Participant

Question

I teach in a school computer lab. Some students cannot choose the account type when signing in. Help

Forum|Forum|3 years ago
September 14, 2022
3 replies
952 views

The Adobe sign-in process is buggy and has been buggy for years. Out of about 60 students 12 cannot login and therefore cannot access any apps. The affected students appear to be completely random. Each individual student account even on the same machine may or may not be able to login. It is very frustrating. All should have full access to a school-wide license. All names and account information were uploaded together on the same spreadsheet.

The one thing that is seemingly consistent is that some students (not all) after entering their email to sign-in are not presented with the account type screen so that they can choose Personal account. This locks them out of being able to sign in correctly and there appears to be no way to reset this choice. They are given no other option than an Enterprise Sign-In which does not properly connect the accounts.

I just don't know what to do. Any guidance is appreciated.

App installs and updates

This topic has been closed for replies.

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Daniel26119569bjokAuthor

Participant

By way of being thorough with this problem here is some more information. These are links to mitigations that were tried and didn't work. There is also an image of our Adobe Console provided by our tech person showing an error. Perhaps this will help some poor unfortunate soul in the future to diagnose their own problem or identify the master culprit.

I've tried these mitigations:

* https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

Cleaner means uninstaller. This doesn't work and I didn't go through with it. The hosts file isn't the issue either.

* https://helpx.adobe.com/manage-account/kb/troubleshoot-creative-cloud-sign-out-sign-in.html

Close but isn't exactly our issue.

* https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

None of these mitigations work but this is the problem.

* https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

Only solutions 5, 6, and 7 seemed likely. I tried them all without success. Removing the licensing information seems to invalidate our installation so I put it back.

At this point I better understand the problem. We are using a Federated ID and for all students I checked this isn't triggering. The second screen after students enter their school email SHOULD ask them how to login by choosing an account type. They are to choose Personal but this screen isn't showing up at all. They are redirected to an Enterprise Login screen which doesn't work in our district to give them the proper rights.

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Daniel26119569bjokAuthor

Participant

The above is NOT the correct answer for me. It is merely a list of mitigations that I tried and which FAILED. My problem has NOT been resolved. My students have been locked out of their Adobe accounts for the entire course which is now near the end. I get a new batch of students late in January. This resolution process HAS NOT WORKED for me. I gave up trying because I couldn't ever get anywhere. The people with the supposed ability to fix whatever is wrong (I still don't know) either won't contact me or I have no way of contacting them through the chain of command that is in place. I reached out here as a last resort out of desperation. This process is broken.

kglad

Community Expert

@Daniel26119569bjok

again, contact the plan admin so they can contact adobe if they (the admin) cannot fix the problem.

Abambo

Community Expert

Did you try contacting Adobe customer service via the adminconsole? This seems to be typically a task for customer service, as they can verify the attached accounts.

ABAMBO | Hard- and Software Engineer | Photographer

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Daniel26119569bjokAuthor

Participant

I do not have access to that. More specifically, all inquiries must go through our local contact, then to the state contact who happens to be out of the office this week. 😞 I cannot use the online automated system because of the organization to which I belong. 😞

That said, my tech person thinks they know what the problem is. It is a syncing issue on the Adobe side. This cannot be fixed locally. So when our state-level contact comes back to his office (-.-) he can forward our request to Adobe (-.-) who has to make some kind of change on their end to correct the syncing issue. Why this has to be done ANNUALLY is a wonderful question that I unfortunately won't be able to ask any Adobe employee in person about.

Did I say this whole process was buggy?

kglad

Community Expert

the plan admin has the tools to fix the problem, or contact adobe if they cannot fix the problem.

kglad

Community Expert

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