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Students with Personal Adobe accounts & the covid licenses incompatible?

New Here ,
Mar 30, 2020 Mar 30, 2020

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We setup the home installs for users during our covid closure using our SSO, however we received user reports that if they have a personal adobe account (with say just one or two products, or saved data) then they cannot login to the organization account and install the products.

 

This would prevent students that have their own cloud work from being able to continue, as the covid entitelements do not include any cloud services nor have access to the personal accounts.

 

We're trying to avoid a situation where for every online class these students have to remove and re-add their existing adobe products and personal data syncs to learn a different product.

 

Typical case seems to be a personal copy of photoshop or acrobat DC.

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correct answers 1 Correct answer

Adobe Employee , Apr 01, 2020 Apr 01, 2020

Thanks, if the other two methods of signing out listed above don't work then have a look at the help document linked. The 'resolve issues' section gives instructions for resetting accounts by removing login data.

 

Note that nothing is lost when you switch accounts, two CC folders are created. User can get items from their local folder at any time. 

 

 

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Adobe Employee ,
Apr 01, 2020 Apr 01, 2020

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Hi, 

It may be the case that your users with personal licenses are signing in to Adobe with their personal Adobe ID. If the school has added them with an Enterprise/Federated ID then they would need to use that ID to sign in. If both ID types are available for one address then you have a screen to choose which one to use when logging in.

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New Here ,
Apr 01, 2020 Apr 01, 2020

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You seem to be misreading. Creative cloud does not seem to have a way to logout and add the new account without removing personal installs and stopping their own cloud syncs. This is what we are trying to prevent.

How can our users sign into two accounts at once? Or how can they manually switch between them? Sign out button is greyed out in the creative cloud software for these users and it does not seem to offer a second account sign in.

 

screenshot of users without logt option trying to use our org sign in without losing their personal cloud items:

personal_adobe_no_manual_sign_out.PNG

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Adobe Employee ,
Apr 01, 2020 Apr 01, 2020

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Hi,

Thanks for the additional info.

Only 1 account can be signed in at a time.

There are three ways you can sign out

  • Adobe.com
  • Creative Cloud Desktop App
  • Within applications

 

If the trouble persists then try the 'Resolve Issues' section here : https://helpx.adobe.com/ie/manage-account/kb/troubleshoot-creative-cloud-sign-out-sign-in.html

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New Here ,
Apr 01, 2020 Apr 01, 2020

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I'm currently posting from a rural area, so you may have replied before my post edit has submitted.

 

The sign out buttons in creative cloud apps is greyed out as shown in the screenshot above and not selectable.

 

 

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Adobe Employee ,
Apr 01, 2020 Apr 01, 2020

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Thanks, if the other two methods of signing out listed above don't work then have a look at the help document linked. The 'resolve issues' section gives instructions for resetting accounts by removing login data.

 

Note that nothing is lost when you switch accounts, two CC folders are created. User can get items from their local folder at any time. 

 

 

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