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R
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.

    A
    Community Manager
    Anshul_NautiyalCommunity Manager
    Community Manager
    February 11, 2025

    OK, some feedback concerning the issue.

    Checked if user in multiple organisations -> negative, only 1 org assigned.

    Confirmed the user is using Organisation and not Personal when loggin in

    Made the test on my own device in order to be sure no restriction occuring -> still not able to access anything

     

    User also informed me, another colleague is having the same issue.  Another IT correspondant, from another country, also encounters the issue with several users.


    Hi @Raph13,

    Thank you for reaching out.

    To further investigate this issue, could you please send me the Adobe ID of an affected user via a private message? You can refer to this guide on how to send a personal message: How to Send a Personal Message in the Adobe Community.

     

    As mentioned by you that another IT correspondent in a different country has also reported similar issues affecting multiple users. To help troubleshoot potential network-related causes, they should verify that Adobe's activation servers are not being blocked by firewall or security policies. Affected users should attempt to access Adobe applications from a personal or home network, such as a mobile hotspot, to determine whether corporate proxy or VPN restrictions are interfering. If the issue persists within the office network, ensure that all required Adobe domains are properly whitelisted, as outlined in the Adobe Network Endpoints documentation.

    Regards,
    ^AN

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