Recover shared device licenses

[paweł_8583]

Hi,
I would like to recover a license from a damaged computer. According to the instructions at
https://helpx.adobe.com/enterprise/using/recover-sdl-licenses.html
I should use the "Recover Licenses" option, but I don't see such an option. How can I reset the licenses?

[Anshul_Nautiyal]

Hi @paweł_8583,

Thank you for reaching out. Here are some steps to help resolve the issue:

Verify Permissions: Ensure you are logged into the Adobe Admin Console with the appropriate administrative privileges. The "Recover Licenses" option may not appear if you lack the required permissions.
Clear Cache and Try a Different Browser: Sometimes, browser cache or compatibility issues can affect visibility. Clear your cache or try accessing the Admin Console using a different browser.

Could you please confirm if you can see the product profiles listed under the Products page in the Adobe Admin Console? This will help us better understand and address the issue.

Regards,
^AN

[paweł_8583]

Thank you for your response.
Yes, I have administrative privileges.
I have used different browsers.
I can see the product profiles listed under the Products page in the Adobe Admin Console. 
I only see the "Create Report" option there.

[Anshul_Nautiyal]

Hi @paweł_8583,

Thank you for reaching out. We are currently reviewing the issue and will provide you with an update shortly.

Regards,
^AN

[Anshul_Nautiyal · Accepted solution]

Hi @paweł_8583,

Upon checking with our internal teams, we found that you have been assigned Product Profile Admin rights. Please note that only a System Administrator has the authority to reset the SDL license count.

We recommend reaching out to your System Administrator to perform the reset.

If you have any further questions or need additional assistance, please let us know.

Regards,

^AN