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CCT Induction Training. ManuB_V 1.3F
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
CCT Induction Training. ManuB_V 1.3F
Yes No
No Yes
Customer Calls in to Cancel Creative Cloud Subscription
Creative Cloud for Teams
Creative Cloud for Individuals
Duplicate Subscription
Cancel the Subscription and Create the Refund If Required
Transfer to Save Team (CCT_SAVE)
Multiple Subscriptions
Teams/Individuals
Transfer to Save Team (SAVE)
Send an Email to DL-NoidaCCITier2 to cancel the subscription along with
details
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CCT Induction Training. ManuB_V 1.3F
No
Yes
Customer Calls in to get the Tax Exempt on Creative Cloud Subscription
Creative Cloud for Individuals
Transfer to Creative Cloud for Individuals Team
CCM_Account English
Creative Cloud for Teams
Get the Tax Exempt Certificate from Customer via Email
Send the Email to Tax Exempt Team at [email protected]
(attach the Tax Exempt Certificate with Email)
Tax Exemption Processed
Send the Email to the Customer stating that document is not valid
Create a Tax Refund through CRM
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CCT Induction Training. ManuB_V 1.3F
No
Yes
Customer Calls in to Change the Primary Administrator on Indirect Creative Cloud for Teams Account
Is Primary Administrator
Calling
Authorization Email Required from Primary Administrator
Send the Authorization Email by keeping Primary Administrator’s 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 [email protected]
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CCT Induction Training. ManuB_V 1.3F
No No
Yes Yes
No
Yes
Customer Calls in to Change the Primary Administrator on Direct Creative Cloud for Teams Account
Primary Administrator
Calling
Is Secondary Administrator is
in the List
Guide Primary Administrator to Add Secondary Administrator in Account
Guide Primary Administrator to send Invite to Secondary Administrator to become primary administrator on account
Add the Payment Details on the Account via Admin Console
Is Secondary Administrator is in the List
Cancel the team account and ask to
Purchase New Team Subscription
Get the Authorization Email from the Secondary Administrator
Contact Primary Administrator to get the Invitation for Secondary
Administrator
Send an Email to Existing Primary Admin to Validate the Change
Continued to Next Page
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CCT Induction Training. ManuB_V 1.3F
Yes
No
Yes
No
Yes
If Bounce back Email received
Send the Invitation Email to Secondary Administrator to become Primary Administrator
If Account is Unpaid (Payment Failure)
Send the Invitation Email to Secondary Administrator to become Primary Administrator
If Primary Administrator does
not respond in 2 days
Send the Invitation Email to Secondary Administrator to become Primary Administrator
Add the Payment Details on the Account via Admin Console
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CCT Induction Training. ManuB_V 1.3F
Yes
No
No
No
Yes Yes
No
Yes
No
Trial Error/Membership Expire Error on Creative Cloud Applications
Check the Subscription/Seat Status on Activation Server and Hendrix
If Subscription
is Active
Sign Out and Sign In to Creative Cloud Desktop Application
Check the Payment Status
Payment Failure
Update the Billing Details or Contact Bank to check the Reason of Payment Failure
Check If Cancelled
Subscription is associated on
same Email
Send Email to Jem Team to remove the cancelled
Subscription from the Email. Mention the Cancelled
Subscription Seat Id in Email.
Follow the Troubleshooting Steps Check the host file on the system and Remove the Adobe Entries if Found
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
Sign in to Creative Cloud Desktop Application
Issue Fixed
Close the Case
Issue Fixed
Close the Case
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CCT Induction Training. ManuB_V 1.3F
No
Yes
Yes
Yes
Issue Fixed Close the Case
Check the Permissions on System and Adobe Folders
Grant Full Read and Write Permissions on the Adobe Folders
and Login with Administrator Profile
Sign in to Creative Cloud Desktop Application
Issue Fixed
Close the Case
No
If customer is on restricted
Network
Share the IP Addresses Exception List with customer to whitelist on
the network firewall
Keep the Case in Process to follow up with customer No
Escalate the Case to Tier-2
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CCT Induction Training. ManuB_V 1.3F
Download Error Creative Cloud
Error Code 49 While Downloading or Updating CC
Sign Out From the Creative Cloud Desktop and Quit the Application
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
Disable the Antivirus program if installed
Disable Windows Firewall Erase the Contents of Temp folder
Windows C:\Users\User Name\AppData\Local\Temp Mac Go>Go to Folder Type \tmp and click Go
Retry Installation/Update Issue Fixed
YesClose the Case
No
Try to Install/Update applications under different User Account
Issue Fixed
YesClose the Case
No
Try to Install Creative Cloud Desktop Using Adobe Application Manager
Issue Fixed Close the Case
Yes
No
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CCT Induction Training. ManuB_V 1.3F
Try to Install Creative Cloud using Creative Cloud Packager
Issue Fixed
YesClose the Case
No
Escalate the Case to Tier2
Keep the Case in Process
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CCT Induction Training. ManuB_V 1.3F
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
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
Try to Download/Update Creative Cloud Applications
Issue Fixed
Close the Case
Yes
No
Use a Wired Connection Instead of Wireless Connection
Use a Different Ethernet Cable in case of Wired Connection
Try to Download/Update Using a Different Internet Service Provider
Issue Fixed
Yes
Close the Case
No
Continued on Next Page
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CCT Induction Training. ManuB_V 1.3F
If customer is on restricted
Network
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 No
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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CCT Induction Training. ManuB_V 1.3F
Unable to Receive Invitation Email
If all the Users are not getting the Invitation
YesShared 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
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
Keep the Case in Process and give 24 hours ETA to customer
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CCT Induction Training. ManuB_V 1.3F
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
Issue Fixed
Yes
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
Get the Password Reset Approval from the customer to Reset Adobe ID Password
Reset the Adobe ID Password and Accept the Invitation on User’s behalf
Send the Password Reset Email to User Issue Fixed-Close the Case
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CCT Induction Training. ManuB_V 1.3F
Billing Issues with Creative Cloud for Teams
If the Payment is in
Pending Status
Check the Payment Status in Cybersource
Yes Inform the Customer to wait for 24 business
hours for the payment to get processed
No
Inform the Customer to check with bank or Update Card Details
Guide the Customer to Update the Card details via www.adobe.com
Keep the Case in Process
Guide the Customer to Update the Card details via below mentioned link
www.adobe.com/go/secure
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
Check the Cases Tab in Hendrix and Look for Withdrawn Online Tokenisation Case
Inform the Customer that Payment will get processed in 24 business hours
Keep the Case in Process
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CCT Induction Training. ManuB_V 1.3F
Creative Cloud Subscription Cancelation
Case Description: CCT Subscription Cancelation
Order#: Enter the Customer's order Number here
Contact person's Name/Email: Enter Customer's Email Name & Email AddressPhone # Enter Customer's Phone Number
Analysis: XXXXResolution: XXXX
KB Article
https://helpx-internal.corp.adobe.com/content/help/en/x-productkb/policy-pricing/creative-cloud-teams-cancellation-refund.html
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CCT Induction Training. ManuB_V 1.3F
Tax Exempt on Creative Cloud Subscription
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-exempt-order.html https://helpx-internal.corp.adobe.com/content/help/en/x-productkb/policy-pricing/request-tax-exempt-status-north.html
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Escalation Template for NA Region
Escalation Template for EMEA/APAC
CCT Induction Training. ManuB_V 1.3F
Change of Primary Administrator on Indirect Creative Cloud for Teams Account
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 https://helpx-internal.corp.adobe.com/content/help/en/x-productkb/policy-pricing/vip-customer-process.html
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Escalation Template
CCT Induction Training. ManuB_V 1.3F
Change of Primary Administrator on Direct Creative Cloud for Teams Account
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
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CCT Induction Training. ManuB_V 1.3F
Trial Error/Membership Expire Error on Creative Cloud Applications
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-to-trial.html
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CCT Induction Training. ManuB_V 1.3F
Download Error Creative Cloud
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
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Escalation Template
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-update-errors.html#troubleshoot_network_connectivity
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Escalation Template
CCT Induction Training. ManuB_V 1.3F
Unable to Receive Invitation Email
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-expected-email.html
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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
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CCT Induction Training. ManuB_V 1.3F
Billing Issues with Creative Cloud for Teams Subscription 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-creative-cloud.html
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Escalation Template
