Support

Grandfathered accounts which expired up to 20 November 2020

3 minute read • Last updated 2020-11-23


This important information is for all Annual Service Plan customers (not legacy customers) who did not renew their plan between 14 September 2020 and 20 November 2020.

If you have subsequently restarted your subscription, you can ignore this support article and ensure you are running the latest Astute Manager.

With the continued development and improvement of all aspects of Astute Graphics' service, a major change took place 20 November 2020 to further enhance the licensing system. This change can result in the license state of early Grandfathered accounts to cause the plugins to show "ID:8" messages in the Illustrator plugin panels.

This is because Astute Manager v2.1.0 and above made a technical change in the licensing system not compatible with earlier, grandfathered plugins.

In order to regain access to your grandfathered plugins, you will need to take the following steps:

macOS users

  1. Quit all instances of Adobe Illustrator.
  2. Quit the Astute Manager (CMD-Q), if already running.
  3. Download Astute Manager v2.0.4 for macOS.
  4. Open the downloaded .dmg disk image and copy the Astute Manager into the Applications folder as indicated. Agree to overwrite the existing version.
  5. Run the Astute Manager from the Applications folder.
  6. Log back into the Astute Manager, if required.
  7. Update the plugins, if prompted. Let this process finish.
  8. Run Adobe Illustrator.

You should once again have access to your plugins.

Windows users

  1. Quit all instances of Adobe Illustrator.
  2. Quit the Astute Manager. (If you don't see an option to stop the Astute Manager, use the Windows Task Manager to stop the application.)
  3. Use the native Windows mechanism ("Add and remove programs") to uninstall the Astute Manager.
  4. Download Astute Manager v2.0.4 for Windows.
  5. Run the downloaded .msi installer.
  6. The Astute Manager window should appear.
  7. Log back into the Astute Manager, if required.
  8. Update the plugins, if prompted. Let this process finish.
  9. Run Adobe Illustrator.

You should once again have access to your plugins.

If you still experience license issues

If you continue to experience licensing issues, please take the following steps:

  1. Quit all instances of Adobe Illustrator
  2. Check in the setting page on the Astute Manager that you are running v2.0.4. If not, repeat the above process.
  3. Open the Astute Manager and uninstall all plugins for all versions of Illustrator. Let this process finish.
  4. Log out of the Astute Manager.
  5. Log back into the Astute Manager.
  6. Install all plugins. Let this process finish.
  7. Run Adobe Illustrator.

If you still experience issues, please contact us, and we'll be happy to help (please note that if you're seeing a "License inactive" message with an ID other than "ID:8", we would advise going through the checks in this article before contacting us)

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