License Denied on Device License computer that was re-imaged

[cashxx]

Had problems with a computer in a lab and the machine was re-imaged and the license was de-activated in the Adobe CC Admin Console.  The machine name is still listed in the De-activated License area, but we have all available licenses available that should be available.

When SCCM installs the CC Package onto the client it installs successfully.  If you try and run Photoshop CC or another app it errors with the following:

License Denied

The license for Creative Cloud on this device has been denied.

Please contact your administrator to re-serialize this device and add it back to the Complete pool.  If the administrator has already taken this step, please wait 15 minutes and try again.

Not sure why we are getting this error?  Anyone know why?  The license is available, don't see why its not letting it activate.  Is it because the computer has the same name and is still in the de-activated section on the Adobe CC Admin Console?  It doesn't seem to be using a license so makes no sense.

Thanks,

Dan

[cashxx]

Talking with Adobe chat support they said the package doesn't activate the product.  The Adobe Documentation says other wise and the first role out of Adobe CC was this same way and the lab activated on first launch and has been working fine for months.  I used CC Cloud Packager and created a license file and installed it and the error is gone now on the problematic client.  But its not counting against us in the admin console, shouldn't it be counting against us?

To my understanding from reading the Adobe Documentation you have two ways to reactivate:

1) Reinstall using the CC Package you created with Adobe Cloud Packager and on first launch it will reactivate and the deactivated device shown in the Admin Console should disappear.

2) Create a license file and install it.   But shouldn't it show we activated the licenses in the Admin Console now?

[adamt9190146]

Seeing the same issue on my account, installed the license file and the Application works again but its not showing against my used licenses.

[cashxx · Accepted solution]

It took a day or so to show up in the admin console after doing the license file.  All looks good now.  We did another computer with re-imaging it the same way and letting SCCM do the install of the CC package and it installed and activated fine on another machine.  I re-imaged that problematic one about 3 times trying to get it to take before giving up and doing the license file.

[heritagehhs]

1. go to /library

2.go to Application Support Folder

3. Go to Adobe Folder

4. Rename the SLCache and SLStore folders

5. Run the Adobe Serialization Package that you create in Adobe CC.

[oitcccs68777603]

when renaming these folders and then running the adobe serialization, is it supposed to recreate new folders? if so, does it require a reinstall for this to happen? I have a computer lab of 23 machines that will not activate, and we have instructors that need access to the suite for the start of the semester tonight. i am getting the "license denied" error.

[heritagehhs]

It will recreate the folders, how ever that fix worked for a day or so. Now I'm back to the issue again.

[georgianc50107225]

Our MAC image has CC Team Device built in the image, as we have always done.  This term, one lab imaged fine, and the whole lab is licensed with CC - 35 machines.  At another site, 6 licensed out of 92 machines. If I reserialized manually, they would come up license denied.  I manually ran the Rename the SLCache and SLStore folders and reserialization steps listed above, and the license came up with navigating to trial mode or to signing in with an adobe login.  Neither what we want for the labs.  We tried those steps in our DeployStudio workflow, and that worked.  I reimaged the 92 machines, and less than 1 in 10 was not licensed, but if I ran the reserialization again on those half a dozen, they licensed.

[robertb78193127]

Just ran in to this issue on a room of 32 MacBook systems...half the room was slightly older model MacBook and imaged fine and licensed on their own fine. The other half newer MacBook systems gave the dreaded licensing failure message "Please contact your administrator to re-serialize this device and add it back to the creative cloud all apps pool" as soon as any main CC program is opened. Wasted about 4 hours of pure frustration trying various methods and finally solved by creating licensing update using the online Adobe admin console...BUT YOU MUST RUN the AdobeSerialization file BEFORE OPENING ANY ADOBE CC PROGRAM!! or licensing will fail. When you run the AdobeSerialization the two wait result codes in the Terminal window should be 0 and 0 otherwise licensing will probably fail. 

[Sheena Kaul]

Moving to Deployment for Creative Cloud for Team, Enterprise, & CS​

[idae7659929]

Hi,

I have the same issue and do not know how to solve it. please help out. Thank you

Best regards,

Ida