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P: Enterprise/Education Licenses without Storage are unable to use offline-only mode

13 Votes
LEGEND ,
Jan 18, 2019 Jan 18, 2019

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lightroom cc 2019 add photo button greyed out. I cant import photo

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macOS , Windows

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correct answers 1 Correct answer

Adobe Employee , Sep 02, 2021 Sep 02, 2021

Federated (Corporate and Education) Licenses can download and install Lightroom Desktop. However, Services need to be enabled on your license in order to use the product. 

Lightroom Desktop relies on storing your catalog as well as your images in the cloud. If your license does not allow for Cloud Services, you will not be able to add photos to your Lightroom catalog and the option will be grayed-out. 

If this is the case, you can contact your Adobe License Administrator and ask them if:

  1. Services
...

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144 Comments
LEGEND ,
Jul 22, 2019 Jul 22, 2019

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Same issue here.  It is DPI-SSL that is stopping Adobe products from reaching the internet.  Once DPI-SSL was turned off on the firewall, the Add Photos started to work.

Adode, can you publish the URLs that need to be excluded from DPI-SSL.

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New Here ,
Jul 22, 2019 Jul 22, 2019

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It will not update, I have tried. 

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Adobe Employee ,
Jul 22, 2019 Jul 22, 2019

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You may need to uninstall the App, restart your computer and reinstall the app if you are unable to see the 2.3 update. 

Make sure you Creative Cloud App is up-to-date as well. 
Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Jul 22, 2019 Jul 22, 2019

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I have done this twice still to no avail

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Adobe Employee ,
Jul 23, 2019 Jul 23, 2019

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RIcky,

What is your OS version number?
Rikk Flohr - Customer Advocacy: Adobe Photography Products

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Adobe Employee ,
Jul 23, 2019 Jul 23, 2019

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Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Jul 23, 2019 Jul 23, 2019

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Operating system: Windows 10
OS Version: 10.0 [17763]

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New Here ,
Jul 23, 2019 Jul 23, 2019

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Adobe Employee ,
Jul 30, 2019 Jul 30, 2019

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For those of you on this thread who are on a Federated (Enterprise or Education) License, we've identified the underlying issue and are working on an enhancement which will allow these accounts to function without online storage space in an offline capacity.  For now, you can contact the administrator to your Adobe license and ask them to enable services on your account. Without these services, Lightroom Desktop will not function. The other alternative is to use Lightroom Classic. 

Please continue to follow this thread for updates as they become available.

If you are user with an individual Adobe ID and are having issues, you should start a new thread with your particulars.
Rikk Flohr - Customer Advocacy: Adobe Photography Products

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New Here ,
Aug 16, 2019 Aug 16, 2019

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corporate : device based licensing
Adobe Photoshop Lightroom CC Version 1.5

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New Here ,
Aug 16, 2019 Aug 16, 2019

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We do not have online account in our school district. Which is why we bought Device based licensing. So we would not need student accounts due to Privacy Concerns.

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LEGEND ,
Sep 03, 2019 Sep 03, 2019

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Unable to run Lightroom CC under K-12 Shared Device License. Support recommended I leave a comment here to be notified when the engineers have resolved the issues, and download Lightroom Classic in the meantime.

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LEGEND ,
Sep 03, 2019 Sep 03, 2019

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When using Lightroom CC Shared Device Licensing with CC All Apps license, the program gives the error message "You do not have access to this service". Tested on multiple devices running MacOS, Lightroom Classic works fine. Unable to use in Offline or Online mode. Adobe Support replied that it is a bug that engineering is working on, and recommended posting here to get any updates on the situation.

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LEGEND ,
Nov 23, 2019 Nov 23, 2019

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the add photo button is not active
Lightroom version: 3.0 [ 20191017-0835-b386176 ] (Oct 17 2019)
NGL Version: 1.11.0.8
Operating system: Windows 10
OS Version: 10.0 [17763]
Application architecture: x64
System architecture: x64
Computer model: System manufacturer System Product Name / Intel(R) Core(TM) i7-9700K CPU @ 3.60GHz
Logical processor count: 8
Processor speed: 3,6 GHz
Built-in memory: 65451,9 MB
Real memory available to Lightroom: 65451,9 MB
Real memory used by Lightroom: 933,9 MB (1,4%)
Virtual memory used by Lightroom: 1455,3 MB
Memory cache size: 376,7 MB
Internal Camera Raw version: 12.0 [ 321 ]
Maximum thread count used by Camera Raw: 5
Camera Raw SIMD optimization: SSE2,AVX,AVX2
Camera Raw virtual memory: 0MB / 32725MB (0%)
Camera Raw real memory: 0MB / 65451MB (0%)
System DPI setting: 96 DPI
Desktop composition enabled: Yes
Displays: 1) 1920x1200
Input types: Multitouch: No, Integrated touch: No, Integrated pen: No, External touch: No, External pen: No, Keyboard: No

Graphics Processor Info: DirectX: NVIDIA GeForce RTX 2060 (26.21.14.3064) - 6 GB
Graphics Processor Detail: loaded: Yes, supported: Yes, compute: Yes, init: I4_GPU3, hard: success, soft: success, wl: Yes, bl: No
OS Media Capability: true

Application folder: C:\Program Files\Adobe\Adobe Lightroom CC
Settings Folder: C:\Users\dubovik\AppData\Roaming\Adobe\Lightroom CC
Напишите ответ

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LEGEND ,
Feb 05, 2020 Feb 05, 2020

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Hello Rikk,

Everyone's been very patient and helpful but apparently it's quite a complicated bug; I have spent about 4 hours trying to get this fixed with various Adobe reps but everything we've tried from this thread has sadly failed! 

They have referred me to you, I would be very grateful if you could take a look at my case; E-000094843

Best wishes,
Harri

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LEGEND ,
Feb 05, 2020 Feb 05, 2020

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P.S. I have had to submit this from my personal Adobe account, but I am having the issues with my enterprise account - I hope that doesn't confuse things.

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New Here ,
Mar 16, 2020 Mar 16, 2020

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Good morning.


Our school recently purchased a bunch of Adobe Creative Cloud shared device licenses. Every application lets staff and students log in and use it (once installed on the PC) except Lightroom. Lightroom always gives the error below "Access Denied". We can't see why people aren't able to access this application. Is there something different with Lightroom? Is it to do with it wanting to create a folder (based on what Lightroom classic does which does work) or access Document cloud or something like that?

The lightroom errorThe lightroom error

 

Cheers

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LEGEND ,
Jun 24, 2020 Jun 24, 2020

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Hello! I've just downloaded the newest version of Lightroom and this is also an issue for me. I have an Enterprise/Education license and I'm using it on a Mac client. 

Was there ever a solution for the "Add Photos" button being greyed out? When I go to File --> Add Photos, that selection is also greyed out. Any suggestions? Thanks! 

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LEGEND ,
Aug 17, 2020 Aug 17, 2020

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How has this not been solved yet, Adobe? It's been a year since the 'official response'...

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LEGEND ,
Oct 15, 2020 Oct 15, 2020

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Hello! I am still having the same issue with my Enterprise account on a Mac. Any solutions??? I've googled so many forums and cant find anything. Works on my mobile device but not on my Mac.

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LEGEND ,
Nov 07, 2020 Nov 07, 2020

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Dear @Rikk 

I try to find a lot way to do but still not work, any advice for that, because I still can’t add photo

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LEGEND ,
Dec 07, 2020 Dec 07, 2020

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I still have this problem and the support can't help me.

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New Here ,
Mar 24, 2021 Mar 24, 2021

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Add photos is greyed out and doesnt work from the 'Files' tab either.

Two things have changed since I last used the program a couple months ago.

1. I moved all my photos to another hard drive, but I dont know why that would keep me from adding photos.

2. I renewed my subscription after it ran out in February. I have the whole Creative Cloud package offered for students. Photoshop and Illustrator work just fine.

 

Lightroom.jpg

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Mar 25, 2021 Mar 25, 2021

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Hi there,

 

Sorry that Lightroom Desktop shows black interface while accessing the Lightroom Desktop app and adding images.

 

Which version of Lightroom Desktop are you using and what is your computer's operating system version?

 

You can resolve this issue by signing out and then signing in again. 

  1. From the menu bar, choose Help > Sign Out.
  2. Lightroom will now restart. 
  3. Sign in with your Adobe ID again when prompted.

 

If that does not help, would you mind deselecting the option "Use Graphics Processor" located in Lightroom's Preferences > Performance menu, then relaunch the app and let us know if it helps?

 

Thanks,

Akash

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New Here ,
Mar 26, 2021 Mar 26, 2021

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Thank you for the reply! But unfortunately, even after following your guide, Lightroom still does not work.

 

I'm on Windows 10, and using Lightroom version 4.2.

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