Inspiring

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Top Ten Questions About Creative Cloud

Forum|Forum|13 years ago
September 27, 2012
7 replies
163939 views

What happens if I have say PS CS5, get Creative Cloud and also PS CS6. Can they exist independently?
(Apparently not per some discussions)
If I am "offline" (no internet accessibility) is it true that in as little as 7 days all of my Cloud licensed applications will be revoked even if my Monthly subscription is up to date?
Same question as #2, but what if my subscription is Annual?
Is it true that the licensing entity experiences "degradation" and when it does I may not be able to install software or activate my licenses?
If I discontinue Creative Cloud, what will happen to my fully licensed applications (see question 1).
Is it possible to do a "box install" and license through Creative Cloud (assuming a recent version of software?) If so, which box installs are currently supported? (Why would I do this? Because recent versions are available AND it saves me a heap of downloading).
Where is the list of flaws in Adobe Software kept? And specifically Creative Cloud?
If an updated version of a Cloud product is released will I be required to update my installed copy? Can I install and use more than one version of the same software?
Is it true that trying to use Creative Cloud with a previously installed Trial Version may break my licensed copy?
Is there a "throat to choke" when things go wrong - or is all support web based only?

Creative Cloud

This topic has been closed for replies.

Correct answer Ken G. Rice

Hmmh. Looks like there is no edit link for my original post, so I can't provide the answers I've learned. So I'm copying.

What happens if I have say PS CS5, get Creative Cloud and also PS CS6. Can they exist independently?
(Apparently not per some discussions)
ADOBE says yes they can. Real world experience indicates NOT reliably.
If I am "offline" (no internet accessibility) is it true that in as little as 7 days all of my Cloud licensed applications will be revoked even if my Monthly subscription is up to date?
ADOBE: Not clear. Real world says TRUE.
Same question as #2, but what if my subscription is Annual?
ADOBE: Silent. Presumed: License duration and the frequency/fallout of internet license checks are unrelated.
Is it true that the licensing entity experiences "degradation" and when it does I may not be able to install software or activate my licenses?
ADOBE: Admits "degradation", has not clarified the scope, nor the plans. No answer on the activate question, but presumably ADOBE licensing system failure means no usuable product.
If I discontinue Creative Cloud, what will happen to my fully licensed applications (see question 1).
ADOBE: Should be fine.
Is it possible to do a "box install" and license through Creative Cloud (assuming a recent version of software?) If so, which box installs are currently supported? (Why would I do this? Because recent versions are available AND it saves me a heap of downloading).
ADOBE: Box versions are different. Cannot be licensed via Cloud.
Where is the list of flaws in Adobe Software kept? And specifically Creative Cloud?
ADOBE: No answer, but No publically visible bug list
If an updated version of a Cloud product is released will I be required to update my installed copy? Can I install and use more than one version of the same software?
ADOBE: Unclear from FAQ about required upgrade, apparently there is a window after one year where something is not possible. As for multiple install, ADOBE says Yes.
Is it true that trying to use Creative Cloud with a previously installed Trial Version may break my licensed copy?
ADOBE: Strongly recommends "removing trial versions" before installing Cloud. Presumed answer is YES - using trial version will present a rocky road.
Is there a "throat to choke" when things go wrong - or is all support web based only?
ADOBE: No answer. Presumably the phone based support will also support Cloud.

So far, I score ADOBE answers as follows:
3 definitive answers.
4 wrong or missing answers
3 incomplete answers

1. What happens if I have say PS CS5, get Creative Cloud and also PS CS6. Can they exist independently?

Yes they can co-exist. As you point out some customers have had problems. We do work with those customers to resolve the problems.

2. If I am "offline" (no internet accessibility) is it true that in as little as 7 days all of my Cloud licensed applications will be revoked even if my Monthly subscription is up to date?

Per the Creative Cloud FAQ here http://www.adobe.com/products/creativecloud/faq.html under General information the answer to question Do I need ongoing Internet access to use my Creative Suite applications? the anwer provided is: "Because your Creative Suite applications are installed directly on your computer, you will not need an ongoing Internet connection to use them on a daily basis. However, you will need to be online when you install and license your software, and at least once every 30 days thereafter. The software will alert you when you need to connect to the Internet for a license status check." The license status check has a 7 day grace period. So you just need to check in once every 30 days.

3. Same question as #2, but what if my subscription is Annual?

The same answer as above. You still need to check in once every 30 days.

4. Is it true that the licensing entity experiences "degradation" and when it does I may not be able to install software or activate my licenses?

I am not sure where you picked up the "degradation" word quote from but this is the language used when the site is experiencing an issue affecting many customers but is not completly unavailable. If the site goes down or has a degradation of service we work very hard to bring it back up as soon as possible. But yes this could impact your ability to install software or activate your license.

5. If I discontinue Creative Cloud, what will happen to my fully licensed applications (see question 1).

Discontinuing your subscription to the Creative Cloud will not impact any perpetual licenses (using a serial number) that you have installed.

6. Is it possible to do a "box install" and license through Creative Cloud (assuming a recent version of software?) If so, which box installs are currently supported? (Why would I do this? Because recent versions are available AND it saves me a heap of downloading).

Yes. The known issue you may run into is that the Adobe Application Manager will still show Install next to a program you installed from a DVD or electronic-software-download.

7. Where is the list of flaws in Adobe Software kept? And specifically Creative Cloud?

There is no list of flaws kept anywhere. If a customer reports an issue that is a bug we investigate and then fix the issue. If the issue is lower priority it may take some time to fix it. And yes I can understand where different people can see an issue as having a different priority. Employees are also testing the software and services through automated and manual processes, and fixing issues as they are found.

8. If an updated version of a Cloud product is released will I be required to update my installed copy? Can I install and use more than one version of the same software?

You will not be able to install multiple versions of the software using the Creative Cloud subscription, but can have older versions installed that use a perpetual license. Again in the Creative Cloud FAQ under Product updates the question When an upgrade to a desktop application becomes available in Creative Cloud, am I required to install it? says "No. You are not required to install any new version of the desktop software available in your membership. You also have flexibility on when you install an upgrade, if you choose to do so. You can continue using your current version of the product for one full year after the subsequent version is released."

9. Is it true that trying to use Creative Cloud with a previously installed Trial Version may break my licensed copy?

You should uninstall previous beta builds, this would be true of those who tried Muse and Photoshop betas. If you switch from the Free 30-day Trial to a Paid Subscription then no uninstall is necessary. Just sign in with your Adobe ID and your subscription will work.

10. Is there a "throat to choke" when things go wrong - or is all support web based only?

Per the Creative Cloud FAQ under the section Service and support the question Are service and support included with my membership? says "You get the same service and support with your membership that you would get under the regular purchasing model for the same product." which provides a link to http://www.adobe.com/support/programs/. In addition you can post to these forums and also email employees when they provide an email. Anyone in the forums can email me at kenrice@adobe.com and I will help answer a question or resolve a problem. I encourage people to post in the forums first so that everyone benefits from seeing the question and answer posted.

alex74455

Participant

I have another question.

Will I be able to use my CC licensed products anywhere I go? What if I go to a different country from the one I originally purchased my CC license?

Let's say I purchased my CC license while I was living in country X and now I'm going to live in country Z. Will there be any issue with my licensed products, like not being able to use them?

Thank you

Alex

stass86670261

Participant

If I bought my access to cc for 12 months then why should I have to check with adobe every 30 days to see if it’s valid? Should this not be done every 12 Months with some grace period?

Adobe is not the only software that organisations have to manage, we have 10s of packages and any additional step or what if’s is an additional nightmare for businesses that cannot afford to pay for person to continually be reading Terms and conditions, checking validity of software every 30 days etc…

This has become a nightmare for me and my users as there is this uncertainty if the product will be available if we needed.

We are now looking and run trials of alternatives and let me tell you, there are plenty and very cost effective solutions out there.

Also where is the information stored in the cloud? I’m from Australia and in our business we have to comply with Australian privacy laws which means all information has be stored with in Australian jurisdiction and within Australian borders. Is this the case? Or is all of our information being mined and plundered by adobe?

M2C

MarkWeiss

Inspiring

We've decided to stick with CS6 from now til eternity. Rental model is fine for vacationers needing a temporary transportation vehicle. It is not a sound idea to run a business on.

brightmedusa

Participating Frequently

Is there no update on this main issue of being locked out of your subscribed cloud apps once offline? The 30-day thing in question 2 of the accepted answer means 30 days from the last subscription check—which the user has no idea of, unless you remember the date you bought your license, most likely.

In my experience, I was shut out within the first 7 days of leaving internet service and being in the middle of the ocean.

I’m planning on being in the Kalahari for 4 weeks soon, and I’d really like not to be shut out again. Has Adobe not addressed this problem after more than 3 years.

webcanyon

Participant

I too am interested in an answer to the 'Every 30 Days Internet Connection'

As a DoD IT contractor we are required to have the latest patched software and because it's time to remediate security finding with Adobe and upgrade, our project managers are asking questions. The main issue is these installation will never be on the internet- they are closed Government networks that cannot be connected to a public network.
.

I am working though our CDW-G Rep but we have no answers currently after several weeks of trying. This is a high dollar (many licenses) facility and we are beginning to entertain the notion we need to move away from Adobe. The Projects we have in our facility have requirement written in the contracts that include your software. As the discussions start with the Government leads and their management chains, there is an awareness that Adobe might not be a solution going forward. Considering the projects we support, this could have dramatic domino affect within this part of the DoD and likely to jump agencies as we are forced to find a prove another solution and report that up. I have been asked to continue to find a solution because the individuals that utilize your software are adamant that it's the best solution and honestly I agree,

Is there a solution to your current licensing model to support this type of environment?

Arrakis

Inspiring

Why cant adobe make the license check visible so we know when it happens so that we can keep track of when the next one will be? I dont understand this. Does it check randomly or is it on the same day every 30 days? How are we supposed to know when this will happen so we dont get caught out? Seems very odd. What do adobe mean by license will be revoked? DOes this mean i will no longer be able to use my subscription??

NightSkyGuyAuthor

Inspiring

There is one element of the Creative Cloud the DEMANDS updating or it exits. Unfortunately its the cornerstone application which is used to install and upgrade all others.

The Creative Cloud Desktop has been exhibiting failures on a regular basis since at least June, 2013 for a significant number of users whether on Mac or PC

http://forums.adobe.com/message/5431839#5431839

In short you can't install or upgrade an application if this element is broken. Not clear what happens if it remains broken for 30 or 90 days... my suspicion is your applications may no longer authorize and go into brick mode. Yet another failure mode people should be aware of.

Oh, I forgot you asked about "what does revoked mean" - it means "dead, useless, catatonic, brick-like software".

John_R_SF

Participant

Creative Cloud's licensing system *cannot* be trusted. Believe me, your apps could go dead at any time. I was using mine just fine yesterday, and this morning it said my subscription had "expired" even though I was just billed two days ago (and the charge went through, I checked with the bank). Tech support said to uninstall and reinstall. That did nothing but reset everything to a trial version, which won't work because I already used the trial version on my machine in the past. I was told the issue would be escalated and that I'd hear from someone in 2-3 days. Basically, I have lost a full week of productive work, and spent more than 8 hours (including hold times) trying to get the product I paid for to actually continue working on my machine.

As tempting as Creative Cloud sounds, if you are doing mission critical applications, steer clear of it. Fortunately, I had an old DVD of CS4 I was able to get up and running so I can at least do *some* work. I'm actually thinking of just sticking with this and cancelling Creative Cloud because I don't think I'll ever be able to trust it again, if Adobe can even get it working for me (which I strongly have my doubts--their support doesn't seem to be the best and brightest).

This paranoid fear of software piracy is making it so that legitimate users are being penalized, while the pirates are sitting there laughing at us. If I were unscrupulous, I'd use a cracked version and be working just fine right now. Instead, I'm trying to do the right thing, and being punished by Adobe's horrible licensing implementation.

out-of-order

Participant

^ this guy speaks the truth. Its not worth it if you need it to work all the time. I lost out on a weekend of work because nothing will open. Good luck with customer service, call wait time was just under 2 hours and online chat just tells me to call support.

Kirsten Harris

Community Manager

I apologize for the problems. We have now identified the root cause for the expired subscription message and are fixing it. Expect to have the sign in working by US West Coast morning hours on Tuesday, 27th.

John Waller

Community Expert

Have you read through the FAQ?

http://www.adobe.com/au/products/creativecloud/faq.html

Many of these questions are addressed there.

NightSkyGuyAuthor

Inspiring

The FAQ does seem to answer some questions, however not all, and not accurately based on the reality of the experiences people are reporting.

The FAQ says that the answer to question 1 is yes. However there has been at least one serious flaw reported where any use of a licensed version of an application was reseting the cloud version to "trial". It's not clear from the answers that the AAM "update" resolved the problem for everyone.

The FAQ does NOT answser questions 2 or 3.

"Because your Creative Suite applications are installed directly on your computer, you will not need an ongoing Internet connection to use them on a daily basis. However, you will need to be online when you install and license your software, and at least once every 30 days thereafter. "

Based on reported issues, it sure sounds to me like whether there is a monthly or annual subscription the software will go DEAD when the following are true:

1. The license manager feels it must check for a license.

2. The internet is inaccessible for the following 7 days.

At least one user reported that he was internet connected one day and the following day he was told "your grace period expires in 5 days". Moreover, the FAQ also makes it clear that any installed, but not activated products revert to a "trial" license if Cloud is stopped. Presumably installed and activated products go DEAD - again based on reports of users.

The FAQ does not answer question 8. It says "you have up to one year to install [a new version]". Not at all clear what that means. What happens after one year?

I'll update my original question with the answers I've learned so far, but now I have another worry: Will "new features and fixes be forced" or will they be at the discretion of the user?

GHSteadman

Participant

I am not trying to make untrue statements. I meant to say that the future price is unknown for purchasing or upgrading to CS7 when it comes (and CS8, etc.).

Many customers love the subscription model. If they have never purchased a perpetual license for any CS product than they are saying this is a good deal. Also customers who owns an individual CS product and are now able to subscribe to the Master Collection (plus more products and services) are saying this is a good deal.

But we still offer the perpetual license for those who do not want a subscription.

I know this is an old post but in reply #15 you stated...

But we still offer the perpetual license for those who do not want a subscription.

I would love to learn more about this. What does this statement really mean?

Another question assuming you've bought into the Adobe subscription model...

I understand that if you terminate your subscription you will no longer have access to the CC application BUT you will still have your own files either in the CC cloud storage or presumably on your local machine. But aren't you sort of stuck at that point with files you may really not be able to do anything with??

It seems you might be building files of various types over time in the subscription. IF you terminate the subscription you now have no way to actually work with those files even though you have them. There are so many features and tools the software provides that the only use for those files without the active subscription would be if you also saved your files in some sort of perpetual format (jpeg, dng, tiff etc.) allowing them to be worked with in other environments.

Am I missing something here?

This has been one of my biggest concerns with this Adobe subscription model. You're locked into an environment you can't get out of if you want to really be able to work with these files in any meaningful way long term.

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