Licensed Template has a shopping cart icon and cannot use it

Community Beginner ,
Dec 04, 2021 Dec 04, 2021

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Bear with I'm new here 😉
'Licensed' a template on stock and added it to my library as I have done with other assets. It appears fine in my library, but has a shopping cart icon on it.

If I try and use it I get a pop up

Snag_6dc6a9.png

If I click the shopping icon it looks like it tries to license it, but just reverts back to the shopping cart icon and still cant use it ?

Snag_6ef8df.png
What am i doing wrong or not understanding here ?

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Creative Cloud Integration , Licensing

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Adobe Employee ,
Dec 06, 2021 Dec 06, 2021

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I'm sorry you're having trouble here.  First off, let me ask, what kind of computer are you using (Mac or Windows) and what OS as well as what version of the App do you have?  

It says this was licensed by one of your collaberators.  Is this in a shared library or something?  Can you try saving the asset to a new library or searching for it fresh from the library panel?  

I'm having trouble seeing why this would be happening.  If you could also use the Adobe Log Collector tool to gather up the logs then we might be able to see what's happening.

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Let's start there and see what we can uncover.

Thanks

Jay I

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Community Beginner ,
Dec 06, 2021 Dec 06, 2021

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Hey Jay,
Im on a Windows 11 PC, latest updated version of all Adobe apps.

I dont have a collaborator so I have no idea what that means. I just browsed Adobe Stock, found that template I liked, clicked Licence (as I normally do) and that the errors I get.

Going back to it tonight I can see the 'Re-Download for Free' button, but clicking it does nothing. Clicking the Open In button and selecting PS I get a pop up from CC saying downloading started, followed a few seconds later be another saying there has been an error downloading.

Im starting to think there is something wrong with that file on Adobe Stock.

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Community Beginner ,
Dec 06, 2021 Dec 06, 2021

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logs uploaded also

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Adobe Employee ,
Dec 06, 2021 Dec 06, 2021

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Can you give me the asset ID #?

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