Adobe abandona usuarios

[Dave_sp]

Buenos días,

Dispongo de una cuenta de empresa de la Junta de Andalucía y desde hace unos días me aparece mi cuenta como que ha cumplido. Cuando contacto con el administrador me dice que está todo en orden y así es en Creative Cloud y en otros equipos de la escuela en los que he iniciado sesión. Sin embargo en mi ordenador me sale este mensaje, no sé s es porque tengo dos perfiles (uno personal que no sé de donde sale) y el profesional. O porque mi ordenador está obsoleto, es un MacBook Pro (Retina, 13 pulgadas, finales de 2013) y el sistema operativo (no me deja actualizar más) es Big Sur 11.7.10.

Si alguien me puede orientar, gracias.

[Sameer K]

Hey, @Dave_sp. Welcome to the Photoshop Community. I've moved the post to the board.

I've reviewed your account. It has three profiles, and the subscription is on the Business profile. Please learn more about profiles within your Adobe Account at https://adobe.ly/3V6Byj5.

Let me know if this helps. 

Thanks!
Sameer K

(Use '@mention' to tag me when you reply)

[Dave_sp]

Hello, @Sameer K

I knew there are two profiles, one of them the Business profile. I have tried to delete the personal one because I am not getting the applications working and I think it may be due to the programs reading the personal profile. I have uninstalled the applications and the creative cloud several times and it does not work. I have changed the password and it doesn't work either. I have selected the manual profile selection option as it says in the link you sent me and it doesn't work either. I don't know what can happen and I am really desperate.

I have tried the account on another more recent MAC computer (mine is from 2013 and this one from 2017) but mine is more up to date (I have version 11.7.10 Big Sur and the other 10.15 7 Catalina) and on the other one it works but on mine it does not. I don't understand what is going on.

Thank you very much for your help

[kglad]

@Dave_sp 

what is the issue?

[Dave_sp]

Hello @kglad 

I had an account for one school and when I joined another school this year (both are public but Adobe is managed independently) the first one expired and the new one doesn't end up working on my computer.

I have tried the account on another newer MAC computer (mine is 2013 and this one is 2017) but mine is more up to date (I have version 11.7.10 Big Sur and the other 10.15 7 Catalina) and on the other one it works but on mine it doesn't. I don't understand what is going on.

I get two profiles and the fellow who replied above tells me there are 3 (Sameer K). I have tried to delete the personal one because I am not getting the applications working and I think it may be due to the programs reading the personal profile. I have uninstalled the applications and the creative cloud several times and it does not work. I have changed the password and it doesn't work either. I have selected the manual profile selection option as it says in the link you sent me and it doesn't work either.

I don't know what can happen and I am really desperate. I don't understand if it's a hardware upgrade thing or a profile mess.

Thank you very much for your help

[kglad]

you'll need to remove the credentials from your computer.  contact your admin, https://helpx.adobe.com/enterprise/kb/contact-administrator.html

[Dave_sp]

I don´t know how  to remove the credentials from my computer and my admin is useless...

i need to contact with someone of Adobe but i can´t

[kglad]

your admin can contact adobe support.

[Dave_sp]

Sé que puede, pero ¿y si no lo hace porque no quiere dedicarle el tiempo necesario? Sigo teniendo mi problema sin resolver y mi empresa (en este caso una entidad pública) ha denominado a una persona no preparada para esta función y que se encuentra desbordada de trabajo. Me gustaría poder llevar mi problema personalmente porque de otra manera no habrá solución. Gracias por tu aportación.

[kglad]

unless you have some computer savvy and you follow directions carefully, you'll cause more problems.

if you want to proceed, take the easier (but not easy) step of a clean install.

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*


if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

[Dave_sp]

Hello, kglad

I knew there are two profiles, one of them the Business profile. I have
tried to delete the personal one because I am not getting the applications
working and I think it may be due to the programs reading the personal
profile. I have uninstalled the applications and the creative cloud several
times and it does not work. I have changed the password and it doesn't work
either. I have selected the manual profile selection option as it says in
the link you sent me and it doesn't work either. I don't know what can
happen and I am really desperate.

I have tried the account on another more recent MAC computer (mine is from
2013 and this one from 2017) but mine is more up to date (I have version
11.7.10 Big Sur and the other 10.15 7 Catalina) and on the other one it
works but on mine it does not. I don't understand what is going on.

Thank you very much for your help

[sprinklr-integration-user]

Hi @Dave_sp,

Thank you for reaching out.

If you are seeing a "complied" message, it may indicate a licensing or account synchronization issue, or it could be related to an outdated macOS version. Please follow the steps below to help resolve the error:

Sign Out and Sign In Again: Sign out of Adobe Creative Cloud and all Adobe apps on your Mac. Then, sign back in with only your business account associated with your organization.

Reinstall Creative Cloud: Uninstall and reinstall the Creative Cloud Desktop app on your Mac. This can often resolve licensing-related issues.

If possible, update macOS to the latest version supported by your Mac. This may help resolve any compatibility issues with Adobe applications. If you're unable to update, consider using another machine to see if the issue persists.

If the issue persists, please reach out to your organization's system administrator and ask them to reassign the licenses to your account. This may help resolve any synchronization issues related to your license.

If you need further assistance, please do not hesitate to contact us.

Regards,
^AN

[Dave_sp · Accepted solution]

Hi @sprinklr-integration-user , thanks for your message.

Yes, I get the message “has been met”, but I do not know if it is a problem of account synchronization, or outdated macOS version.

I have a 2013 Mac with Big Sur 11.7.10 and it doesn't work for me, but on a 2017 Mac with an older system (10.15 7 Catalina), it does.

Follow the steps below to resolve the error:

(Done and nothing) Sign out and sign back in: Sign out of Adobe Creative Cloud and all Adobe apps on your Mac. Then sign back in only with the enterprise account associated with your organization.

(Done and nothing) Reinstall Creative Cloud: Uninstall and reinstall the Creative Cloud desktop app on your Mac. This usually resolves licensing issues.

My organization's system administrator understands nothing about IT and according to him the license is fine. In other words, he won't give me a solution. I wish I could contact Adobe directly but I can't find a way.

Thanks

[Anshul_Nautiyal · Accepted solution]

Hi @Dave_sp ,

Based on your description, it appears the issue may be device-specific, as the product is functioning correctly on another device. To resolve the problem, I recommend using the Creative Cloud Cleaner Tool to uninstall and remove any corrupted installation files, and to fix host file settings that may be affecting your connection to Adobe servers.
Additionally, removing outdated or corrupted Adobe-related keychain entries on your Mac can help address any login and syncing issues. Please follow these steps to proceed:

Open Keychain Access:
Navigate to Applications > Utilities > Keychain Access.

Locate Adobe Entries:
In Keychain Access, use the search bar to type “Adobe” and locate all related entries.

Delete Entries:
Select each Adobe entry, right-click, choose Delete, and confirm the action.

Please follow the steps, reinstall the app, and attempt to log in again; if issues persist, feel free to reach out for further assistance.

Regards,

AN