P: Cannot use development module because licence is not realized

[Christian329245056usg]

Hello,

i cannot use Lightroom Classic dev module. I tried everything but it's not possible to get it working.

Error message in LR Classic (german):

And in my account is shows that abo is valid until 01.03.2026.

How to get it working again?

Br

Christian

[kglad]

start here - https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

if that fails, proceed to these steps - https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

if those all fail, change your cc language.  eg, try international english

if that fails, change the install location

[Christian329245056usg]

Tried all this but it's still not working. At least when i login now with Chrome (instead of Firefox) then i can see in the overview all the apps included in my abo. But when i click on the LR Classic icon from there it's exactly the same problem.

I have spend now more then 2h, it's very frustrating. How is it possible to open a ticket to get support from Adobe?

[GoldingD]

At least when i login now with Chrome (instead of Firefox)

Their is at least two members who apparently launch LrC via CC on the web, via an Internet Browser. 

Are you attempting by that route?

The install of the Adobe Creative Cloud Desktop App should have created a shortcut icon for that app. And using that app to install the creative apps like LrC should have created shortcuts for those as well. Most members use those shortcuts to start LrC, PS, etc. Have you tried that? Some issue might be currently occurring at Adobe for the via Internet Browser method.

[Christian329245056usg]

Sure, i have also tried to start LrC via shortcut on desktop but the problem is the same.

How to get help from Adobe? They are only available at daytime when i am working.

For payed SW there must be possibility to create a ticket, but where?

[GoldingD]

Contact Adobe. This via a Chat. Before doing so, prepare your notes and information ahead of time as to be more efficient in communicating. Your info that you have posted in your Discussion is a start for the description, and probably have a copy of your LrC /Help/System Info/ as a text document on hand, so that you can paste or attach that into the chat. 

To accomplish the Chat, bring up an Adobe webpage, and click on the Chat button. (see image below) This will start a Chat. At first the Chat will be with a chatbot, Typing “Agent” into the chat text field will bypass the initial chatbot. If an agent does not enter the chat then be assertive in requesting an actual Adobe Tech join in the chat.

In the Chat include (as mentioned above) a description of the issue, and probably your System Info. And include a link to your discussion.

You may want to ask for a phone call.

And please keep notes so that you can share them in your post for others to see.

For example, bring up:

https://helpx.adobe.com/contact.html

and click on the Chat button, typically found in bottom right corner

If you'd rather get phone support, visit this page: https://adobe.ly/40m5tXo.

Scroll down to the "Contact Us" section and click "Start Now." Then, click the three dots in the chat window and select "More contact options."

[Rikk Flohr: Photography]

We've located the problem on our end, and it is not with the Lightroom software or the Creative Cloud app. It is an issue on the server, and we've logged a ticket with the appropriate team. 

Thank you for your patience while they sort this out. 

[Christian329245056usg]

I have spend now about 1h with technical adobe support via chat and phone without any success.

In the chat i was forwarded 4x times to other expert. It was confirmed that it's know issue.

They called me back via phone and told me they are working on solution i should say in the line. After couple of minutes i was transfered to waiting line where i was dropped after few minutes.

If it's a known issue then there should be a solution. I am struggling since 2 weeks and spend many hours without success. Is it possible to request money back for prepaid code? Where to apply for this?

[Christian329245056usg]

The support from the chat is totally useless.

After about 10x forwarding to next expert i stop here.

It's just a loop of forwarding form one person to another person.

Explaining the problem again and again.

[Christian329245056usg]

We've located the problem on our end, and it is not with the Lightroom software or the Creative Cloud app. It is an issue on the server, and we've logged a ticket with the appropriate team. 

Thank you for your patience while they sort this out. 

By @Rikk Flohr: Photography

Hello Rikk! It's still not working and Adobe support team is not able to fix the problem, neigther to understand what is the real problem. What's that status from the ticket you logged in? Thanks for your help.

[Christian329245056usg]

Ich habe mein Foto-Abo 20GB mit einem neuen Code erneuert und es wird mir im Adobe Account auch die Gültigkeit bis 01.03.2026 angezeigt. Obwohl das Abo gültig ist kann das Entwicklungsmodul nicht verwendet werden.

Der Chat Support hat das Problem bestätigt (remote Session) aber kann es nicht lösen. Ein versprochener Rückruf ist mehrfach ausgeblieben. Nach Angabe des Support ein bekanntes Server Problem. Warum Adobe ein bekanntes Problem nach mehr als zwei Wochen nicht lösen kann ist absolut unverständlich. Die Zeit das Abos verkürzt sich jeden Tag ohne das ich es nutzen kann.

Sämtliche Versuche (Ab/Anmelden, Neuinstallation) ohne Erfolg. Ich versuche schon seit zwei Wochen das Problem ohne Erfolg zu lösen.

Hat sonst noch jemand das Problem und vielleicht sogar eine Lösung?

Scheinbar sind alle Abo Kunden betroffen welche im März einen neuen Prepaid Code eingegeben haben.

Kann das jemand bestätigen?

[Christian329245056usg]

@Rikk Flohr: Photography  Instead of moving my thread to place where nobody is reading it please provide feedback when the problem will be fixed. Every company is obligated to openly communicate about known problem and solution plan. And the exact opposite is happening here.

[Christian329245056usg]

@Rikk Flohr: Photography  When can i expect to get an answer from the ticket? I cannot use the apps for which i have payed for more then 2 weeks. Adobe chat support promissed to provide answer withing 24h but the did not come back to me.

[Rikk Flohr: Photography]

I've checked with the team this morning and do not yet have an answer. As soon as I do, I will post it in this thread. Until then, I would like to ask for your patience. 

Thank you!

[Rikk Flohr: Photography]

The team is requesting additional information:

"Also, please confirm if the customer had used any redemption code to get the credit period for the current term."

[Christian329245056usg]

Thank you Rikk for checking this and coming back to me. 🙂

I have escalated my case on friday last week and Adobe chat support wanted to come back to me in next 24h, but now it's 3 days later without any feedback. Information from today is that i need to be patient and wait another 5-7 working days for an answer. Team is working on the case. Almost 3 weeks not beeing able now to use the apps included in the abo which i was paying for. I really do not understand why it's so difficult to solve such problem instead of endless forwarding from one expert to another expert (~20 forwardings at least, if not more). There was also somebody remotely checking the issue. Everything the expert was checking i have provided as screenshot before. How crazy is this? Level of frustriation is already on very high level. 😉

Regarding additional information required. I bought online code from large germany online shop and entered the code in Adobe account. See screenshot. Code was accepted successfully and abo shows valid until 01.03.2026. But installed apps still show no licence available.

[Rikk Flohr: Photography]

Thank you for the additional information. I've forwarded your code details to the investigating team. 

[Rikk Flohr: Photography]

@Christian329245056usg 

Is your issue resolved now? Can you confirm?

[Christian329245056usg]

YES ...... IT'S NOW WORKING AGAIN. :-))))))

All the "locked icon" are removed and lightroom can be used again.

Problem is solved now! Many thanks Rikk for your help!

What was the issue on the server side?

[Rikk Flohr: Photography · Accepted solution]

That is good news. You can let support know that the issue was resolved on the Server. 

I haven't been informed yet of the Root Cause. They just asked me to verify you were working. 

[Christian329245056usg]

I am really sorry to say but chat support in general was not useful in this case.

I was forwared from one person to another person. In the phone call i was pushed back to waiting line and dropped. The remote support was checking all the things for which i already provided all the screenshots.

And everytime when you get forwared you need to explain again and again what's the problem.

Lost many hours on my side but also on support team side. I really think this need to be improved.

But finally many thanks for your help and support!