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Serious Creative Cloud Issue (911)

A

Andrew Allsbury

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Can anyone ping activate.adobe.com?

Our software has been disabled due to loss of connection with Adobe and no computer I get on (in our area) seems to be able to ping activate.adobe.com.

Is anyone else experiencing this issue?

Can someone try to ping this address in cmd prompt? Thanks!
 
So now Adobe claims this had to do with a activate/deactivate issue with their products and that I will need to wait a minimum of 72 hours before our software will work again. I am currently being escalated to a supervisor (also in India). This is a huge warning to anyone using the Adobe Creative Cloud Suite, apparently you can not have the software loaded on more than two devices without serious problems, which is NOT what Adobe has said about their product.

Adobe is about to lose a 10 year customer.
 
Andrew Allsbury said:
So now Adobe claims this had to do with a activate/deactivate issue with their products and that I will need to wait a minimum of 72 hours before our software will work again. I am currently being escalated to a supervisor (also in India). This is a huge warning to anyone using the Adobe Creative Cloud Suite, apparently you can not have the software loaded on more than two devices without serious problems, which is NOT what Adobe has said about their product.

Adobe is about to lose a 10 year customer.
Click to expand...
Here is what Adobe says from their FAQ.
You can install the desktop applications available in Creative Cloud on your primary computer and one backup computer, as long as they are not running at the same time. You will have access to both the Mac OS and Windows versions, so if you have a Mac at home and a PC at work, for instance, you can install your applications on both. See the product license agreements page for more information.
http://www.adobe.com/products/creativecloud/faq.html
 
Steve,

True, but they have had several reps on adobe's forums and others explaining that the activate/deactivate process should be seamless. In my case I have a work desktop, a laptop and a windows 8 tablet. When needed, we have activated the software on our tablet which deactivates the software on another PC. When it is time to move to another PC, you should just have to login to Adobe and that should reactivate that device. However what appears to have happened here is something glitched on their end without any activate/deactivate on our end and locked our entire subscription for 72+ hours. This is unacceptable, either say no, 2 computers only, or fix the problem. At this point Adobe is costing me a hell of a lot more than the cost of an upgraded subscription as we have been down already for over 24 hours.
 
Andrew Allsbury said:
Steve,

True, but they have had several reps on adobe's forums and others explaining that the activate/deactivate process should be seamless. In my case I have a work desktop, a laptop and a windows 8 tablet. When needed, we have activated the software on our tablet which deactivates the software on another PC. When it is time to move to another PC, you should just have to login to Adobe and that should reactivate that device. However what appears to have happened here is something glitched on their end without any activate/deactivate on our end and locked our entire subscription for 72+ hours. This is unacceptable, either say no, 2 computers only, or fix the problem. At this point Adobe is costing me a hell of a lot more than the cost of an upgraded subscription as we have been down already for over 24 hours.
Click to expand...
Understood. I have been using it relatively seamlessly with two computers but not a third so I can't provide insight into that issue. As long as you let the computers check in via internet within a 30 day period all should be fine. Also, I am on Mac so perhaps the issue would slip by me if it's a PC related matter. I will say that I have had some issues with Adobe Application Manager during installs. I think updates to the AAM have solved those though as far as I can tell. One thing that can bite you is if you are working over a long duration in a place with no internet connection. You could get locked out of your software.
I would say reach out to one of the Adobe reps on the board here and see if they can help you get this straightened out. If they say two computers only, then stick with that and purchase another membership for the other computers unless they can guarantee an activate/deactivate for switching to other systems. Hopefully they can make it seamless for you and you don't have to spend additional money.
 
Now, after telling me that a higher level tech would be calling me back, then hanging up on me with no warning, no one has called in an hour.
 
Steve you may be right and we just need a "team" service to fit our needs, which is ridiculousness in this day and age. But they need to warn people that this will happen, because right now I am at a total stand still. If you make software for enthusiasts, shit happens, but if you want to work with professionals who make their living working with the software in question, nothing like this should ever be able to happen.
 
These kinds of situations are why I refuse to pay for subscription software. It's a bad model because things can go wrong on their end, costing a lot of time and money. People can lose jobs and clients over issues like this. I hope you get it worked out soon.

I'm also disappointed in Adobe for making certain apps and features only available via subscription.
 
Mike it is beyond infuriating, the reason why I am sharing this both here and via the #r3d tag on Twitter and Facebook is because professionals here need to know this could happen to them.
 
So after causing a scene via Twitter and Facebook, I was finally put in contact with a "level 2" support specialist who was able to fix my problem in about 15 minutes. The problem ended up being that my activation information on their server was some how corrupted. So after being down for 2 days, it turns out all they had to do was let me talk to someone who knew how to do their job correctly. In addition to being down for the two days I also ate up approximately $205 bringing in our IT consultant to try to fix the "firewall problem" Adobe originally claimed I had and running my ISP through hoops when they told me it was my ISP. Throughout probably 8 hours of phone support, 2 hours of online chat support and probably 12 different support technicians (some of who just hung up on me instead of trying to solve my problem) I was told several different ways that this was my fault, my network's fault or my ISP's fault, only to find out it was THEIR FAULT. This has been a very disappointing experience with Adobe.
 
Andrew Allsbury said:
So after causing a scene via Twitter and Facebook, I was finally put in contact with a "level 2" support specialist who was able to fix my problem in about 15 minutes. The problem ended up being that my activation information on their server was some how corrupted. So after being down for 2 days, it turns out all they had to do was let me talk to someone who knew how to do their job correctly. In addition to being down for the two days I also ate up approximately $205 bringing in our IT consultant to try to fix the "firewall problem" Adobe originally claimed I had and running my ISP through hoops when they told me it was my ISP. Throughout probably 8 hours of phone support, 2 hours of online chat support and probably 12 different support technicians (some of who just hung up on me instead of trying to solve my problem) I was told several different ways that this was my fault, my network's fault or my ISP's fault, only to find out it was THEIR FAULT. This has been a very disappointing experience with Adobe.
Click to expand...
I recommend asking Adobe for some compensation in the way of some free months of Creative Cloud. I know it doesn't make up for the snafu on their end but it would be a good gesture on their part to at least make you feel like they have your back a bit. Sorry to hear about your experience with this. These kind of things suck when they hit at just the wrong time or any time for that matter.
 
The problem is that what happened to Andrew shouldn't happen. Adobe should understand that in a way these are mission critical apps for a lot of people that currently use the software and for even more people that Adobe wants to convert over to use their software. For some people and companies, this kind of problem could cost thousands or even tens of thousands of dollars and potentially lost jobs and clients. It shouldn't happen and it can't happen. That is why subscription-based software is a bad idea.
 
I've had several disconnect issues with the cloud. My next Adobe purchase will not be cloud based.
 
Adobe really needs to resolve the issues with both their Cloud services and their customer service. Otherwise professionals will find another solution.
 
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