Received a pop-up saying I'm using an unlicensed app and lightroom will be disabled

[Andy Baines]

Hi there, 

My lightroom app was being slow, so I closed and reopened it. Upon doing so, I received a pop-up saying "this unlicensed app is not genuine and will be disabled soon" after 5 days. Needless to say, I have a subscription. Part of me isn't sure if this is somehow some cybersecurity threat by a bad actor, but if this is genuinely an adobe pop-up, it is absolutely unacceptable and incredibly poor customer service. Firstly, I am a genuine customer. The fact Adobe doesn't seem to know this is more than a little concerning. Secondly, the pop-up doesn't have an X to close it, and hasn't been accompanied by an email to confirm the pop-up is genuine. Thirdly, it means I cannot continue to work. I am not going to close the pop-up and will cease working until this is fixed.

I would be most grateful for assistance. In providing assistance, I would be grateful for some fairly detailed advice. If I need to delete the app or some folders or something, please let me know how I should do this. 

I am using Lightroom Web version 8.0 on Windows 11.

Many thanks,

Andy

[nikunj.m · Accepted solution]

Hi, sorry about the trouble caused by the pop-up! The Creative Cloud desktop app is responsible for ensuring that the applications installed on your computer are licensed. Can you check if the Creative Cloud app is installed on your computer and working properly? Also, try signing out of the app and signing back in to see if that helps.

Let us know how it goes! 

Thanks,
Nikunj

[Andy Baines]

Hi Nikunj, 

Thanks for your prompt response. Normally, Creative Cloud updates itself regularly but on this occasion it required action on my part. Once I updated it, the pop-up disappeared, so thanks for your assistance. 

Apologies for the irritated tone in my previous message. I must say, however, that it is a crazy decision for Adobe to decide to immediately send users a pop-up that says you are using unlicensed app and stating they will deactivate it in 5 days when all that needed to happen was a simple update. Surely such a message should be reserved only for individuals that Adobe has established as fact - rather than has falsely assumed - are actually using unlicensed apps. 

Anyway, hopefully it won't happen again, and thanks for your assistance. 

regards,

Andy 

[nikunj.m]

Hi Andy, thanks for getting back and we're glad that things are working properly now.

As mentioned in the previous message, the Creative Cloud desktop app works in the background to ensure that the apps are licensed. If it is not working properly for any reason, the Adobe Genuine service may pop up as it's not able to identify if you're running a legitimate copy of the application or not. 

Let us know if you have any questions or need help with anything else! 
Thanks,
Nikunj