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Also Applies to Creative Cloud for enterprise, Creative Cloud for teams, Document Cloud for enterprise
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 associated with your subscription. Learn more on how you can choose between your personal and official account.
Solution 2: 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 3: 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 4: Clear the cached licensing information.
- Rename the SLCache folder to SLCache-old:
- Windows: \Program Files (x86)\Common Files\Adobe
- macOS: System/Library/Application Support/Adobe
- Launch an Adobe application.
- For Windows, right-click the Creative Cloud product and click Run As Administrator.
- For macOS, go to the Applications folder and double-click the product.
If you don't have administrator privileges on your computer, contact your IT Administrator, internal help desk, or technical support team.
Solution 5: Delete the sign-in information.
Corrupted sign-in information can get stuck in our database files. To clean it up, quit or exit all Adobe applications, and delete the opm.db file.
- Windows: \Users\<user name>
\AppData\Local\Adobe\OOBE - macOS: /Users/<user name>/Library/Application Support/Adobe/OOBE
If you are unable to delete the file, restart your computer, quit the Creative Cloud desktop app, and then try again.
Launch the Creative Cloud desktop app and sign back in using the business or school account after deleting the file.
If you don't have administrator privileges on your computer, contact your IT Administrator, internal help desk, or technical support team.
Solution 6: Delete the licensing information.
Corrupted licensing information can get stuck in our database files. To clean it up, quit the Creative Cloud desktop app and rename the SLStore folder to SLStore-old.
- Windows: \ProgramData\Adobe\SLStore
- macOS: /Library/Application Support/Adobe/SLStore
Launch the Creative Cloud desktop app and sign back in using the business or school account after renaming the folder.
If you don't have administrator privileges on your computer, contact your IT Administrator, internal help desk, or technical support team.
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.
Solution 3: Check your proxy settings.
If you have a proxy server environment, check your proxy settings. For details, see Proxy support for Creative Cloud apps.
Solution 4: Check your firewall and Antivirus settings.
Check your firewall and Antivirus settings. For details, see Troubleshoot Creative Cloud download and install issues.
If the issue still persists, navigate to Adobe Admin Console > Support to contact Adobe Customer Care. Learn more.
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