Creative Cloud Licensing Issue

[HoustonMarathonCommittee]

My organization's Adobe Creative Cloud subscription renewed on August 9th.  We have seven (7) licenses.  After the renewal the administration page showed I had 7 (users) of 2 (licenses). Shortly thereafter five (5) users lost access to Creative Cloud.  Since then, the issue has degraded to 0 of 2, then 0 of 0.  Current status is none of my users have access to their Creative Cloud applications.  In an attempt to get users working I agreed to purchase addition licenses, and was billed for them, only for them to stop working within a day or two.  I did this action twice (purchased additional licenses) in an attempt to get my users working again.  This has been going on for well over a week at this point.

Is anyone else have issues accessing their Creative Cloud apps due to licensing issue?

• Our Acrobat Pro licenses are working fine, only impact is with Creative Cloud licensing. 

[HoustonMarathonCommittee]

My issue just got worse. One of my directors needed to get some work done so I added an Adobe Pro license.  Now instead of showing 7of 8, it shows 7 of 1.

[Kevin Stohlmeyer]

@HoustonMarathonCommittee I've let @Bani Verma and team know about the worsened situation and asked someone to reach out to you directly.

[kglad]

i still don't see her post here.  but, at least, i can see my new posts now.

very strange.

[DSI_CG7931864854akma]

Bonjour,

Retour à la normal ce matin pour mon organisation. Je n'ai aucun rapport sur la résolution du problème. Il faut juste ne rien lacher et relancer en permanence. Bon courage à ceux qui sont encore en rupture de service. Merci à la communauté. Si j'ai un compte rendu d'intervention sur la problème de provisionnement de licence, je reviendrais pour vous informer de la solution.

Bonne journée

[kglad]

(and thank you @DSI_CG7931864854akma for the update.)

[kglad]

@HoustonMarathonCommittee 

for some reason i don't seen Bani Verma's message, but did get an email copy.  just in case you can't see it:

[Kevin Stohlmeyer]

I see it in the open thread below all the replies.

[Bani Verma]

Hi there, 

Apologies for the frustration caused.

I have already contacted the team handling your case and asked them for an update. I'll get back to you once I have a reply from them. 

[HoustonMarathonCommittee]

My update today is that the Acrobat Pro licensing was corrected yesterday.  We now have 8 of 8 licenses for Acrobat.  Creative Cloud is still down. Yesterday I started to create a new Adobe Direct account so that I can purchase Creative Cloud licenses for the seven people that have been unable to work since August 9th. I hate to resort to paying again, as I already purchased 10 additional Creative Cloud licenses in an attempt to return functionality to staff.  I had to use the Chat function for assistance when I created the new account to establish a Team account.  About halfway through the process I ended the chat before we finished configuring the Team account and shut down my computer for the day. Interestingly, I received a phone call from the agent on the chat session.  This is the FIRST and ONLY phone call that I have received from anybody at Adobe.  Seems that if it involves more revenue they are interesting in talking to you.  So back to the issue at hand, I checked and our situation is still the same Acrobat OK, Creative Cloud not working.  I will continue with purchasing seven more Creative Cloud licenses under a new Teams account and get our staff back to work.  This really sucks to pour even more money into Adobe to get our staff back to work. This is basically a ransomeware scenario at this point.

[kglad]

@HoustonMarathonCommittee 

has adobe offered to reimburse your company for any duplicate payments?

[HoustonMarathonCommittee]

Yes, BUT only after the issue is resolved. I called Customer Care yesterday and I requested to cancel the Creative Cloud licenses and requested a full refund, but they would only refund the two (2) licenses that are shown in the system.  I have been promised full reimbursement plus 30 days of free licensing for Creative Cloud by one agent.

I really hate pouring more money into Adobe for licensing that has been already been paid to our annual subscription.

[kglad]

@HoustonMarathonCommittee 

understood.

[Kevin Stohlmeyer]

@HoustonMarathonCommittee checking in this morning - has anyone from Adobe reached out to you directly regarding this?

[HoustonMarathonCommittee · Accepted solution]

I received an email that my cases is closed and that my Creative Cloud licenses have been cancelled, which is true.  I created a new Adobe team account, cancelled the existing licenses for full refund, and created new licenses under new Teams account.  So I resolved the issue myself.  Thanks for your assistance!  And to confirm, I have never received any contact from Customer Care or engineering about the true cause of my issue.  I don't know if it ever would have been resolved without me taking action.  I wish I had taken this action sooner.

Thanks!

[Kevin Stohlmeyer]

@HoustonMarathonCommittee sorry that the ball was dropped with this - it should have been handled faster. Glad you are up and running though!

[Kevin Stohlmeyer]

Sorry for the lack of communication @HoustonMarathonCommittee I'll follow up with the team again.

[HoustonMarathonCommittee]

My issue is resolved, but I resolved it myself. I created a new Adobe teams account and I cancelled the existing Creative Cloud licensing under my original Adobe teams account.  So far, so good.  I am suppossed to receive a full refund from Adobe on the Creative Cloud licenses from my original teams account.  So now I have two (2) Adobe teams accounts, one for Acrobat Pro and one for Creative Cloud.  As I stated before, the only phone call that I ever received from Adobe was from the sales account manager that helped to create the new Adobe teams account.

I am keeping my fingers crossed that this ends our Adobe license fiasco for good.

Thanks to the Adobe experts that offered assistance and escalated to their contacts within Adobe!  Sorry that was a waste of your time.

Cheers!