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User cant us her Acrobat Pro on her Creative Cloud with Photoshop

New Here ,
Jul 21, 2023 Jul 21, 2023

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This one may sound a bit complicated, or maybe I am not good at describing the problem. I work IT and have a user who has an account under my admin console account. So on her account she pays the monthly subscription to get the Acrobat Pro. Now under my Admin Account I added Photoshop Pro to her account as she also uses this software.

 

Once I added her Photoshop pro license to her account through the Admin Console it booted off her Acrobat Pro on her Creative cloud. I cannot seem to get it back on there. Any ideas?

 

Could it have something to do with the User Groups? Even on her personal group it doesn't show her acrobat pro.

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correct answers 1 Correct answer

Adobe Employee , Jul 24, 2023 Jul 24, 2023

@Gerald22521886ppft Please raise a ticket from the Adobe admin console or initiate a chat by navigating to the Support tab and share the email ID of the affected user so that the concerned engineer can look into the account status.

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Community Expert ,
Jul 21, 2023 Jul 21, 2023

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she should sign out and then back in to her cc desktop app to see if she has different profile choices.

 

and whatever subscriptions she's paying for, she should not allow to be controlled by the team/enterprise.

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New Here ,
Jul 21, 2023 Jul 21, 2023

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She does, she has two for our organization and one that says personal on it. I've had her sign out and test each profile, and the acrobat pro doesn't show up under any of them. The photoshop will show up under my organizations profile.

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Adobe Employee ,
Jul 24, 2023 Jul 24, 2023

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@Gerald22521886ppft Please raise a ticket from the Adobe admin console or initiate a chat by navigating to the Support tab and share the email ID of the affected user so that the concerned engineer can look into the account status.

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