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ProgressMotion
ProgressMotion
Participant
December 7, 2017
Answered

Support for enterprise license end user

  • December 7, 2017
  • 2 replies
  • 487 views

Hi all,

I have some specific question, where I can find support if I not using standart Adobe ID but global license subscription? I work for ABB company and I have instalation through our global IT, but sometimes I need solve some specific troubleshooting with Adobe. Our global IT department in India can help me with license and instalation troubleshooting but with specific questions can't. Without active Adobe ID I can't connect to support trought standart support lines.

My Adobe ID is in free subscription mode and I can't access to standart support. Before we used standart Adobe subscription but management decided for change to global license. This applications was install trought some interal Software center clinet. Now I have Creative Cloud manager but I don't see Apps bookmark as you can see on picture.

This topic has been closed for replies.
Correct answer alisterblack

Hi,

Firstly to obtain support for a team or enterprise ETLA license you can do as follows

Creative Cloud for Enterprise - from the Admin Console go to the support tab to open a case. Phone and chat options are also available here.

It is possible to be added to the Admin Console as a Support admin, with the ability to open support tickets but without other access. You may wish to ask your Admin console administrators to add you.

Creative Cloud for Teams - from the CCT Admin Console go to the Help tab for chat and phone options.

Alternatively please go to https://helpx.adobe.com/contact.html

Secondly regarding the Apps panel.

This panel can be disabled by an admin using the Creative Cloud Packager or via the Admin Console packaging function. So this may have been done deliberately.

Following are the steps to retroactively enable the Apps panel:

Locate the ServiceConfig.xml file.

Windows: C:\Program Files (x86)\Common Files\Adobe\OOBE\ Configs\ServiceConfig.xml

Mac OS: /Library/Application Support/Adobe/OOBE/Configs/ServiceConfig.xml

In the file, locate the <visible> element and change its content to True (Default is False).

<config>

    <panel>

        <name>AppsPanel</name>

        <visible>false</visible>

    </panel>

</config>

2 replies

Francouz
Francouz
Inspiring
December 11, 2017

Hi,

you can't see the app pannel because it was set up like this by your IT department. This prevent the user from installing or upgrading application.

To have support you can ask your IT Team to give you the "support role" in the Adobe admin console.

Have a nice day

    alisterblack
    alisterblackCorrect answer
    Inspiring
    December 8, 2017

    Hi,

    Firstly to obtain support for a team or enterprise ETLA license you can do as follows

    Creative Cloud for Enterprise - from the Admin Console go to the support tab to open a case. Phone and chat options are also available here.

    It is possible to be added to the Admin Console as a Support admin, with the ability to open support tickets but without other access. You may wish to ask your Admin console administrators to add you.

    Creative Cloud for Teams - from the CCT Admin Console go to the Help tab for chat and phone options.

    Alternatively please go to https://helpx.adobe.com/contact.html

    Secondly regarding the Apps panel.

    This panel can be disabled by an admin using the Creative Cloud Packager or via the Admin Console packaging function. So this may have been done deliberately.

    Following are the steps to retroactively enable the Apps panel:

    Locate the ServiceConfig.xml file.

    Windows: C:\Program Files (x86)\Common Files\Adobe\OOBE\ Configs\ServiceConfig.xml

    Mac OS: /Library/Application Support/Adobe/OOBE/Configs/ServiceConfig.xml

    In the file, locate the <visible> element and change its content to True (Default is False).

    <config>

        <panel>

            <name>AppsPanel</name>

            <visible>false</visible>

        </panel>

    </config>

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