4 Replies Latest reply: Mar 28, 2014 8:07 AM by Off.line RSS

    Help requested:  Missing CC extension purchased in CS6

    Off.line Community Member
    Off.line Nov 2, 2013 10:58 AM

      I licensed an extension on May 18, 2013 (Double USM) through Adobe Exchange.  Even though the vendor has upgraded his software to work with CC, it doesn't show up under "My Stuff".

       

      I shouldn't have to purchase it again —  this should be in a database linked to my account (somewhere on Adobe's systems, I imagine).

       

      How can I get this fixed?  To whom should I send a copy of the order?

        • 1. Re: Help requested:  Missing CC extension purchased in CS6
          fgregor Adobe Employee
          fgregor Nov 4, 2013 3:46 AM (in response to Off.line)

          Hi Off.line,

           

          Thanks for getting in touch and sorry you're having problems.

           

          Just so that I can track down your particular purchase record, could you please email me a copy of your order if you have it available? (fgregor at adobe dot com) Alternatively, please just email me with the email address you used to purchase it along with an approximate time of day.

           

          Just to clarify - can you confirm that you are using Photoshop CC, and you are logged-in to the Adobe Exchange panel with the same email address that you used previously? If so, please tell me the exact version of Photoshop you're using (Photoshop -> About Photoshop) and whether you're on Mac or Windows. Finally, are you still able to see the product in My Stuff in Photoshop CS6?

           

          Thanks for your patience.

           

          Best wishes,

          Fraser

          • 2. Re: Help requested:  Missing CC extension purchased in CS6
            Patrick Barca Community Member
            Patrick Barca Mar 28, 2014 6:52 AM (in response to fgregor)

            I've the same problem in PS CC x64 since the last update. There's no extensions working anymore. They don't load: Guideguide, CSSHAT and everything else... they are all up-to-date: Reinstalling didn't solve the problem.

            • 3. Re: Help requested:  Missing CC extension purchased in CS6
              lesavage Adobe Employee
              lesavage Mar 28, 2014 6:57 AM (in response to Patrick Barca)

              Patrick,

               

              Please see entry above and send the required information to Fraser by Email.

               

              Thanks,

              Lea

              • 4. Re: Help requested:  Missing CC extension purchased in CS6
                Off.line Community Member
                Off.line Mar 28, 2014 8:07 AM (in response to Off.line)

                I'd like to follow up on m y original posting.

                 

                I spoke with the author who told me there were problems caused by Adobe's software (and some are still unresolved) when software was to be moved from the older exchange to the new in-program exchange.

                 

                He sent me an installer to run manually.  Everything is now fine regarding functionality.  But I still don't see the software on my paid list so someone still has some work to do.