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New subscription stopped working

New Here ,
Jul 26, 2021 Jul 26, 2021

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Hello,

 

I had a copy of creative suite that I'd bought from Amazon.  I got a popup yesterday telling me it wasn't genuine, so I filled out the reccomended forms and paid for an "everything" subscription.   All seemed to be back to normal for a few hours.   I went to lunch and Creative Cloud Desktop updated all the apps while I was gone (yes, I initiated the update).   Now none of the Adobe products that I paid for (twice now) will not run.  I click "Open" for photoshop in the Creative Cloud Desktop and the photoshop launcher window shows up for about 2 seconds then it just goes away with no error or anything.  

 

What is the deal with this software?  Was the illegetimate warning just BS as well and I paid a second time for no reason?

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correct answers 1 Correct answer

New Here , Jul 26, 2021 Jul 26, 2021

I tried your suggestions and couldn't resolve it.  What did end up working was to remove all the adobe products and reinstall them.  Now everything's working again.

 

Thanks for taking the time to respond with suggestions!

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Community Expert ,
Jul 26, 2021 Jul 26, 2021

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check your account to verify your subscription is what you expect and to verify your adobe id, https://accounts.adobe.com

 

then if your subscription appears to be what you expect, 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 your subscription is not what you expect, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (= cryptic icon in the lower right)

kglad_0-1627325796927.png

in the chat field, type AGENT
be patient, it can take quite a while to reach a human

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Community Expert ,
Jul 26, 2021 Jul 26, 2021

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Did you restart your computer after installing the software?

Did you log-in to Creative Cloud Desktop app with the correct user ID and password?

If you're on Windows10 with latest updates, go to Start Menu.  Right-click on PS icon and select More > Run as administrator.

 

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Jul 26, 2021 Jul 26, 2021

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I tried your suggestions and couldn't resolve it.  What did end up working was to remove all the adobe products and reinstall them.  Now everything's working again.

 

Thanks for taking the time to respond with suggestions!

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Community Expert ,
Jul 26, 2021 Jul 26, 2021

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good to hear the problem's resolved.

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