Adobe Creative Cloud - License Troubleshooting

Introduction

Use this guide to resolve Adobe Creative Cloud (Adobe CC) access problems, including "trial" or "expired license" error messages.

Requirements

• General Requirement: An active license is required to use Adobe CC applications.
• Students:
  • Adobe Acrobat Studio
    • Students are automatically granted access to Adobe Acrobat Studio.
    • For more information on student access, please refer to the Pima Creates page on the Pima website.
  • Adobe Creative Cloud
    • Students enrolled in a course requiring Adobe Creative Cloud are automatically granted a license.
    • If you encounter any license issues or error messages, please Report a Software Problem.
• Staff and Employees:
  • Adobe Acrobat and Creative Cloud: Staff are automatically granted access to both Adobe Acrobat and Adobe Creative Cloud beginning on their start date.
    • If you encounter any license issues or error messages, please Report a Software Problem.

Instructions

Follow each of the steps below to troubleshoot Adobe Create Cloud License Issues:

Step 1: Sign Out and Sign In

Re-authenticating is the most effective solution for resolving license issues.

1. Open the Adobe Creative Cloud desktop application.
2. Click your profile icon located in the top-right corner.
3. Select Sign Out from the dropdown menu.
4. Close all Adobe applications (Photoshop, Illustrator, etc.) and the Creative Cloud desktop app.
5. Restart the Creative Cloud app and Sign In using your Pima email address and password.

Step 2: Check for Multiple Profiles

If your Pima email is linked to both a personal and an institutional account, you must select the correct profile to access the license.

• During Sign In, if a "Select an account" pop-up appears, select "Company or School Account."
  

Step 3: Clear Adobe Cache (Advanced Fix)

If the previous steps fail, corrupted installation or cache files (OOBE folder) may be preventing the license from activating.

1. Close all Adobe applications completely.
2. Delete all files inside the following directory based on your operating system:
   • Windows Path: C:\Users\<your_username>\AppData\Local\Adobe\OOBE
   • macOS Path: ~/Library/Application Support/Adobe/OOBE
3. Restart your computer and sign back into the Creative Cloud app.

Need Help?

If none of the Adobe CC troubleshooting options resolve the issue or you need further assistance, please submit a Report a Software Problem ticket.