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I used LR5 Trial. Decided to pay the extortionate $74 monthly CC subscription, succesfully dowloaded PS and SG. LR5 is reported as installed yet is nowhere to be seen. Tried chat last night, this morning and agian tonight. Agents are never available
Windows 8
i7 oc 3.6gz
12gb
ATi HD 5770
256 ssd
80 ssd
3TB Internal
6TB external
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Hi
Please try running Adobe Creative Cloud Cleaner Tool and let us know if it fixes your issue or not.
http://www.adobe.com/support/contact/cscleanertool.html
Regards,
Abhijit
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No, in fact I've now lost Speed Grade as well.
I need Lightroom now. Can I buy ANOTHER copy and install that
www.tonybrown.tv
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OK, I can't do this now, I have to be up in 4 hours.
This is too expensive and too flawed.
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Hi,
Could you please provide me you contact details via Private Message so I can call you to assist you on this.
regards,
Abhijit
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Continue here please
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So I now have a LR icon, but when I click on it I'm asked to either buy the upgrade or continue trial - which has run out. I've tried deleting the program both via the Creative Cloud cleaner as you suggested and using CCLeaner. Having done that I attempted to re-download the program via the desktop CC manager and from the site.
Same problem
Suggestions please
Also Speed Grade fails to load 50% of attempts. PS works perfectly
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Hello? Anybody listening? I'm paying you money.........thats two days I'd like refunded please. I've done everything you've asked and you've gone silent. Shall I completely uninstall everything....again? Itsd the only answer you seem to come up with. Chat is again unavailable
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Whycantiusemyrealname it is difficult to determine what your current status is via this discussion.
First while you can certainly install the Lightroom trial in order for Lightroom to become licensed for your subscription you need to install through the Creative Cloud application. It appears you are using Windows 8. If you run the uninstaller, available in the Programs and Features control panel are you then able to install Lightroom via the Creative Cloud application?
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Thank you I've tried that. The LR5 trial is what has caused tyhe problems I
think. The trial ended, that was when I had little choice but to subscribe
to CC.
I've also used the Creative Cloud Cleaner. I'm currently online to some
fella in India who is going down his delete this delete that list. An hour
so far, no joy
<Removed by Moderator>
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here's where we are.....
All representatives are actively assisting other customers. Your estimated
wait time is 0 minute(s) and 50 second(s) or longer. Thank you for your
patience.
You are now chatting with 'Manjunath'
Tony: Cool
Manjunath: Hello. Welcome to Adobe Technical Support.
Manjunath: I have received your query. Please allow me a moment to verify
your account and to review the details of your request.
Tony: Thank you sir
Manjunath: As I understand you are asked to buy the product. Is that
correct?
Manjunath: You are welcome.
Tony: Correct
Manjunath: Thank you.
Manjunath: May I have the order number please?
Tony: what order number
Manjunath: Please login your adobe account and you can find it under My
orders and subscription.
Tony: I can see no order number, it says 11 months until renewal
Manjunath: Okay.
Manjunath: Please wait while I check with your email id.
Manjunath: Okay please launch Lightroom 5 ?
Tony: Asking for serial number
Manjunath: Okay please disable firewall and Anti-virus and try to launch
Tony.
Tony: same, its asking for serialk number
Manjunath: Okay.
Manjunath: In this case please click on directory c.
Tony: ok
Manjunath: Please click on windows folder.
Tony: ok
Manjunath: Please click on System 32 folder now.
Tony: ok
Manjunath: Please click on drivers folder.
Manjunath: And then click on Etc folder.
Tony: ok
Tony: ok
Manjunath: And then click on Etc folder.
Manjunath: Can you see a file called hosts?
Tony: yes. 1kb
Manjunath: Please open it with notepad.
Manjunath: And copy the entire thing in it into this chat.
Tony: # Copyright (c) 1993-2009 Microsoft Corp. # # This is a sample HOSTS
file used by Microsoft TCP/IP for Windows. # # This file contains the
mappings of IP addresses to host names. Each # entry should be kept on an
individual line. The IP address should # be placed in the first column
followed by the corresponding host name. # The IP address and the host name
should be separated by at least one # space. # # Additionally, comments
(such as these) may be inserted on individual # lines or following the
machine name denoted by a '#' symbol. # # For example: # # 102.54.94.97
rhino.acme.com # source server # 38.25.63.10 x.acme.com # x client host #
localhost name resolution is handled within DNS itself. # 127.0.0.1
localhost # ::1 localhost
Manjunath: Thank you.
Manjunath: Please wait for 2-3 minutes while I check on the troubleshooting
steps.
Tony: sure, thanks
Manjunath: You are welcome.
Manjunath: Sorry for the delay Tony.
Manjunath: Thank you for waiting.
Tony: No prob, appreciate the help
Manjunath: Please open c directory.
Tony: ok
Manjunath: Can you find a folder Program files(*86)?
Tony: yes
Manjunath: Please open it.
Tony: ok
Manjunath: click common files.
Tony: ok
Manjunath: Click adobe folder.
Tony: ok
Manjunath: Tony sorry for the wrong information.
Manjunath: Please close it.
Manjunath: Click start.
Tony: closed
Manjunath: On the bottom left.
Tony: windows 8, no styart
Tony: oh that....ok
Manjunath: Please press windows+r together.
Manjunath: Please press windows+r keys together.
Tony: ok in run
Manjunath: Please typein %appdata%
Tony: ok
Manjunath: Did you hit enter?
Tony: takes me to c\users\tony\appdata
Manjunath: After that click on appdata on top.
Tony: ok
Manjunath: Click on local folder.
Tony: ok
Manjunath: Click adobe folder.
Manjunath: Can you find OOBE folder there?
Tony: yes
Manjunath: Please open OOBE folder and delete pcm.db file.
Tony: you mean opm?
Manjunath: Yes.
Manjunath: Sorry Opm.db sorry for the typo.
Tony: it says it open in creative cloud, cannot delete
Manjunath: Please open task manager and close all adobe processes.
Tony: could take a while, there are dozens. Di Leave helper open?
Manjunath: Okay please go ahead I will be online to assist you.
Tony: ok, opm is deleted
Manjunath: Okay now try to launch the application.
Manjunath: And let me know if it works.
Tony: same
Manjunath: Again its asking for the serial number?
Tony: yes
Manjunath: Okay please wait.
Tony: I really need this tonight I have 3000 images to get prepared for 9.am
<Removed by Moderator>
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Ok then please proceed with the support technician. If you continue to face difficulties please feel free to post your case number to this discussion thread.
Also can you please turn off your e-mail signature when responding. I have removed your personal information from the previous two posts but this is a public forum.
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It didn't work. I've no choice but to buy the license for LR5 and abandon
Speed Grade altogether . Three days of wasted time. So far. Considering I'm
now about $6k down what's another $50?
I will never forgive Adobe for this. The extortionate monthly fee is bad
enough. The choice of one app or all of them is ridiculous. Even more
ridiculous when 2 of the 3 I want don't work. I understand the effort to
stop piracy, but your pricing plans have only ever driven the demand for
the black market higher. You may as well try to ban recreational drugs or
alcohol....oh wait....that didn't work either did it. Just caused more
crime.
Ok, thanks for trying to help Jeff, I'll hand over my money, they've got me
by the plums
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Whycanisuemyrealname do you have a case number from your interaction which I can review?
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I wasn't given one Jeff, but here is the entire conversation. It ends with
me restarting and going right back to square one.
You are now chatting with 'Manjunath'
Tony:* *Cool
Manjunath:* *Hello. Welcome to Adobe Technical Support.
Manjunath:* *I have received your query. Please allow me a moment to
verify your account and to review the details of your request.
Tony:* *Thank you sir
Manjunath:* *As I understand you are asked to buy the product. Is that
correct?
Manjunath:* *You are welcome.
Tony:* *Correct
Manjunath:* *Thank you.
Manjunath:* *May I have the order number please?
Tony:* *what order number
Manjunath:* *Please login your adobe account and you can find it under My
orders and subscription.
Tony:* *I can see no order number, it says 11 months until renewal
Manjunath:* *Okay.
Manjunath:* *Please wait while I check with your email id.
Manjunath:* *Okay please launch Lightroom 5 ?
Tony:* *Asking for serial number
Manjunath:* *Okay please disable firewall and Anti-virus and try to
launch Tony.
Tony:* *same, its asking for serialk number
Manjunath:* *Okay.
Manjunath:* *In this case please click on directory c.
Tony:* *ok
Manjunath:* *Please click on windows folder.
Tony:* *ok
Manjunath:* *Please click on System 32 folder now.
Tony:* *ok
Manjunath:* *Please click on drivers folder.
Manjunath:* *And then click on Etc folder.
Tony:* *ok
Tony:* *ok
Manjunath:* *And then click on Etc folder.
Manjunath:* *Can you see a file called hosts?
Tony:* *yes. 1kb
Manjunath:* *Please open it with notepad.
Manjunath:* *And copy the entire thing in it into this chat.
Tony:* *# Copyright (c) 1993-2009 Microsoft Corp. # # This is a sample
HOSTS file used by Microsoft TCP/IP for Windows. # # This file contains the
mappings of IP addresses to host names. Each # entry should be kept on an
individual line. The IP address should # be placed in the first column
followed by the corresponding host name. # The IP address and the host name
should be separated by at least one # space. # # Additionally, comments
(such as these) may be inserted on individual # lines or following the
machine name denoted by a '#' symbol. # # For example: # # 102.54.94.97
rhino.acme.com # source server # 38.25.63.10 x.acme.com # x client host #
localhost name resolution is handled within DNS itself. # 127.0.0.1
localhost # ::1 localhost
Manjunath:* *Thank you.
Manjunath:* *Please wait for 2-3 minutes while I check on the
troubleshooting steps.
Tony:* *sure, thanks
Manjunath:* *You are welcome.
Manjunath:* *Sorry for the delay Tony.
Manjunath:* *Thank you for waiting.
Tony:* *No prob, appreciate the help
Manjunath:* *Please open c directory.
Tony:* *ok
Manjunath:* Can you find a folder Program files(86)?
Tony:* *yes
Manjunath:* *Please open it.
Tony:* *ok
Manjunath:* *click common files.
Tony:* *ok
Manjunath:* *Click adobe folder.
Tony:* *ok
Manjunath:* *Tony sorry for the wrong information.
Manjunath:* *Please close it.
Manjunath:* *Click start.
Tony:* *closed
Manjunath:* *On the bottom left.
Tony:* *windows 8, no styart
Tony:* *oh that....ok
Manjunath:* *Please press windows+r together.
Manjunath:* *Please press windows+r keys together.
Tony:* *ok in run
Manjunath:* *Please typein %appdata%
Tony:* *ok
Manjunath:* *Did you hit enter?
Tony:* *takes me to c\users\tony\appdata
Manjunath:* *After that click on appdata on top.
Tony:* *ok
Manjunath:* *Click on local folder.
Tony:* *ok
Manjunath:* *Click adobe folder.
Manjunath:* *Can you find OOBE folder there?
Tony:* *yes
Manjunath:* *Please open OOBE folder and delete pcm.db file.
Tony:* *you mean opm?
Manjunath:* *Yes.
Manjunath:* *Sorry Opm.db sorry for the typo.
Tony:* *it says it open in creative cloud, cannot delete
Manjunath:* *Please open task manager and close all adobe processes.
Tony:* *could take a while, there are dozens. Di Leave helper open?
Manjunath:* *Okay please go ahead I will be online to assist you.
Tony:* *ok, opm is deleted
Manjunath:* *Okay now try to launch the application.
Manjunath:* *And let me know if it works.
Tony:* *same
Manjunath:* *Again its asking for the serial number?
Tony:* *yes
Manjunath:* *Okay please wait.
Tony:* *I really need this toninght I have 3000 images to get prepared
for 9.am
Manjunath:* *I will be glad to help you with this issue.
Manjunath:* *Please be online for 2-3 minutes while i check on other
troubleshooting steps.
Manjunath:* *May I know the language in your computer.
Tony:* *English
Manjunath:* *Okay thank you.
Manjunath:* *Please wait.
Manjunath:* *Tony please start creative cloud application manager.
Tony:* *ok, but when I click elsewhere it closes
Manjunath:* *Please just open it do not click anywhere.
Tony:* *I have to to respond to you
Manjunath:* *Okay after opening it click on prefrences.
Tony:* *ok, it stayed open
Manjunath:* *Then select the language as international english and apply.
Tony:* *that is what it was already set to
Manjunath:* *Okay.
Manjunath:* *Please wait.
Manjunath:* *Are you on a corporate network.
Tony:* *no, at home
Manjunath:* *Did you download Lightroom from the adobe website?
Tony:* *Cant you just give me a license number so I can start work
Tony:* *yes the original trial was from adobe and then downloaded via CC
Manjunath:* *sorry Tony creative cloud do not ask for the serial number.
Tony:* *yes but my trial version, the one I appear to be stuck with does.
I don't really want to have to pay ANOTHER £50 for a license but I'm
running out of time. This is three days now
Manjunath:* *For confirmation the lightroom that you are using now was
that downloaded as a trial ?.
Manjunath:* *We are sorry for the delay that is happening to you.
Tony:* *Yes, the trial has finished
Tony:* *I cant go back to use 4.4 as I have adjustments already made
using LR5
Manjunath:* *Tony since you have downloaded the trial version CCm is
asking for serial number .
Manjunath:* *Please uninstall it and I will provide you the step to
download it properly.
Tony:* *Ok but I've done this twice already. Hold on
Manjunath:* *Please go ahead and this time it will work for sure.
Tony:* *Uninstalling using CCleaner
Manjunath:* *Okay I will wait please go ahead.
Tony:* *says I have to restart
Tony:* *telling me to restart to finish uninstall. I'm not doing so for
obvious reason
Manjunath:* *Is it asking you to restart your computer?
Tony:* *yes
Manjunath:* *Okay I will provide you the steps please follow the steps I
provide you now after restarting.
Manjunath:* *After the uninstallation.
Manjunath:* *Please login to creative.adobe.com website.
Manjunath:* *And click on download center.
Manjunath:* *And click on download center.
Manjunath:* *And download the Creative Cloud desktop application manager
from there.
Manjunath:* *After that you can find that icon on the system tray.
Manjunath:* *Please open Creative cloud desktop application icon.
Manjunath:* *It will ask you to login please login.
Manjunath:* *And you can find apps tab on the top of the Creative cloud
desktop application.
Manjunath:* *Click on it and download lightroom 5 from there and it will
work without asking for serial number.
Tony:* *this will be the third time I've done exactly this. It always
says Lightroom 5 is already installed
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If you get any ideas, I'm here all night trying ti catch up
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My apologies Jeff, there was a case number in an email I received. It
states that the problem was solved which is rather odd as the restart of my
PC required after the uninstall obviously severed the chat link and they
were aware of that.
Number 0184496884
<Removed by Moderator>
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Whycantiusemyrealname if I understand correctly you are unable to find a listing for Lightroom, and possibly Speedgrade, within the Adobe Creative Cloud application on Windows 8 is this correct? This is why you previously installed the Lightroom 5 trial.
Can you please check Creative Cloud AAM lists Applications as "Up to Date" when not installed - http://helpx.adobe.com/creative-cloud/kb/aam-lists-removed-apps-date.html to ensure you have completed all steps listed within the document? This document has usually allowed other Users to resolve this difficulty.
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No not exactly
I had PS CS6 on a laptop which was bought from a colleague about 4 months
ago. The laptop went AWOL 5 weeks ago from a studio in London
So that left me with Premiiere Elements 11, PSE 10 and Lightroom 4.4 on my
desktop at home
The subscription here in UK has received extremely bad press due to the
price here v the price in US. So I decided then to download a standalone
trial to LR5 and stick with PSE 10 and Premiere Elements 11
The trial for LR5 expired.
A recent bad experience at a grading session I couldn't attend led to a
conversation about Speed Grade
So, as I couldn't afford to buy PS CS6 again and find a copy of Speed
Grade AND pay the upgrade to LR5.......AND in spite of the cost
controversy, I decided to abandon my principles and my support of my UK
brothers and sisters and subscribe to CC.
PS downloaded ok
SG downloaded ok
LR5 downloaded, installed but when I tried to open it, it said my trial had
expired and I had to buy a license.
On the advice of Adobe I ran Created Cloud Cleaner. Didn't work, in fact it
screwed up SG which now sometimes opens, sometimes doesn't. I uninstalled
everything related to LR5 using Piriform CCleaner.
As advised I downloaded LR5 via the CC desktop app. It again installed, but
again asked me to buy a license
Thursday night - I think - I reworked nearly 1400 images originally tweaked
in LR5, with LR4. Luckily for me LR4.4 runs considerably faster than LR5 in
spite of all the reports that 4 was much slower than 3. However I lost the
account at the presentation, indirectly because of the problem,
specifically through not sleeping for over 50 hours
So, in a nutshell, I've got PS CC but not SG or LR5. I've presently
borrowed a dog of a Mac Book Pro to keep up with other projects which has
LR5 installed.
I look forward to a solution very soon, because this has cost me a fortune
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Then it would appear that the licensing information is not being written when you are installing Lightroom via the Creative Cloud application. Before we try reinstalling with more verbose logging can you please check your AMT3.log file located at \Users\[username]\AppData\Local\Temp.
You can find more information at Troubleshoot launch errors using logs | Creative Suite 5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-launch-errors-using-logs.html.
Since your license is being applied through the Creative Cloud application please try signing out and back in after correcting the error message. If this still does not apply the license then please verify there are no new error messages and remove Lightroom using the Programs and Features control panel. You will then need to quit the Creative Cloud Application, relaunch it, and then be able to reinstall Photoshop Lightroom.
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Thanks for that Jeff - what would you like me to do with that file? Steady, I know thats tempting...........but as I'm not an Adobe beta tester (?) maybe somebody who knows what they are doing should take a look. I cant see a way to attach it as a file. I'm sure you dont want it pasted here .........?
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Its gone very quiet..... I've even allowed Adobe remote access to my machine and they still can't fix it. Adobe do you want this AMT3.log file or not?
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Just had ANOTHER hour long chat with Adobe India. EXACTLY the same chat as the last two. They AGAIN took contriol of my computer and AGAIN deleted LR5. The AGAIN closed and left the session when they ran out of ideas. This is a disgrace. They don't even have the bottle to stay online and admit they can't fix it. They go down their little checklist and when they get to the bottom they cut you off.
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What if I cancel my account, bin it, delete everything except my catalogs, remove any reference to Adobe on my drives and open a new account
Would that work? because you are getting NOWHERE and those Indian 'agents' are beyond hopeless. They are like toy dolls, you pull the string and they repeat the same old same old same old. The forum here, the chat agents, every way I turn I get the same suggestions then they vanish when it doesn't work. I'm $6k out of pocket. I'm a proferssional cinematographer and you're making me look stupid. I have recce pictures from Nurburgring that I need to process and present. YOU'RE SHAFTING ME. You stop responding as soon as it gets tough
Adobe UK. I am PAYING YOU for a service. If this is not sorted in 48 hours I will buy the license and sue you in small claims court for the refund AND compensation if i need to. Everybody is sick to death of your attitude to non American clients. You charge more but give less. You outsource tech support to the cheapest option and can't see that they are useless and an embarressment to your name. I give a **** about my work, you should try it sometime.
Tony Brown
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And ask Santa for a new clock
ll representatives are actively assisting other customers. Your estimated wait time is 6 minute(s) and 19 second(s) or longer. Thank you for your patience.
You are not currently connected to a chat representative.
All representatives are actively assisting other customers. Your estimated wait time is 1 minute(s) and 55 second(s) or longer. Thank you for your patience.
All representatives are actively assisting other customers. Your estimated wait time is 2 minute(s) and 52 second(s) or longer. Thank you for your patience.
All representatives are actively assisting other customers. Your estimated wait time is 1 minute(s) and 55 second(s) or longer. Thank you for your patience.
All representatives are actively assisting other customers. Your estimated wait time is 1 minute(s) and 55 second(s) or longer. Thank you for your patience.
All representatives are actively assisting other customers. Your estimated wait time is 1 minute(s) and 55 second(s) or longer. Thank you for your patience.
All representatives are actively assisting other customers. Your estimated wait time is 1 minute(s) and 55 second(s) or longer. Thank you for your patience.
All representatives are actively assisting other customers. Your estimated wait time is 0 minute(s) and 10 second(s) or longer. Thank you for your patience.
All representatives are actively assisting other customers. Your estimated wait time is 0 minute(s) and 36 second(s) or longer. Thank you for your patience.
All representatives are actively assisting other customers. Your estimated wait time is 0 minute(s) and 36 second(s) or longer. Thank you for your patience.
That so far translates to 1 hour 10 minutes in the queue