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Colin232637813w7x
Participant
March 20, 2023

ASSEST ACCESS ISSUE

  • March 20, 2023
  • 7 replies
  • 364 views

Can no longer download my 3d assets . Have been using the same account for over a year now and suddenly telling me i dont have authorization.

7 replies

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Colin232637813w7xAuthor
Participant
March 23, 2023

I got my access to my assets changed(permissions) for some reason even though i had been using the sam account for over a year  , nobody has told me why (still).

I had to go through my admin that then contacted Adobe , who then had to reset my account  and reinitiate access .

This was all resolved without an explanation or apologies  from Adobes end . Nothing. Even though it ended up costing me a day and a half of work . 

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Colin232637813w7xAuthor
Participant
March 23, 2023

This issue has been resolved now and this was not the solution at all. No Help.

Marion3D
Community Manager
Marion3DCommunity Manager
Community Manager
March 23, 2023

Can you please let me know how it was resolved so I know how to help if it happens to someone else?

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Colin232637813w7xAuthor
Participant
March 23, 2023
This issue has been resolved now and this was not the solution at all.
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Marion3D
Community Manager
Marion3DCommunity Manager
Community Manager
March 23, 2023

From what I see you have two adobe profiles linked to your email:

- One Federated ID, which is linked to your JISC account

- One personnal account, which is linked to your TUS account which is where your substance license is.

Can you please log out completely of adobe/substance 3D Assets, and then come back and log in with your "Personnal Account", and then see if the TUS org is available by clicking on your profile?

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Colin232637813w7xAuthor
Participant
March 22, 2023

Hi Marion 

I have just tried to responed to you via the email  I have just recieved  with an image that shows i have tried that (it sent it back telling me it was undeliverable).

I know the following  is not much to do with you personally , but over the last couple of days trying to sort out this issues , I have without doubt received some of the worst customer care I have ever experienced .

Yesterday I contacted your support team . I was transfered seven times and cut off once. Then,bascicly told to contatct someone else . This was after i eventually got hold of a human being.

This wasted several hours of my time and still left me with no acces to my assets , which is now effecting my work production . Im reminding you that the licesnce is not cheap .

Marion3D
Community Manager
Marion3DCommunity Manager
Community Manager
March 22, 2023

Hi Colin,
Can you please make sure you select your organization profile by clicking on your profile picture on the top right of the page?
You might be logged in/identified by your personal profile currently, and your download points are linked to the team you are part of (1170 download points are currently available)

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