Creative Cloud Subscription Cancelation

Tax Exempt on Creative Cloud Subscription

Change Primary Administrator on Indirect Accounts

Change Primary Administrator on Direct Accounts

Trial Error/Membership Expire Error on Creative Cloud

Download Error (Error Code 49)

Download Error (Error Code 201, 205, 206, 207)

Unable to Receive Invitation Email

Unable to Accept Creative Cloud for Teams Invitation

Billing Issues with Creative Cloud for Teams

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Customer Calls in to Cancel Creative Cloud Subscription

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Creative Cloud
for Teams

Creative Cloud for

Individuals

Yes
Duplicate
Subscription

Cancel the Subscription and

Create the Refund If Required

No

Transfer to Save
Team (CCT_SAVE)

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Multiple
Subscriptions
Teams/Individuals

No
Transfer to Save
Team (SAVE)

Yes

Send an Email to DL-NoidaCCITier2 to

cancel the subscription along with
details

Case Template

Customer Calls in to get the Tax Exempt on Creative Cloud Subscription

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Creative Cloud for

Individuals

Creative Cloud
for Teams

Get the Tax Exempt Certificate

from Customer via Email
Transfer to Creative Cloud
for Individuals Team
CCM_Account English

Send the Email to Tax Exempt Team at

exempt50@adobe.com
(attach the Tax Exempt Certificate with Email)

Tax
Exemption
Processed

No

Yes
Create a Tax Refund through
CRM
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Send the Email to the Customer stating

that document is not valid

Case Template

Customer Calls in to Change the Primary Administrator on Indirect Creative Cloud for Teams Account

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Authorization Email Required

from Primary Administrator
Is Primary
Administrator
Calling

No

Yes

Send the Authorization Email by keeping Primary

Administrators Email in CC (If Primary Administrator
has left the Organization)

Get the Authorization Email from

Primary Administrator with Reason

Send the Email to VIP Account Management

Team at vipacmgt@adobe.com

CCT Induction Training. ManuB_V 1.3F

Case Template

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Customer Calls in to Change the Primary Administrator on Direct Creative Cloud for Teams Account

Primary
Administrator
Calling

No

No

Is Secondary
Administrator
is in the List

Yes

Contact Primary Administrator to get

the Invitation for Secondary
Administrator
Cancel the team account and ask to
Purchase New Team Subscription

Yes

Is Secondary
Administrator is
in the List

No
Guide Primary Administrator to Add
Secondary Administrator in Account

Yes

Guide Primary Administrator to send Invite to Secondary

Administrator to become primary administrator on account

Get the Authorization Email from

the Secondary Administrator

Send an Email to Existing Primary

Admin to Validate the Change

Add the Payment Details on the

Account via Admin Console

Continued to Next Page

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Case Template

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Send the Invitation Email to Secondary

Administrator to become Primary Administrator

Yes

If Bounce back
Email received

No

Yes
Send the Invitation Email to Secondary
Administrator to become Primary Administrator

If Account is Unpaid
(Payment Failure)

No

Send the Invitation Email to Secondary

Administrator to become Primary Administrator
Add the Payment Details on the
Account via Admin Console
CCT Induction Training. ManuB_V 1.3F

Yes

If Primary
Administrator does
not respond in 2 days

Case Template

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Trial Error/Membership Expire Error on Creative Cloud Applications

If
Subscription
is Active

Check the Subscription/Seat Status on Activation Server

and Hendrix

Yes

Issue
Fixed

Sign Out and Sign In to Creative

Cloud Desktop Application
No

Close the Case

No
No Status
Check the Payment

Yes
Update the Billing Details or Contact Bank to check
the Reason of Payment Failure

Remove the Opm.db file and Rename

the OOBE Folder C:\Users\User
Name\App data\Local\OOBE
Mac Go>Go to Folder
~/Library/Application Support/Adobe
Rename SLCache/SLStore Folders to
SLCache.Old/SLStore.Old
C:\Programdata\Adobe\SLStore
C:\Program Files(x86)\Common
Files\Adobe\SLStore
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Check If
Cancelled
Subscription is
associated on
same Email

Payment
Failure

Yes

Send Email to Jem Team to

remove the cancelled
Subscription from the Email.
Mention the Cancelled
Subscription Seat Id in Email.
support@jemops.zendesk.com

No
Check the host file on the
system and Remove the
Adobe Entries if Found

Follow the Troubleshooting Steps

Yes

Issue
Fixed

Sign in to Creative Cloud

Desktop Application

Close the Case

No

Continued on Next Page

Case Template

Back to
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No
Check the Permissions on
System and Adobe Folders

Yes

Issue
Fixed

Close the Case

Grant Full Read and Write

Permissions on the Adobe Folders
and Login with Administrator Profile
Sign in to Creative Cloud
Desktop Application

Yes

Issue
Fixed

Close the Case

No

If customer is
on restricted
Network
No

Yes

Share the IP Addresses Exception

List with customer to whitelist on
the network firewall
Keep the Case in Process to
follow up with customer

Escalate the Case to Tier-2

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Case Template

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Download Error Creative Cloud

Sign Out From the Creative Cloud

Desktop and Quit the Application

Error Code 49 While

Downloading or Updating CC

Rename the 1.0 Folder in AAMUpdater Folder

C:\Users[Username]\Local\AppData\Adobe\AAMUpdater\1.0
MAC ~\Library\Application Support\Adobe\AAMUpdaer\1.0

Erase the Contents of Temp folder

Disable the Antivirus program if

installed

Disable Windows Firewall

Windows C:\Users\User Name\AppData\Local\Temp

Mac Go>Go to Folder Type \tmp and click Go
Yes

Issue
Fixed

Retry Installation/Update

Close the Case

No

Try to Install/Update applications under

different User Account

Close the Case

No

Yes
Close the Case

Yes

Issue
Fixed

Try to Install Creative Cloud Desktop Using

Adobe Application Manager

Issue
Fixed
No

CCT Induction Training. ManuB_V 1.3F

Continued on Next Page

Case Template

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Try to Install Creative Cloud using Creative
Cloud Packager

Yes

Issue
Fixed

Close the Case

No
Escalate the Case to Tier2

Keep the Case in Process

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Case Template

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Download Error Creative Cloud

Error Code 201,205,206,207 While

Downloading or Updating CC Apps

Sign Out From the Creative Cloud

Desktop and Quit the Application

Yes
Close the Case

Issue
Fixed

Try to Download/Update Creative

Cloud Applications

Check the Internet Connectivity and

try to access the Secure Websites

Check the host file on the

system and Remove the
Adobe Entries if Found

No
Use a Wired Connection Instead of
Wireless Connection

Use a Different Ethernet Cable in

case of Wired Connection
Yes
Try to Download/Update Using a
Different Internet Service Provider

Issue
Fixed

Close the Case

No
Continued on Next Page

CCT Induction Training. ManuB_V 1.3F

Case Template

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If customer is
on restricted
Network

No

Yes

Share the IP Addresses Exception

List with customer to whitelist on
the network firewall
Keep the Case in Process to
follow up with customer

Collect the Log Files from the Following

Locations
Mac OS: ~/Library/Logs/AdobeDownload
Windows: %temp%/AdobeDownload/

Escalate the Case to Tier2

Keep the Case in Process

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Case Template

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Unable to Receive Invitation Email

If all the Users

are not getting
the Invitation
Email

Yes

Shared the list of Adobe IP Addresses to

Provide the Exception on Network Firewall

Keep the Case in Process

No

Check Spam/Junk Folders

Turn off Spam Blockers

Adjust Email Security Settings to

Medium or Low
Send the Test Email to User

Wait for 24 Hours for

the Email to arrive
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If Still no
Email
Received

Fill in the Invitation Issues form and send it

to Respective Manager to check whether
the Email is in Suppression list or not
Case Template
Keep the Case in Process and give 24
hours ETA to customer

Back to
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Unable to Accept Invitation Email for Creative Cloud for Teams Subscription

If Invitation
is in Pending
status

Ask Customer to Open Invitation Email on a

Different Browser and try to Accept Invite

Yes
Issue
Fixed

Close the Case

No
Ask Customer to forward the invitation
Email on CCT Support Mailbox

Get the Password Reset Approval from the

customer to Reset Adobe ID Password

Reset the Adobe ID Password and Accept

the Invitation on Users behalf

Get the Password Reset Approval from the

customer to Reset Adobe ID Password

Send the Password Reset Email to User

CCT Induction Training. ManuB_V 1.3F

Issue Fixed-Close the Case

Case Template

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Billing Issues with Creative Cloud for Teams

Check the Payment Status in Cybersource

If the
Payment is in
Pending
Status

Yes

Inform the Customer to wait for 24 business

hours for the payment to get processed

Keep the Case in Process

No
Inform the Customer to check with bank
or Update Card Details

Guide the Customer to Update the Card

details via www.adobe.com

Inform the Customer that Payment will get

processed in 24 business hours

Keep the Case in Process

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Guide the Customer to Update the Card

details via below mentioned link
www.adobe.com/go/secure

Check the Cases Tab in Hendrix and Look for

Withdrawn Online Tokenisation Case
Open the Order from Transactions Tab in
Hendrix

Click on Edit Billing Tab and Update the Billing

details from the online tokenization case
Note:-Please Verify the Card Holder Name with
the Customer
Case Template

Creative Cloud Subscription Cancellation

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Case Description: CCT Subscription Cancellation

Order#: Enter the Customer's order Number here
Contact person's Name/Email: Enter Customer's Email Name & Email Address
Phone # Enter Customer's Phone Number
Analysis: XXXX
Resolution: XXXX
KB Article

https://helpx-internal.corp.adobe.com/content/help/en/x-productkb/policy-pricing/creative-cloud-teamscancellation-refund.html

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Tax Exempt on Creative Cloud Subscription

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Case Description: Tax Exempt on CCT Subscription

Order#: Enter the Order Number here
Contact person's Name/Email: Enter Customer's Email Name & Email Address
Phone # Enter Customer's Phone Number
Analysis: XXXX
Resolution: XXXX
KB Article:
https://helpx-internal.corp.adobe.com/content/help/en/x-productkb/policy-pricing/place-tax-exemptorder.html

CCT Induction Training. ManuB_V 1.3F

Change of Primary Administrator on Indirect Creative Cloud for Teams Account

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Case Description: Change of Primary Administrator on Creative Cloud for Teams account Purchased through
Reseller
VIP Agreement Number: Enter the Order Number/Agreement number
Contact person's Name/Email: Enter Customer's Email Name & Email Address
Phone: Enter Customer's Phone Number
Analysis: XXXX
Resolution: XXXX
KB Article:
https://helpx-internal.corp.adobe.com/content/help/en/x-productkb/policy-pricing/ccm-team-overview.html

CCT Induction Training. ManuB_V 1.3F

Change of Primary Administrator on Direct Creative Cloud for Teams Account

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Case Description: Change of Primary Administrator on Creative Cloud for Teams account Purchased Online
Order Number: Enter the Order Number/Agreement number
Contact person's Name/Email: Enter Customer's Email Name & Email Address
Phone: Enter Customer's Phone Number
Analysis: XXXX
Resolution: XXXX
KB Article:
https://helpx-internal.corp.adobe.com/content/help/en/x-productkb/policy-pricing/ccm-team-overview.html

CCT Induction Training. ManuB_V 1.3F

Trial Error/Membership Expire Error on Creative Cloud Applications

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Case Description Applications in CC Desktop App showing as Trial version/Membership Expire

Order Number: Enter the Order Number/Agreement number
Contact person's Name/Email: Enter Customer's Email Name & Email Address
Phone: Enter Customer's Phone Number
Analysis: XXXX
Resolution: XXXX
KB Article:
https://helpx-internal.corp.adobe.com/content/help/en/manage-account-membership/cc-reverts-totrial.html

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Download Error Creative Cloud

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Case Description: Download Error in Apps Panel for Creative Cloud Desktop Application.
Order Number: Enter the Order Number/Agreement number
Contact person's Name/Email: Enter Customer's Email Name & Email Address
Phone: Enter Customer's Phone Number
Analysis: XXXX
Resolution: XXXX
Kb Article:
https://helpx-internal.corp.adobe.com/content/help/en/creative-cloud/kb/download-update-errors.html

CCT Induction Training. ManuB_V 1.3F

Download Error Creative Cloud (Error Code 201,205,206,207)

Case Description: Customer is getting error 202/205 while installing creative cloud desktop
Order Number: Enter the Order Number/Agreement number
Contact person's Name/Email: Enter Customer's Email Name & Email Address
Phone: Enter Customer's Phone Number
Analysis: XXXX
Resolution: XXXX
Kb Article:
https://helpx-internal.corp.adobe.com/content/help/en/creative-cloud/kb/download-updateerrors.html#troubleshoot_network_connectivity

CCT Induction Training. ManuB_V 1.3F

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Unable to Receive Invitation Email

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Case Description: Didn't receive expected email from Adobe

Order Number: Enter the Order Number/Agreement number

Contact person's Name/Email: Enter Customer's Email Name & Email Address
Phone: Enter Customer's Phone Number
Analysis: XXXX
Resolution: XXXX
Kb Article:
https://helpx-internal.corp.adobe.com/content/help/en/x-productkb/global/didn-t-receive-expectedemail.html

CCT Induction Training. ManuB_V 1.3F

Unable to Accept Invitation Email

Case Description: Trouble accepting creative cloud invitation

Order Number: Enter the Order Number/Agreement number

Contact person's Name/Email: Enter Customer's Email Name & Email Address
Phone: Enter Customer's Phone Number
Analysis: XXXX
Resolution: XXXX
Kb Article:
https://helpx-internal.corp.adobe.com/content/help/en/x-productkb/global/didn-t-receive-expected-email.html

CCT Induction Training. ManuB_V 1.3F

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Billing Issues with Creative Cloud for Teams Subscription

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Case Description: CCT CCT Billing Issues

Order Number: Enter the Order Number/Agreement number
Contact person's Name/Email: Enter Customer's Email Name & Email Address
Phone: Enter Customer's Phone Number
Analysis: XXXX
Resolution: XXXX
KB Article:
http://helpx.adobe.com/x-productkb/policy-pricing/membership-subscription-troubleshooting-creativecloud.html

CCT Induction Training. ManuB_V 1.3F