Generative AI not working for my students

[annarepp]

Hello all! I teach photoshop and illustrator at a city college and despite the fact that we have the latest Adobe versions, my students cannot access the generative AI features while in classroom. The apps are licenced to the college, but everyone logs in with their own Adobe ID and password. I log in with my contributor account and I have AI features working, but my students log in with their personal accounts and even if we use the same computer, the generative AI is not woking for them. Everyone's situation is different, but some get the message as the attached, and for some the feature just does not work...  We are all using the Adobe apps licensed to our college - why are we not getting the same experience and why AI only works for some users? Has anyone encountered this problem? How can it be fixed? Is it a problem with Adobe accounts that were not created the right way? Or does the admin at the college have to authorize Firefly for all users? If that's the case, how do they do that? Because our IT people do not know anything about Firefly, but I'd like to give them tips so all my students can have the same experience with the apps. Thank you!

[Mohit Goyal]

Hi there,

We're sorry for the trouble and welcome to the Photoshop Community. Could you please share the Photoshop system info of the affected users? We basically wanted to check the Photoshop license to make sure you aren't using a Tryout version which basically the main cause of this issue. Also, you admin needs to provide complete license access to all the users in order to use this feature.

Refer to the below screenshot to access Photoshop System info. Copy the system info and paste it in your next response on this thread. You can share the system info for one or two affected users with us.

Thanks,
Mohit

[annarepp]

Here are two screenshots. The one with strawberry is me using my Adobe contributor account (I'm not paying for any subscriptions) on the school-licensed Photoshop. The 2nd one is for one of my students - they do not pay fpr any subscriptions either, but are also using the same school-licensed Photoshop. 

[CMass]

Hi @annarepp, 

It looks like you’ll need to reach out to your Adobe Administrator. Here’s an article with details on how to do that:  https://adobe.ly/3AF3IKH; ^CM

[annarepp]

Sorry, the link is broken. Could you pease share the correct link or just copy the info in the reply? I'd greatly appreciate that!

[Peru Bob]

https://helpx.adobe.com/enterprise/kb/contact-administrator.html

[annarepp]

But what do I tell my administrator? What should they do so all of my students have access to generative AI?

[Peru Bob]

Have them look here:

https://helpx.adobe.com/enterprise/using/admin-console.html

[annarepp]

Thank you! But could you be more specific? Where's the button they need to press to give us all access? Please understand that the admins are not the people in our digital art department. They have no idea how Adobe works. I'd like to give them clear instructions.

[Peru Bob]

I'm not an administrator of a Teams license, so I'm not familiar with the process.

The administrator should have a contact person at Adobe that can offer support to help them fix this.

[annarepp]

Thank you. I'll try talking to them.