SUBSCRIPTION NOT RECOGNISED - RIDICULOUSLY LONG TO RE-INSTAL

[TheCustomer]

Hello there

This is posted here because Adobe Support has closed my query without giving me a decent chance to respond to their email.  

In summary, I have 2 computers, and have the Adobe Photography Plan, last subscription payment April 2025.  I use my main computer often and have had no trouble with my plan / subscription.

But on my second computer (used less often), I tried to use Bridge and it said it wouldn’t do Camera Raw because I didn’t have a qualifying product.  A long online chat resulted in the consultant unable or unwilling to help me, because he only looked up certain email addresses and would not look up my name, home address or the name of the activated devices.

I have now been able to access my records and the Adobe website which confirm that I do have a 2-computer Photography Plan subscription and that IT IS CURRENT, under my account under  XX email address.

I now have my 2nd computer running, which successfully recognised my subscription as being under that XX email address.

To get the Photography Plan up and running again on the 2nd computer, I went into “access plans”, Photoshop, Install, then it said “now installing Creative Cloud Desktop App”.  The computer has now been sitting on “Photoshop is now installing” for over 5 hours.  FIVE HOURS.   A whopping FIVE HOURS.  It seems to be because the message was that “this app installs and updates all Adobe creative apps and services”.

THIS IS REALLY ANNOYING FOR A NUMBER OF REASONS.

1. I had a paid for subscription under XX email address.  I expect to be able to use my 2nd computer “occasionally”, i.e. not each and every month or at some specific periodicity.  Can someone please explain why Adobe cancelled the Adobe products from that 2nd computer, ie Photoshop, Bridge and Camera Raw at the least (and probably Lightroom too)?  I’ve paid for the subscription so I expect to be able to use it when I want.  I shouldn’t have to re-install the products, taking a ridiculous number of hours per the next point.

1.  It is ridiculous that when I select to install Photoshop, the system decides to install ALL CREATIVE APPS AND SERVICES in one go, taking a horrible number of hours.  I should be able to separately and progressively install JUST Photoshop, then JUST Bridge, then JUST Lighroom etc.  Please explain why this option was not available.

At this stage, I do NOT know whether the installation of the Photography Plan / Creative Cloud is successful on my 2nd computer, because it is taking so LONG.  SO LONG.  SO LONG.

I’m sending this post now because I am so frustrated and annoyed about all this.

Irene

[jane-e]

I went into “access plans”, Photoshop, Install, then it said “now installing Creative Cloud Desktop App”.  The computer has now been sitting on “Photoshop is now installing” for over 5 hours.  FIVE HOURS.  

Irene

By @TheCustomer

I think your issues now are that the CC app is taking too long to install (and also that Adobe Customer Care closed your query.)

I've moved your post from Creative Cloud desktop to the Download and Install forum.

Jane

[kglad]

on the problematic computer start here, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

ONLY IF YOUR ACCOUNT SHOWS A SUBSCRIPTION WITH NO PAYMENT PROBLEMS, proceed to these steps -

https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

and if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

additionally, below are solutions some users reported:

if those all fail, change your cc language. eg, try international english

if that fails, change the install location

[Nancy OShea]

You can update a Case through your online support history panel by logging in to your account below.

https://account.adobe.com/support

Sounds like you need to open CC Desktop App and log-in with your paid Adobe ID & password.

[Nancy OShea]

An under equipped laptop is not a good user experience.

Make sure your computer meets the minimum CPU & GPU requirements. Most Creative Cloud apps work on these systems, no more than 2 versions back:

• Windows 11 (64-bit) versions 24H2, 23H2; Windows 10 versions 22H2, 21H2;
• MacOS 15 (Sequoia), 14.7 (Sonoma), 13.6.7 (Ventura).

- https://helpx.adobe.com/creative-cloud/system-requirements.html
- https://helpx.adobe.com/photoshop/system-requirements.html
- https://helpx.adobe.com/photoshop/kb/photoshop-cc-gpu-card-faq.html

[B_R2805]

Because the Adobe website said that these downloads can take 3 hours just for Photoshop, and up to 2 hours for Bridge, I let my computer run for 6 hours, and nothing happened.  I finally closed it out, dug around the Adobe website and found a place under my account for JUST downloading Photoshop, then JUST downloading Bridge, etc.  Downloads and instals this way still took an hour.

I still don't have an answer as to why Adobe cut off my products, necessitating me to go through all this hassle.

[kglad]

did you try the first link in my post?