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Serialization problem

Forum|Forum|8 years ago
August 24, 2017
10 replies
18600 views

Our schools has a paid up account with Adobe for Teams. When I install the package it will not allow use to run it on a few Mac's. We get a License Denied error. Even though our account is active. If I run the Serialization file I keep getting this.

wait result: 5120

wait result: 20

Tech support has recommended to reformat the Mac. Has anyone found a fix for this yet?

This topic has been closed for replies.

Correct answer travisschreyer

I made a little vid clip of the steps, hope this helps

https://youtu.be/iJODk3KFLl0

N

nickw4206588

Participant

So, we've got this problem now :-/

We had to re-serialize a bunch of macOS devices with a new enterprise serial code over the summer and it initially looked like it had worked. Unfortunately once 1st Dec ticked over (the expiry date of the old code) all of our installed Adobe CC installations immediately went into "Please sign in to licence this software" mode (signing in doesn't fix it, btw). There are currently several hundred students and teachers unable to work and cursing me and my department!

Checking the AdobeSerialization.log we get the error "Launching the AdobeSerialization in elevated mode ... The return Code from Provisioning Tool (30)." which pretty much equates to "something went wrong so I'm going to blame lack of elevated privileges" even though the script is definitely running as root.

Running the exact same serializer on an identical, but freshly-built macOS device works perfectly (Exit Code 0). So we know the serializer package/script/prov.xml file are all fine.

We've tried all the suggestions above (SLStore/SLCache, using the new Adobe Provisioning Tool etc) as well as a load of other ideas (we even ran the tool from an Internet Restore console, just to rule out locked files and processes) to no avail.

So far I've spent 40 mins on the phone to Adobe, and the first-line technician (whilst very good) wasn't able to move things on any further and has escalated the issue. Whilst I'm waiting for them to get back to me, has anyone managed to fix this issue themselves, in a different way to the folks above??

G

GregBatPUHSD

Participant

I was having the same problem. I got Code 20 and Code 1, wasn't able get 20+ Mac's re-serialized. I open up any CC 2018 and it asks me to sign in to start the trial.

Using version 9.0 of the adobe_prtk run this command inside the folder with all the other files (as described in the video): sudo ./adobe_prtk --tool=VolumeSerialize --provfile=./prov.xml - I finally got Code 0, and I'm able to get back into all the CC 2018 programs

Z

zikrin22626123

Participant

i have this problem seen august 2017 until now no solution ermm around 5 unit imac cannot reactive same error

travisschreyer

Participant

Ok so here is the solution, I compiled from a few different locations and with the help of the new tool that Adobe did not release yet.

You will need the new Provisioning Tool Kit. They had to send it to me and here is the link.

Next you will need a prov.xml file. This is created when you create a license package through the CCP (Creative Cloud Packager).

Now put the adobe_prtk file that was downloaded from the link above in that new license folder you just created. There should be 5 files in it total now.

Now you need to copy this whole folder to whichever computer needs fixing.

For example we are going to put it on the Desktop.

Now open Terminal and cd to the Desktop and then into the folder with the adobe_prtk file in it.

Now you will have to type this in or copy and paste into the terminal : sudo ./adobe_prtk --tool=GetPackagePools --provfile=prov.xml

Hopefully you will get an exit code of 0 which means it should have worked.

Here is documentation on the Provisioning Toolkit incase you do get any errors.

I hope this helps someone

jonc25857711

Participating Frequently

Thats OK I figured out how to run it.

This would be great, I have 200 licenses to keep working and many are hitting this problem....but can someone explain the steps more clearly for someone who is not a techi...sorry just an art teacher..

travisschreyerCorrect answer

Participant

I made a little vid clip of the steps, hope this helps

https://youtu.be/iJODk3KFLl0

james02145

Participating Frequently

I now have multiple iMacs telling me that I have until November 30th to purchase my license or the software will stop working. Re running the serialization tool did not help as it still gets the 5120 error. We need a fix for this asap.

james02145

Participating Frequently

Can you mark this as not answered since this is still a problem? Adobe needs to find a fix for this and push it out immediately as i don't have hours to spend on the phone with Adobe techs and going around to every iMac in my lab.

burket69482250

Participant

rpandita

I tried once with signing out, running the serialization package, and launching the app, and I also tried uninstalling after signing

out, creating a new device license package, and launching an app. Same result, with the serialization not working.

I am unable to serialize, and am constantly being prompted to sign in, even from a new package with a device license.

james02145

Participating Frequently

Like I said in my earlier post there's some license files left over deep in the OS that Adobe needs to clean out or else no new licenses will work. You'll need to call them and have them remote on your computer and pray you get someone good enough to fix the problem. I had one technician able to fix the problem on one of my Macs but it was after several hours so I wanted to do the rest the next day. Of course the second technician was not as good as the first and was unable to fix the problem for the other computers so today I'm having a 3rd tech look at it.

heritagehhsAuthor

Participating Frequently

OOOpppps spoke to soon. Now a error with you pick your flavor. Licence Denied, Sign In Required (for a license device plan), or all the programs are now trail versions. The fix no longer works.

rpandita

Community Manager

Hi Again,

1. Do you have Creative cloud desktop application installed on these machines ??

If you do please remove it.

2. Once CCDA is removed then make sure none of the adobe processes are running in the background and if there are end all Adobe processes.

3. Now create a serialization file and then deploy it.

If this still does not resolve the issue please let me know so that i can arrange a remote session from one of the Techs and we can get this sorted.

~Rohit

james02145

Participating Frequently

I was on the phone with a technician for a long time yesterday and the problem is that there is still some old license files deep in the system that need to cleaned out through the terminal. The tech couldn't even give me a list of what he did, I have to call back today so they can jump onto my two other Macs to fix the same problem. Apparently Adobe knows about this issue though.

james02145

Participating Frequently

I'm having the exact same problem and your fix didn't work for me. Adobe what is the deal here? Why is it so hard just to license your product? Wiping every Mac with the problem isn't a solution.

heritagehhsAuthor

Participating Frequently

Fixed!!!! I have fianlly fix the License Denied Error. What you have to do is

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 Serialzation Package that you create in Adobe CC.

6 Enjoy oping the application!!!!

K

kfattic

Participating Frequently

I had this same issue yesterday and this thread was what helped me find a workaround for it by renaming/deleting those two folders (SLCache and SLStore). This was the first time I had created a CC 2018 pkg for a Device License (we have over 500 licenses so this is kind a big deal even though I know that number still pales in comparison to some that visit this forum).

This was happening on a newly imaged machine with no Adobe software on it already. Running 10.12.6. In my workflow for imaging now I just told it to rename those folders (SLCache_orig and SLStore_orig) and then I serialize the application and all is 'good'. Wish this wasn't needed of course, so I wonder what the actual problem is with those folders. The build I created was for the entire CC suite and done on 11/07/17.

C

calebcarroll

Participant

Does anybody have any updates on this? I've contacted Adobe about it, but they haven't been able to resolve it yet. I'm waiting for a senior tech to call me back, meanwhile the department I'm trying to help cannot use any adobe products.

The SLStore and SLCache fix isn't working.

rpandita

Community Manager

Hi heritagehhs ,

You may use the following link to Contact Customer Care - Creative Cloud for teams.

~Rohit

heritagehhsAuthor

Participating Frequently

I have 2 times and they can not figure it out. Their solution is to reformat the Mac. Which at this time is not possible

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