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Remy Rossi
Remy Rossi
Participating Frequently
August 2, 2017
Answered

Troubleshoot at Senior Level

  • August 2, 2017
  • 1 reply
  • 1284 views

Dear community,

I'm wondering if any of you have encountered some serious troubles installing Adobe CC on Windows 10, or is it me who's that unlucky?

I've been told by Adobe that my case has been escalated to Senior Level. Although I like the phrasing, I confess, I rather have the Apps working by now.

I'm unable to install any single App. I've spent hours with Adobe's Chat and they've tried absolutely everything. No result. A team of expert is supposed to mail me; and I'm waiting for now 2 days.

I resume. I bought a brand new PC: Windows 10 Pro 64 bit, I7 - 7700 @ 4.20Ghz, 32GB Ram, GTX 1050Ti 4GB, Motherboard Asus Strix, SSD, etc., so it's supposed to be a good machine. Right? It sure is the most powerful machine I ever owned (by twice), it's also a fresh install with all updates made; finally, I have the license for all hardware/software and registered it all. Yet, no Adobe CC for me.

This is a bit beyond logic, or even science as I know it. I mean: you buy a brand new powerful machine, the official license for every single software you used, you spend hours with Adobe to install it all, it should work. Isn't it?

Please help. Anything. For sanity sake.

Best regards and many thanks,

Remy

    This topic has been closed for replies.
    Correct answer Jeffrey_A_Wright

    Hi Jeff,

    Thanks to join in.

    0189160680

    I've spent few hours with Sunanda. We had remote access session, so forth.

    0189163707

    I met Rishabh, who told me "sorry, everything on the troubleshoot's list had already been tried, please wait..."

    I'd like to say: I'm an Adobe fan; beside the fact it still doesn't work for me now, the Adobe's chat has been very nice and tried as hard as they could. (So it seemed to me.) Even though it doesn't work yet, I know it will (right?).

    Tonight is the third night I'm spending in the front of this Photoshopless computer; but the night is young, Windows 10 is finishing its last update and there come you guys, so I keep hope.

    Cheers.


    Remy I am showing that case 0189160680 has been escalated and you will be contacted with an updated solution.

    While you wait I would recommend reviewing your network to verify it is allowing access to the necessary services, and ports, required to download and install Creative Cloud applications.  Details on the required settings can be found at https://helpx.adobe.com/content/dam/help/attachments/Creative_Cloud_for_enterprise_Service_Endpoints.pdf​.

    Please update this discussion if you have still not been contacted within the next two business days Remy.

    1 reply

    Ned Murphy
    Ned Murphy
    Legend
    August 2, 2017

    Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

    Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

    Creative Cloud support (all Creative Cloud customer service issues)

    https://helpx.adobe.com/contact.html?step=CCSN_membership-account-payment_change-or-upgrade-your-membership

      Remy Rossi
      Remy RossiAuthor
      Participating Frequently
      August 2, 2017

      Many thanks for the reply, Ned.

      I did spent three hours or so with someone on this very chat you sent me. That was two days ago. No Adobe CC for me.

      I gave it a try yesterday, again, and I've been told: "my case has been escalated to Senior Level, please wait, someone will contact you by mail. The best I can do now is placing you in top list." I don't remember the exact phrasing for the end, but you get the point.

      Top List? Two days and no mail? Is it that so many people with problems?

      Adobe has a huge success, so why not? I know I'm a huge Adobe fan. I just think it's weird to have such good setup for the Apps and not been able to have a single App working. I can't even install Acrobat Reader. Seriously.

      But thanks, Ned. I appreciate your gesture.

      This situation is so unreal any help is welcome. Maybe there's something so simple that everyone so far missed it. I don't know.

      What I know: it's simply ridiculous to have this set-up and nothing working. It's like a bad joke.

      Cheers

      Govardhan.V
      Govardhan.V
      Participating Frequently
      August 2, 2017

      What exactly happening when you try to install Adobe apps?

      And the PC configuration is great, i7 7700k is a beast as good as AMD Ryzen. 

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