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Creative Cloud Licensing Issue

Explorer ,
Aug 24, 2023 Aug 24, 2023

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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. 

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correct answers 1 Correct answer

Explorer , Aug 31, 2023 Aug 31, 2023

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

...

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Community Expert ,
Aug 24, 2023 Aug 24, 2023

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<moved from cc services>

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Explorer ,
Aug 25, 2023 Aug 25, 2023

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Interesting that a Creative Cloud licensing issue would be removed from Creative Cloud services community.

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Community Expert ,
Aug 25, 2023 Aug 25, 2023

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(i moved your post to the enterprise&teams forum which is better suited for your post.)

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Explorer ,
Aug 25, 2023 Aug 25, 2023

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Thank You!

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Community Expert ,
Aug 25, 2023 Aug 25, 2023

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@HoustonMarathonCommittee 

 

you're welcome.

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Community Expert ,
Aug 24, 2023 Aug 24, 2023

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Hi @HoustonMarathonCommittee are you an enterprise client? Do you have access to your Admin console (assuming so since you can see the licensing info)? Have you tried contacting Adobe Support via the Admin console?

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Explorer ,
Aug 25, 2023 Aug 25, 2023

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Kevin:  Yes, I am the administrator for our organization, and use the Admin console to manage our licensing.  Yes, I have a case open with Adobe Customer Care.  I cannot get an estimated resolution date for this issue,and it has been gping on for several weeks.  I have requested escalation for my issue on the business side of Adobe with no luck.  The issue has been escalated to Adobe engineering since the first day I reported the problem.  Customer Care has indicated that others are experiencing the same issue.  If that were the case, I would expect to see something in the forum.  So I decided to ask if anyone else is experiencing this issue.  We are currently dead in the water with respect to our Creative Cloud licensing.  Our Acrobat Pro licensing is currently working.

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Community Expert ,
Aug 25, 2023 Aug 25, 2023

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We'll ping the team internally to help assist you. It shouldnt be taking this long to resolve.

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Explorer ,
Aug 25, 2023 Aug 25, 2023

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Thank you for any assistance that you can provide!  

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Community Expert ,
Aug 25, 2023 Aug 25, 2023

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Community Expert ,
Aug 25, 2023 Aug 25, 2023

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@kglad I already pinged the team internally I'm going to merge their comment to this thread. The thread you are referencing is marked completed/answered.

 

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Explorer ,
Aug 25, 2023 Aug 25, 2023

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We are experiencing a very similiar issue that you reported.  When our subscription renewed on August 9th, our Creative Cloud licensing when from 7 of 7 to 7 of 2.  We are now at 0 of 2 and I cannot assign those two licenses to anyone. We are on week 2 of this issue.  I call Adobe Customer Care on a daily basis for status since I cannot seem to receive a phone call nor email with a status report.  I have been in the IT industry for over 33 years and this is the worst experience I have ever encountered.  We are a small non-profit and the staff that uses Creative Cloud uses it almost daily, so we are dead in the water.  I am numb from the stress of trying to get a resolution on this issue.

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Community Expert ,
Aug 25, 2023 Aug 25, 2023

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@Shivangi_Gupta is there anything you can do to assist @HoustonMarathonCommittee 

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Community Expert ,
Aug 25, 2023 Aug 25, 2023

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Community Beginner ,
Aug 27, 2023 Aug 27, 2023

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I cannot believe Adobe is still creating the same issue, I suggest that if you are able to, contact your regional Adobe account manager exaplain the impact this is causing and demand immeciate action. For me I went all the way to the top of Adobe detailng the complete lack of action from Adobe support to sort this out, including details of the impact to our users and date when the ticket was first logged with support, it wasn't too long after that and the appropiate Adobe support took action to sort this out. Good luck

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Explorer ,
Aug 28, 2023 Aug 28, 2023

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Well, part of the issue is that we don't have an Adobe account manager.  We purchased our licensing direct from Adobe.  I have requested that Customer Care escalate the issue to their manager, and have requested call backs from their manager but have never received a phone call from anyone.  Customer Case promises that someone will call in 1-2 hours, but that has never happened.  I am numb over the lack of response and support from Adobe.  I hoped that by posting on this forum that it might stir up some action, but that has not happened at this point.  Starting week 3 with no Creative Cloud licenses.  Is there anyone out there that can help us?

 

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Community Beginner ,
Aug 28, 2023 Aug 28, 2023

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I also wasn't aware that there was a regional account manager or how to contact them but by sending an email to the very top of the Adobe food chain support for our issue got traction from Adobe, try googleing who you thnk is best to hassel and fire off an email. I guess its too much to think that when Adobe sales manager can be earning up to $260K salary they could afford a decent support team, Adobe Account Manager Salaries | Glassdoor 

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Community Beginner ,
Aug 28, 2023 Aug 28, 2023

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Idem pour moi depuis plus d'une semaine, malgré un renouvellement de licence réaliser au mois de juillet. Une semaine qu'il doive faire le nécéssaire, mais rien ne se passe. Rupture de service pour ma boite, une honte..

 

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Explorer ,
Aug 28, 2023 Aug 28, 2023

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Sorry to hear that you too are experiencing the same issue.  If they resolve your issue, please post and let me know that there is hope at the end of this dark tunnel of dispair.  I will do the same.

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Community Expert ,
Aug 28, 2023 Aug 28, 2023

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Hi all, waiting for an employee to chime in but I can confirm this has been noted by the team and escalated. Thanks for your patience!

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Explorer ,
Aug 29, 2023 Aug 29, 2023

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Kevin,

I appreciate your assistance on our issue. While your response gives me some glimmer of hope, unfortunately I have never received a call back from Adobe.  I have received many promises that someone from management or the engineering team will call within "1-2 hours" or "10-15 minutes", and it has never happened. 

We are still dead in the water with respect to Creative Cloud.  In addition, I need to add a license for Acrobat but I am afraid that if I make a change there, that will somehow expand the issue to include Acrobat licensing.  Experience has taught me that when software is broke you don't make any changes as that only compounds the issue.

Do you have any other means of escalation that you can share with me?

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Community Beginner ,
Aug 29, 2023 Aug 29, 2023

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Rien de plus de mon coté, ils ont juste passé mon ticket a l'engeneering teams en escalade de niveau mais pas de nouvelle depuis 😞 

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Community Expert ,
Aug 29, 2023 Aug 29, 2023

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@HoustonMarathonCommittee 

 

community experts can't immediately help you.  all we can do is flag/call/ask adobe employees to help.  and while flagging one adobe employee (@Shivangi_Gupta) in your other thread did get their attention they recommended another employee (@Bani_Verma ) handle your issue.

 

addendum:

 

for some reason i'm not seeing additional messages being added to this forum.  in case that's wider spread, i received this

 

kglad_0-1693326161259.png

 

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Community Expert ,
Aug 29, 2023 Aug 29, 2023

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@kglad @HoustonMarathonCommittee I've contacted the team again - it does take some time and I understand the pain point that you are "down" until its resolved.

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