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I subscribed to Creative Cloud, but it's telling me I'm in Tryout mode

May 11, 2012 12:11 AM

  Latest reply: Jeff A Wright, May 31, 2013 8:24 AM
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  • Currently Being Moderated
    May 12, 2012 8:02 AM   in reply to Jeff A Wright

    Jeff A Wright wrote:

     

    Interesting so if you switch back to German or another language does it then put you back in trial mode?

    Yes, it does.

     
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  • Currently Being Moderated
    May 12, 2012 8:57 AM   in reply to timnld

    Thank you for your response.  I have reported the issue and we will attempt to duplicate it on our side.

     
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    May 12, 2012 9:27 AM   in reply to Jeff A Wright

    I bought a english version of creative cloud but the installation manager installed automaticaly a french version. So, Photoshop asked me for a trial number, ... How can i change the language and install a english version ??

     

    Thanks.

     
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  • Currently Being Moderated
    May 12, 2012 9:32 AM   in reply to thomas.galibert

    Ok I have confirmed that if you are in Europe there is the option to buy English only or Multiple Language version of Creative Cloud.  Please check your order to confirm which you ordered.  If you purchased English only you can adjust the Adobe Application Manager setting by clicking on your Name in the top left hand corner and choosing Preferences.

     

    By default AAM is detecting the language used by your Operating System which is why this additional configuration option is necessary if you purchased the English only version of Creative Cloud.

     

    Thanks to Timnld and KamilRusiecki for their assistance in helping us investigate this issue.

     
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  • Currently Being Moderated
    May 12, 2012 12:38 PM   in reply to Jeff A Wright

    Mr. Wright,

     

    I (wronly) bought ENGLISH only. Is it possible to switch my Account to MULTIPLE LANGUAGE so I can use them in my native language (German)?

     
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    May 12, 2012 12:49 PM   in reply to Andre Prior

    You will want to work directly with our support team.  They should be able to assist you with getting your subscription changed.

     
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    May 12, 2012 1:15 PM   in reply to Jeff A Wright

    How can I reach them? due Timezones Chatting Times are difficult for me and I cant find any support ticket service or email adress. Thanks

     
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  • Currently Being Moderated
    May 12, 2012 1:17 PM   in reply to Andre Prior

    Here's how to get to chat with an agent:

    Go to:

    http://helpx.adobe.com/contact/index.html

     

    Select Creative Cloud as the product. In the section 'What you need help with', select Orders, Refunds, Exchanges.

    Click on Need More Help to see the chat option.

     
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  • Currently Being Moderated
    May 12, 2012 2:22 PM   in reply to MANISH KUMAR

    Thank you. The CHAT WITH AN AGENT is greyed out. There is no button to click on it. only ASK OUR EXPERTS is clickable. Iam using OSX and Safari Brower

     
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  • Currently Being Moderated
    May 12, 2012 2:23 PM   in reply to Andre Prior

    Please use Firefox or Chrome.  I have experienced the same difficulties utilizing Safari.

     
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  • Currently Being Moderated
    Aug 7, 2012 5:32 PM   in reply to Gautham K

    Where do you find the "License this software" option? I was using the software fine over the last few days and I am suddenly getting this Trail mode screen for all apps. I downloaded the software from Creative Cloud. It was working and not it is all in Trial mode. Does anyone have an answer?

     

    I tried the tech support chat but kept getting knocked off. I am starting to think signing up for the Cloud package was a bad idea

     
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    Aug 7, 2012 5:42 PM   in reply to iamxande

    I waited until app were installed and even used them with no problem for a few days. This just happened all of a sudden today.

     
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    Aug 8, 2012 9:33 AM   in reply to pixpusher

    The License the Software option should be available to you if the software is opening in trial mode.  What happens when you try to open one of Creative Cloud applications?

     
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  • Currently Being Moderated
    Sep 6, 2012 7:30 AM   in reply to Jeff A Wright

    Hi,

    Please check if the language settings of your computer and the language of the adobe apps are same. if the language is diffrent please try the following steps:

    1. uninstalled all the Creative cloud programs.

    2. Clear the browser history

    3. Put the language in the adobe Application manager to English (international) and install it

    4. Restart computer.

    4. Check if install manager was still English (international) , yes.

    5. Installed apps one by one. And checked one by one.

     

    if language is same as your OS please try the following:

    I dont know which operating system you are working on so i am giving you some steps windows and MAC OS:

     

    Windows:

    In windows 7 navigate to following location:

    /windows/system32/drivers/etc

    1. look out for "Hosts" file

    2. Open it with notepad

    3. Check if you have any entry for Adobe

    4. Remove the entries and try again launching any product from CS6

    On Windows XP navigate to following location:

    \windows\system32\drivers\etc

    1. look out for "Hosts" file

    2. Open it with notepad

    3. Check if you have any entry for Adobe

    4. Remove the entries and try again launching any product from CS6

    Mac:

    1. Please click on "Go" and navigate to /private/etc

    2. Open "hosts" file and check out for any entries for Adobe.com

    3. Remove the entries and save the file

    4.  try again launching any product from CS6

    Thanks

     

     

     

    Kapil Malik

     
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  • Currently Being Moderated
    Dec 28, 2012 12:15 PM   in reply to Kapil Malik

    I've seen many different discussions about this problem and many possible solutions, some work for some people, others don't, so maybe the problem isn't exactly the same. I'm writing here because my case may be language related.

     

    Yesterday I uninstalled all Adobe CS3 applications and celaned my computer from anything Adobe (except AIR and the IE Flash plugin) using the CS cleanup tool, CCleaner and manually editing the registry (Windows 7 Professional) and deleting orphan files. That took several hours.

     

    Today I subscribed to Creative Cloud (confirmed in my Adobe account, all available languages). I'm in Spain and I want to use my software in English, so I selected English (North America)language in the Application manager when it installed. The Application manager is in Spanish, like my OS. I purchased the multi-language Creative Cloud option because I wanted to be able to install English or Spanish.

     

    I began downloading and installing a few CS6 applications and they seemed to work fine, in English. Then I saw updates available and I downloaded and installed them as well.

     

    After a while of changing settings and restarting the applications to see if they were applied, they suddenly began showing the "Sign in Required" for trial software window, so I quit every time.

     

    The Hosts file you mentioned has no entry for Adobe or any other IP.

     

    If I change the language in the Application Manager to International English or to Spanish, the applications appear as not downloaded. I want to use them in North American English, so that is what I installed.

     

    What's wrong? How can I get this to work? I've spent all day just installing and troubleshooting.

     
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  • Currently Being Moderated
    Dec 31, 2012 5:27 AM   in reply to Harryscopic

    My only hope was talking with Tech support, but that actually didn't help either. It might have, but didn't need to. Here is what happened:

     

    Yesterday, afer using all Creative Cloud (Photoshop, Illustrator, InDesign) pretty much daily for many months, suddenly I get the 'your trial has expired'. Following instructions here to confirm languages, permissions, global security certificate, Adobe Application Manager update, etc., nothing worked. Reboot multiple times, nothing worked. Oddly, versions on my laptop were connecting and working fine.

     

    Following instructions here to 'click license the software..enter your Apple ID' also didn't work. Only option I then got was to actually enter a license number.

     

    I thought Customer Service would help. First call, wait approx min, explain the situation to someone by online chat, told 'hold while I look into this' and then I get cut off. Call back, explain the situation again (note to Customer Service, when I send my issue with all the details of my Adobe ID, my product order number, etc., please don't ask me right away 'please tell me your Adobe ID and product number' etc., please read what I already just entered). After a long conversation that went nowhere, I was told that this was not a customer service issue, please call back to Tech department M-F (I was calling on the weekend). So here I am unable to work on my home office computer because no one can help me at all on a weekend. Are you kidding me?

     

    So I consider redownloading my cloud apps, because my membership is still active, I've confirmed that, but thought it might screw things up, I wasn't sure. Decided to leave exactly as is and wait until Monday. Very bad for my work hours.

     

    Monday I call Tech with the number I"m given, follow prompts to get to the cloud installation issues, then here 'there was a problem connecting you to a representative' and it hangs up on me. Did it again. And again. And again. So I call and randomly hit a different prompt, I couldn't care less, just get me someone. This person asks the problem, asks to verify the Mac OSX version, and as we are speaking the program launches fine.

     

    I say 'you fixed it' what did you do? He said nothing yet. And his explanation? "Sometimes it's a connectivity issue." Really? That's it? A random, three days of trying "connectivity issue"? A "connectivity issue" on m desktop but not my laptop, both same versions of MAC, both same setup, both same network. Three days of trying and suddenly it launches and the only explanation from tech support is to randomly try relaunching. How many times do  you think? This was about time number 30.

     

    Wow, seriously. There has to be a better explanation, a better process, a better understanding of what is going on. A better tech number would help too.

     

    Needless to say I thanked him for magically fixing the issue without, admittedly on his part, doing anything. And thanked him for the explanation (in good humour on our parts) that this was a hit and miss solution.

     

    He did say, though, one option would have been for me to download it all over again (reinstall the products from the cloud). That seemed even more chance-y to me, and way too much time consumed for something that shouldn't require a 'give this a try...maybe this...or just keep launching and it may magically appear for some reason." Really? What happened to Adobe I used to know and like so well.

     
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  • Currently Being Moderated
    Dec 31, 2012 7:42 AM   in reply to docstw

    Update to my previous post: the next day, the applications were running OK.

     

    I'm sorry that I can't explain why or how, but suddenly I could open Bridge while I had the "Sign in Required" for trial software window for some other CS6 application. Instead of quitting on that window, I continued as if I had a trial and signed in, clicked on "License This Product" and after I closed everything peace was restored in my installation.

     

    I think in my case it wasn't a language issue after all. Good luck!

     
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  • Currently Being Moderated
    Calculating status...
    Dec 31, 2012 8:49 AM   in reply to docstw

    I've had Creative Cloud active (through a yearly subscription) for a little over 2 months. I've mainly been using CS6 PhotoShop and Illustrator and InDesign. Yesterday, for the firt time, when starting up PhotoShop, I got the same thing being described here: I'm being asked to either:

     

    1. Join Creative Cloud
    2. License This Software
    3. Continue Trial

     

    PhotoShop Trial.png

     

    I chatted with an Adobe rep yesterday, but was told there was no expert available to help and I should try again later.

     

    Obviously something is going on at the Adobe server end of things. What I've found is that I can continue using my apps if I use the Continue Trial option. I'll keep doing this until Adobe fixes this problem that they seem relatively clueless about currently. Maybe it's intemittent. Maybe it's based on something I need to do on my end, but wasting time trying radom uninstall and reinstall fixes is not worth it to me. At least not yet.

     

    Does someone at Adobe look at these forums?

     
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  • Currently Being Moderated
    Dec 31, 2012 9:12 AM   in reply to cyberfactotum

    Cyberfactotum this is quite an old message thread but what happens when you choose License This Software?  You should be able to enter the Adobe ID tied to your Creative Cloud subscription?

     
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  • Currently Being Moderated
    Dec 31, 2012 9:18 AM   in reply to cyberfactotum

    I just chatted with a rep who told me to click the License This Software button on the prompt I show above. Yesterday when I did that, after I signed in with my Adobe ID, I was then asked for my PhotoShop serial number, which of course doesn't exist for Creative Cloud subscribers. But today, somehow I was again "activated", even those my subscription was already active before. Go firgure. In any case, all is good now.

     
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  • Currently Being Moderated
    Dec 31, 2012 10:00 AM   in reply to cyberfactotum

    Ok if you get prompts in the future to enter your serial number please work with our support team directly.  To much personal information would need to be exchanged to verify your account status in a public forum.

     

    This prompt could come up however if for some reason the subscription was not applied properly to your account.

     
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  • Currently Being Moderated
    Dec 31, 2012 10:07 AM   in reply to Jeff A Wright

    You're wrong. I'm an Adobe cxustomer. In the middle of impoirtant work, I couldn't use the program I paid for. I did try working with your suppiort team driectly, after waiting .r hr for the chat person to get to me in uyour queue. After 15 minutes, your team told me there were no experts available. Hence, I came to this forum today. I don't care how old this thread is. I'm sure there are others experiemncing this same problem. Why would it arise for me after over 2 months of use of Creative Cloud with no problems.

     

    A forum is a place where those like me can discuss and try to fix problems when your vainted team is either unavailable or unable to help. We don't use your programs at your whim. Sometimes your team is clueless or unavailable. Hence these forums. You need to reexamine your answers from the point of view of your customers, not from your corporate point of view.

     

    I'm sure you won't agree with me, but I bet other users might tend to.

     
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  • Currently Being Moderated
    Dec 31, 2012 10:22 AM   in reply to cyberfactotum

    Cyberfactotum I am sorry you experiencing difficulties contacting our support team.  I believe we have experienced a high number of users contacting us due to the holiday season.  I know in the download, installation, and setting up forum the volume of inquiries has tripled for the last two weeks.

     

    If you can provide me with a case number I would be happy to review your interactions with our support team.

     
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  • Currently Being Moderated
    Dec 31, 2012 10:48 AM   in reply to Jeff A Wright

    There is nothing left to fix. I was simply commenting on your 12/31 post at 10 a.m.where you stated: "...please work with our support team directly." I was saying I had tried that to no avail yesterday, After I posted my first reply to this thread today, I again contacted your team. This time the thing I had tried yesterday that didn't work, now did work. This probably had little to do with your team, unless today they  did something on your server end that they weren't able to yesterday. So if you're saying that we should again and again contact your team to do whatever they did on your server end, even though the previous team member for some lame reason couldn't, I guess that's a take away message that might be useful. It begs some question however, however: why couldn't they do it yesterday, and what exactly are they doing (resetting something?)?

     

    Nothing more needs to be done on my end. However, I suggest some sort of understanding of your customers needs more work on your end. More transparency might help.

     

    I'm done here. No need to reply to me agian.

     
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  • Currently Being Moderated
    Dec 31, 2012 11:38 AM   in reply to cyberfactotum

    I am having the same problem and am in tears over it.  I won't belabor the particulars, but it was critical for me to finish a project today and get it out the door (email it), which would have happened if my software was working, and the result will likely cost me the job (i.e., the job will be awarded to someone else). 

     
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  • Currently Being Moderated
    Dec 31, 2012 11:46 AM   in reply to Maryal

    Maryal I am sorry you have faced difficulties with your subscription as well.  If you have tried the steps offered in this thread the please contact our support team so they can evaluate your subscription status.  For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6.  Our chat representatives can provide a personalized experience to resolve the issue you have described.

     
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  • Currently Being Moderated
    Mar 13, 2013 7:02 AM   in reply to Gautham K

    Didn't work for me. Probably because I never received a mail from Adobe with a serial code.

     
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  • Currently Being Moderated
    Mar 13, 2013 8:37 AM   in reply to joeri26

    Joeri26 Creative Cloud subscribers do not receive serial numbers.  Please review this thread in detail as something is not allowing the Adobe Application Manager to communicate with Adobe.  This is why your subscription is not being seen and you are asked for a serial number.

     
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  • Currently Being Moderated
    Mar 13, 2013 9:50 AM   in reply to Jeff A Wright

    Well, I've reviewed this thread in detail. Tried some of the suggestions. Nothing seems to work. 2Gb of online storage and trial versions of all the apps. I need "something" to communicate with Adobe to get my subscription up and running. Mind you, I'm a paying for this.

    I'm seeing posts where people are mentioning a welcoming mail. I haven't received one of those either. Could it be that an activation mail still needs to come my way? I've purchased Creative Cloud more than 24 hours ago.

     
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    Mar 13, 2013 10:13 AM   in reply to joeri26

    Joeri26 the welcome e-mails are no longer sent out which is why you have not received one.  If you have completed the steps in this discussion thread then I would recommend either contacting our support team at http://adobe.ly/yxj0t6 or possibly opening a new discussion threads with the exact specifics of your situation.

     
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    Mar 13, 2013 11:04 AM   in reply to joeri26

    @joeri26 - Are you signed up under a different Adobe ID than the one you are posting with here? The Adobe ID you are using for posting here is a free/trial account. You can reply to me at kenrice@adobe.com since I do not want you sharing your email address in a public forum.

     
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    Mar 15, 2013 4:01 PM   in reply to Gautham K

    I´m also having this problem with premier and after efects. Photoshop and Muse are ok. i have OSX 10.8.2. I have done every step but didn´t have the problem solve.

     
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    May 30, 2013 10:29 PM   in reply to Ken G. Rice

    I'm also having this problem.  I finshed off the trial version of After effects six.  Bought the yearly subscription.  Then I cleaned off all remnants of the earlier program install.  And brought AE in through the applicaiton manager.  Even when I sign in it asks me for a serial number.  please help

     
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    May 31, 2013 8:24 AM   in reply to dunbar2222

    Dunbar2222 please see Sign in or activation errors | CS6, CS5.5 Subscriptions, CS6 Perpetual - http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-i ssues.html to resolve your network configuration difficulties.  If you are being prompted to enter a serial number then this is due to the Adobe Application Manager being unable to contact the Adobe activation servers.

     
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