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License unavailable for active user

Community Beginner ,
Feb 22, 2023 Feb 22, 2023

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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

2023-02-22_10h10_45.png

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

2023-02-22_10h07_01.png

 

[Moderator deleted private information. Please do not post private information like e-mails and phone numbers]

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Admin console , Business ID , Enterprise , Licensing , Troubleshooting

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correct answers 1 Correct answer

Adobe Employee , Feb 22, 2023 Feb 22, 2023

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!

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Community Expert ,
Feb 22, 2023 Feb 22, 2023

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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

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Community Expert ,
Feb 22, 2023 Feb 22, 2023

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

kevinstohlmeyer_0-1677077430234.png

 

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Community Beginner ,
Feb 23, 2023 Feb 23, 2023

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

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Adobe Employee ,
Feb 22, 2023 Feb 22, 2023

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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!

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Community Beginner ,
Feb 23, 2023 Feb 23, 2023

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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).

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Community Beginner ,
Feb 23, 2023 Feb 23, 2023

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2023-02-23_11h19_12.png

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Community Expert ,
Feb 23, 2023 Feb 23, 2023

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Did you try the call us option?

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Community Expert ,
Feb 23, 2023 Feb 23, 2023

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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

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Community Expert ,
Feb 23, 2023 Feb 23, 2023

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

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Adobe Employee ,
Feb 24, 2023 Feb 24, 2023

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

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Community Beginner ,
Apr 11, 2023 Apr 11, 2023

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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.

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Community Expert ,
Apr 11, 2023 Apr 11, 2023

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@Ashish_Harrison, can you help @VI-KO ?

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Adobe Employee ,
Apr 12, 2023 Apr 12, 2023

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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. 

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