Extract not connecting, never get past the 'Hi Welcome to Extract, loading....'

[andyg64834975]

We have CC2015 and CC2017 but have the same issue on both.

our set up is a device licence model rather then per user so the previous solutions of logging off and leaving 15 mins before logging back on with a CC account will not work under this setup.

As you can see below, Extract is left at the loading stage and will not progress any further.

My question is whether the Extract option is available under a device CC licence model ?

Thanks

Andy

[Jon Fritz]

Generally you can get Extract to load by logging out and back into Creative Cloud...

1. In DW, go to Help > Sign Out
2. Quit DW

3. Wait a minute or two and relaunch DW
4. Sign back in
5. Open an html page

That should un-stick Extract for you.

[andyg64834975]

Hi Jon

thank you for your reply.

Agree that if our licence agreement with Adobe was under the user model, then yes the above the process will and does work in our environment. However, our Adobe CC licence model is on a device licence so our students users do not need a CC login to access Adobe CC applications.

Is there a way for an activated device under the Adobe manage teams portal (see below) to access the Extract portal without having a CC user login account? 

[Jon Fritz]

You'll likely need to contact Adobe directly. Not many contributors here have the volume license version.

If you don't have a specific rep that you need to contact for software issues, I'd run a quick Google search for "Adobe Customer Care" that should give you a region specific phone number to call, rather than drilling down through the contact page only to be sent back to the forum where most of the contributors won't be able to help.

[Preran · Accepted solution]

If you have an active volume license, send me your Adobe ID, location, and phone number. I will raise a support case for you. A representative will get in touch with you for investigation.

To send a private message, click my profile picture and use the Message button. Also, share a link to this forum post for reference.

Thanks,

Preran

[andyg64834975]

Hi Preran,

I have sent you a private message with my account details.

Thank you for your help Jon

Andy