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R
ru-howe
Participant
April 8, 2025
Question

Is everything OK? I'm worried

  • April 8, 2025
  • 1 reply
  • 302 views

It's been over five weeks since anybody from Adobe has replied to any messages here, as far as I can see.

 

I have an urgent bug report about Express Embed not working on Safari, raised on February 28, with a follow ip five weeks later - which has had no reply. It's now April 8.

 

There are some other questions raised by other users which have not been replied to. One was resolved by another user, with no Adobe reply.

I have another feature request that hasn't had a reply as well. 


When Amanda was setting this up and running it, she set an expectation that she would reply immediately and hopefully to resolve issues – and as you know, I have been delighted with this support.

 

So the sudden disappearance of any replies from Adobe team members feels stark. It makes me worried. We have invested a lot of resources into Express Embed and made significant strategic decisions around it.

 

Having it not work at all on a browser used by the majority of our users is a really big problem for us.  So I am disappointed that this bug report and chase has not even been acknowledged.

 

But I am even more worried that there has been a decision to deprioritise support or deprecate Express Embed.

 

If that is the case, please could you let us know sooner rather than later and have some discussions with us about the path forward.  

If it's just that you're all really busy or a key person is away, could someone let us know that - and just add a quick reply to the messages saying that the bugs have been logged ans questions have been logged?

 

I apologise if anyone finds the tone or content of this message annoying - I assure you this isn't fake worrying to get a response – it's of such importance to us that I have stayed awake in the middle of the night worrying about it, and five weeks is a very long time for this forum to go quiet.

    1 reply

    ErinF
    Community Manager
    ErinFCommunity Manager
    Community Manager
    April 9, 2025

    Hi Ru,

     

    We don't want you to lose sleep over Embed SDK!

     

    I apologize that I can't be as transparent as I'd like in my response here, but in short, Amanda left Adobe early last year, and it took some time to hire someone new and get them up to speed.

     

    Embed SDK is doing well, and there's a lot of investment in it from Adobe. However, the Embed team has been prioritizing bugs and feature requests from strategic business partners first. We're working hard behind the scenes to revamp the bug reporting triage system. Hopefully you'll see some improvement in this forum's management as the year goes on.

     

    In the meantime, my team is reading this forum, even if our responses are infrequent.

     

     

     

    R
    ru-howeAuthor
    Participant
    April 9, 2025

    Thanks Erin,

    I really appreciate you replying in detail.
    We absolutely appreciate you needing to prioritise resources, and I postponed writing for a while because I didn't want to appear impatient. I was genuinely worried. You all are great, and we've aligned with Adobe because of the interoperability culture and support and amazing SDKs like this.

    It happens that our strategic business partners are many of the same as yours – as in, over half of the companies who gave the keynotes and presentations at Summit are also our customers because we provide a layer Adobe doesn't have yet, integrated with Express and now AEP. And these are the users reporting to us about Safari not working, and much of the other roadmappery I post here. 

    (Plus lots of agencies, the world's top universities and tens of thousands of smaller innovative creative orgs and creators.)
    So despite only appearing here, we and others here are a canary in the coal mine, worth keeping an ear out for. You are the only people who can hear us, and it got a bit scary down here in the mine when the lights went out. 

    I realise it's a busy time of year and I'm really happy to know Embed is doing well and being invested in - thank you!

    Ru

     

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