Unable to download licensed images in libraries

Explorer ,
Mar 16, 2020 Mar 16, 2020

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When we purchase images via Adobe Stock for Teams, the do not download into our libraries. It does not matter if we try to purchas ein the app or on the website, same result. We can purchase and download no problem, but would like to purchase and have them go directly into our libraries, obviously.

2020-03-14_14-13-37.png2020-03-14_14-14-34.png

 

Anyone have this issue, we cannot seem to get it figured out...

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Licensing, Plans and purchase, Troubleshooting

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Adobe Employee ,
Mar 16, 2020 Mar 16, 2020

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Hi,

Are you signed into the Adobe Stock website with the same profile you are using in the Creative Cloud application? Have you tried licensing the same image on the website?

 

EBQ

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Explorer ,
Mar 16, 2020 Mar 16, 2020

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Yes, I am signed into both accounts, the same way. I can license and download via the website, but when it gets saved to my library it never synchs. It will be synched on other devices (mobile app for instance on my phone) signed into the same account. really interupts our work flow, as we will search save to a library go into the ssoftware and use...

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Adobe Employee ,
Mar 16, 2020 Mar 16, 2020

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Hi,

Make sure your Creative Cloud app is up to date, sign out, restart your machine and sign back in.

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Explorer ,
Mar 16, 2020 Mar 16, 2020

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Yup done that, even did the hard refresh for Creative Cloud, nothing works 😞

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Adobe Employee ,
Mar 16, 2020 Mar 16, 2020

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What version is the app you are using please?

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Adobe Employee ,
Mar 16, 2020 Mar 16, 2020

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Oh wait. Can you choose a new default library from the website and try again please?

 

A couple of reasons this can happen is your default library may be full or because there is a corrupted file in your default library that is blocking new additions. You can manage library contents here: https://assets.adobe.com/libraries

If the issue is a corrupted file you can use process of elimination to find it by moving files from the library with the issue to a new library. You can try renaming the file with the issue.

 

EBQ

 

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Explorer ,
Mar 16, 2020 Mar 16, 2020

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Whoa default libraries can be full? What is the limit? Is there no notification is something is corrupt or over a limit? I have a ton of stuff in my default library could take forever. I have close to 90 libraries at the moment eeek

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Explorer ,
Mar 16, 2020 Mar 16, 2020

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Also here are my version numbers
2020-03-16_15-35-17.png

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Adobe Employee ,
Mar 16, 2020 Mar 16, 2020

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Yes it is possible for the default library to be full, and you would need to set a new default library which you can do from the Adobe Stock website. Go to the stock website and click the heart icon for an image, it will save the asset to the default library and you'll see a pop-up message on the upper right of your screen, you can manage libraries and set the default there.

 

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Explorer ,
Mar 16, 2020 Mar 16, 2020

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What are the limits on libraries? I will try this, this was a new library by the way that I was trying to add to.

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Explorer ,
Mar 16, 2020 Mar 16, 2020

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Bummer, I made a brand new library  and set it as a default tried to license and nothing 😞 

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Explorer ,
Mar 16, 2020 Mar 16, 2020

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Super weird. I made a new library, made it my default library, licensed the image. It came into my library (no shopping cart), let's me place it with a bitmapped version with no Adobe Watermark, and obviously not really right? So weird.

2020-03-16_15-58-28.png

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Adobe Employee ,
Mar 16, 2020 Mar 16, 2020

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Hi,

This asset was successfully licensed. Otherwise you would see a watermark. You can review the assets that you've licensed in your License History. You'll find the link for License History in the menu on the Adobe Stock website.

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Adobe Employee ,
Mar 16, 2020 Mar 16, 2020

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Hi,

This asset was successfully licensed. You can confirm in your license history which is accessible under your profile menu on the Adobe Stock website.

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Adobe Employee ,
Mar 16, 2020 Mar 16, 2020

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This asset is licensed. You will find this image in your license history, look under the profile menu on the Adobe Stock website to access license history.

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Explorer ,
Mar 17, 2020 Mar 17, 2020

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Got your private message, however:

Not really working, as it is showing up pixelated in my document and still not really downloaded completely. I am so confused. It seems licensed, but I cannot edit it or place it without it being pixelated.

2020-03-17_8-26-32.png2020-03-17_8-27-05.png

 

The same thing is true with vectors, seems licensed but then can't edit them.

2020-03-17_8-28-17.png

 

So yeah not really working? 😞

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Explorer ,
Mar 17, 2020 Mar 17, 2020

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Got your personal message, however not really as it is showing up pixelated in my document and still not really downloaded completely. I am so confused. It seems licensed, but I cannot edit it or place it without it being pixelated.

2020-03-17_8-26-32.png2020-03-17_8-27-05.png

 

The same thing is true with vectors, seems licensed but then can't edit them.

2020-03-17_8-28-17.png

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Adobe Employee ,
Mar 17, 2020 Mar 17, 2020

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Hi pplschmp2,

 

Instead of opening the file directly in Illustrator, try using the place feature. Here's some info on how to do that. https://helpx.adobe.com/illustrator/using/importing-artwork-files.html

 

Let me know if this is helpful.

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Explorer ,
Mar 18, 2020 Mar 18, 2020

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I know how to do that, but kind of defeats the purpose. I would like to edit, especially vectors, I need to ungroup etc. UGH.

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Adobe Employee ,
Mar 18, 2020 Mar 18, 2020

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Hi pplschmp2,

You might want to post these questions in the Illustrator forum. I am not seeing the issues that you are reporting regarding editing and the experts there would be able to assist you further.

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