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Do I need ongoing Internet access to use my Creative Suite applications?

Jun 13, 2012 6:11 PM

Tags: #creative_cloud

Because your Creative Suite applications are installed directly on your computer, you will not need an ongoing Internet connection to use them on a daily basis. However, you will need to be online when you install and license your software, and at least once every 30 days thereafter. The software will alert you when you need to connect to the Internet for a license status check.

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  • Currently Being Moderated
    Jun 4, 2012 8:54 AM   in reply to Kim Isola

    This answer seems to be incorrect. I have experienced continual problems opening Adobe application since I subscribed to Creative Cloud and many times the error indicates that I ma not connected to the internet even though I have a good internet connection recognized by all of my other applications. I have opened support tickets and I have received no help.

     
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    Jun 5, 2012 10:27 PM   in reply to garycsan

    I'm experiencing the same errors, even when I am connected to the Internet.

     
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    Jun 6, 2012 6:46 AM   in reply to Kim Isola

    Adobe clearly has no intention of addressing this issue as evidenced by the telephone support person who hung up on me and the failure of anyone in this venue to offer any help. The forum indicates that this is a widespread issue. Is Adobe even making an attempt to support these obvious problems with Creative Cloud?

     
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    Jun 6, 2012 2:22 PM   in reply to garycsan

    Sorry to hear about your difficulties Gary. I found this support document that might help.

     

    http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-i ssues.html

     

    -Dave

     
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    Jun 7, 2012 8:43 PM   in reply to David__B

    I do not expirience any activation problems, however (even when connected) I get a message that the Trial has run out and I need to sign in to my account over and over again. This is not as annoying when I do have my internet connection, however I'm doing a lot of presentations and demos when I travel and I do not always have an internet connection. Above that - I've noticed that this causes Premiere to freak out and not open projects with the error "no preset found" or something like that (as I've seen on the forums - this Premiere issue is known as "back to trial" problem)

     
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    Jun 10, 2012 10:55 AM   in reply to Kim Isola

    I've also been experiencing the erroneous behavior of the CC licensing scheme. The applications continue to behave as if in "trial" mode. There are dialogs to reboot the computer, occassional dialogs to enter a serial number, and generally confusing language in the authentication dialog. As buggy as this is currently, (and there are plenty of users experiencing and documenting the problem) Adobe is not even close to meeting Kim's statement about how this is "supposed" to work.

     

    At what point after years (decades) of owning and licensing Adobe products and having an Adobe profile am I "trusted"  Speaking for myself I'd much rather pay for a whole year in one shot if that would mean I don't have to endure these superfluous, and at the moment, erroneous checks. The authentications are not occuring once a month, but almost every time a CC app is launched.

     

    The Adobe support person I talked to last week in India was uniformed on these issues. Rather than being helpful and seeking to document an issue he had not yet encountered, he seemed intent on explaining that what I was seeing couldn't happen... if support is not trained to recognize that Adobe software can and does have many bugs, it is not worth my time to endure the 30-minute wait time, horrible smooth jazz track that repeats endlessly and the oft-promised "this call may be recorded for purpose of quality control"

     

    Some of us still make a living with your software Adobe. I don't have hours to spend on the phone convincing your contractors that things are NOT going according to their script. Nor can I rely on Creative Cloud when I'm off on assignment, often with sketchy connectivity, to work without interruption. These problems are easily solved if you would engage with some of us. I actually live within 1-mile of your San Jose HQ and would happily come over one morning and explain how you can resolve this problem in UI terms and in the way you deal with customers.

     

    I used to be able to rely on Adobe support for answers to very rare issues. These days the problems are more common and the support is abysmal. And here's what I AM going to do about this. Every time I open a CC cloud app and encounter these problems I'm going to tweet the problem, every time until this is fixed. I hope others here will do the same.

     

    adobe_error.jpg

     
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    Jun 10, 2012 11:05 AM   in reply to maltaannon

    Hi, I agree with you and encounter the same annoying problem every time I quit an app, like eg Illustrator CS6. When I reboot the app, it says I will have to buy a license, since the trial period stopped (I have a year subscription). I tried to never quit the CS6-apps, but I have to use CS4, CS5 and CS6, so this is not an option. This cloud-behaviour is especially irritating, since I teach, using a beamer: every student witnesses this clumsy behaviour of the cloud software.

     
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    Jun 11, 2012 3:05 PM   in reply to VeloDramatic

    Adobe clearly has no intention of offering any real help with this. Thier support techs claim they can't call me even though they have called me before and I get calls on my line all day every day from others. It seems that all Adobe can offer are lame excuses or blatant denial.

     
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  • Currently Being Moderated
    Jun 13, 2012 6:21 AM   in reply to garycsan

    same here. Continual problem, treating my 'Cloud' like it is only a trial download that will run out if I don't renew license.

     

    I thought Cloud was supposed to make our life easier and allow us to work for 30 days without constantly loggin in to our Adobe accounts ...

     

    much less having Cloud revert to a 'Trial' ...

     
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    Jun 13, 2012 6:26 AM   in reply to David__B

    I see several posts with the same issue

     

    Cloud has reverted to trial that will expire if we do not license.

     

    Cloud was supposed to make our life easier, and work for * 30 days * without even being logged in to our account.

    It is supposed to require only monthly activation,

     
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  • Currently Being Moderated
    Aug 24, 2012 5:44 PM   in reply to WebForU2

    For the product launching in trial mode and the Acrobat X launch giving a 130:11 error please see the following document


    Trial screen displays on launch with -1 days | CCM, CS6
    http://helpx.adobe.com/creative-suite/kb/trial--1-launch.html

     

    Installing the latest version of Adobe Application Manager resolves this issue. A link to the latest versions is in that document or now you can also get the latest version by simply launching Adobe Application Manager from the Start Menu (Windows) or alias in the Applications folder (Mac)

     

    -Dave

     
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  • Currently Being Moderated
    Jun 15, 2012 11:43 AM   in reply to garycsan

    I have the monthly subscription.  Occasionaly I get the message that I have not activated my software.  I then go to control panel and uninstall the software.  Next I go to the cloud and install the software.  This happens frequently on my windows machine.  My second machine is a macbook pro.  I will start trying the software on it to see if I have the same problem

     
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    Jun 15, 2012 12:09 PM   in reply to David__B

    It is totally unacceptable that I can't use the previous versions of Adobe applications after subscribing to Creative Cloud.

     
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    Jun 16, 2012 5:02 AM   in reply to garycsan

    I have a previous version of CS on my macbook pro.  I went to the applications folder and clicked on flash CS4.  It came up just fine.

     
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    Jun 16, 2012 9:47 AM   in reply to David__B

    there licensing and verication issues are very very basic!  did no one test this concept before it launched as public product?  I've been in software and projects for many years, and this screams that it was launched on the demanded launch date, even if it didn't work!!   it looks pretty sad.  i love adobe products, and have for years, but this is very scary and sad. 

     
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  • Currently Being Moderated
    Jun 24, 2012 4:39 AM   in reply to frederick wheeler

    As a working professional I'm finding that Creative Cloud both frustrating & embarrassing
    imagine being called to a clients office to do some product retouching and finding that without
    a reliable internet connetion that the product that I DO pay for WILL NOT WORK, and to put to bluntly
    if the software that makes me a living won't work, then I can't either.

     

    I would think that CS6 sould be able to run for at least a week without checking in, not everywhere in
    the world has San Jose internet speeds, I often go to places where the best you'll get is 50~150kbs
    and at a few times a year
    places where there is NO NET ACCESS AT ALL.

     

    I have licensed cs5/5.5 products on my big PC and have removed cs5/5.5 from my laptop and both
    suffer the log on 2-4 times a day.

     

    It is VITAL that this issue is fixed

     
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  • Currently Being Moderated
    Jul 5, 2012 8:58 AM   in reply to Kim Isola

    It's clear from the multitude of support issues being discussed on this forum that Creative Cloud is not ready for commercial release.

     

    For any cloud version of a professional application to be acceptable to users, there has to be a 100% confidence that the app will work wherever you are.

     

    Every time, without fail.

     

    Online or offline.

     

    No exceptions.

     

    I had ordered Creative Cloud and have returned the product for a refund.

     

    It would be professional suicide to have the package stop working when I'm out in the field or speaking in front of an audience.

     
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    Jul 5, 2012 2:06 PM   in reply to Thomas Dearie

    I agree there appears to be some validation and verification issues and the "every 30 days license validation"  is broken.    I hope these issues will be resolved soon.  i  have not  seen any acknowledgement from Adobe that there is a  problem.   just referral to the FAQ that says everything is "fine".      I too want to subscribe, so lets get this fixed.  please.   Lynn

     
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    Jul 6, 2012 8:50 AM   in reply to frederick wheeler

    Adobe has got to get this fixed!  The once every 30 day validation is nice, but please give customers something like a 15 day grace period or check 15 days before expiration to give customers an early warning to connect to the network.  Give a paying loyal customer some time to connect to the network is reasonable, but no immediate shutdown please.  That is not the way to treat a paying and long-time loyal customer.  Customers don't want to find out they can't run the software they paid for just after they boarded a long international flight, or have an internet outage due to storms, etc...   We just had massive storm outages in the North East US, and this included taking out internent and some cell towers with 3G internet access too.

     
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    Jul 6, 2012 9:04 AM   in reply to DavidDibert

    I had to go through more daily updates and applications not working at critical times this week. Adobe is clearly doing nothing to help. This is taking hours and days of my time to deal with.

     
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    Jul 8, 2012 12:54 AM   in reply to Kim Isola

    That's just freakin' GREAT when the software decides to "alert" me that it's time to do a @#$%&*!!! "license status check" while I'm on a gig with no internet connection!  There I stood with the client glaring at me, fumbling with my phone trying to set up some kind of ad hoc internet connection so I could open AE!  No option to defer the so-called status check, just a firm, vertical middle finger from the software I *PAID* for!!!

     

    Thank you very little, Adobe.  I hope I get the chance to repay you with similar inconvenience, embarrassment and annoyance some day.

     
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    Jul 8, 2012 4:17 PM   in reply to v5v

    Did that really happen?

     

    That would really concern me.

     

    I'd like to buy into Creative Cloud, but a single incident like the one you described is a zero-tolerance event.

     

    When I'm offline with the software, that's exactly the time it absolutely cannot ditch, because that's the time I'm teaching in front of 300 people or am in the field without the resources to remedy the situation. Sometimes I'm away from the internet for a couple of weeks at a time.

     

    When a user uses the software offline, the very worst that should ever happen is a"Please log on to Adobe.com and sign in within the next 30 days." Even that is a bit tight if you're on a field trip.

     

    To be viable, the Cloud system has to be absolutely 100% fail-safe for users.

     
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    Jul 8, 2012 10:55 PM   in reply to DavidDibert

    Maybe on the month to month, but if you signed up for the full year, I think that they shouldn't have the check-in til you are close to the end of your subscription period, as long as you are current on the monthly payment.

     
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    Jul 9, 2012 8:22 AM   in reply to Jeffrey Koski

    Yes, Adobe, listen to this suggestion! You have a yearly commitment, please don't shut down without warning every month; or, seemingly, every time there is a brain fart at Adobe.

     
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    Jul 11, 2012 5:34 PM   in reply to David__B

    Adobe has an updated version of the Adobe Application Manager which resolves the issue where launching CS5 products causes CS6 products to revert to trial mode and need to be relicensed. This updated version will get installed automatically when launching AAM in the very near future, but if you are interested it getting it immediately it can be download and installed from the links below.


    Windows
    http://www.adobe.com/support/downloads/detail.jsp?ftpID=4773

    Macintosh
    http://www.adobe.com/support/downloads/detail.jsp?ftpID=4774

     
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    Jul 11, 2012 6:26 PM   in reply to David__B

    Thanks for the update

     
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    Jul 11, 2012 6:27 PM   in reply to David__B

    Thanks for the update

     
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    Jul 12, 2012 6:17 PM   in reply to frederick wheeler

    You're welcome

     
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    Jul 17, 2012 11:12 PM   in reply to Kim Isola

    I have to login every time too. If my internet access is down I'll be dead in the water, I won't be able to work at all. Since I live in the mountains this unfortunately is a somewhat regular occurence. Not good at all. Fix it Adobe.

     
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    Aug 24, 2012 5:19 AM   in reply to Kim Isola

    I'm a contract designer. I use my own laptop (with CS6 creative cloud subscirption). Today I was working for a large organisation so I couldn't get access to the internet. When I tried to open Photoshop I was presented with a message saying that my subscirption has expired. I couldn't open any of my creative suite applications. I was using them all at home the night before when I had an internet connection.

     

    Considering earlier this week Adobe politlely took my monthly subscription I was left feeling extreemly frustrated and seriously out of pocket. I LOST MONEY. I'm a fully paid up customer and I couldn't use the products and services that I HAVE PAID FOR.

     

    Can I invoice you Adobe for the money I've lost? Perhaps I should have a chat with my Lawyer. This is wrong!

     

    Adobe your payment system is flawless. You have no technical issues what so ever when it comes to taking my money. HOWEVER when it comes to delivering the products that people are paying for you are NOT providing an acceptable service. I'm constantly recieving messages telling me that my subscription has expired or my trial period is up. It's a horrible user experience and diabolical customer service. Every time I open CS6 and get one of those messages I feel like I've been ripped off and today I really have.

     

    Adobe are you going to do anything about this?

     

    What a way to end the week.

     

    Thanks alot.

     
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    Aug 24, 2012 3:22 PM   in reply to Spen

    I look forward to hearing when the requirement to have an internet connection to use Cloud provided products is addressed.Until then I will continue with the retail products. Thank you all who have posted here and saved me a similar fate.

     

    Chris

     
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    Nov 24, 2012 1:53 PM   in reply to corchard2013

    This is still an issue. I installed CC last month, and installed PS. When my credit card was charged for the subscription renewal this month, PS application kept telling me my subscription is about to expire, which it eventually did. During the final three days of the subscription, I chatted with agents (getting different answers) and did a lot of research myself. I finally just uninstalled PS and reinstalled it. It seems to be working OK, but I do NOT want to have to go through this every month!

     
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    Nov 24, 2012 9:43 PM   in reply to klospieli

    A guy from Adobe had me completely disable my anti-virus and firewall (temporarily), and then do an update through the Adobe Application Manager. After that I haven't had to constantly connect to Adobe to activate. Good luck.

     
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    Nov 25, 2012 10:44 AM   in reply to Lisa_DM

    CC is installed on a corporate laptop, so I can't disable any anti-virus or firewall software. PS appears to be working fine right now. I can't imagine how difficult it must be to troubleshoot subscription issues...what works for one subscriber, won't work for the next one. One of my coworkers who is having the same issue was told by a support agent to "use the software manager application to install any other CC software application that you don't currently have installed." She did that, and it worked for her, but not for me. What I would like Adobe to do is to acknowledge the problem, post something on the site about it or send CC subscribers an email suggesting various work-arounds until the issue is solved.

     
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