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russellhy
Participating Frequently
April 3, 2018
Answered

Downloading the latest version of Lightroom

  • April 3, 2018
  • 1 reply
  • 965 views

I don't know what is going on with Adobe, but I believe they have forgotten customer service.  In the old days when I paid $50 plus per month, I could contact the company for help. Since I am now retired, I changed my service just to include Light room and Photoshop at $22 per month. I now understand that that there is an update to Light room, which I downloaded but cannot open. I cannot even have a chat with Adobe to get this resolved. If anyone out there knows how to get Adobe to upload the latest version of Light room and let me open it, I would appreciate it or do I have to continue using their previous version forever because they do not want to update me.

I know I sound like a crabby old man which maybe I am, but Adobe's support was a lot better when I paid $50 plus per month. Do I have to go back that to get an answer to a simple Light room answer. Any help will be appreciated.

Thank you

Russ

    This topic has been closed for replies.
    Correct answer DelphiZoa

    Thank you - I will look into resolving the issues tomorrow morning.

    Russ

    By the way, when I go to Customer Contact Care, the only option I have is Community Forums - that is why I was so annoyed in my first post - I wanted to have a chat with someone to help get through this issue, but could only get the Community Forums. I still don't know how to have a chat.


    You are signed in with the Adobe ID (e-mail) associated with your active plan, correct? Once you're on the "Contact Customer Care" page, go through the filters choosing Creative Cloud All Apps > Lightroom CC > Download and Install > Show me my contact options. Does it still show only the forum? If that's the case, there may be a bigger issue with respect to Adobe recognizing your subscription, and you should go back to the beginning of the filters and choose "Account Issues" instead. That should let you get to a chat agent.

    Good luck with the resolution. Let us know how things progress.

    1 reply

    DelphiZoa
    DelphiZoa
    Participating Frequently
    April 3, 2018

    Hi Russelhy,

    First off, don't worry about sounding like a "crabby old man". First off, you don't, but even if you did, everyone's allowed when computer issues are in the mix. Few things under the sun will put me in a frustrated rage faster!

    That said, let me make sure I understand the issue: you subscribe to Photoshop and Lightroom Creative Cloud and you are trying to update Lightroom. That update downloaded correctly but will not open, is that correct? If so, we need a bit more information to help us effectively troubleshoot. Are you updating via the Creative Cloud Desktop app or through Lightroom itself? Do you get any error messages? Finally, what is your computer operating system?

    A couple of side notes: while I hope we can help you here on the forum, I want you to know that if you subscribe to Creative Cloud, you are absolutely eligible for phone or chat support. See this help document, which includes a link to contact support: What are my contact options?

    Also, I'm curious what plan exactly you're on that costs $22 per month, since the Photography Plan, which includes Photoshop and Lightroom, is $9.99 for most people. Do you have the option with increased cloud storage?  I'm just looking out to make sure you're getting the most bang for your buck.

    R
    russellhyAuthor
    Participating Frequently
    April 4, 2018

    Hi:

    First of all - thank you for your reply.

    Second of all, I must apologize for saying it was $22 - it actually is $21.24 per month.  I have no idea why it is so much if it is only supposed to be $9.99. Earlier this year, I cancelled my $50.00 plus subscription to all of Adobe Creative Cloud, which I no longer needed. Adobe came back with the $21.24 price even though I only asked for only Photoshop and Light-room.

    I just checked my account. I have

    "Creative Cloud Photography plan with 1TB (one-year)‎" and the details are:

    Lightroom CC and Lightroom Classic and Photoshop

    Web Applications: Lightroom CC and Adobe Sparks

    Mobile Apps: Lightroom for Mobile, Photoshop Mix, Sparks Post, Page and Video

    Plus: 1 TB Cloud Storage

    •   Access to all the premium features of Adobe Spark web and mobile applications.

    Seems to be more than I need, but that is what Adobe gave me.

    Today I downloaded both the CC and Classic upgrade versions and cannot open either of them. I get the following notice on both: "Account Notification - An error occurred while attempting to sign in to your account {RUSS@HYMANANDASSOCIATES.COM}. Please check your account information. For our support staff Error:{"error":access_denied"}"

    I checked my Adobe Creative Account and it seems to be in order and Adobe has been diligently taking money out of my account on a monthly basis. I am up to date in my payments.

    You asked if I was updating via the program or through Creative Crowd. I started by doing it from the program (actually both programs that I seems to have) and then it moved over to the Creative Cloud sub-window where I said that I wanted to Install the update and actually did it for both the Lightroom versions I seem to to have. I got the above notification from both versions when I tried to start the programs. They both  showed a new (different from what I am using) opening screen before the message came on.

    I believe I am subscribed to Creative Cloud, but with all the changes that Adobe has made recently, I am not sure.

    I hope this answers your questions. If you have any more or need more details, please let me know.

    Many thanks,

    Crabby Russ

    DelphiZoa
    DelphiZoa
    Participating Frequently
    April 4, 2018

    Okay, first step, try signing out of the Creative Cloud desktop app and back in again by clicking on the three dots next to your avatar, and choosing "sign out". Next, quit Creative Cloud and restart it, and then sign in again. That may correct the issue.

    If that doesn't help, are you on Windows? Try this solution, which comes from the following discussion thread: Can't sign in "error:67".

    1. Log out of Lightroom CC, Adobe Creative Cloud

    2. Close Lightroom CC & Adobe Creative Cloud

    3. Open Task Manager -> Details

    4. End any Adobe Creative Cloud icon processes (Adobe CEF Helper, Adobe Desktop Service, CCLibrary, CCXProcess, etc)

    5. Open Lightroom

    You might also try the other solutions offered in that thread I linked. And again, if you would prefer someone to walk you through things one-on-one in real time, you are eligible with the plan you have to contact a technical support agent via phone or chat here: Contact Customer Care​.

    Re: the cost, 1 TB of cloud storage means you have the Photography plan with upgraded cloud storage. If you do not need that much storage, you might contact Adobe customer service and ask about downgrading to the standard Photography plan, which comes with 20 GB of cloud storage for the aforementioned price of $9.99 (presumably plus tax). They might not be able to do it right away if you're on an annual plan, but definitely look into it when you renew (Creative Cloud pricing and membership plans | Adobe Creative Cloud). It's a screamin' good deal. You can then spend the dough you save on massages or delicious beverages or whatever else there is in the world that makes technology issues less crabbyl.

    Let us know if that helps.

    P.S. Just in case you're wondering what the difference is between Lightroom Classic CC and Lightroom CC: Lightroom CC vs. Lightroom Classic CC | Adobe

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