Issues with license distribution or the display of licenses

[atelier-522]

Hello, I have the following issue: as you can see in the screenshot from the admin console, we have an InDesign license. It is also assigned to a user, but it is not displayed here. When I click on “Users,” it shows that this user has been assigned an InDesign license. However, when I click on the user, it shows that they have no license. Does anyone have an idea what might be causing this? 

Best  regards

 

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community bugs">

[Anshul_Nautiyal]

Hi @atelier-522,

Thank you for reaching out. Based on our check, it appears that you have an active Teams subscription associated with the Adobe ID used to post your query. It sounds like you're encountering an issue with the display of licenses in the Adobe Admin Console.

To assist you further, please confirm whether the end user you assigned the InDesign license to is able to access and use the application without any issues. Below are a few steps to help resolve this:

If the end user is able to access the application:
Clear Cache and Use a Different Browser
Sometimes, Admin Console display issues can be caused by browser caching. Try clearing your browser’s cache or use a different browser to access the Admin Console again and verify if the license displays correctly.

If the end user is unable to access the license:

Reassign the License: Remove and then reassign the InDesign license to the user in the Admin Console, then verify if it displays correctly after the reassignment.

Check Sync Status : Ensure that the user and license sync in the Admin Console is up to date. If you are using Azure AD or another identity provider for syncing, verify if there are any pending syncs or errors that could be affecting license visibility.

Check User Profile; Review the user’s profile in the Admin Console to ensure they are properly assigned the InDesign license, and confirm there are no conflicting licenses or issues in their profile.

Please feel free to update us with the status of the user’s access, and let us know if you need any further assistance!

Regards,
^AN

[atelier-522]

Hi AN,

the user is able to access the application. I tried both: clearing the browser cache and using different browsers, but it didn’t help. Should I maybe delete the user? That should release the license, and in the admin console, the license should then be displayed as available again, right?

[Anshul_Nautiyal · Accepted solution]

Hi @atelier-522,

If the user can access the application but the license isn't displaying correctly in the Admin Console, the issue may stem from a display glitch or data synchronization problem.  Try the following steps:

Unassign and Reassign the License:
Remove the InDesign license from the user in the Admin Console. Wait a few minutes, then reassign the license to the same user. Verify whether this resolves the display discrepancy. For detailed guidance, refer to Adobe's documentation on assigning licenses.

If the issue persists, consider deleting and re-adding the user in the Admin Console. This process may help resolve any underlying synchronization errors while ensuring the license allocation updates correctly.

If the issue persists, please let us know, and we will assist you further.

Regards,

^AN