Unacceptable: Adobe applications shut down after hours of Internet being down

Forum|Forum|4 years ago
March 18, 2021
2 replies
401 views

We had a one day internet outage. Not even 16 hours into this even my Adobe applications started to shut down accusing me of not having a valid license.

This is unacceptable and as a long standing customer I feel insulted.

Adobe, I am asking for more respect towards your customers!

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Nancy OShea

Community Expert

This is unacceptable and as a long standing customer I feel insulted.

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@GrandfatherTrout,

I'm sorry you feel that way but as a fellow product user, I think you're way off base here.

Your Internet connection was disconnected. How is that Adobe's fault?! You need Internet service to use Creative Cloud apps and online services. It's clearly stated in the system requirements.

https://helpx.adobe.com/creative-cloud/system-requirements.html

Do you also blame your refrigerator maker for not holding your food at the proper temperature when the power goes out? No, of course not. That would be absurd and so is this.

Nancy O'Shea— Product User & Community Expert

G

GrandfatherTroutAuthor

Participating Frequently

Internet was out for about 16 hours. The software should have been working. In fact for as long as my account is paid up I would expect the CC software to work offline with no hiccups.

Requiring constant internet connection for software to run is simply un-ethical and dis-respectful towards the customer.

There are other situations when users need to work offline (travel etc).
This should not need any discussion.

Nancy OShea

Community Expert

Did your software call home recently? It needs to verify your subscription status approx every 30 days and be open and running when the outage occurs. If you log-off, you'll need to log-on again. And it goes without saying that none of your online services will work without Internet service. That's no disrespect, that's just how Creative Cloud works.

Nancy O'Shea— Product User & Community Expert