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Webstore, Adobe Creative Cloud- Troubleshooting issues with installations and licensing

Overview

This article provides explanations and links to basic and advanced troubleshooting steps when encountering problems using the Adobe Creative Cloud University Enterprise license.

Who this applies to:

  • All University Enterprise Adobe Creative Cloud users with Windows or Mac Computers

Overview:

The University of Illinois Adobe Enterprise plan is licensed using the Named User model, otherwise referred to as a continuous or subscription-based licensing. Using Adobe apps with the University of Illinois Enterprise account requires signing in to Adobe with the University of Illinois 2 factor authentication, a valid school email address and an active annual subscription from the WebStore. Common Adobe errors are caused by improper login procedures, or applications that are out of date. Adobe does not require users to sign out of their account often. When it does happen, it is often caused by some change either on the back end admin side of Adobe or the user's system environment.

The Creative Cloud Desktop app controls and manages the sign-in process and is installed with any application that is downloaded to a user’s computer. Therefore, if you are experiencing issues with an Adobe program, look at Creative Cloud desktop that runs as a background process. The Creative Cloud Desktop mirrors the same settings that customers will encounter when they login to their Adobe account. Apps can be downloaded and installed directly from Adobe using the Applications menu. If the Apps panel displays a blank screen with the message "You don't have access to manage apps", you should look for your apps in the Software Center instead.

The Adobe Creative Cloud Desktop is also designed to manage the other apps in the Adobe CC Suite. When things aren't working, it may be necessary to start over and reinstall this application. The app can be difficult to completely remove from the computer. Therefore, refer to the Adobe instructions before uninstalling the CC Desktop app. The Adobe Acrobat Pro application is also part of the Creative Cloud Suite. If you are experiencing a persistent error with Adobe Acrobat, please refer to these instructions for removing and reinstalling Acrobat.

Troubleshooting Adobe problems:

For End Users:

Always start with the basic steps. Check your Adobe apps to make sure they are up-to-date. Sign out and sign back in of Adobe using the Creative Cloud Desktop app.
If issues persist after completing the basic troubleshooting steps, remember that you can check Adobe Help first to see if the error can be self-resolved. There is an error number lookup page if an error number displayed.
WebStore has an additional guide for common UI Enterprise Adobe problems that includes removing and reinstalling the Adobe Desktop Creative Cloud App and/or the Adobe Acrobat app. 

For IT Pros:

Customers with university-issued computers that require an admin password to install and remove applications should contact their department's End User IT support for direct assistance. IT support should know if the computer requires Adobe installation packages from Adobe, WebStore, or End Point Services.

More Resources:

Contact and Support:

When contacting WebStore for Adobe support, please include the following information for the fastest resolution for your request.

    1. A description of the error you are encountering and if possible a screenshot that best illustrates the problem. (Adobe "not working" is not helpful).
    2. The Adobe application that is having issues.
    3. Is an admin password required to install or remove apps on the computer and do you know the password?




Keywords:"Adobe, license, troubleshooting, repair, install, "Creative Cloud", Acrobat, WebStore, problems, not working, issues   Doc ID:114791
Owner:Webstore W.Group:University of Illinois Technology Services
Created:2021-11-10 16:52 CSTUpdated:2022-11-15 11:59 CST
Sites:University of Illinois Technology Services
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