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problem with creative cloud and lr4.1

Jun 30, 2012 5:40 AM

Tags: #creative_cloud #registration

Hi...

I have been a member of the Creative Cloud since day one (sometime in May). About a month ago I downloaded the trial version of LR 4.1. Four or 5 days ago, LR became part of Creative Cloud. At that time, I de-installed the trial version and installed LR4.1 via the Creative Cloud, no problem. Today as I opened LR, I received a message that says I have one day left on my trial! I have no idea what to do...I cannot find a way to activate the program via the Cloud.

Please help...only one day left in the trial! Thanks!

3076 Views 23 Replies Latest reply: Brett N, Aug 6, 2012 6:53 PM

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1. Victoria Bampton,

Jun 30, 2012 11:29 AM in reply to BTJ

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Your best bet is to try the chat support at http://adobe.ly/yxj0t6

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2. BTJ,

Jul 1, 2012 4:07 AM in reply to Victoria Bampton

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Thanks Victoria. Did that already...."not a sales problem, call technical on Monday." Great support!

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3. Victoria Bampton,

Jul 1, 2012 12:45 PM in reply to BTJ

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Sorry BTJ! Is it still alive today?

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4. BTJ,

Jul 1, 2012 1:04 PM in reply to Victoria Bampton

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Hi Victoria, thanks for your concern. Turns out it had 3 days to go yesterday, not 1. Today it worked well and did not give me the message. We'll call Adobe tomorrow before we run into trouble.

Still not happy about Adobe not having tech help (even chat) on the weekend.

Still loving your book...it has answered so many of my questions!

Regards...
Warren

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5. Victoria Bampton,

Jul 1, 2012 1:17 PM in reply to BTJ

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Oh that's good news! Let me know what the solution is, won't you.

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6. BTJ,

Jul 2, 2012 7:41 AM in reply to Victoria Bampton

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HI Victoria...

Called support this morning and they couldn't solve the problem. They had us deinstall/resinstall...same result. It has been "upgraded." Only problem is that the trial version will run out sometime today. Not a happy camper.

Here's the weird thing...I had the trial version on my computer, my wife did not. We both installed via the Creative Cloud application manager and we both got the trial version. Makes no sense at all.

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7. Victoria Bampton,

Jul 2, 2012 8:18 AM in reply to BTJ

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Are you Mac or PC? Did you use previous LR versions? I'm wondering if it's picking up older serial numbers and thinking you want to upgrade.

(As a very temporary workaround, turning back your computers clock *may* help keep it running as a trial until we figure out what's going on.)

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8. BTJ,

Jul 5, 2012 11:49 AM in reply to Victoria Bampton

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Hi Victoria...

No resolution yet. I'm getting some of the worst technical support I have ever received. The only good news is that even though the days left in the trial is saying zero, the program is still working, so somehow the cloud is over-ruling the trial version.

Technical ("escalated") has made 2 promises to call and didn't both times. This morning we received an email telling us to try something, which didn't work. We emailed them back and now we're waiting for another call (hopefully). Really shameful!!!

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9. BTJ,

Jul 5, 2012 2:21 PM in reply to BTJ

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Update...Adobe finally called me. Couldn't solve the problem and they're escalating my case even more! They're not sure, but they think this could be a problem with the Creative Cloud activation and it is possible that more people have this problem than they realize...only the people don't know it because the registration window is now "behind" the program and does not popup each time the program is opened.

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10. Victoria Bampton,

Jul 6, 2012 1:43 AM in reply to BTJ

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I'm really pleased they're following it up BTJ. I tried to switch my (licensed) version to a Creative Cloud registration, and couldn't get that to work either, so they're probably right. At least it's still working.

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11. Gene McCullagh,

Jul 6, 2012 1:43 PM in reply to BTJ

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The trial software issue is becoming a recurring problem with cloud apps. The Creative Cloud appears to be having some intermittent difficulties keeping track of trial vs subscription. Other users have reported that clicking through to the software has no impact on the ability to use it. Sometimes it goes away and returns. sometimes it doesn't. I even had a conversation with a user who was being told they had -1 days left on the trial.

This is on Adobe's radar and should be fixed shortly (I hope). So, don't worry. You are alone. If your copy of LR does stop functioning let tech support know immediately. This is definitely a glitch.

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12. BTJ,

Jul 7, 2012 9:55 AM in reply to Gene McCullagh

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Gene, it may be on Adobe's radar, but I have spoken to 3 Adobe reps (including an "escalated" rep) this week and no one knew about the problem.

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13. David__B,

Jul 11, 2012 11:32 AM in reply to BTJ

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We just released an update to Adobe Application Manager that addresses the issue with Creative Cloud products reverting to trial, you might install the updated version of AAM and see if it resolves the issue for you.

CS6 applications in Creative Cloud unexpectedly revert to trial mode
http://helpx.adobe.com/creative-suite/kb/trial--1-launch.html

-Dave

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14. BTJ,

Jul 11, 2012 1:03 PM in reply to David__B

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Dave, I installed the lastest Application Manager, de-installed LR 4.1, re-installed LR 4.1 (with new AppManager)...same result!!!! Trial version!!!!!!!!!!!!!!!!!

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15. David__B,

Jul 11, 2012 6:00 PM in reply to BTJ

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Thanks for testing that. I was hoping it would be the solution for you. A couple questions.

- Do you still get the trial screen if you launch LR 4.1 by going to its shortcut in the start menu and right-clicking on it and choosing "Run as Administrator"?
- Do you use any Anti-virus or Firewall software on your computer? if so which one?
- It would be a good idea to collect some log files from the temp directory on your system, oobelig.log and PDApp.log. Please press/hold the Window key on your keyboard (typically between Ctrl & Alt on left side of the spacebar) and press R to bring up the Run prompt, type %temp% in the field and click OK. These two files should be in that directory and have been created when you reinstalled the products. If you could move them to the desktop in order to attach them to the case for assisting our technical support department.

-Dave

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16. BTJ,

Jul 12, 2012 3:17 AM in reply to David__B

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Hi Dave...

It's not that I'm getting a popup "trial" screen every time I open the program. That is not happening. After I open the program and go to the help menu instead of seeing activate/deactivate similar to the other cloud programs, I'm seeing "Lightroom Registration." When I click on that, the trial popup then appears and tells me I have no days left in my trial (though the program is still working!). Also, I've been told that the registration number showing is my trial registration.

I am using Norton 2012. Dave, I've installed the other programs in the Creative Cloud with Norton activated...with no problem.

I'll send tech support the logs you asked for later today.

Thank you for your help...
Warren

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17. BTJ,

Jul 12, 2012 3:44 AM in reply to BTJ

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Dave...

I just sent the files you asked for.

Running as an administrator did not change anything.

Warren

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18. David__B,

Jul 12, 2012 10:10 AM in reply to BTJ

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Warren,

Thanks for the additional information and collecting the log files. Licensing in Lightroom works differently than other CS6 programs and its normal that "Lightroom Registration" would appear instead of "Activate" or "Deactivate". The registration option will make it so Lightroom is included is the listed of programs you have registered with your Adobe ID. You should only need to complete the registration process once. Support should be able to register the product to your Adobe ID as well. Does the trial screen still appear if you don't click on the registration option?

Thanks for testing the Run as Administator too.

-Dave

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19. BTJ,

Jul 12, 2012 11:14 AM in reply to David__B

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HI Dave...

Thank you for your help. I checked My Adobe and LR4 is registered separately from CC (I don't understand why!). Also, the registration number of LR4 begins with 1160 which I was told by the first Adobe rep I spoke to, is a TRIAL serial number, not a registered serial number. Now perhaps, the Adobe rep was wrong telling this...I do not know. Lastly, I do not understand why, on the "Buy or Try" registration screen of LR, the option to click "Welcome to Adobe LR. I have a serial number and want to license Lightroom" is selected (I have already registered!). It also has second option... a "greyed out" button that says "I want to try LR (0 days remaining).

Dave, from a user viewpoint it looks like one day I will open the program and it will not be working. Bottom line: these registration screens should not be there and I'm finding it hard to believe that this is right.

(The registration screen does not appear unless I click "Lightroom Registration" under the "Help" Menu)

Regards...
Warren

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20. David__B,

Jul 12, 2012 12:40 PM in reply to BTJ

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Hey Warren,

Its normal that Lightroom 4 appears registered separately. This is because the licensing for this product works a little different than the others. The serial number starting with 1160 is typical as well. I checked the serial number you have associated with your account and it is valid and appears normal. I think the agent you spoke with was just mistaken.

The way it should work is after installing Lightroom through the Adobe Application Manager you should be done. When you launch Lightroom it should just open and you should be all set.

If I go to the Help > Registration in LR on my Windows 7 x64 system I get the following window. If I fill it in and click the Finish button it goes away and I'm just back in the program, no prompts for a serial number or screen saying 0 days remaining, etc. Could you post a screen shot of where it goes different for you?

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21. BTJ,

Jul 13, 2012 5:50 AM in reply to David__B

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Hi Dave...

Here is a screenshot of the page I still see AFTER my successful registration. It does not popup...it is only appears when I click Help/Registration. IMHO, this screen should not be there.

The program is working and if you say everything is ok, I will drop the issue.

Thank you for your help...
Warren

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22. David__B,

Jul 16, 2012 5:05 PM in reply to BTJ

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Thanks Warren,

I'm not able to see the screen shot, is it possible to try posting it again? It doesn't sound like the behavior you are experiencing is not normal but if it only happens when going to Help > Registration then its probably not going to affect much. Does everything else with Lightroom seem to be working okay?

Best,

Dave

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23. Brett N,

Aug 6, 2012 6:53 PM in reply to David__B

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Likely Warren is responding to the email about this post being updated, attaching the image to the email.

Warren, in order to post a screen shot, you have to come to this website and use the Camera button at the top of the reply window.

Looking at David's Registration Window above, on the left hand column you can see where it says "License". Do you have a green checkmark next to it like he does? If not, then your serial number isn't accepted. If you do, then your product is fully licensed.

If you are only seeing a message about the trial when coming into this window, then stop going to the Lightroom Registration window. There isn't anything for you to do from here, your product is already registered as part of your subscription.

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