Adobe Stock - unable to download (Creative Cloud Pro)

[chrish56204312]

When anyone from our company accesses stock.adobe.com, we are no longer able to download images, even though we're a creative cloud pro agency.     It prompts us to pay. 

has something changed?

[Kevin Stohlmeyer]

@chrish56204312 check with your IT Admin - it could be intentional. There are controls via the Adobe Console related to Stock including preventing AI generated downloads - when we have that activated, images with AI show as "purchase" and do not allow downloads. You can filter these results in the Search Filter panel in Stock.

[chrish56204312]

Thank you!  I am the IT admin, haha.  Small agency. 

I confirmed just now that every image type is not allowing downloads, and I see this in my account icon top right ("no plan")

I confirmed our account is up to date, pro plan is active, everyone's licenses are working just fine

[Kevin Stohlmeyer]

Are you enterprise or teams?

Read this document regarding Stock Credit Packs for Teams:

https://helpx.adobe.com/enterprise/using/adobe-stock-credit-packs-for-teams.html

If you are Enterprise - make sure you have Product Profiles assigned to user groups in order to access Stock. (See Create/Edit a product profile for Adobe Stock)

https://helpx.adobe.com/enterprise/using/adobe-stock-enterprise.html

[chrish56204312]

Not enterprise

Isnt adobe stock free for creative cloud pro?  Says so on their site... up until 4 days ago downloads were no issue, see attached where it says included in our account.

Now, that same image comes up with a price when attempting to download (tried multiple browsers just incase a cookie issue...)

[Kevin Stohlmeyer]

I would contact support via your Admin console to confirm your account specs and see what is going on.

[SuJoshi]

@chrish56204312 The CC Pro license allows you to download/license only Standard images from the Stock website, not videos, AI-generated, 3D, etc.

[Kevin Stohlmeyer]

@SuJoshi if I understand the OP correctly - an asset that is a standard license that was previously downloaded is not coming up as a purchase.

https://stock.adobe.com/images/modern-apartment-buildings-in-vancouver-british-columbia-canada/28569...

Sounds like either a profile or deployment issue with the Admin console.

[SuJoshi]

Hi @Kevin Stohlmeyer It might be the case that the user has not selected the correct profile/org name before or after signing in to the Stock website. They should get the "Unlimited Images" option if the user is using the CC Pro Edition license.

[chrish56204312 · Accepted solution]

Well, we haven't changed a thing, and we logged in today and it's working across our organization!  Perpahs an internal issue or something -- regardless, i appreciate everyone's feedback, and we're back to normal.   

[Danilo5C05]

The organization I work for is experiencing the same problem, it says we don't have any free assets, it's been 4 days since our team has been able to download the images, Adobe's support is very bad, they can't resolve it, we have several jobs stopped because we don't have how to finish the pieces without the photos in high. You ask for support and support treats you like an idiot, asking for a screenshot to see if you logged in correctly, or if the account is in a business profile. We are about 15 users, each in a home office, and there is no way to say that it is the company's network as each one is in their home with their own internet. Don't try to say that it's the company's network. And everyone has a professional profile and a company login.
Very tiring

[Kevin Stohlmeyer]

@Danilo5C05 what does your profile in your Admin Console have listed for products deployed? CC All Apps Pro or ?