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

Explorer ,
Mar 18, 2021 Mar 18, 2021

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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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Community Expert ,
Mar 18, 2021 Mar 18, 2021

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This is a public forum with the space provided by Adobe... this is not Adobe support

 

Adobe, 345 Park Avenue, San Jose, CA 95110-2704 USA Tel: 408-536-6000 Fax: 408-537-6000

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Explorer ,
Mar 26, 2021 Mar 26, 2021

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It is good that the public reads about issues like that.

Yes , I contacted adobe support but essentially I feel there is no interest in building any sustainable customer relation.

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Community Expert ,
Mar 26, 2021 Mar 26, 2021

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quote

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

============

@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
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Explorer ,
Mar 26, 2021 Mar 26, 2021

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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.

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Community Expert ,
Mar 26, 2021 Mar 26, 2021

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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
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Explorer ,
Mar 26, 2021 Mar 26, 2021

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It calls home about 87 times a day, so I cannot imagine that with all that activity it can't recognize that I have a valid license.

 

And yes, the way Adobe CC is set up, it is extremely invasive. Having been an Adobe Customer for almost 30 years I can remember when Adobe was once something to be ecxcited about. Sadly that is no longer the case.

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Community Expert ,
Mar 26, 2021 Mar 26, 2021

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Unlike you I disabled CC desktop app from start up.  I turned off notifications a long time ago. And I never use sync except when I absolutely need it.   So for me, Creative Cloud is not invasive.  But that's another topic.

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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