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kind_Everglow50B9
kind_Everglow50B9
New Participant
June 20, 2017
Answered

Urgent - Stuck in Renew Subscription Loop - cant access programs

  • June 20, 2017
  • 1 reply
  • 634 views

case number 0222338689

Hi there,

I am stuck in a Renew Subscription pop-up loop that I can't get out of. Every time I try to open an application, the "Renew your subscription dialog appears". I click "Try Again" and it tells me that my subscription is up to date and to click continue to start using my program. Once I do that, it loops back to the Renew Subscription dialog again.

I can't access any of my applications and essentially cannot do my job because of it.

I have logged in and out a bunch of times and it has not fixed the issue. It definitely seems like a server issue on the Adobe side, not something on my end.

I contacted support yesterday but have not heard back since they said they would call me.

This is pretty unacceptable and frustrating. Adobe, please help.

thanks

      This topic has been closed for replies.
      Correct answer Kanikas

      HI Kanika,

      Can I please get an answer on when I might expect a call? This issue is preventing me from doing my work.

      thanks


      Hi Kris,

      Sorry for a late reply.

      I see that you had contacted support and got your teams subscription canceled and purchased an individual subscription instead.

      Let us know if you continue to face the issue, I shall arrange a call back for you on priority.

      Thanks

      Kanika

      1 reply

      Kanikas
      Community Manager
      KanikasCommunity Manager
      Community Manager
      June 20, 2017

      Hi Kris,

      We understand that you are getting the renew your subscription error, please see the link shared below for help:

      "Renew your subscription" message when you launch an Adobe Creative Cloud application

      You may also see: Stop Creative Cloud from reverting to trial mode.

      Let us know if this helps!

      Feel free to get back to us for help.

      Regards

      Kanika

      kind_Everglow50B9
      kind_Everglow50B9Author
      New Participant
      June 20, 2017

      Hi Kanika,

      Thanks for your reply.

      As I stated in my original question, I have already tried the signing in and out option that you linked to. This is not a solution. The problem is clearly something on the Adobe side, not something I can fix.

      I also tried:

      - updated all apps- Ran the Limited access repair tool

      - Renamed the SLCache folder

      Please help. Thanks

      kind_Everglow50B9
      kind_Everglow50B9Author
      New Participant
      June 20, 2017

      I see you have an active Creative Cloud for teams subscription under the same ID as with forums.

      Since a callback has already been scheduled, please allow us some time, we shall get somebody to call you ASAP for troubleshooting.

      Thanks

      Kanika


      Ok, thank you.

      Any idea on when that call might be?

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