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New user license Isn't working

New Here ,
Oct 11, 2023 Oct 11, 2023

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I am managing the user licnese for our group. I took over from another system admin who left the group. I've been purchasing new licnese for our users as their old licneses expire. I have two users that are now unable to use their apps with the new user licnese I have assigned to them though. I have assigned the two users to the available licenses in the admin console, and when the users log into the creative cloud and check out their plan it shows that they have access to Illustrator and the other apps they need to use. When they try to open the illustrator app though it immediately closes because of a license issue. I have had them sign out and back in to make sure they are on the propper account, which they are. I have completely uninstalled all their adobe apps and the creative cloud desktop app from their computers and reinstalled their apps with the managed packages option. It has not changed the behavior. 

 

Things we have tried:

Deleting their user accounts and creating new ones for them. 

Deleting all the adobe apps from their computers and re-installing them with the managed packages. 

Signing out of their account to make sure they are in the correct profile. 

 

 

I'm not sure what else to try. We had another user who's license expired, I purchased a new user license for her, assigned her user to the license, and she was able to use the apps as epected. I did the exact same steps with these two users, and it doesn't work for them. 

 

 

 

 

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Admin console , Licensing , Manage account , Troubleshooting

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correct answers 1 Correct answer

Adobe Employee , Oct 13, 2023 Oct 13, 2023

@Jonathan32839897rxjg  could you ask the impacted users to try logging in on a different machine and check if they can use the application? Same way could you ask another user to log in on the impacted user's machine and check if they can use the paps on that machine? This will confirm if it's a device or account issue.

 

You may try the below steps:

1. Uninstall all the apps

2. Go to C:\Program Files (x86)\Common Files on Windows and MAC HD/Library/Application support

Remove the Adobe folder.

...

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Community Expert ,
Oct 11, 2023 Oct 11, 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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Adobe Employee ,
Oct 13, 2023 Oct 13, 2023

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@Jonathan32839897rxjg  could you ask the impacted users to try logging in on a different machine and check if they can use the application? Same way could you ask another user to log in on the impacted user's machine and check if they can use the paps on that machine? This will confirm if it's a device or account issue.

 

You may try the below steps:

1. Uninstall all the apps

2. Go to C:\Program Files (x86)\Common Files on Windows and MAC HD/Library/Application support

Remove the Adobe folder.

3. On Windows check if you can find the Operating config folder under C:\Program Data\Adobe. If yes, then remove that folder.

4. Restart the machine and then try installing it again and check.

 

In case the issue still remains You can also create a support case or initiate the chat as advised by @kglad .

 

Support tab overview

 

 

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