5 Replies Latest reply: Oct 16, 2014 7:55 AM by RonRebel RSS

    Why can't I reset my trial like you offered?

    DavisRebekah Community Member
    DavisRebekah Mar 14, 2014 10:17 AM

      I got this email from you stating that you had reset the clock on trial versions - http://view.mail.adobesystems.com/?j=fec716787d61047c&m=fe9d157073640c7e75&ls=fe2215797363 037e731072&l=ff971272&s=fe2315727261077f7d1c78&jb=ff3715737467&ju=fe8f167474600c787d&r=0

       

      There is no update button on the Creative Cloud, and when I try to uninstall and reinstall the creative cloud, it still says my trial has expired. I tried contacting customer support, but they won't help since it's an issue with the trial.

       

      Other people have asked this question on the forum and no one has helped. Why send an offer if you aren't going to back it up?

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        • 1. Re: Why can't I reset my trial like you offered?
          Rajesh15 Adobe Employee
          Rajesh15 Mar 14, 2014 10:58 AM (in response to DavisRebekah)

          Hi Davis,

           

          Please rename opm.db file to opm.db.old.

           

          Win:

          C:\Users\user\AppData\Local\Adobe\OOBE     Please note AppData is a hidden folder if it doesnt show you will have to unhide it.

           

          Mac:

          ~/Library/Application Support/Adobe/OOBE/   Please note its user library so make sure of ~ sign.

           

          Once its done, please open Creative Cloud app and sign in.

           

          It should work.

          • 2. Re: Why can't I reset my trial like you offered?
            Rajshree Employee Hosts
            Rajshree Mar 14, 2014 11:19 AM (in response to DavisRebekah)

            Hi Davis,

             

            Welcome to Adobe Forum,

             

            In addition to what Rajesh mentioned, I would like to add that :

             

            Adobe reset the trial experience for Photoshop, Illustrator, InDesign, and Muse CC only. This reset allows anyone who previously used a trial of these software titles to evaluate the software title for an additional 30 days.

             

            Sign out using the Adobe Creative Cloud Desktop application.

             

            Then, sign back in. If signing out and back in does not resolve the issue, I would suggest you to use the software on a different computer.

             

            The announcement for resetting of the trial was in January, but yes right now it is not working for few of them.

             

            The engineering Team has been informed about it & they are yet to provide any timeframe for the resolution.

             

            As of now the issue is being looked upon & is under investigation.(I have personally escalated cases for investigation)

             

            Regards,

             

            Rajshree

            • 3. Re: Why can't I reset my trial like you offered?
              DavisRebekah Community Member
              DavisRebekah Mar 17, 2014 6:58 AM (in response to Rajesh15)

              I have no idea what this means. How do I do this?? Please be more specific.

              • 4. Re: Why can't I reset my trial like you offered?
                DavisRebekah Community Member
                DavisRebekah Mar 17, 2014 7:05 AM (in response to DavisRebekah)

                Rajesh 15, I don't understand your directions. How do I get to the file that I need to change. Please be specific... I'm a designer, not a programmer.

                 

                Rajshree, yes, I have seen the discussions where you have "escalated" the cases for investigation, but unfortunately, that doesn't help me now. I'm sorry your product you offered isn't working correctly, but I was told by you that I could use the trial for another 30 days, and it isn't working. I only have one computer. I'd like a coupon code or something in the meantime, because I need it now and don't have time to wait for Adobe to fix the issue with the special offer.

                 

                Thank you.

                • 5. Re: Re: Why can't I reset my trial like you offered?
                  RonRebel Community Member
                  RonRebel Oct 16, 2014 7:55 AM (in response to Rajesh15)

                  I did this... can you not reset it anymore?