Poor Tech Support and A Licensing Question

[flextech]

Greetings to the Forum,

I implemented technical support for Total Renal Care (Now DaVita Kidney Care), Abbey Medical, back in the day on a global basis. I understand  what good technical support should look like. The following chat transcript would make W. Edwards Deming roll over in his grave. Zero evidence of awareness by this employee of the concept of Total Quality Management and how his behavior and lack of ability to understand questions, even when put in writing, undermines the experience of getting help with Adobe 2019CC.

So I include the transcript below with three questions: 1) How does someone get into technical support with people that won't take 20 minutes to figure out what is being asked, and won't ignore questions as if they were never asked? 2) Is there a way to reduce the daily need to authenticate to the Adobe licensing server 3) Is there a way to be untethered with this software at all given the licensing server connectivity requirements?

Frustrated, but undaunted.

_michael

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Annu:

Hello, I'll be happy to assist you, May I know the issue you are facing with Account.

Greetings,
How do I prevent AdobeCC from requiring me to authenticate my account every day? How do I use this software if I am in an area with no internet connection? I used to be able to take my laptop into the back country and create while on retreat. Is there a dongle you can send me?

Annu

Michael, Ma I know are you facing any issue while using it Creative Cloud All Apps.

I am confused by your question. Sorry. I already asked three questions that relate to the problem I am having with Adobe CC. It is disruptive and limiting to have the licensing server require that I authenticate every 24 hours. If I am in an area with no internet then I cannot use the software because of this requirement. Companies that do this usually offer a hardware dongle that requires monthly validation instead of every single day. If such hardware exists, I would like to purchase it.

Annu

Michael, may I know are you facing issue while using the application on your machine?

May I be transferred to your licensing department?

Annu

I am sorry but we do not have licensing department.

Can you please tell me what exactly information you are looking for?

10:15 AM

How do I get a hardware dongle that reduces the licensing server authentication frequency requirement?

Annu

https://helpx.adobe.com/in/enterprise/using/licensing.html

You can try this link.

Let me know it is helpful or not.

https://helpx.adobe.com/adobe-media-server/dev/configuring-content-protection-hds.html

Nope. The only licensing model AdobeCC 2019 supports is named licensing, which is what is causing problems for my company.

Annu

You can also try this link.

Configuring Content Protection for HDS?

Annu

Did you check the link?

Configure PHDS/Adobe Access for live streaming at the following
levels:

The use case is strange: Use Adobe Media Server 5 to serve live and on-demand protected content
to Flash Player and AIR over HTTP without using a DRM License Server.

That's not my use case here.

10:21 AM

Annu

Michael for the hardware dongle you need to check your service provider  near by hardware stores.

We do not provide the hardware assistance.

I have no idea what that means.

Annu

We can only help you with the adobe application.

We cannot help you with the hardware dongle.

I am not asking for help with anything except Adobe CC2019 licensing. Never mind. I see there really is no solution to this problem, and it has taken me far too long in here to get you to understand what I am asking.

[Test Screen Name]

3) no. However, it’s claimed you only have to go online every month or so.

[Abambo]

2) Is there a way to reduce the daily need to authenticate to the Adobe licensing server

No idea what you mean, but I start-up my computer at home, at the office and on the run and I start working.

BTW: Adobe software never used a hardware dongle as long as I'm working with Adobe. It may be that in the "dark ages before the internet" There existed such e piece of hardware for very specific use, but not in the mainstream.

I had, however, other software needing dongles. I still have some lying around for no good use except for nostalgia.