P: Licensing error while downloading template files from New Document window

Report · Jan 16, 2023

Every time I try to download some free template files via New Document Window, I'll get following error.

Adobe Photoshop Version: 24.1.0 20221206.r.166 be4691b x64

Operating System: Mac OS 13.1.0

I have re-installed Photoshop and tried other version. I've also tried turning off the firewall, but that didn't help either. I also signed out from all Adobe apps and restarted those with no luck.

If I go to stock.adobe.com and search the same template, I can license and download it with no problem.

Br, Kai Nyyssönen

Report · Jan 16, 2023

Have you signed out and back in to the CC App?

Report · Jan 16, 2023

Yes. Didn't help.

Report · Jan 16, 2023

Hi @Photo Nyyssönen I tested it on my end (Windows 10, Photoshop 24.1 Release) and it's working fine from the New Document panel. If signing in and out of Creative Cloud didn't help, maybe try resetting your Preferences? If you search for any other template and try to open it, do you get the same error?

Report · Jan 16, 2023

I tested as well with Windows 10 Pro and PS 24.1 and it worked properly.

Report · Jan 16, 2023

Hi @Photo Nyyssönen

Let's make sure we're in a default state and there are no stale settings somewhere:

Restore your preferences using this manual method:

https://helpx.adobe.com/photoshop/using/preferences.html#Manually 

Does it work correctly?

If that doesn't solve it, you can quit Photoshop and put the Settings folder back.

It may help if we could see your Photoshop System Info. Launch Photoshop, and select Help >System Info...and copy/paste the text in a reply.

Thank you,

Cory

Report · Jan 17, 2023

Interesting. I think I replied once already, but my reply is missing.

I moved the preference folder and restarted photoshop. Same Licensing Error problem after that.

Here is my system info:

Adobe Photoshop Version: 24.1.0 20221206.r.166 be4691b x64

Number of Launches: 3

Operating System: Mac OS 13.1.0

System architecture: Intel CPU Family:6, Model:14, Stepping:10 with MMX, SSE Integer, SSE FP, SSE2, SSE3, SSE4.1, SSE4.2, AVX, AVX2

Physical processor count: 6

Processor speed: 3000 MHz

Built-in memory: 65536 MB

Free memory: 39897 MB

Memory available to Photoshop: 60045 MB

Memory used by Photoshop: 70 %

Crash Handler: Adobe

DCX Version: 6.15.3

SAM SDK Version: 2.0.0-main.1564

ACP.local Status:

- SDK Version: 2.11.0

- Core Sync Status: Reachable and compatible

- Core Sync Running: 6.1.0.10

- Min Core Sync Required: 4.3.66.28

Live Edit Client SDK Version: 3.91.3

Content Credential Helper Version: 0.4.12

Manta Canvas: Enabled.

Alias Layers: Disabled.

Modifier Palette: Disabled.

Highbeam: Enabled.

Touch Bar Property Feedback: Enabled.

Image tile size: 1024K

Image cache levels: 4

Font Preview: Medium

HarfBuzz Version: 4.3.0

TextEngine: Unified Text Engine

======= GPU

Native API stable: True

OpenGL API stable: True

OpenCL API stable: True

GPUDeny: 0

GPUForce: 0

useGPU: 1

useOpenCL: 1

isGPUCapable: 1

GPUName: AMD Radeon Pro 570X

GPUVendor: AMD

IsNativeGPUCapable: 1

IsOpenGLGPUCapable: 1

IsOpenCLGPUCapable: 1

HasSufficientRAM: 1

GPU accessible RAM: 4,294 MB

Required GPU accessible RAM: 1,500 MB

UseGraphicsProcessorChecked: 1

UseOpenCLChecked: 1

Display: 1

Display Bounds: top=0, left=0, bottom=1440, right=2560

High DPI Monitor

Main Display

------- Sniffer output

[0 ms]

Launch GPUSnifferThread

[1 ms]

Start RunAllAPIs

[1 ms]

"/Applications/Adobe Photoshop 2023/Adobe Photoshop 2023.app/Contents/MacOS/sniffer" -baseTimeMS=426601125 -comment=Photoshop Version: Adobe Photoshop 24.1.0 20221206.r.166 be4691b x64

[357 ms]

Start sniffer 2023-01-17 16:05:52

# Photoshop Version: Adobe Photoshop 24.1.0 20221206.r.166 be4691b x64

sniffer -baseTimeMS=426601125 -comment=Photoshop Version: Adobe Photoshop 24.1.0 20221206.r.166 be4691b x64

{107 ms}

Start platform native

# displays: 1

Display 0

Display: 69941236

Main: TRUE

Built in: TRUE

Stereo: FALSE

Bounds: (0, 0) -> (2,560, 1,440)

Dimensions: (5,120 2,880)

Physical size: (599.3 340.242)

Pixel size: (0.117051 0.11814)

Dynamic range: (0 1)

Potential dynamic range: (0 2)

Reference dynamic range: (0 0)

Attached Device: (DeviceID name=AMD Radeon Pro 570X index=0)

# devices: 1

Device 0

Name: AMD Radeon Pro 570X

Preferred: TRUE

Power Envelope: DISCRETE

Attachment: EMBEDDED

# attached displays: 1

69941236

GPU accessible RAM: 4,294 MB

VRAM: 4,294 MB

Dedicated System RAM: 0 MB

Shared System RAM: 0 MB

API version: 1.0 (1.0)

Device version: 1.0 (1.0)

Vendor name: AMD

Driver date: UNKNOWN

Driver age: UNKNOWN

Driver version: UNKNOWN

End platform native

{302 ms}

Start platform OpenGL

# displays: 1

Display 0

Display: 69941236

Main: TRUE

Built in: TRUE

Stereo: FALSE

Bounds: (0, 0) -> (2,560, 1,440)

Dimensions: (5,120 2,880)

Physical size: (599.3 340.242)

Pixel size: (0.117051 0.11814)

Dynamic range: (0 1)

Potential dynamic range: (0 2)

Reference dynamic range: (0 0)

Attached Device: (DeviceID name=16915464 index=0)

# devices: 1

Device 0

Name: AMD Radeon Pro 570X OpenGL Engine

Preferred: TRUE

Power Envelope: DISCRETE

Attachment: UNKNOWN

# attached displays: 1

69941236

GPU accessible RAM: 4,096 MB

VRAM: 4,096 MB

Dedicated System RAM: 0 MB

Shared System RAM: 0 MB

API version: 2.1 (2.1 ATI-4.9.51)

Device version: 2.1 (2.1 ATI-4.9.51)

Vendor name: AMD

Driver date: UNKNOWN

Driver age: UNKNOWN

Driver version: UNKNOWN

GLSL version: 1.20 (1.20)

CGL ID: 16915464

Display mask: 2047

End platform OpenGL

{313 ms}

Start platform OpenCL

# displays: 0

# devices: 1

Device 0

Name: AMD Radeon Pro 570X Compute Engine

Preferred: TRUE

Power Envelope: DISCRETE

Attachment: UNKNOWN

# attached displays: 0

GPU accessible RAM: 4,294 MB

VRAM: 4,294 MB

Dedicated System RAM: 0 MB

Shared System RAM: 0 MB

API version: 1.2 (OpenCL 1.2 (Nov 4 2022 20:34:07))

Device version: 1.2 (OpenCL 1.2 )

Vendor name: AMD

Driver date: UNKNOWN

Driver age: UNKNOWN

Driver version: UNKNOWN

Bandwidth: 21 GB / s

Compute score: 1,527.46

Device name string: AMD Radeon Pro 570X Compute Engine

Device vendor string: AMD

Platform name string: Apple

Platform vendor string: Apple

End platform OpenCL

{355 ms}

Exit code kExitNormal

End sniffer 2023-01-17 16:05:52

[kStatusNormal, kExitNormal]

[357 ms]

Finish RunAllAPIs

[9423 ms]

Start GetSnifferResult

[9423 ms]

Finish GetSnifferResult

------- Sniffer output

======= GPU

License Type: Subscription

Serial number: 96040593754826150278

GUIDBucket:

Composite Core (enable_composite_core): on

Composite Core GPU (comp_core_gpu): off

Composite Core Threads (MultithreadedCompositing): on

Composite Core UI (comp_core_ui): off

Composite Core Feature Prefs (CompCoreFeaturePrefs): off

Document Graph (enable_doc_graph): off

Application folder: /Applications/Adobe Photoshop 2023/

Photoshop scratch has async I/O enabled

Scratch volume(s):

Startup, 957,1G, 97,8G free

Required Plugins folder: /Applications/Adobe Photoshop 2023/Adobe Photoshop 2023.app/Contents/PlugIns/Required/

Primary Plugins folder: /Applications/Adobe Photoshop 2023/Plug-ins/

Installed components:

dvametadata.framework dvametadata 22.0.0.0

AdobeXMPScript.framework AdobeXMPScript 79.171c27fab 79.171c27fab

libdynamic-napi.framework Torq Native local

ICUUnicode.framework ICUUnicode 13.1.0c6496f

ICUConverter.framework ICUConverter 13.1.0c6496f

AdobeCrashReporter.framework AdobeCrashReporter 10.5.6

boost_system.framework boost_system 22.0.0.0

AdobeACE.framework AdobeACE 5.0.0 79.bead9cf926.

dvanet.framework dvanet 22.0.0.0

AdobeOwl.framework AdobeOwl 5.5.0

mediacoreif.framework mediacoreif 22.0.0.0

dvascripting.framework dvascripting 22.0.0.0

dvaappsupport.framework dvaappsupport 22.0.0.0

AdobeAXE8SharedExpat.framework AdobeAXE8SharedExpat 6.0.0 79.43e459d.

AIDE.framework AIDE 4.0.0 79.d7ba9226

boost_chrono.framework boost_chrono 22.0.0.0

dynamiclink.framework dynamiclink 22.0.0.0

dvaaccelerate.framework dvaaccelerate 22.0.0.0

dvametadataUI.framework dvametadataUI 22.0.0.0

AdobeARE.framework AdobeARE 2.0.0.1 79.625377

AdobePDFPort.framework AdobePDFPort 3.0.0.1 79.625377

ICUInternationalization.framework ICUInternationalization 13.1.0c6496f

boost_filesystem.framework boost_filesystem 22.0.0.0

AdobeBIB.framework AdobeBIB 4.0.0 79.bead9cf926.

AdobeXMPFiles.framework AdobeXMPFiles 79.171c27fab 79.171c27fab

AdobeLinguistic.framework 14.4.2.353c9a5

dvaplayer.framework dvaplayer 22.0.0.0

filterport.framework filterport 27.0.0.670

PlugPlugOwl.framework PlugPlugOwl 11.5.2.130

libzip.framework libzip 22.0.0.0

AdobeAGM.framework AdobeAGM 7.0.0 79.bead9cf926.

AdobeSVGRE.framework AdobeSVGRE 9.0.0 "BUILDVERSION_HELPER"

AdobePDFL.framework AdobePDFL 18.0.0 79 . 6c2661f86

dvavulcansupport.framework dvavulcansupport 22.0.0.0

dvacore.framework dvacore 22.0.0.0

aiport.framework aiport 27.0.0.670

AdobePIP.framework AdobePIP 8.2.0.16

AdobePDFSettings.framework AdobePDFSettings 1.7

AdobeAXEDOMCore.framework AdobeAXEDOMCore 6.0.0 79.43e459d.

dvatransport.framework dvatransport 22.0.0.0

AdobeXMP.framework AdobeXMPCore 79.171c27fab 79.171c27fab

AdobeJP2K.framework AdobeJP2K 4.0.0 79.7f05fe0

dvaaudiodevice.framework dvaaudiodevice 22.0.0.0

LogSession.framework LogSession 8.2.0.16

PlugPlugExternalObject.framework 11.5.2.130

utest.framework utest 22.0.0.0

AdobeSVGAGM.framework AdobeSVGAGM 4.0.0 79.d8ca6a0.

dvametadataapi.framework dvametadataapi 22.0.0.0

WRServices.framework WRServices 17.5.1 17.5.1.0

AdobeBIBUtils.framework AdobeBIBUtils 4.0.0 79.bead9cf926.

boost_threads.framework boost_threads 22.0.0.0

CloudAILib.framework CloudAILib 27.0.0.670

SPBasic.framework SPBasic 27.0.0.670

AdobeCoolType.framework AdobeCoolType 8.0.1 79.bead9cf926.

boost_regex.framework boost_regex 22.0.0.0

boost_program_options.framework boost_program_options 22.0.0.0

dvamediatypes.framework dvamediatypes 22.0.0.0

AdbePM.framework AdbePM 1

boost_date_time.framework boost_date_time 22.0.0.0

dynamic-torqnative.framework Torq Native local

AdobeMPS.framework AdobeMPS 9.0.0.51562 79.4e4cf9bd

dvaui.framework dvaui 22.0.0.0

MacMemory.framework MacMemory 27.0.0.670

AILib.framework AILib 27.0.0.670

ICUData.framework ICUData 13.1.0c6496f

dvamarshal.framework dvamarshal 22.0.0.0

aifm.framework aifm 27.0.0.670

Unified Extensibility Platform uxp-6.4.0-3-ec28f9a

UPIC 2.5.0

Required plugins:

Luminar 4 NO VERSION - from the file “Luminar4Plugin.plugin”

Optional and third party plugins: NONE

Duplicate and Disabled plugins: NONE

Plugins that failed to load: NONE

Unified Extensibility Platform - Extensions:

Home Screen (Loaded) 6.4.0.31 - from the file "/Library/Application Support/Adobe/UXP/extensions/com.adobe.ccx.start-6.4.0/"

CDO: 1.132.5

CmdN: 1.16.0

CDP: 1.156.4

Projects: 1.7.0

Loaded at: 608 ms - launch time impact: 524 ms

ccx-timeline (Prepared) 3.1.4.0 - from the file "Required Folder"

CCX Commenting UXP Webview (Loaded) 26.0.0.0 - from the file "Required Folder"

Loaded at: 11975 ms - launch time impact: 0 ms

CCX Sharesheet UXP (Prepared) 24.0.0.0 - from the file "Required Folder"

Photoshop Cloud Value Dialog (Loaded) 1.0.1.0 - from the file "Required Folder"

Loaded at: 609 ms - launch time impact: 0 ms

Share Panel (Loaded) 1.0.6.0 - from the file "Required Folder"

Loaded at: 610 ms - launch time impact: 0 ms

PiXimperfect Compositing (Prepared) 1.0.11.0 - from the file "Plugin Market Place"

Content Credentials (Loaded) 0.34.4.0 - from the file "Required Folder"

Loaded at: 10511 ms - launch time impact: 0 ms

CC Libraries Panel (Prepared) 3.22.9.0 - from the file "/Library/Application Support/Adobe/CEP/extensions/CC_LIBRARIES_PANEL_EXTENSION_3_22_9/"

CAPTURE: 2.0.41 STOCK: 4.0.2

Photoshop UXP Export-As (Prepared) 5.8.18.0 - from the file "Required Folder"

Photoshop In App Messaging (Loaded) 2.7.6.0 - from the file "Required Folder"

Loaded at: 11976 ms - launch time impact: 0 ms

Photoshop Selection Feedback (Prepared) 0.5.0.0 - from the file "Required Folder"

Plugins Panel (Prepared) 1.4.3.0 - from the file "Required Folder"

IC popup message (Loaded) 1.0.0.0

Loaded at: 10504 ms - launch time impact: 0 ms

Multilayer Protection (Loaded) 1.0.0.0

Loaded at: 10505 ms - launch time impact: 0 ms

Discover Panel (Loaded) 3.0.0.26 - from the file "Required Folder"

Loaded at: 11977 ms - launch time impact: 13 ms

Neural Filters (Registered) 1.15.0.79 - from the file "Required Folder"

Scan time: 1 ms - entries: 37

Extensions:

Libraries 1.0.0 - from the file “/Library/Application Support/Adobe/CEP/extensions/CC_LIBRARIES_PANEL_EXTENSION_3_22_9/index.html”

com.adobe.capture.extension 2.0.41 - from the file “/Library/Application Support/Adobe/CEP/extensions/CC_LIBRARIES_PANEL_EXTENSION_3_22_9/extensions/capture/capture.html”

com.adobe.stock.panel.licensing-embedded 1.0.0 - from the file “/Library/Application Support/Adobe/CEP/extensions/CC_LIBRARIES_PANEL_EXTENSION_3_22_9/extensions/stock-panel-licensing/index.html”

Export As 4.8.15 - from the file “/Applications/Adobe Photoshop 2023/Adobe Photoshop 2023.app/Contents/Resources/CEP/extensions/com.adobe.photoshop.crema/index.html”

Interactive Luminosity Masks 3.3.0 - from the file “/Library/Application Support/Adobe/CEP/extensions/com.svenstork.photoshop.InteractiveLuminosityMasks/index.html”

Free Stock Search 1.5.7 - from the file “/Library/Application Support/Adobe/CEP/extensions/freeStockSearch/index.html”

Export As 4.8.15 - from the file “/Applications/Adobe Photoshop 2023/Adobe Photoshop 2023.app/Contents/Resources/CEP/extensions/com.adobe.photoshop.crema/index.html”

com.adobe.cclibraries.manager 1.0.0 - from the file “/Library/Application Support/Adobe/CEP/extensions/CC_LIBRARIES_PANEL_EXTENSION_3_22_9/manager.html”

Installed TWAIN devices: NONE

Report · Jan 17, 2023

Same problem with all template files. At least what I have tried.

Report · Jan 18, 2023

I'm having the same problem as this guy and have tried your suggestion manually removing the settings folder and it did not resolve the problem either. I spent over an hour on the friging phone talking to your "Indian" support team which is the most frustrating experience on earth. They are impossible to understand and hung up on me after over an hour of being transfered from one frigging rep to another. I've about had it trying to fix a problem that shouldnt be a frigging problem.

Report · Jan 18, 2023

Engineering is working on this issue.

Workaround:

Download template from Adobe Stock in a browser:
Enter name of the template in "Find more templates" in New dialog and click Go; or just click Go to go to Adobe Stock and find the template there
Download template from Adobe Stock or Save to CC Library

If template was downloaded as .psdt file, File->Open and open it in PS
If it was saved to library, right click on it in Libraries panel > Open New document

In both cases, PS will create new document from this template

Report · Jan 18, 2023

@Jon Lyle Photography :

I had the exact same experience. But I visited for three hours and three Indian advisers hung up on me. Pretty bad customer service.

Report · Jan 19, 2023

Can't download the free templates without signing up for a paid service!!! You should know this. 🙄

Report · Jan 19, 2023

I hear your pain!!! Only company's that care more about saving a buck use Indian call centers.

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P: Licensing error while downloading template files from New Document window

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