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krandyyy
krandyyy
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Problems with Creative Cloud subscription update

Jul 10, 2012 2:39 PM

Tags: #creative_cloud

Yesterday I started getting a message when I attempted to open Illustrator (or Photoshop).

 

renew subscription screen.jpg

Knowing that I purchased the yearly contract for the creative cloud so I thought it was licensed already. So I selected "Try Again' and got the following message.

 

thank you screen.jpg

 

Despite the message in this box, Illustrator(and Photoshop) still refused to open. Instead the "renew your subscription" box would continue to pop up.

 

So I next selected "License this Software". That seemed to work. Both Illustrator and Photoshop opened up.

 

However every time I power down the PC I have to do the same thing all over again. When I'm trying to use the software without an internet connection, I'm just plain out of luck. Nothing works.

 

Can I get some help on where to look to see how these programs are updating their monthly check-in with the CC. Better yet some instructions on how to fix this problem would be appreciated.

3041 Views   19 Replies   Latest reply: Kirsten Harris, Nov 27, 2012 1:32 PM
 
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  • David__B
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    1. David__B,
    Jul 12, 2012 6:08 PM   in reply to krandyyy
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    Are you still seeing the behavior? We recently released an updated version of AAM that should resolve the issue.

     

    -Dave

     
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  • krandyyy
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    2. krandyyy,
    Jul 15, 2012 3:22 PM   in reply to David__B
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    Dave

     

     

     

    Yes, I have the same behavior. I am getting around it by leaving something running when I know I’m going to be working offline.  This seems to work, I just have to remember to hibernate my PC instead of turning it off.

     

     

     

    When I retried everything after your note below, I didn’t do anything special. Opened the application,  logged on and updated the subscription, closed the application and tried to rerun it. I still received the screen I showed in my post. Nothing changed. 

     

     

     

    Do you want me to remove everything from my drive and try reloading it?  If  so, give me a couple of weeks. I’m on travel next week with sporadic internet connections.

     

     

     

    Thank you for your response. I appreciate it.

     

     

     

    Randy

     
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  • David__B
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    3. David__B,
    Jul 18, 2012 3:16 PM   in reply to krandyyy
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    Hi Randy,

     

    Try installing this update when you have internet connectivity and then launch and then log-in the apps with your Adobe ID.

     

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

     

    -Dave

     


     
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  • Michael Tapes
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    4. Michael Tapes,
    Aug 2, 2012 3:07 AM   in reply to David__B
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    Hi Dave,

     

    I am having the same problem. Have tried all of the listed fixes, and still I have to License the Cloud every day, several times a day. Even if I am running 1 app and try to launch another I am met with the "Renew..." dialog. This is getting to be a royal pain, and as they say without an internet connection, I will be up the creek. Help please. Thanks in advance...

     

    Michael Tapes

    Win 7 64 bit 8GB RAM

     
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  • Arpan CJ
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    5. Arpan CJ,
    Aug 24, 2012 7:58 AM   in reply to Michael Tapes
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    I've been having the same issue for 3 days now, and am unable to do my work.

     

    I tried what was suggested in this thread, installed the updates for the Application Manager, but this continues to happen. I've paid Adobe a lot of money over the years, and I expect this issue fixed.

     

    Seems like I should have been smart and just pirated your software instead!

     
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  • Arpan CJ
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    6. Arpan CJ,
    Aug 24, 2012 8:39 AM   in reply to Arpan CJ
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    One thing I don't understand is this, why do you not have a fallback in case there is an issue for activation. I would think that if there was an activation issue, there should be a grace period of atleast a couple weeks, especially for a paying customer who has already paid for previous months. This is disgraceful.

     
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  • David__B
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    7. David__B,
    Aug 24, 2012 10:17 AM   in reply to Arpan CJ
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    This is not normal behavior and is an issue only affecting a small number of customers. What should happen is the software confirms the status of one's account silently in the background every 30 days. If for some reason this process cannot complete after 7 days then the software goes into a grace period and you get the pop-up window as shown in Randy's original post. I'm very sorry for inconvenience experienced by those which are affected by this issue.

     

    Some of the things I am curious about regarding those affected

     

    - Are you on a domain using a user account governed by group policies?
    - Do you use any kind of security software or software that maintains the computer in a specific state, prevents system or registry changes? (like Deep Freeze)

    - Are you working in a user account with full local administrative rights?

    - Was the current OS installation one which was upgraded from a prior OS versus installed on a newly formatted partition?

     

    When the activation process completes it makes certain changes to the system, if something is preventing these changes from remaining permanent it would explain why you would have to activate over and over

     

    Some things that would be good to test in this situation

     

    - Try completing the activation process while logged into a newly created user with admin rights, try working in this account at least temporarily to see if the behavior occurs there as well

    - Disable any security software temporarily and complete the activation process

    - For Windows 7 users try enabling the hidden built in Administrator account and completing the activation within this account (this would just be an alternative to the new user with admin rights)

    http://support.microsoft.com/kb/555910

     

    Please follow when you get the chance,

     

    Thanks,

     

    -Dave

     
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  • Arpan CJ
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    8. Arpan CJ,
    Aug 24, 2012 12:39 PM   in reply to David__B
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    I'm on a Mac (10.7.4).

     

    • I have a broadband internet connection, and everything else works fine.
    • I've setup my system, and have full admin rights in this account
    • I've also tried the activation on 2 different networks + a USB 3G modem. None of the networks have any special restrictions or firewalls.

     

    I ran the updates to Application Manager and rebooted the system. Tried it 2 or 3 different times. Today night, tried it once again after posting the previous post and this time the update worked and I was able to activate my account.

     

    I'm not sure if the change was the update, or some change on the activation server.

     
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  • Arpan CJ
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    9. Arpan CJ,
    Aug 24, 2012 12:42 PM   in reply to David__B
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    David__B wrote:

     

    What should happen is the software confirms the status of one's account silently in the background every 30 days. If for some reason this process cannot complete after 7 days then the software goes into a grace period and you get the pop-up window as shown in Randy's original post. I'm very sorry for inconvenience experienced by those which are affected by this issue.

     

    So, what if I have the payment gets flagged or blocked, and the payment does not happen. In this case, the software is able to connect to the activation server. In this case will there be a grace period for the user to contact the credit card company and fix the issue, or will the activation get disabled immediately?

     
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  • David__B
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    10. David__B,
    Aug 24, 2012 1:26 PM   in reply to Arpan CJ
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    Hi Arpan,

     

    Yes, there is still a 7 day grace period if the payment couldn't process. You get a message that the subscription is going to expire in that case.

     
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  • NightSkyGuy
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    11. NightSkyGuy,
    Sep 10, 2012 2:16 PM   in reply to David__B
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    Thank you for letting us know that issues that affect a "small number of customers" and only require them to waste hours of their time is almost important.  It also tells me that my week long workshops where there is no internet access will result in my inability to use products.

     

    Glad I read this before I clicked the button to try "Creative Cloud".

     

    It's completely useless to brag about the software being "right there on your computer" when it's not usable unless the "cloud" is alive AND the software works.

     
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  • Aarondroid
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    12. Aarondroid,
    Nov 26, 2012 11:10 AM   in reply to NightSkyGuy
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    I just had the same problem.  After Effects was working great this morning, but then I opened it back up to make a "quick change", and this message popped up.  I tried to contact Adobe, but there was a 2+ hour wait time on the phone and a 45 min wait on chat.  Such a waste of time. 

     
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  • bill77777777
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    13. bill77777777,
    Nov 26, 2012 2:18 PM   in reply to Aarondroid
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    I am running on two macs (MacBook Air and MacPro), both are having the problem on my home network, or at any number of other hot spots (Starbucks, etc.). Spent 90 minutes on the phone with customer service and they finally told me it was a "bug" that they had to report. Is there really not a solution to this?

     
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  • Kirsten Harris
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    14. Kirsten Harris,
    Nov 26, 2012 6:31 PM   in reply to bill77777777
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    I apologize for the problems. We have now identified the root cause for the expired subscription message and are fixing it. Expect to have the sign in working by US West Coast morning hours on Tuesday, 27th.

     
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  • lbolser21
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    15. lbolser21,
    Nov 26, 2012 6:33 PM   in reply to Kirsten Harris
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    Kirsten,

     

    I am trying to cancel my subscription, but can't seem to get any help. Can you direct me? I am currently on hold for a rep on chat and on the phone, both for over 30 minutes.

     

    Leslie Bolser

     
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  • bill77777777
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    16. bill77777777,
    Nov 27, 2012 9:03 AM   in reply to Kirsten Harris
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    Kristen,

     

    I am still having all kinds of problems with the sigin, but I know you are working on this. Will the solution require a download of some sort? and will you notify us when it is in place?

     
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  • Apparel Matters
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    17. Apparel Matters,
    Nov 27, 2012 1:27 PM   in reply to bill77777777
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    I am getting the same errors.... eveything worked fine then this.  Everything I have tried did not work.  Really bad deal.  Support sucks.  Cloud is not too good yet. 

     
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  • Apparel Matters
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    18. Apparel Matters,
    Nov 27, 2012 1:28 PM   in reply to Kirsten Harris
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    It is Tuesday afternoon here....any help?   Still not working.

     
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  • Kirsten Harris
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    19. Kirsten Harris,
    Nov 27, 2012 1:32 PM   in reply to Apparel Matters
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    The issue is resolved. If you are continuing to get subscription expired messages, please email me directly at kiharris at adobe dot com with your Adobe ID.

     
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