I have Creative Cloud installed on 28 computers in a school editing lab. I renewed our device licenses in December for another year, which is even indicated when I log into my account manager. Last Tuesday every CC app that was launched came up with an error message that stated my license has expired. If I have recently renewed my license, please wait 15 minutes and try again. I was on the phone with tech support for an hour and a half while they did a screen share and tried to resolve the issue. But nothing worked. Tech support suggested uninstalling all the apps, downloading them again, and then re-installing. I did this and but had the same issue. When I called tech support back, I was again on the phone for an hour as another tech did another screen share and tried to resolve it by removing certain files in my computer's system library, downloading a new device package and launching this. Still no solution. I was told tech support would have to get back to me the next day. I have called back every day for a week now, only to be told the issue has been elevated from the "concern" team to the "engineering" team and they are hoping to have a solution in the next day or two since it is on their end.
So now over a week has gone by, I have a couple hundred students who can't do any work for their production classes, and one instructor who may possibly cancel his class if he can't use CC by the end of the week. When I ask Adobe whom I can speak to regarding the impact this is having on my school, and when I can expect any type of resolution or at least an acceptable response other than "we have our top people working on it," I am told there is no one I can speak to. I can't talk to engineering, and there is no manager I can talk to. Usually when I spend thousands of dollars on a product I expect much better customer service.
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