Licensed Adobe Stock image showing as unlicensed in Creative Cloud Libraries on one machine

Community Beginner ,
Jul 30, 2020 Jul 30, 2020

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I've been working on an InDesign project between my iMac and Macbook, both systems use my same Adobe account, same software versions - but my Macbook shows several images as 'unlicensed' when I view the CC Library (both in InDesign and Photoshop). I keep having to move to my iMac to create a PDF - why is this happening? (Attached 2 screenshots of the Library, the little shopping cart icon shows which are supposedly unlicensed on my Macbook)

 

Screen Shot-2020-07-30.jpg

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Licensing, Troubleshooting

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Adobe Employee , Aug 06, 2020 Aug 06, 2020
I'm sorry that you're having an issue with this.  You are correct, they should be showing the same licensed assets.  You say they are using the same Software Versions.  Can you tell me what versions those are?  Both the versions of the Apps (Photoshop, InDesign) as well as the version of CC Desktop you are using and the versions of the CC Library panels.  You can find the library panel versions if you click on the menu icon (the three stacked lines) on the upper right hand corner of the Library ...

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Adobe Employee ,
Aug 06, 2020 Aug 06, 2020

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I'm sorry that you're having an issue with this.  You are correct, they should be showing the same licensed assets.  You say they are using the same Software Versions.  Can you tell me what versions those are?  Both the versions of the Apps (Photoshop, InDesign) as well as the version of CC Desktop you are using and the versions of the CC Library panels.  You can find the library panel versions if you click on the menu icon (the three stacked lines) on the upper right hand corner of the Library panel.  In there you should see which version of the panel you have.  Also can I get the OS versions for your Macbook and IMac?  

Also, another thing you might try as a workaround is to click on the assets that show as unlicensed in your Macbook and license them again.  I know, you don't want to pay for them again, and you shouldn't have to.  If your account shows them as licensed in your license history then it may go through the licensing process but should not charge you again.  I would suggest trying this with one and see if it does deduct a credit or license from your account.  It should not.  If it does, we will, of course, make that right for you and get you another credit.  

But I would like to track down why they are behaving like this.  Another thing you can do is to collect the logs for the apps with the Adobe Log collector.  If you could collect the logs for both machines using the tool, that would be great and then send them over to us.  Also please note the Adobe stock image id from one of the assets that shows as unlicensed that should be licensed when you do this to see if we can track why.  You can find the image id by hovering over the image and the info screen should pop up, or by looking in your license history.

Thanks for your help and patience in tracking this down for you.

Jay I

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Adobe Employee ,
Aug 06, 2020 Aug 06, 2020

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Sorry, I meant to give you the link for the log collector tool.  Here it is.
https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

 

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Community Beginner ,
Aug 11, 2020 Aug 11, 2020

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Thank you for following up, the problem seems to have sorted itself out - I didn't do anything, so I'm not complaining.

 

It's not the first time it's happened, I'm wondering if connection speed has anything to do with it? I don't know the logistics of how CC Libraries verifies licensing, but since it's only been my Macbook that's had this issue, I can guess that I was too far away from my wifi source? 

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Adobe Employee ,
Aug 11, 2020 Aug 11, 2020

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I'm glad you're not having the issue anymore.  It can be that the library is just updating itself and if your connection speed it slow, it can take longer or not be able to complete if it takes too long.  

At any rate, I'm happy that it's working for you now.  If you have any further questions, please don't hesitate to contact customer support who should be able to assist.

Thanks,

Jay I

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New Here ,
Apr 12, 2021 Apr 12, 2021

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Hi @JayI14 I've been having this same issue on & off for a long time now with no resolve. I have licensed assets from Adobe Stock yet recently they show as unlicensed across all app libraries. I can confirm that the assets show as purchased/licensed in my Adobe Stock account via web browser.

 

I am using:

• OS Catalina 10.15.3.

• Hard wired, fiber internet, 300Mbps

Apps: All up to date, 2021

I have tried:

• Signing out of the Creative Cloud app & signing back in

• Relicensing the assets within the cc library (in app)

• Quitting & reopening apps

• Restarting computer

 

I've been using Adobe software before CC Libraries came about & to be honest I've had nothing but issues. While CC libraries is an excellent, useful feature, it has always seemed to be glitchy for me. I've had to troubleshoot this same issue multiple times & the issues tend to come & go for no apparent reason. This makes it very difficult to determine the root of the problem. I hope you can help - Thanks in advance!

 

I have sent my Adobe Logs file. I can't seem to upload it here.

One of the assets showing as unlicensed: 301730159

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Adobe Employee ,
Apr 13, 2021 Apr 13, 2021

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Thanks for contacting us.  We are currently looking into some ways to make the libraries more responsive and hopefully we'll have a solution soon.  In the meanwhile, you should be able to license the assets again and it should not charge you again as the system does know you already have it.  This is, of course, just a workaround and we hope to correct this soon.  Thanks for your patience.  

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