P: Unusual Account Activity Detected popup in Photoshop

When the problem began, Photoshop wasn't running on the other computer associated with her account. Perhaps the last time she quit Photoshop she didn’t have an internet connection, so the server thought it was still running? Not sure.

But once she’d checked the other machine and made sure it was not running, and the server got the message that it wasn’t running, the warning should have ceased. She was on the phone with Adobe for 2 hours and they couldn’t solve the problem. Only later did they announce this workaround.

I call it a workaround because it isn’t a solution. The user experience: I’m allowed to activate Photoshop on two machines, but if I forget to quit it on one machine (which is shut down or asleep when I open Photoshop on the other) I’m required to change my password, open the other machine, and not just quit Photoshop but sign out of my Adobe account—and the warning I get doesn’t tell me any of this. In my opinion, that's user-hostile and should be fixed.

@Darrell Stokes I am sorry for any inconvenience this has caused for you and your partner. Please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to begin a secure chat session with a member of our support team.

For more information on why you are encountering this error message, please see the section titled, Why did Adobe notify me of unusual account activity? inhttps://helpx.adobe.com/manage-account/using/policy-account-sharing.html#notification.

@DavidLloydImageworks we were trying to reach you about case ADB-33515493-T0H1. The case has closed because we did not receive a response. Please bookmark https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html which provides information on how you can review and interact with your recent support cases.

@DavidLloydImageworks please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to begin a secure new support case with a member of our support team per the advice under the section, "Why did Adobe notify me of unusual account activity?," so we can continue to work with us directly to resolve any licensing errors. 

I would also recommend checking your spam folder, the most recent message was sent on March 11th.

@Darrell Stokes did you get the same message 24 hours after you compelted the process?

@Darrell Stokes its not that users are "sharing" their accounts - apparently what triggered this was your account was installed on more than one machine and PS was launched while still open on another machine...

It has to do more with what was actively running rather than just installed.

It sure is an unusually complicated issue and one thing I'm learning is that some earlier versions are not affected by this bug. Is that the case and can you fall back on those?

Yes ive gone through that process.

I appreciate the information, but it's not actually helpful. My partner and, it seems, most people here who are experiencing this problem, have never shared their accounts with anyone else, and have worked within Adobe's policies for computer activations. Yet this problem has been interrupting their work for weeks now. This appears to be a bug on Adobe's end, not user error.

um... dramatic? Tell me, what is it that you get? This did not effect you. This did not come up in front of your client. you were not made to feel like a criminal by Adobe staff and then told that it is your problem for A WEEK while notices informed you that you would be cut off, on deadline.

Why are you even here? Why are you casting ablist judgments on things that in your words "you are one of the lucky ones"? As a professional, You will understand that the 1's and 0's are in the dollar signs for the many unbillable hours that I have spent dealing with this and being told that it is my problem and must be because I am sharing my account.

Bit dramatic, don't you think? Its all just ones and zeros. And for the record I'm a working pro who uses Photoshop for hours each day so I get it.