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Raph13
Participant
January 31, 2025
Question

User account doesn't link up wih assigned license

  • January 31, 2025
  • 1 reply
  • 2870 views

Hello Folks,

We're getting some issues with licenses not assigning to the user.

In fact, on the Admin Console, we see the user is assigned an Adobe Pro license, but when he logs in on his device, the Adobe Pro is locked, and only available via a Free Trial.

Is there something we're missing ?

    1 reply

    A
    Community Manager
    Anshul_NautiyalCommunity Manager
    Community Manager
    January 31, 2025

    Hi @Raph13,
    Thanks for reaching out. It seems like the user is facing an access issue with the assigned product, follow these steps to resolve the problem:

    Confirm the Correct Adobe ID: Ensure the user is signing in with the same email address assigned to the license in the Adobe Admin Console. Users may accidentally log in with a personal or different work email. If prompted, they should select the correct profile (e.g., Organization Profile).

    Refresh License Activation: Sign out of Adobe Acrobat (or Creative Cloud) and sign back in.

    If the issue persists, try signing in from a different browser or using incognito mode.
    Address Trial or Expiry Errors: If the user encounters a trial or license expiry error, refer to the following Adobe documentation for troubleshooting steps:
    Resolve Trial and License Expired Errors

    Reassign the License: Try unassigning the product and then reassigning the license to the user's Adobe ID via the Admin Console.

    Reinstall Adobe Products: If the issue persists, uninstall all Adobe applications using the Adobe Creative Cloud Cleaner Tool, then reinstall Acrobat.

     

    Hope this helps. Let me know if you need any further assistance.

    Regards,
    ^AN

    R
    Raph13Author
    Participant
    January 31, 2025

    Hello,

    First of all, thank you for your kind return.

    I checked already that the user is using the correct email account, the correct account type and so on.

    Also "Refreshed License Activation".  Didn't change anything.

     

    I'm going to check with the user.

    Also going to keep you updated on how it's getting forward.

    Have a nice weekend.

    R
    Raph13Author
    Participant
    February 10, 2025

    Well, nothing worked.

    Removed Adobe completely, removed Creative Cloud.

    Installed CC from scratch, logged in with user credentials -> not possible to install Adobe product.

    seemed strange to me.

    So, I asked an access to the app using the user account in CC.

    After 1 day, he got an email stating the request was denied by admin.  The mail said : "Adobe Standard DC" access was denied.

    So, I changed the assigned license from "Adobe Pro" to "Adobe Standard DC".  Tried again to install the software, but with no change, unable to install, unless for a testing period.

    Even in the Email the user recieved for the confirmation of the new license assignment, we weren't able to proceed with the installation, as the link was denied, and we needed to contact the IT Administrator.

    What's going on here ?

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