Issues with Extensions AFTER new subscription

[Impression Sandbox]

Hi,

I've purchased the Specify Dimensions Extension for Adobe Illustrator last year for 5 machines at work. We paid our subscription renewal for this extension to Adobe a few weeks ago and a day after we paid the renewal, the Extension stopped working on all accounts. It has disappeared from Illustrator (all versions) and won't appear in Manage Plugins in Adobe Creative Cloud any more. When I go back to the Extension on the Exchange it wants us to buy it again.

I have emailed Adobe about this. They can confirm that we have paid the renewal and that the Extension is live on our accounts and suggested we sign back in and out of Adobe Creative Cloud app which we have done several times but this hasn't worked - we still can't use the Extension on any of the 5 accounts we have purchased it for. I let Adobe know we still have the issue but they have stopped replying to our requests for assistance.

Does anyone know what the issue is and if there is another way to contact Adobe where they'll actually help us for products we have purchased from them?

[Kevin Stohlmeyer]

This is a thid party extension available for Adobe Software, not produced by Adobe.

Is the renewal you are paying for the Adobe Creative Cloud or the third party extension?

If you have an issue with the extension working here are some basic troubleshooting questions:

Did you recently update your Illustrator?

If yes, have you tried reinstalling the previous version of Illustrator?

Is there an updated extension available from the developer?

Have you tried contacting the developer for support with their extension?

https://specify.dehaven.org/

[Kevin Stohlmeyer · Accepted solution]

There is a note on the developer's home page directly addressing the issue you are describing: