Generative AI ERROR!

[isaact23296305]

I have installed Photoshop through Creative Cloud but i can not us Generative AI. Give me an error after accept the FireFly terms.

I have a prepaid plan.

Can you help me?

Thanks

[Sameer K]

Hey, @isaact23296305. Welcome to the Photoshop Community. We've moved the post to discussions; I'll need more info to help you figure this out.

If you can launch Photoshop, please share the system info from Photoshop Help > System info > Copy and paste into a text document > Upload and attach here. 

Ensure there are no stale preferences in your Photoshop. Go to the location of the preference folder below and rename it to backup.

• Windows 10/11: Users/[user name]/AppData/Roaming/Adobe/Adobe Photoshop [version]/Adobe Photoshop [version] Settings
• You can press Press the Windows key > Enter 'Run' > Enter %APPDATA%\Adobe
• Rename the Adobe Photoshop folder by adding a .old at the end. (Adobe Photoshop 2024 > Rename > Adobe Photoshop 2024. old), You can restore these preferences later if needed.(https://adobe.ly/4860qM9)
• Restart the computer.

These changes will give a fresh start to Photoshop as a fresh install. Let me know how it goes.

Thanks!

Sameer K

(Use '@mention' to tag me when you reply)

[isaact23296305]

@Sameer K 

Thank you for your reply, I attach my confiuguration file. I'm on Mac, however I've reset from Preferences/General

I have also moved the path

Macintosh HD > Users > [user]> Library > Preferences > Adobe Photoshop 2025 Settings

To make it create a new one, I restarted the Mac but everything seem to be the same. Does not work. Can you help me?
Thanks

[isaact23296305]

@Sameer K Hello, any idea?

[Sameer K]

Hey, @isaact23296305. Thanks for sharing the system info. There are a few issues in the way Photoshop is working on your machine as per the System info.

Adobe Firefly: Please use any generative AI feature to view the latest version.

License Type: Unknown
Serial number: XXXX-XXXX-XXXX-XXXX

It's likely that Photoshop is having trouble activating itself. Try using Photoshop Web (https://adobe.ly/3Pz83mt) & check if GenAi features work in the browser. 

Thanks! 

Sameer K

(Type '@' and type my name to mention me when you reply)