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Autorenewal failed me

New Here ,
Jan 28, 2021 Jan 28, 2021

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Despite being signed up for autorenewal we lost access to ALL our apps today and were unable to do business with clients as a result. Everything is up-to-date and accurate, which has been confirmed now by 5 differerent "reps" at Adobe. "I do see you have an active account, so what's the issue you're facing?"

We've tried to receive help via chat and calls for 6 hours today (we've gotten disconnected from both multiple times and had to start over!) Everyone tries the same thing, it doesn't work. Then they sign off...

The furthest we got is that someone said it's in the backend and they'd work on it...

This should have never happened. We have it on auto renewal specifially so that we will NEVER have a lapse in services. And it DEFINITELY shouldn't take all day (days?) to resolve. Please FIX IT ASAP!

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correct answers 1 Correct answer

Adobe Employee , Feb 01, 2021 Feb 01, 2021

Mountaintimes, I am sorry you are encountering problems accessing an individual Creative Cloud membership.  The computer will need access to the servers and ports listed in https://helpx.adobe.com/enterprise/kb/network-endpoints.html.  

 

Do you own and maintain the computer and network that you are installing the software on?  Or is the computer managed by the organization that you work for and used to post to this public discussion forum?

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Community Expert ,
Jan 28, 2021 Jan 28, 2021

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Let me move this to the Enterprise & Teams forum, which is a more appropriate location for your issue. Using this Community is for assistance in using the support community.

 

Even so, I'm not sure how much help anyone here can provide, althought there's always that chance. Almost all the people here are users just like you. This is an issue that requires Adobe employees and technical support.

 

I will alert one of the Adobe forum administrators in the hopes that they can assist you.

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Adobe Employee ,
Feb 01, 2021 Feb 01, 2021

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Mountaintimes, I am sorry you are encountering problems accessing an individual Creative Cloud membership.  The computer will need access to the servers and ports listed in https://helpx.adobe.com/enterprise/kb/network-endpoints.html.  

 

Do you own and maintain the computer and network that you are installing the software on?  Or is the computer managed by the organization that you work for and used to post to this public discussion forum?

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