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evelyn38966323
evelyn38966323
Participating Frequently
July 20, 2016
Question

Lightroom CC Free trial RESET not working.

  • July 20, 2016
  • 4 replies
  • 11039 views

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.

This topic has been closed for replies.

4 replies

evelyn38966323
evelyn38966323Author
Participating Frequently
July 28, 2016

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
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
July 28, 2016

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
evelyn38966323Author
Participating Frequently
July 28, 2016

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.

evelyn38966323
evelyn38966323Author
Participating Frequently
July 28, 2016

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
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
July 28, 2016

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
evelyn38966323Author
Participating Frequently
July 21, 2016

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
evelyn38966323Author
Participating Frequently
July 28, 2016

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
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
July 28, 2016

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.

kglad
Community Expert
kgladCommunity Expert
Community Expert
July 20, 2016

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
evelyn38966323Author
Participating Frequently
July 20, 2016

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
Community Expert
kgladCommunity Expert
Community Expert
July 20, 2016

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

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