Called and ordered Creative Cloud last Wednesday. Was billed immediately despite them saying I wouldn't be billed during the first 30 days (I still don't know what that was all about).
Anyway, got the email on Friday saying it was now active. I downloaded the Adobe Application Manager and then used it to download Photoshop 6.
PS6 worked fine on Friday, Saturday, Sunday, Monday and most of today. Now, all of a sudden, when I try to open it, the Application Manager opens instead and says I need to renew my subscription. See attached screen grab for details.
If I click Try Again, it acts like its working for a second. The window closes, Adobe Photoshop tries to open again and then closes, and then the same message appears again.
No amount of clicking Try Again seems to remedy it.
Have done a reboot (I'm on Mac Lion BTW) and also confirmed that I have the right email address associated with the account. Furthermore, when I go into my account and lookup "My Subscriptions" I can clearly see it listed as "active."
Adobe has thus far been useless. Two attempts for chat support have both resulted in talking with someone who appears to be working from a script and trying to make my issue about something that its not. And in both instances, the moment we started to make any real progress, the chat application siezed up.
Thanks in advance for any help.
PS: Incidentally, when I was looking up my account, I saw that they are still apparently charging me for my subscription to CS5.5. This, despite the fact that I've been told on the phone (when I ordered) and via their marketing team (email after Twitter exchange) that that would not be the case (e.g. that if I signed up for CreativeCloud, I would be charged for that and that alone). So I'm basically being charged twice if that info is correct. Does anyone know if I need to de-active or de-authorize my CS5.5 apps or something? Thank goodness I still have them activated or I'd be completely up the creek since CS6 isn't working at all right now.
Heading into Day 2 of this nonsense. Been on the phone with Adobe for 40 minues and counting. So far, I've been bounced from Customer Support to Technical Support and now I'm on hold under pretense of being connected to someone in the Subscriptions Department.
We've made some progress, but it basically equates to taking one step forward and two steps back.
The tech support guy was finally able to help me launch Photoshop. It involved clicking the "License this Software" button (as seen on my first screenshot) and then entering my username and password. I tried that yesterday (a number of times, in fact) and it didn't work, so I'm not sure why it was all of a sudden working today.
But then came the big hit. I asked him about why my "Services and Subscriptions" page was showing that I was being charged for BOTH Creative Suite 5.5 AND Creative Cloud. He put me on hold and got my answer pretty quickly. It turns out that the person at Adobe who I spoke with last week did not set the account up correctly, Instead of CONVERTING my 5.5 account to a Creative Cloud account, she ADDED Creative Cloud to my account. So yeah... I'm basically being double-charged.
So now I ask how do we resolve this. I'm put on hold for quite a while and the guy comes back and says that basically we must cancel my Creative Cloud account and then wait for my CS5.5 account to "MIGRATE" over to Creative Cloud. "How long does this take," I ask. He tells me that he asked that same question to his supervisor and they didn't have an answer. "Give me a ballpark estimate. Are we talking hours, days or weeks?" Long pause. "Um... weeks."
Wonderful. Thanks so much Adobe.
This issue is now resolved. As I noted in another thread, the cause of this problem was rooted in the fact that the Adobe customer service rep did not convert my CS5.5 subscription to CS6. Rather, she added a new subscription to my account and I guess it led to some miscommunication between the Photoshop software and the Adobe Application Manager.
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