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Is this how the Adobe customer support handles enterprise customer questions? (ID security update)

Explorer ,
Mar 07, 2023 Mar 07, 2023

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Chat with an agent

Ok. I'll connect you to an agent who can pick up where we've left off.

We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.


Hi, there is a security vulnerability in Adobe InDesign.


See article here:
https://helpx.adobe.com//security/products/indesign/apsb23-12.html


If I understand it correctly (found something on the adobe forum), the update (18.2) is still not rolled out for macosx? But it is for Enterprise customers?


We are an enterprise customer, but we still didn't receive the updates or maybe we do something wrong?


Thanks in advance!

 

Sorry for the delay. We’re busier than expected. Thank you for your patience.
We've created a Adobe package of the latest Adobe CC application (no other products, because every user uses different software).


We update our software using RUM. But RUM says there is no update available.

You are now connected to Mohd, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Mohd


Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

Hi, okay thank you!

Mohd

I can see you want to know about the latest version of InDesign for Mac, please let me know if I am wrong.

Yes and no.. I know the latest version is 18.2. But our MacOSX workstations can't seem to find the latest version using RUM as stated after that first message.

This is my question:


Hi, there is a security vulnerability in Adobe InDesign.


See article here:
https://helpx.adobe.com//security/products/indesign/apsb23-12.html


If I understand in correctly (found something on the adobe forum), the update (18.2) is still not rolled out for macosx?


But it is for Enterprise customers?


We are an enterprise customer, but we still didn't receive the updates or what do we do wrong?


Thanks in advance!

 

Mohd

Alright, are you facing an issue while installing the latest version of InDesign?

Yes

The Remote Update Manager can't find the latest version of Adobe InDesign 18.2 (MacOSX)

 

Mohd
Please allow me a moment to check

Please allow me a moment to transfer your chat to the dedicated team as they will assist you in a better way.
Please stay connected

11:14 AM
Connecting you with a specialist as soon as possible.

Mohd has left the conversation.

You are now connected to Suhani, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Suhani

Hi, you've been transferred to me, let me first pull up your account information and access your details.

Thank you.

Suhani

As I have checked you are able to find the latest version of Adobe InDesign 18.2 (MacOSX).
Could you please let me know the error coming when you are finding the lastest version?


Hi, But our RemoteUpdateManager doesn't find the latest version 18.2

RUM returns the following:"No new applicable Updates. Seems like all products are up-to-date."

No error.

11:24 AM
Suhani has left the conversation.
While this conversation has ended, feel free to come back anytime you need help.


So, can anyone explain how we can find the latest version of Adobe InDesign for MacOSX.
We are an enterprise customer but no update available yet.  (using RUM).

 

 

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correct answers 1 Correct answer

Explorer , Mar 07, 2023 Mar 07, 2023

Yes I used the admin console. Finally got an answer after 1.5 hours.

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LEGEND ,
Mar 07, 2023 Mar 07, 2023

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Are you using the regular chat? You shouldn't. Use the Admin Console to raise a support case.

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Explorer ,
Mar 07, 2023 Mar 07, 2023

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Yes I used the admin console. Finally got an answer after 1.5 hours.

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Explorer ,
Mar 07, 2023 Mar 07, 2023

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For those who also happen to be looking why some updates are not available.

Adobe releases some updates only for Enterprise customers and not (yet) for the general public.

It would be helpful if they indicated this on the Security Bulletin page of the update.

Have stated this here:
https://community.adobe.com/t5/creative-cloud-desktop-ideas/add-more-information-about-the-release-o... idi-p/13631626#M192

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Explorer ,
Mar 07, 2023 Mar 07, 2023

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Community Expert ,
Mar 07, 2023 Mar 07, 2023

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<moved from download and install >

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Adobe Employee ,
Mar 07, 2023 Mar 07, 2023

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@DeToekomst  Apologies for the inconvenience. Due to some issues with the latest version of InDesign 18.2, there is a delay in the updates, and we are expecting it by the following week in a phased manner if everything goes well.

I hope that it answers your query.

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