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Where is my CC LR5?

Explorer ,
Jul 10, 2013 Jul 10, 2013

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I used LR5 Trial. Decided to pay the extortionate $74 monthly CC subscription, succesfully dowloaded PS and SG. LR5 is reported as installed yet is nowhere to be seen. Tried chat last night, this morning and agian tonight. Agents are never available

Windows 8

i7 oc 3.6gz

12gb

ATi HD 5770

256 ssd

80 ssd

3TB Internal

6TB external

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Adobe Employee ,
Jul 10, 2013 Jul 10, 2013

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Hi

Please try running Adobe Creative Cloud Cleaner Tool and let us know if it fixes your issue or not.

http://www.adobe.com/support/contact/cscleanertool.html

Regards,

Abhijit

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Explorer ,
Jul 10, 2013 Jul 10, 2013

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No, in fact I've now lost Speed Grade as well.

I need Lightroom now. Can I buy ANOTHER copy and install that

www.tonybrown.tv

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Explorer ,
Jul 10, 2013 Jul 10, 2013

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OK, I can't do this now, I have to be up in 4 hours.

This is too expensive and too flawed.

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Adobe Employee ,
Jul 10, 2013 Jul 10, 2013

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Hi,

Could you please provide me you contact details via Private Message so I can call you to assist you on this.

regards,

Abhijit

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Explorer ,
Jul 10, 2013 Jul 10, 2013

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Continue here please

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Explorer ,
Jul 11, 2013 Jul 11, 2013

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So I now have a LR icon, but when I click on it I'm asked to either buy the upgrade or continue trial - which has run out. I've tried deleting the program both via the Creative Cloud cleaner as you suggested and using CCLeaner. Having done that I attempted to re-download the program via the desktop CC manager and from the site.

Same problem

Suggestions please

Also Speed Grade fails to load 50% of attempts. PS works perfectly

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Explorer ,
Jul 12, 2013 Jul 12, 2013

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Hello? Anybody listening? I'm paying you money.........thats two days I'd like refunded please. I've done everything you've asked and you've gone silent. Shall I completely uninstall everything....again? Itsd the only answer you seem to come up with. Chat is again unavailable

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Adobe Employee ,
Jul 12, 2013 Jul 12, 2013

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Whycantiusemyrealname it is difficult to determine what your current status is via this discussion. 

First while you can certainly install the Lightroom trial in order for Lightroom to become licensed for your subscription you need to install through the Creative Cloud application.  It appears you are using Windows 8.  If you run the uninstaller, available in the Programs and Features control panel are you then able to install Lightroom via the Creative Cloud application?

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Explorer ,
Jul 12, 2013 Jul 12, 2013

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Thank you I've tried that. The LR5 trial is what has caused tyhe problems I

think. The trial ended, that was when I had little choice but to subscribe

to CC.

I've also used the Creative Cloud Cleaner. I'm currently online to some

fella in India who is going down his delete this delete that list. An hour

so far, no joy

<Removed by Moderator>

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Explorer ,
Jul 12, 2013 Jul 12, 2013

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here's where we are.....

All representatives are actively assisting other customers. Your estimated

wait time is 0 minute(s) and 50 second(s) or longer. Thank you for your

patience.

You are now chatting with 'Manjunath'

Tony: Cool

Manjunath: Hello. Welcome to Adobe Technical Support.

Manjunath: I have received your query. Please allow me a moment to verify

your account and to review the details of your request.

Tony: Thank you sir

Manjunath: As I understand you are asked to buy the product. Is that

correct?

Manjunath: You are welcome.

Tony: Correct

Manjunath: Thank you.

Manjunath: May I have the order number please?

Tony: what order number

Manjunath: Please login your adobe account and you can find it under My

orders and subscription.

Tony: I can see no order number, it says 11 months until renewal

Manjunath: Okay.

Manjunath: Please wait while I check with your email id.

Manjunath: Okay please launch Lightroom 5 ?

Tony: Asking for serial number

Manjunath: Okay please disable firewall and Anti-virus and try to launch

Tony.

Tony: same, its asking for serialk number

Manjunath: Okay.

Manjunath: In this case please click on directory c.

Tony: ok

Manjunath: Please click on windows folder.

Tony: ok

Manjunath: Please click on System 32 folder now.

Tony: ok

Manjunath: Please click on drivers folder.

Manjunath: And then click on Etc folder.

Tony: ok

Tony: ok

Manjunath: And then click on Etc folder.

Manjunath: Can you see a file called hosts?

Tony: yes. 1kb

Manjunath: Please open it with notepad.

Manjunath: And copy the entire thing in it into this chat.

Tony: # Copyright (c) 1993-2009 Microsoft Corp. # # This is a sample HOSTS

file used by Microsoft TCP/IP for Windows. # # This file contains the

mappings of IP addresses to host names. Each # entry should be kept on an

individual line. The IP address should # be placed in the first column

followed by the corresponding host name. # The IP address and the host name

should be separated by at least one # space. # # Additionally, comments

(such as these) may be inserted on individual # lines or following the

machine name denoted by a '#' symbol. # # For example: # # 102.54.94.97

rhino.acme.com # source server # 38.25.63.10 x.acme.com # x client host #

localhost name resolution is handled within DNS itself. # 127.0.0.1

localhost # ::1 localhost

Manjunath: Thank you.

Manjunath: Please wait for 2-3 minutes while I check on the troubleshooting

steps.

Tony: sure, thanks

Manjunath: You are welcome.

Manjunath: Sorry for the delay Tony.

Manjunath: Thank you for waiting.

Tony: No prob, appreciate the help

Manjunath: Please open c directory.

Tony: ok

Manjunath: Can you find a folder Program files(*86)?

Tony: yes

Manjunath: Please open it.

Tony: ok

Manjunath: click common files.

Tony: ok

Manjunath: Click adobe folder.

Tony: ok

Manjunath: Tony sorry for the wrong information.

Manjunath: Please close it.

Manjunath: Click start.

Tony: closed

Manjunath: On the bottom left.

Tony: windows 8, no styart

Tony: oh that....ok

Manjunath: Please press windows+r together.

Manjunath: Please press windows+r keys together.

Tony: ok in run

Manjunath: Please typein %appdata%

Tony: ok

Manjunath: Did you hit enter?

Tony: takes me to c\users\tony\appdata

Manjunath: After that click on appdata on top.

Tony: ok

Manjunath: Click on local folder.

Tony: ok

Manjunath: Click adobe folder.

Manjunath: Can you find OOBE folder there?

Tony: yes

Manjunath: Please open OOBE folder and delete pcm.db file.

Tony: you mean opm?

Manjunath: Yes.

Manjunath: Sorry Opm.db sorry for the typo.

Tony: it says it open in creative cloud, cannot delete

Manjunath: Please open task manager and close all adobe processes.

Tony: could take a while, there are dozens. Di Leave helper open?

Manjunath: Okay please go ahead I will be online to assist you.

Tony: ok, opm is deleted

Manjunath: Okay now try to launch the application.

Manjunath: And let me know if it works.

Tony: same

Manjunath: Again its asking for the serial number?

Tony: yes

Manjunath: Okay please wait.

Tony: I really need this tonight I have 3000 images to get prepared for 9.am

<Removed by Moderator>

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Adobe Employee ,
Jul 12, 2013 Jul 12, 2013

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Ok then please proceed with the support technician.  If you continue to face difficulties please feel free to post your case number to this discussion thread.

Also can you please turn off your e-mail signature when responding.  I have removed your personal information from the previous two posts but this is a public forum.

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Explorer ,
Jul 12, 2013 Jul 12, 2013

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It didn't work. I've no choice but to buy the license for LR5 and abandon

Speed Grade altogether . Three days of wasted time. So far. Considering I'm

now about $6k down what's another $50?

I will never forgive Adobe for this. The extortionate monthly fee is bad

enough. The choice of one app or all of them is ridiculous. Even more

ridiculous when 2 of the 3 I want don't work. I understand the effort to

stop piracy, but your pricing plans have only ever driven the demand for

the black market higher. You may as well try to ban recreational drugs or

alcohol....oh wait....that didn't work either did it. Just caused more

crime.

Ok, thanks for trying to help Jeff, I'll hand over my money, they've got me

by the plums

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Adobe Employee ,
Jul 12, 2013 Jul 12, 2013

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Whycanisuemyrealname do you have a case number from your interaction which I can review?

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Explorer ,
Jul 12, 2013 Jul 12, 2013

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I wasn't given one Jeff, but here is the entire conversation. It ends with

me restarting and going right back to square one.

You are now chatting with 'Manjunath'

Tony:* *Cool

Manjunath:* *Hello. Welcome to Adobe Technical Support.

Manjunath:* *I have received your query. Please allow me a moment to

verify your account and to review the details of your request.

Tony:* *Thank you sir

Manjunath:* *As I understand you are asked to buy the product. Is that

correct?

Manjunath:* *You are welcome.

Tony:* *Correct

Manjunath:* *Thank you.

Manjunath:* *May I have the order number please?

Tony:* *what order number

Manjunath:* *Please login your adobe account and you can find it under My

orders and subscription.

Tony:* *I can see no order number, it says 11 months until renewal

Manjunath:* *Okay.

Manjunath:* *Please wait while I check with your email id.

Manjunath:* *Okay please launch Lightroom 5 ?

Tony:* *Asking for serial number

Manjunath:* *Okay please disable firewall and Anti-virus and try to

launch Tony.

Tony:* *same, its asking for serialk number

Manjunath:* *Okay.

Manjunath:* *In this case please click on directory c.

Tony:* *ok

Manjunath:* *Please click on windows folder.

Tony:* *ok

Manjunath:* *Please click on System 32 folder now.

Tony:* *ok

Manjunath:* *Please click on drivers folder.

Manjunath:* *And then click on Etc folder.

Tony:* *ok

Tony:* *ok

Manjunath:* *And then click on Etc folder.

Manjunath:* *Can you see a file called hosts?

Tony:* *yes. 1kb

Manjunath:* *Please open it with notepad.

Manjunath:* *And copy the entire thing in it into this chat.

Tony:* *# Copyright (c) 1993-2009 Microsoft Corp. # # This is a sample

HOSTS file used by Microsoft TCP/IP for Windows. # # This file contains the

mappings of IP addresses to host names. Each # entry should be kept on an

individual line. The IP address should # be placed in the first column

followed by the corresponding host name. # The IP address and the host name

should be separated by at least one # space. # # Additionally, comments

(such as these) may be inserted on individual # lines or following the

machine name denoted by a '#' symbol. # # For example: # # 102.54.94.97

rhino.acme.com # source server # 38.25.63.10 x.acme.com # x client host #

localhost name resolution is handled within DNS itself. # 127.0.0.1

localhost # ::1 localhost

Manjunath:* *Thank you.

Manjunath:* *Please wait for 2-3 minutes while I check on the

troubleshooting steps.

Tony:* *sure, thanks

Manjunath:* *You are welcome.

Manjunath:* *Sorry for the delay Tony.

Manjunath:* *Thank you for waiting.

Tony:* *No prob, appreciate the help

Manjunath:* *Please open c directory.

Tony:* *ok

Manjunath:* Can you find a folder Program files(86)?

Tony:* *yes

Manjunath:* *Please open it.

Tony:* *ok

Manjunath:* *click common files.

Tony:* *ok

Manjunath:* *Click adobe folder.

Tony:* *ok

Manjunath:* *Tony sorry for the wrong information.

Manjunath:* *Please close it.

Manjunath:* *Click start.

Tony:* *closed

Manjunath:* *On the bottom left.

Tony:* *windows 8, no styart

Tony:* *oh that....ok

Manjunath:* *Please press windows+r together.

Manjunath:* *Please press windows+r keys together.

Tony:* *ok in run

Manjunath:* *Please typein %appdata%

Tony:* *ok

Manjunath:* *Did you hit enter?

Tony:* *takes me to c\users\tony\appdata

Manjunath:* *After that click on appdata on top.

Tony:* *ok

Manjunath:* *Click on local folder.

Tony:* *ok

Manjunath:* *Click adobe folder.

Manjunath:* *Can you find OOBE folder there?

Tony:* *yes

Manjunath:* *Please open OOBE folder and delete pcm.db file.

Tony:* *you mean opm?

Manjunath:* *Yes.

Manjunath:* *Sorry Opm.db sorry for the typo.

Tony:* *it says it open in creative cloud, cannot delete

Manjunath:* *Please open task manager and close all adobe processes.

Tony:* *could take a while, there are dozens. Di Leave helper open?

Manjunath:* *Okay please go ahead I will be online to assist you.

Tony:* *ok, opm is deleted

Manjunath:* *Okay now try to launch the application.

Manjunath:* *And let me know if it works.

Tony:* *same

Manjunath:* *Again its asking for the serial number?

Tony:* *yes

Manjunath:* *Okay please wait.

Tony:* *I really need this toninght I have 3000 images to get prepared

for 9.am

Manjunath:* *I will be glad to help you with this issue.

Manjunath:* *Please be online for 2-3 minutes while i check on other

troubleshooting steps.

Manjunath:* *May I know the language in your computer.

Tony:* *English

Manjunath:* *Okay thank you.

Manjunath:* *Please wait.

Manjunath:* *Tony please start creative cloud application manager.

Tony:* *ok, but when I click elsewhere it closes

Manjunath:* *Please just open it do not click anywhere.

Tony:* *I have to to respond to you

Manjunath:* *Okay after opening it click on prefrences.

Tony:* *ok, it stayed open

Manjunath:* *Then select the language as international english and apply.

Tony:* *that is what it was already set to

Manjunath:* *Okay.

Manjunath:* *Please wait.

Manjunath:* *Are you on a corporate network.

Tony:* *no, at home

Manjunath:* *Did you download Lightroom from the adobe website?

Tony:* *Cant you just give me a license number so I can start work

Tony:* *yes the original trial was from adobe and then downloaded via CC

Manjunath:* *sorry Tony creative cloud do not ask for the serial number.

Tony:* *yes but my trial version, the one I appear to be stuck with does.

I don't really want to have to pay ANOTHER £50 for a license but I'm

running out of time. This is three days now

Manjunath:* *For confirmation the lightroom that you are using now was

that downloaded as a trial ?.

Manjunath:* *We are sorry for the delay that is happening to you.

Tony:* *Yes, the trial has finished

Tony:* *I cant go back to use 4.4 as I have adjustments already made

using LR5

Manjunath:* *Tony since you have downloaded the trial version CCm is

asking for serial number .

Manjunath:* *Please uninstall it and I will provide you the step to

download it properly.

Tony:* *Ok but I've done this twice already. Hold on

Manjunath:* *Please go ahead and this time it will work for sure.

Tony:* *Uninstalling using CCleaner

Manjunath:* *Okay I will wait please go ahead.

Tony:* *says I have to restart

Tony:* *telling me to restart to finish uninstall. I'm not doing so for

obvious reason

Manjunath:* *Is it asking you to restart your computer?

Tony:* *yes

Manjunath:* *Okay I will provide you the steps please follow the steps I

provide you now after restarting.

Manjunath:* *After the uninstallation.

Manjunath:* *Please login to creative.adobe.com website.

Manjunath:* *And click on download center.

Manjunath:* *And click on download center.

Manjunath:* *And download the Creative Cloud desktop application manager

from there.

Manjunath:* *After that you can find that icon on the system tray.

Manjunath:* *Please open Creative cloud desktop application icon.

Manjunath:* *It will ask you to login please login.

Manjunath:* *And you can find apps tab on the top of the Creative cloud

desktop application.

Manjunath:* *Click on it and download lightroom 5 from there and it will

work without asking for serial number.

Tony:* *this will be the third time I've done exactly this. It always

says Lightroom 5 is already installed

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Explorer ,
Jul 12, 2013 Jul 12, 2013

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If you get any ideas, I'm here all night trying ti catch up

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Explorer ,
Jul 12, 2013 Jul 12, 2013

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My apologies Jeff, there was a case number in an email I received. It

states that the problem was solved which is rather odd as the restart of my

PC required after the uninstall obviously severed the chat link and they

were aware of that.

Number 0184496884

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Adobe Employee ,
Jul 13, 2013 Jul 13, 2013

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Whycantiusemyrealname if I understand correctly you are unable to find a listing for Lightroom, and possibly Speedgrade, within the Adobe Creative Cloud application on Windows 8 is this correct?  This is why you previously installed the Lightroom 5 trial.

Can you please check Creative Cloud AAM lists Applications as "Up to Date" when not installed - http://helpx.adobe.com/creative-cloud/kb/aam-lists-removed-apps-date.html to ensure you have completed all steps listed within the document?  This document has usually allowed other Users to resolve this difficulty.

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Explorer ,
Jul 13, 2013 Jul 13, 2013

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No not exactly

I had PS CS6 on a laptop which was bought from a colleague about 4 months

ago. The laptop went AWOL 5 weeks ago from a studio in London

So that left me with Premiiere Elements 11, PSE 10 and Lightroom 4.4 on my

desktop at home

The subscription here in UK has received extremely bad press due to the

price here v the price in US. So I decided then to download a standalone

trial to LR5 and stick with PSE 10 and Premiere Elements 11

The trial for LR5 expired.

A recent bad experience at a grading session I couldn't attend led to a

conversation about Speed Grade

So, as I couldn't afford to buy PS CS6 again and find a copy of Speed

Grade AND pay the upgrade to LR5.......AND in spite of the cost

controversy, I decided to abandon my principles and my support of my UK

brothers and sisters and subscribe to CC.

PS downloaded ok

SG downloaded ok

LR5 downloaded, installed but when I tried to open it, it said my trial had

expired and I had to buy a license.

On the advice of Adobe I ran Created Cloud Cleaner. Didn't work, in fact it

screwed up SG which now sometimes opens, sometimes doesn't. I uninstalled

everything related to LR5 using Piriform CCleaner.

As advised I downloaded LR5 via the CC desktop app. It again installed, but

again asked me to buy a license

Thursday night - I think - I reworked nearly 1400 images originally tweaked

in LR5, with LR4. Luckily for me LR4.4 runs considerably faster than LR5 in

spite of all the reports that 4 was much slower than 3. However I lost the

account at the presentation, indirectly because of the problem,

specifically through not sleeping for over 50 hours

So, in a nutshell, I've got PS CC but not SG or LR5. I've presently

borrowed a dog of a Mac Book Pro to keep up with other projects which has

LR5 installed.

I look forward to a solution very soon, because this has cost me a fortune

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Adobe Employee ,
Jul 13, 2013 Jul 13, 2013

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Then it would appear that the licensing information is not being written when you are installing Lightroom via the Creative Cloud application.  Before we try reinstalling with more verbose logging can you please check your AMT3.log file located at \Users\[username]\AppData\Local\Temp.

You can find more information at Troubleshoot launch errors using logs | Creative Suite 5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-launch-errors-using-logs.html.

Since your license is being applied through the Creative Cloud application please try signing out and back in after correcting the error message.  If this still does not apply the license then please verify there are no new error messages and remove Lightroom using the Programs and Features control panel.  You will then need to quit the Creative Cloud Application, relaunch it, and then be able to reinstall Photoshop Lightroom.

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Explorer ,
Jul 14, 2013 Jul 14, 2013

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Thanks for that Jeff - what would you like me to do with that file? Steady, I know thats tempting...........but as I'm not an Adobe beta tester (?) maybe somebody who knows what they are doing should take a look. I cant see a way to attach it as a file. I'm sure you dont want it pasted here .........?

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Explorer ,
Jul 19, 2013 Jul 19, 2013

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Its gone very quiet..... I've even allowed Adobe remote access to my machine and they still can't fix it. Adobe do you want this AMT3.log file or not?

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Explorer ,
Jul 19, 2013 Jul 19, 2013

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Just had ANOTHER hour long chat with Adobe India. EXACTLY the same chat as the last two. They AGAIN took contriol of my computer and AGAIN deleted LR5. The AGAIN closed and left the session when they ran out of ideas. This is a disgrace. They don't even have the bottle to stay online and admit they can't fix it. They go down their little checklist and when they get to the bottom they cut you off.

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Explorer ,
Jul 19, 2013 Jul 19, 2013

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What if I cancel my account, bin it, delete everything except my catalogs, remove any reference to Adobe on my drives and open a new account

Would that work? because you are getting NOWHERE and those Indian 'agents' are beyond hopeless. They are like toy dolls, you pull the string and they repeat the same old same old same old. The forum here, the chat agents, every way I turn I get the same suggestions then they vanish when it doesn't work. I'm $6k out of pocket. I'm a proferssional cinematographer and you're making me look stupid. I have recce pictures from Nurburgring that I need to process and present. YOU'RE SHAFTING ME. You stop responding as soon as it gets tough

Adobe UK. I am PAYING YOU for a service. If this is not sorted in 48 hours I will buy the license and sue you in small claims court for the refund AND compensation if i need to. Everybody is sick to death of your attitude to non American clients. You charge more but give less. You outsource tech support to the cheapest option and can't see that they are useless and an embarressment to your name. I give a **** about my work, you should try it sometime.

Tony Brown

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Explorer ,
Jul 19, 2013 Jul 19, 2013

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And ask Santa for a new clock

ll representatives are actively assisting other customers. Your estimated wait time is 6 minute(s) and 19 second(s) or longer. Thank you for your patience.

You are not currently connected to a chat representative.

All representatives are actively assisting other customers. Your estimated wait time is 1 minute(s) and 55 second(s) or longer. Thank you for your patience.

All representatives are actively assisting other customers. Your estimated wait time is 2 minute(s) and 52 second(s) or longer. Thank you for your patience.

All representatives are actively assisting other customers. Your estimated wait time is 1 minute(s) and 55 second(s) or longer. Thank you for your patience.

All representatives are actively assisting other customers. Your estimated wait time is 1 minute(s) and 55 second(s) or longer. Thank you for your patience.

All representatives are actively assisting other customers. Your estimated wait time is 1 minute(s) and 55 second(s) or longer. Thank you for your patience.

All representatives are actively assisting other customers. Your estimated wait time is 1 minute(s) and 55 second(s) or longer. Thank you for your patience.

All representatives are actively assisting other customers. Your estimated wait time is 0 minute(s) and 10 second(s) or longer. Thank you for your patience.

All representatives are actively assisting other customers. Your estimated wait time is 0 minute(s) and 36 second(s) or longer. Thank you for your patience.

All representatives are actively assisting other customers. Your estimated wait time is 0 minute(s) and 36 second(s) or longer. Thank you for your patience.

That so far translates to 1 hour 10 minutes in the queue

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