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ericjohnlomax
ericjohnlomax Calculating status...
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Online subscription is not working properly

May 28, 2012 2:29 AM

I do not understand why nobody at Adobe seems to get this. Like lots of people, I have signed on for a subscription to Photoshop CS6. There was absolutely no way given to download the software, except by downloading a trial version from the adobe website. This requires activation after thirty days. Without being given some kind of serial number, this is impossible. However, Adobe seem unwilling or unable to offer any serial number or alternative solution. We seem to be expected to understand how to do this by some kind of osmosis. I have contacted online support a number of times now, and all I am told is that my problem has been escalated. I am so glad about this!!! I am told that somebody will contact me!! (I am not told how they will contact, but I have had nether phone calls nor emails.) It seems that the basic problem is an utter lack of communication on how to do this. It took me four days to download the trial, exceeding my download limit with BT, and costing me £20. I would have expected better from a company like Adobe on this.For the last time; what are we meant to do to activate our subscription software?

2159 Views   24 Replies   Latest reply: Jeff A Wright, Jul 13, 2012 1:41 PM
 
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  • HelenWLee
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    1. HelenWLee,
    May 29, 2012 10:54 AM   in reply to ericjohnlomax
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    I´m also annoyed with The cloud and regret not buying the standalone programs instead! But anyway, you should see a popup about trial expired and do you want to do whatever after the 30 days. Click on the button "License this software" and log in with your Adobe ID for the account that has the subscription. That worked for me and it should run another 30 days when you have to do it all again since it´s monthly subscription.

     
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  • Jain, Priyank
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    2. Jain, Priyank,
    Jun 1, 2012 7:11 AM   in reply to ericjohnlomax
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    Hi,

     

    Serial Numbers are not required to start subscription of Adobe's Products.

     

    1. Download the product (if bought standalone) and install in Trial.
    2. Launch the product and click on "License this software" and login with AdobeID used to buy Subscription.
    3. Your subscription will be activated.

     

    Alternatively you can also visit creative.adobe.com for one click download and install experience (and that to licensed).

     

    Answering to HelenWLee's question, no you need not start your subscription everytime after 30 days, once you renew your subscription it will automatically extend.

     

    -Priyank

     
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  • HelenWLee
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    3. HelenWLee,
    Jun 1, 2012 7:23 AM   in reply to Jain, Priyank
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    But you have to be online and extend the subscription at least every 30 days right? That´s what I meant.

     
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  • Jain, Priyank
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    4. Jain, Priyank,
    Jun 1, 2012 7:25 AM   in reply to HelenWLee
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    Yes, if you are online anytime within 33 days of subscription your subscription will be extended automatically without any nag.

     
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  • HelenWLee
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    5. HelenWLee,
    Jun 1, 2012 7:57 AM   in reply to Jain, Priyank
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    Without any nag? OK, then I feel a bit happier thanks

     
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  • HelenWLee
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    6. HelenWLee,
    Jun 9, 2012 4:07 AM   in reply to Jain, Priyank
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    Hi again,

     

    this doesn´t seem to work. Since release date I have now been asked 3 times if I want to continue the trial when opening Flash CS6 and had to press "license this software" again, click through all those adress and other screens again at Adobe.com. Feels naggy to me and would mean that if I hadn´t been online I couldn´t use the program even though it´s already licensed and paid for monthly.

     
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  • Jeff A Wright
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    7. Jeff A Wright,
    Jun 9, 2012 10:34 AM   in reply to HelenWLee
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    HelenWLee this behavior can occur if your profile is not complete.  Can you please go to http://www.adobe.com/ and click on My Adobe in the top right hand corner.  Once there please verify all required fields are filled out under the option My Personal Profile.

     
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  • HelenWLee
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    8. HelenWLee,
    Jun 9, 2012 10:38 AM   in reply to Jeff A Wright
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    All filled in since long time.

     
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  • Jeff A Wright
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    9. Jeff A Wright,
    Jun 9, 2012 10:42 AM   in reply to HelenWLee
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    Do you have Creative Suite 5 still installed?  If so are you periodically opening these applications?

     
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  • HelenWLee
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    10. HelenWLee,
    Jun 9, 2012 10:52 AM   in reply to Jeff A Wright
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    Yes I have, I need to since I work with CS4-users so must be able to save down.

     
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  • Jeff A Wright
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    11. Jeff A Wright,
    Jun 9, 2012 11:20 AM   in reply to HelenWLee
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    This is likely what is causing your problem then.  We are currently investigating a situation where the CS5 licensing information is replacing the Creative Cloud licensing information.  This is likely why you are being prompted again to license the software.

     
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  • HelenWLee
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    12. HelenWLee,
    Jun 9, 2012 11:22 AM   in reply to Jeff A Wright
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    Aha, OK. I understod it as there should be no problem having both installed. I hope you find the cause before I take on traveling in 2 weeks. Not sure of internet connections on some tropical islands but have planned to finish some apps.

     
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  • HelenWLee
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    13. HelenWLee,
    Jun 9, 2012 11:24 AM   in reply to Jeff A Wright
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    ... I might have to change from the cloud to standalone otherwise so I´m not stuck. Will you post here when problem is solved?

     
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  • Jeff A Wright
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    14. Jeff A Wright,
    Jun 9, 2012 3:27 PM   in reply to HelenWLee
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    I will try I have not been given a time frame on when the update will be released at present.  I have marked this thread as a to do in my inbox though.  HelenWLee if you wouldn't mind confirming for me that this is the difficulty you are facing by opening one of your CS5 applications and then closing out an opening one of the cloud apps?  It would be greatly appreciated.  I can then also forward this thread as another example of a user facing this difficulty. 

     

    Also which operating system are you using exactly?  I reviewed the thread but I don't think that information has been posted yet?

     
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  • HelenWLee
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    15. HelenWLee,
    Jun 9, 2012 4:26 PM   in reply to Jeff A Wright
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    I am not sure this is because of CS5 and cloud subscription installed or something else. If it is then it´s not consistent. I have CS5 Prod Premium installed and from CS6 cloud I have installed Flash, dreamweaver, Indesign only. I did install Acrobat X but I felt that the Acrobat updater was making the computer slower to start and caused some lag so I uninstalled Acrobat X. I still see the updater running though in processes and no way to unistall.

     

    What has happened is that I have been asked if I want to continue the trial 3 or 4 times now since 11 may instead of 2, latest today when I opened Flash CS6. I have been using both Flash CS5 and 6 many times without having to "license this..." every time though. I have not had both versions open at the same time.

     

    That is what has happened if that could be some clue to the problem.

     

    Thanks Jeff!

     
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  • HelenWLee
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    16. HelenWLee,
    Jun 20, 2012 6:12 AM   in reply to Jeff A Wright
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    Hi again,

     

    same problem again. Open Flash CS6 and message that my trial expires in 0 days, have to press "License this software" again, went through all the screens in my adobe ID again and so on.

     

    My profile is complete as it was before too.

     

    I´m online every day so the cloud membership should be extended 33 days every day without nag right? Now it´s about 3 weeks since the last nag and I had to "License this software".

     

    I am planning to use laptop with CS6 cloud all july without any internet connection. If it´s like this I would need at least some kind of temporary solution, temporary standalone license or something to be able to work without risking being stuck in this. Paying monthly cloud subscription.

     

    OS is Win 7 x64.

     

    Btw my order history doesn´t show up at all in My pages, loading-symbol only but shows empty. In my products all products are there. But Cloud is listed as product, not as a subscription, is that correct?

     

    Have to solve this somehow before june 25!!

     

    /Helen

     
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  • Jain, Priyank
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    17. Jain, Priyank,
    Jun 20, 2012 6:28 AM   in reply to HelenWLee
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    Hi,

     

    We understand the problem faced with acrobat 130:11, and 0 days of trial. This issue is identified and a fix will be released very soon and posted on adobe.com. I will update the thread with its details as soon as its available.

     

    As a temporary workaround I suggest you to use above steps till the fix is available. I will update this thread once the fix is posted.

     

    -Priyank

     
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  • Jain, Priyank
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    18. Jain, Priyank,
    Jun 20, 2012 6:31 AM   in reply to HelenWLee
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    Regarding acrobat 130:11 error, You need not install/reinstall any software again.

     

    1. Launch any other installed CS6 product.
    2. Click on License this software and login with same ID from which you have bought CCM.
    3. Launch Acrobat. and it will work fine.

     

    By any other CS6 product in the steps can you please try any of the following products:

     

    • Photoshop
    • Photoshop Extended
    • After Effects
    • Premier Pro
    • InDesign
    • Flash Professional
    • Illustrator
    • Dreaweaver
    • Audition
    • Prelude
     
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  • HelenWLee
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    19. HelenWLee,
    Jun 20, 2012 6:31 AM   in reply to Jain, Priyank
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    What steps to fix? There´s no other fix than to "License this software" which I wont be able to do in july

     
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  • HelenWLee
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    20. HelenWLee,
    Jun 20, 2012 6:33 AM   in reply to Jain, Priyank
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    I´m using Flash Pro mostly, thats where I get the messages. I uninstalled Acrobat because of the updater which is slowing down the startup.

     
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  • Jeff A Wright
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    21. Jeff A Wright,
    Jun 25, 2012 10:17 AM   in reply to HelenWLee
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    HelenWLee I believe we identified that you are receiving this prompt due to launching the Creative Suite 5 applications.  Will you need to be launching the Creative Suite 5 applications while you are without Internet access as well?

     
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  • HelenWLee
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    22. HelenWLee,
    Jun 25, 2012 11:05 AM   in reply to Jeff A Wright
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    I will not need CS5 during this time and I will bring another new lighter computer with CS6. CS5 has not been installed on that laptop at all so we´ll see then. Hopefully it will work. I will post the outcome here anyway.

     

    Will you fix the issue with CS5/CS6 or will that continue to be a potential snag? For future travel-work-planning.

     

    Thanks for taking the time Jeff!

     
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  • Jeff A Wright
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    23. Jeff A Wright,
    Jun 25, 2012 12:04 PM   in reply to HelenWLee
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    Last I heard it is still be worked on HelenWLee.  I am still catching up though from taking a week off so there could be an additional notifications in my e-mail inbox.

     

    I would also recommend that you check your subscription renewal date as you will need to have Internet access during that time.  You can find this under your account at Adobe.com.  It is located under the My Adobe section within My Subscriptions and Services.

     

    If this will be a new computer, with no CS5, and you are primarily using Flash then worse case scenario you may need to run in trial mode until you have Internet access again to activate.  You should then have 30 days of use within the trial mode after you need to renew your subscription.  Once you have Internet access you should be able to exit trial mode again.

     
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  • Jeff A Wright
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    24. Jeff A Wright,
    Jul 13, 2012 1:41 PM   in reply to Jeff A Wright
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    The issue with the CS5 licensing interferring with Creative Cloud has been resolved with the latest update to the Adobe Application Manager.  You can obtain the latest update for the Adobe Application Manager by downloading the update from http://www.adobe.com/downloads/.  You will find the link in the bottom right hand corner of the page for both Windows and Mac OS.

     
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