License unavailable for active user

[VI-KO]

Hi,

Weve been having this problem with one user in our office for some time, and can't seem to find the correct fix.

This user is in the license pool and show as an active user in admin console. Still, when attempting to log on the license is not detected on the computer.

Feel like we've tried everything here, removing the user and adding from scratch, different computers, wiping cache etc. etc... Anyone with similar experience and maybe a tip on how to fix this?

Screenshots 1: Active user in admin console

Screenshots 2: Unavailable license when logged in to Creative Cloud app

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[kglad]

open the support tab on your admin console > start chat or start case or request expert session.

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

[Kevin Stohlmeyer]

When the user logs in to their Creative Cloud, make sure they are using the Company or School Account option, not the Personal.

[VI-KO]

Thanks. I've been thinking about that also, but the option does not appear when logging in.

[Ashish_Harrison · Accepted solution]

Hi @VI-KO I have checked the user's details at my end and the subscription status is CLOSED. Kindly connect with Adobe Support and we will fix this from our backend.

Thanks!

[VI-KO]

Thing is, I really don't know how to get in touch with Adobe Support. This is not an option from admin console on my side. I only have one option, "Adobe Virtual Assistant", when i click this I get the message "Service Unavailable". So I turned to the community (this post), and calling is difficult hence the time difference (Norway).

[VI-KO]

[Kevin Stohlmeyer]

Did you try the call us option?

[kglad]

open the support tab on your admin console > start chat or start case or request expert session.

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

[Kevin Stohlmeyer]

@kglad thats what he's showing - the only option available was the Virtual assistant. @Ashish_Harrison any additional insight on what's going on?

[Ashish_Harrison]

@VI-KO please send an email to ecs@adobe.com along with your details and we will connect with you.

[VI-KO]

Still waiting for a solution on this one. Sent a mail to ecs@adobe.com several weeks ago, still no answer. We're still paying for a license that we cannot get to use! This must be fixed someway, who is taking responsibility for this? Adobe support is just terrible here in Norway.

[kglad]

@Ashish_Harrison, can you help @VI-KO ?

[Ashish_Harrison]

Hi @VI-KO apologies for the delay, could you please share the Subject with me?
Let me get this picked on priority. Thank you for your patience.