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defaultngzyhs43i3hv
Participant
August 20, 2021
Answered

My staff are suddenly being told to sign up to CC to use Adobe Fonts

  • August 20, 2021
  • 2 replies
  • 2370 views

We are a very small business, and while I have full access to the Creative Cloud suite, my three staff are all on subscriptions to Acrobat Pro DC - which up until two days ago allowed them access to Adobe Fonts as well.

As of yesterday, they can't activate any fonts - even though previously activated fonts are showing up in Word etc - but they don't work.

As manager, I go to the Admin Console and I can't make any changes to ensure that they can access Adobe Fonts. I'm paying for them to be able to do their work and we're losing hours becuase they can't deliver client projects because fonts they'd previously licensed are suddenly not working!

I've logged in and out of the CC App and their online accounts as them - but nothing I tweak will tell their accounts that they're able to access the Fonts side of things. What's really weird is that even if they log in under their Business profile (rather than the new Personal profile), when they reach Adobe Fonts, it seems to think that they're there under their Personal profiles, not their business ones.
Short of asking each of them to uninstal and reinstal CC and Acrobat Pro, does anyone have any ideas how to fix this - it's driving us all crazy! (Please also bear in mind that we're all work-from-home people, not highly tech-savvy, so this is adding even more stress.)

This topic has been closed for replies.
Correct answer Vikrant R

I hear your pain, Jon - and I'm glad I'm not alone in this - it's been a tough couple of weeks trying to work around this issue.

And thanks for that explanation, Vikrant. But that doesn't make sense to me.
When I log into our Management Console to look at plans for my business, the Acrobat DC Pro offering clearly shows that Fonts are included as per the screenshot below. And for the last couple of years, my staff have been able to use the fonts via their subscriptions to Acrobat DC Pro.
My understanding of what's happened is that Adobe has now split users' accounts so that when they're using their 'Business' account they can't access fonts. Our staff create documents in MS Office then use the Acrobat Pro software to create PDFs. The fonts won't work in their MS Office software as they have to sign into their Business profiles to create the PDFs. Then if they sign into their Personal profile to access the fonts, they can't create any PDFs!
And if fonts have now been effectively detached from the Acrobat DC Pro 'Business' profile offering, why weren't subscribers warned about this and given a financially viable alternative?
For three years we've been using the Acrobat Pro DC licence with fonts and now we suddenly can't - we have lost hours and hours in productivity over the last month due to this change (trying to work out what was happening) and due to the lack of explanation and warning from Adobe.
I realise this isn't your fault Vikrant - and it's great to finally have someone from Adobe address this issue on the forum - but I believe that businesses like ours and Jon's are just the tip of the iceberg here.
What I can’t understand is Adobe’s thinking with this change. What use are fonts on a Personal profile if a business has signed someone up to Acrobat DC Pro? Surely Adobe must realise that we’d want our staff to be able to access fonts as part of their work tasks they way they’ve been able to in the past?


Thanks for bearing with us as we worked through this issue. Our teams were able to reproduce and then fix it. DC only users should now be able to sync fonts on their desktop machines. Users can sign in to the CC Desktop app with their business profiles and then jump over to fonts.adobe.com to activate the desired fonts. The Adobe Fonts website will also prompt DC-only users to select their business profiles while signing in. With this fix in place, you won't need to switch between the personal and business profiles to access both Fonts and Acrobat.

 

Sorry for the inconvenience caused and really want to thank you for the detailed steps and screenshots which helped our teams isolate and fix the issue.

 

 

 

 

2 replies

J
jonr74706289
Participating Frequently
September 16, 2021

We have the same issue

 

11 x acrobat Pro DC licences through our businesses a/c, since the creation of separate business and personal profiles ...... we cannot access the fonts on our desktop, we're logged in as biz in creative cloud, acrobat pro DC

 

But as you say, we try and activate the font and defaults to logging us in to the personal profile on the online fonts page and there is no way to login as our business profile and activate the font

 

We're going round and round the houses with adobe support who are telling us it is a known issue but offering no solution at all

 

We have asked that they supply us on a temp basis with 11 x personal profile acrobat DC licences, but thus far they have refused and said we need to pay for them.

No current known workaround

this is crazy .....

 

So we have fonts that we use on most correspondence that we are unable to access and use

Getting very very frustrating .....

Jon

    J
    jonr74706289
    Participating Frequently
    September 16, 2021

    and you can't even get into the billing element of Adobe either since the change, as I am in our business a/c

     

    have gone into billing history, and it asks to login as your personal profile - brings up lists of invoices, and when you click on them .... it sends you to another login screen and then shows an error

     

    losing the will to live adobe ...... (this was just to get invoice details, as we are on the phone to someone at billing to go through the issue and try and get resolution to having personal acrobat Pro DC licences FOC until resolution, and we can't even get our details accessed by anyone within billing off co. name, address, email .... can't find us!!!)

      Bani Verma
      Community Manager
      Bani VermaCommunity Manager
      Community Manager
      August 23, 2021

      Hi there, 

       

      We recently introduced profiles to your sign-in experience to help you better manage your content across multiple plans, it sounds like this might have happened due to that. 

       

      I would recommend contacting the support team, click on the chat icon on the bottom right corner of this page: https://www.adobe.com/about-adobe/contact.html 

       

      M
      Moof grafisch ontwerp
      Participant
      August 23, 2021

      I have a teams account for myself and my colleague. The full package. Indesign, photoshop, ... creative cloud so. But since today I can no longer get fonts activated in my layouts. They are activated in my creative account but they do not load in indesign. I cannot get in touch via chat. Apparently I can only contact them via the forum. This frustrates me enormously. help?

        jenniferm255076
        jenniferm255076
        Participant
        August 29, 2021

        Hi Moof

        Not sure if you saw Bani's reply to my original post about the same problem, but hopefully that link worked for you so you could get the chat thing started. (https://www.adobe.com/about-adobe/contact.html)

        I originally tried calling a support line - but it rang for an hour so I gave up. I had to work through the chat box and ended up being passed to three different responders, then the case got elevated. I then received an email so I took a lot of screenshots, marked up where the issues were, and sent them back. Eventually a tech guy called, investigated again and I think understood that it's not something we're doing our end - that it's something happening the Adobe end. 

        I think it's to do with the new 'management console' that's been rolled out. What I'm seeing is that access to fonts seems to have disconnected from the 'business profile' of each user and attached itself to the 'personal profile' of each user - and of course none of my people have a paid personal profile, so their fonts won't work. The moment they click through from any part of their business login to the fonts area, it diverts them to their personal profile. (Ironically, my account seems to be working. Go figure.)

        I'm surprised so few people seem to be having this problem - I'm sure there are others out there wondering what's gone wrong but don't know how to fix it. Or else they haven't yet noticed there's an issue, or they just think some fonts are glitching.

        I last spoke with someone on Friday, and he said he'd talk with the people his end and get back to me Friday or today (Monday). There's no email, so I suspect there'll be a phone call some time today. I am just hoping it's been fixed across the board in the meantime - if you're lucky, you won't have to do anything, it will just be working by now! I shall keep the fingers crossed for you, but if it's not working, do your best to report it - you need to be able to do your work. Good luck!

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