Inspiring

Question

Robohelp and Adobe Creative cloud Suites incompatibility at the same time.

Forum|Forum|1 year ago
February 21, 2024
4 replies
1069 views

Good morning Community,
We have purchased Adobe Creative Cloud and Robohelp licenses, since we are dedicated to content editing. They are different products and suites, but .... the licenses are incompatible with each other!
If I log in with Cloud, it closes robohelp and vice versa. I can't have both licenses (software) working: The license I have to choose makes the other package go to trial or closes the program I need.

To edit in Robohelp, I need to be able to have Acrobat or Photoshop, both suites. But for each use, I have to log out and log in with the other one, which makes it impossible to work.

I have no contact with Adobe with this, just a totally useless bot chat, so I turn to you, the Great Community.
Is anyone in a similar situation, can you help me? Thanks in advance.
Regards,

This topic has been closed for replies.

G

gbr_

Inspiring

I'm experiencing the same for years now. My RoboHelp license is set up in an account that is a strictly business account, and my Creative Cloud subscription is in a more open type of account. I didn't make that choice - that's a mandatory thing at Adobe. Maybe that's because RoboHelp/FrameMaker/Captivate have never been part of the Creative Suite at all, and are mostly sold to business customers. As a master's degree student in Technical Communication, I got an education deduction on the Technical Communication Suite and needed to set up a business account in a management console just for those three software installations.
Hopefully, Adobe merges my accounts some day. I think everyone should be able to buy and use those tools without that ridiculious procedure.

pepm39002847Author

Inspiring

I will contact you if I find the key.

Peter Grainge

Community Expert

@pepm39002847 I think you mean "solution". Keys are unique.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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A

Amebr

Community Expert

@pepm39002847 Welcome! This thread made me laugh because it is so happy. 🙂 Beacon (of light) is a perfectly fine phrase. Good luck getting the licensing sorted out!

pepm39002847Author

Inspiring

Thanks a lot Amebr! Happy people, happy threads 🙂

Jeff_Coatsworth

Community Expert

I have heard of this happening with "personal" vs "business" plans - I suggest you contact the RH folks directly - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

pepm39002847Author

Inspiring

Thank you Jeff, indeed initially the first two licences "to test the tool" were personal, then we purchased the business plan. I will check again with our IT bendor.

Thanks a lot form Barcelona!

Peter Grainge

Community Expert

I have both running on the same PC without any problem. I believe it is necessary for both products to be linked to the same Adobe ID. Are your licences linked to different IDs?

This is something that Adobe will have to resolve for you. I suggest for this one you need to go to Adobe Support. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options.

You could also try this forum. Download & Install - Adobe Community

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

Use menu (bottom right) to mark as Best Answer or to Highlight particularly useful replies. Found the answer elsewhere? Share it here.

pepm39002847Author

Inspiring

What an honor to hear from you Peter! You have been the beacon that has guided me in learning Robohelp with your website. For me and my colleagues you are an idol! I want you to know that from Barcelona (Catalonia) 🙂 Thank you so much for all the hard work behind it.
I'm glad to hear that it works for you, because it gives me hope that we have something wrong.
Yes the ID is the same, my Email. What I have seen is that, if I edit the profile, in "information and access account" (Sorry if I do not translate well) we have "the name of the organization" different, and is the only field that does not allow us to edit.
The name of the company changed a year ago, and Creative Cloud is with the old organization name and Robohelp with the new one, although in both my AdobeID is the same, my email, identical in both.
Could this be where the error is?

Peter Grainge

Community Expert

I have been called many things in my time but that's a first. 🙂

I thought it was only the email that matters but perhaps behind the scenes the organisation matters as well. I think it is Adobe you will have to go to as that whose records matter, rather than your vendors.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

Use menu (bottom right) to mark as Best Answer or to Highlight particularly useful replies. Found the answer elsewhere? Share it here.

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