Resolve trial and license expired errors

Last updated on Apr 22, 2024 | Also applies to Creative Cloud for enterprise, Creative Cloud for teams, Document Cloud for enterprise

Enterprise

Admin Console

Do you want to install a product, but the Creative Cloud desktop app prompts you to Try or Buy even though you already have an active subscription? Learn how you can resolve this issue.

Signing out and signing back in usually resolves this issue.

Note:

To understand trial prompts regarding Creative Cloud for teams trial, see how you can get started and access the Creative Cloud applications.

"xx days left in your Creative Cloud for teams trial."
"Your Creative Cloud for teams trial has ended."

Troubleshooting steps for teams and enterprise users

To resolve the trial or license expired error, try the following solutions in the specified order until the issue is fixed.

Solution 1: Sign out and sign back in

Launch the Creative Cloud desktop app. Click the profile icon in the upper-right corner of the app and click Sign Out.
Sign back in with the account or profile associated with your subscription. Learn more.

Solution 2: Sign in with a different profile

Adobe profiles are set up when you have multiple Adobe plans (including at least one business plan) associated with the same email address. If you choose a profile that does not have the licences, you see a trial prompt.

Launch the Creative Cloud desktop app. Click the profile icon in the upper-right corner of the app and click Sign Out.
Sign back in with the profile associated with your subscription. Learn more about managing Adobe profiles.
One reason for the unavailability of the profile chooser is that you've set your default profile. To disable the Select my profile automatically option:
1. Go to account.adobe.com
2. Navigate to Account and Security > Sign-in and Security.
3. In the Automatic profile selection section, turn off Select my profile automatically.
4. Sign out and select the appropriate profile to sign in.

Solution 3: Launch product from Creative Cloud desktop app

Exit the Adobe application that shows the trial prompt. From the File menu, select Exit.
Launch the application from the Creative Cloud desktop app.

Solution 4: Remove Adobe-related entries from the hosts file

If the Operating System's hosts file is incorrectly configured (hosts files map host names to IP addresses), your computer can have trouble connecting to Adobe's licensing servers.

To solve this issue, remove Adobe-related entries from the hosts file. Learn more.

If you don't have administrator privileges on your computer, contact your IT Administrator, internal help desk, or technical support team.

Solution 5: Restart Credential Manager or lock and unlock Keychain Access

Open Services Manager (press the Start key and type Services).
In the list of Services, right-select Credential Manager and Restart.

Solution 6: Remove Adobe Intermediate CA and Adobe Content certificates

Go to Windows > Run or select Windows + R keys together to open the Run dialog box.
Enter certmgr.msc and select OK to open Certificate Manager.
Expand the Personal folder and select Certificates. Then, select all the items starting with Adobe Intermediate CA or Adobe Content together and Delete.
Close the Certificate Manager after deleting the certificates, and restart the app.

Solution 7: Remove Adobe User and Adobe App certificates

Go to Windows > Credentials Manager and select Windows Credentials.
Remove all certificates starting with Adobe User and Adobe App.
Restart the app.

If the above steps do not resolve the trial or license expired errors, sign in to your Adobe account, go to your plans and click View All on the specific plan. Contact your administrator, and suggest performing the below steps. Learn more about how to contact your administrator.

Troubleshooting steps for teams and enterprise administrators

As an administrator, add users to relevant products (for teams) or product profiles (for enterprises) to enable them to access Adobe apps and services.

If you encounter a trial or license expired error, even after performing the troubleshooting steps, try these steps in the specified order.

Solution 1: Ensure that the license is assigned correctly (named user licenses only).

Verify the email address of the user, and the products assigned. Learn more on how you can add/remove users, and assign licenses to users.

Solution 2: Allow access to appropriate network endpoints.

Ensure that you have allowed access to appropriate network endpoints in your environment. For a detailed list of network endpoints that you must allow, see Adobe Creative Cloud Network Endpoints.