Help with apps not being owned but still being owned at the same time.

[ace_7841]

I currently am under a district account (specifically jordan school district) and it for some reason lets me download apps that I apparently "Don't Own". In this specific case is substance painter 3d. After downloading and running, it shows I should either buy or use a free trial. Why would it let me download, shows that it is included in my plan, then shows that I don't own it? All other adobe programs work fine, such as photoshop and literally everything. Someone please help!

[ace_7841]

Seems to work now, will let you know if it stops. If you can still provide a solution just in-case it happens again, that will be greatly appreciated!

[ace_7841]

Man it broke again.

[Anshul_Nautiyal]

Hi @ace_7841,

Thank you for reaching out. Could you please confirm whether you are encountering the "trial or buy" prompt for all Adobe apps, or if this issue is specific to Substance 3D Painter only?

In the meantime, I recommend checking out the following document to resolve trial and license errors:

Resolve Trial and License Expired Errors

Please note that some of the steps may require assistance from your IT administrator.

If you need further help, feel free to reach out.

Regards,

^AN

[ace_7841]

It's all the substance programs. Signing out and in very rarely works, and still says I own it.

[Anshul_Nautiyal]

Hi @ace_7841,

Thank you for confirming. If the issue is specific to the Substance 3D app, I would recommend checking with your IT administrator to ensure that the license configuration for your account is correct. If the license is properly assigned, it may be helpful to have them reassign the licenses to your account, as this could resolve any sync issues.

For guidance on how to contact your IT administrator, please refer to this document.

Should you need further assistance, please feel free to reach out.

Regards,
^AN

[ace_7841]

Just checked, seems to instead be a visual glitch, as it shows that no substance programs are included, yet it still shows that I can download them.

[Anshul_Nautiyal · Accepted solution]

Hi @ace_7841,

As verified from the backend, your account has been assigned a K-12 All Apps license by your IT administrator, which does not include the Substance 3D apps. You may see the option to download Substance 3D as a free trial through the Creative Cloud Desktop app. However, while you can install it using the trial option, you will encounter the "Buy or Trial" prompt because your account does not have an active license for this application.

If you need access to the Substance 3D apps, please contact your IT administrator to request a license entitlement for this specific application.

Feel free to reach out if you need further clarification or assistance!

Regards,
^AN