Creative cloud for team VS creative cloud free membership

[robertcoxweco]

I have a user that is a member of my corporate team - thus the "Creative cloud for teams" portion of this question. She has Acrobat DC Pro in her plan and has had this plan since May of 2016.

I just got a service ticket from her saying that she can no longer run DC Pro and Acrobat DC is now loading when she calls up a PDF document.

Sure enough - she does not have Pro on her station anymore. I went to her ID sign-in and found that she also has a creative cloud free membership.....

I manually removed Adobe DC, removed her account from the team, recreated her account and re-assigned the DC Pro license to her, then sent her an invitation to re-join the team. I then downloaded and installed the PRO version

After the installation we tested the PRO functionality and everything was fine. I closed the ticket for her.

Some short time later (somewhere between 1 and 3 hours) the user called me up claiming the problem had returned - once again, PRO was no longer available and the reguler DC was on her station.

I suspect that the Free membership may be over-riding her team plan.

How do I immediately remove the free membership plan? If I click on Manage Plan under the free membership, there is no Cancel Plan button. This user desperately needs her PRO version in order to do her work. Thank you for your help

Robert Cox

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[robertcoxweco]

My apologies - my e-mail is

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[John T Smith · Accepted solution]

You may need to run the Cleaner to remove all traces of Adobe

Sign out of your account... Uninstall... run the Cleaner...

-http://helpx.adobe.com/creative-cloud/help/install-apps.html (and uninstall)

-using the cleaner after uninstalling and before reinstalling is often needed

-https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

-Restart your computer... Sign in to your account... Reinstall

-and 5 steps in reply #1 https://forums.adobe.com/thread/2144928