Lightroom/Photoshop: Can’t activate on second computer

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  • Updated 4 months ago
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I have a student and teach subscription, and no matter what I do, I cannot activate Creative Cloud or any of my apps on my second computer. I have tried signing in and signing out, reinstalling creative cloud and relevant apps, logging in and out of my account on web, and nothing works. I’ve also used the adobe hosts tool and adobe clean up tool. My account shows the plan as only activated on one computer (my iMac), so it is not because it is already loaded elsewhere. (And I have now deleted that as an activated computer - it’s is dying so can’t use it) I did try going through chat support, but was referred off to someone else when the initial person couldn't resolve, but after waiting 2 hours on chat gave up waiting because have work to do. I previously had the photography plan on both computers without a problem, but since changing the plan to the current plan, I cannot activate on my laptop. This is particularly frustrating because my iMac seems be dying, so I can't use any of the apps at the moment on there, and my laptop is my only alternative. I have 1000s of photos I haven’t been able to edit for weeks now. I know this isn’t exactly the right forum but I have posted on public forums and received no answers. I’m getting desperate! I would be very grateful for any thoughts
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Kerin Forstmanis

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Posted 4 months ago

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Nathan Smith

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CALL Adobe. I’ve always found them to be very friendly and they can often have things resolved within a few minutes over the phone.
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Kerin Forstmanis

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Problem is telephone support is only 9-5 here and I can’t sit on phone for hours at work, and affected computers are at home. Tried chat on weekend and while quick initially when I was referred off, was ‘on hold’ for two hours and I had to break off .
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Monty

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How many devices can one subscription of LRCC be installed?

THanks
Monty
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Carlos Cardona

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Sounds like an issue with your account on the Adobe authentication servers, not on your computer. I used to manage a large studio, 10 photographers, and this issue was not uncommon. I would have to go to our CC account page, then delete the user, then recreate them. You may not be able to do that, but Adobe can, so follow Nathan's advice!
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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What is the specific error you're getting?
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Kerin Forstmanis

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No error messages, each time I launch CC it will show a tick next to the installed apps for a few seconds and then revert to “start trial” or “buy now”. It has got worse in trying to fix it. If I try and launch Photoshop, the application Manager pops up and ask me to sign in, I do so, it accepts login but when I press continue it just restarts the application manager not Photoshop. If I look on web account it now doesn’t show any activated computers. Credit card details are all fine. Interesting thought it may be account details on Adobe servers. It certainly seems I can’t fix from my end
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I've asked someone from support to contact you directly to assist with activation.
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Don Dement

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I have a similar problem that Adobe could fix quickly. I've added a new laptop for tutoring students, so now have three: a desktop, my classroom laptop and the new one. I've been using the Photog Plan for two years, but I have just opened a faculty account. Payments have been made to both accounts and both appear on the installer.

I want to reassign my primary desktop and my primary laptop to the faculty account for access to the complete suite, and the new one to the existing standard Photog Plan for just Lightroom.

But I can't tell how to make each computer activation apply by its name to the account of choice. I've tried for several hours, and have no online response from Adobe. I'm reluctant to use up hours of phone waiting without expectation of real help.

What do you suggest? I need the primary laptop for class right away. Thanks for a suggestion or a responsive phone number. DKD
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Don,

Are the two memberships on two different email addresses? If so, just sign out from every computer, then sign in on the two older computers with the email address that the All apps is on, and sign in to the new computer with the email address that the Photography plan is on. 
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Don Dement

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Jeff, thanks for the quick reply, and I have since tried all that you suggested. I've signed out of all, then signed back in using the desktop and the new computer, and they both are activated. But when I then try to sign in my old laptop on an "enterprise account" -- the Adobe sign-in screen prompts that -- and then enter the faculty email address I used when I bought the "All" access, I don't have a usable password. Both my Adobe and faculty email passwords are rejected. What password is expected? the window doesn't give a hint.

So, I tried to get a password for the faculty email address using "forgot password" from your sign-in window. Earlier, I remember the "forgot password" message said it would send an email for the reset procedure, but I never got one despite checking both email boxes countless times for two days. Now, things are different: when I try "forgot password" the web response ("oobe.adobe.com/?device...") freezes with a blank page.

More confusing: the "All" account access bought in the faculty account works fine now on both computers, when I use my Photog Plan sign-in email and password.

You asked if the two accounts are on different email addresses. I understand that there cannot be three computers on the same email address with the same password, but how about changing just the password? Does that provide Adobe with a different user so that I can use that "All" account properly - which is my present but failing effort?

I would try that or another path if you suggest, but now I'm getting the blank page on "forgot password." Perhaps Adobe is blocking numerous password attempts?

I've no plan left by which to succeed with this, and worn out trying. The goal is still to (1) activate the desktop and my old laptop for "All" access using the faculty account, and (2) activate the new laptop on the "Photog Plan."

TIA - DKD
(Edited)
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hey Don, Looks like you have both a Photoshop Photography Plan and a CC All Apps Student Teacher membership on the same email address you're using to post on this forum. Unfortunately, that won't work to allow you to activate on more than two computers. I'll email you to figure out how we'll untangle this.
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Kerin Forstmanis

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Hi Jeffrey, just wanted to let you know that I sorted out the activation problem. I didn’t hear directly from the person you referred it to, but I did get a very helpful person through Adobe online chat. I am not sure what the problem was in the end but through remote access they force quit several actions in the activity manager, deleted som stuff in the libraries folder, and reinstalled the AAM. All working now! I have a separate issue that my iMac appears to be dying but at least I can now still work on my laptop