waiting since a week for the relevant team to give an answer. Are you part of this relevant team? I don't think so.

I received an email from Adobe and I think that Adobe should honor what they are offering to their customers. That's all.

If Adobe is sending emails that after that they can not accomplish they should review that. And thinking of that, how do you suppose that after all this situation I will trust in Adobe and pay for something to be cancelled? And after that, what? wait and wait for somebody to say I'm sorry but...? Of course, not.

[Jeffrey_A_Wright]

Evelyn38966323 I have confirmed that there was a trial reset performed on June 20th for everyone.  This included Lightroom and several other Creative Cloud applications which received updates.  Trial reset e-mails were sent to let individuals know that the trial period was reset.  The trial period is for a total of seven days.

If you have already evaluated Lightroom CC, for seven days, on June 20th or anytime after then that is the only trial available on that computer.  You are welcome to continue evaluating the software on a different computer.

Your other option was discussed in message #12 and would allow you to utilize the software for up to 14 days, before you would need to cancel your membership.  You can learn more about the Creative Cloud Photography plan at Lightroom and Photoshop | Adobe Creative Cloud Photography plan .  Alternately you can purchase Photoshop Lightroom 6 at Software & Services..

My apologies for the confusion in the e-mail and the delay in clarification.

[evelyn38966323]

Hello,

No, I haven't evaluated Lr on June 20th or any time after that. My only trial was a few months ago, actually at the beginning of 2016, I can find the exact actual date if you need.

I'm still waiting for the answer coming from the "relevant team"

Thanks

[Jeffrey_A_Wright]

Ok Evelyn38966323 I have requested that you be contacted directly by a member of our support team and referenced case 0219225360.  I have requested that you be contacted via your hotmail account.  If you would prefer to be contacted via telephone then can you please add your telephone number to your account information at http://www.adobe.com/.

[evelyn38966323]

I have now added my telephone number to my account information.

Thank you.

[evelyn38966323]

I have been contacted by email today, but the person is totally confused. The email I received is related to an Adobe ID that is not right. Also, they are talking about a trial extension for 7 days. This is not what I'm requesting. The issue is related with the fact that Lr was already installed on my computer some time ago and now it is not accepting a new trial that Adobe is offering. So, please check. I'm starting to be totally disappointing with Adobe. Thank you.

[Jeffrey_A_Wright]

Evelyn according to our Engineering team when you first utilized the trial you utilized your gmail.com address.  The first portion of the e-mail is the same as your hotmail.com address only the domain is different. 

An additional seven days to evaluate Lightroom has been provided to the gmail.com address.

If you would like additional clarification then I would recommend responding to the e-mail with any additional questions you may have.

[evelyn38966323]

Why this is so complicated? I used this Gmail ID in the past, in an old computer I have. Im not talking about this ID. The email I received with the Adobe offer is for my current Adobe ID the hotmail.com ID.

Anyway, I have tried to login with this OLD gmail ID and the issue with Lr trial it is exactly the same (even if I never used this Gmail ID on my current computer)

Please, just try to fix what Im requesting!. I have also answered to the email I received from the support team but Im updating this post for the people that are following to be aware of what is going on.