In App Tutorials not showing the video - Discover

[defaultf583criuggsf]

My students are unable to utilized the "learn" feature in Adobe Illlustrator because when they choose a tutorial and it loads in Illustrator, the In app tutorial does not show the "video" of the steps the tutorial is telling you to do.  Screenshot 1 is what it should look like when it is working.  Screenshot 2 is what it looks like when not working.

Drivers are updated.  I am using the same video card as the students.  mine works theirs does not...

Paying good money for licensing and trying to use in a classroom with 25 students is not a good look for Adobe.  Very frustratred.  What gives?  Any help would be greatly appreciated.

Thank you,

Jason

[Monika Gause]

Is perhaps a firewall preventing the video from loading?

[defaultf583criuggsf]

I don't think so but I guess anything is possible.  I am in the same classroom as the instructor and on both of my computers (laptop and Desktop) I am able to see them.  My Desktop is the same model as the students so I would lean toward that not being the issue.  Only other tidbit of info is that when i go to the gear icon at the bottom of discovery, i can access but the students are greyed out.  I don't think that gear makes much of a difference for displaying video but again who knows.  Thanks for responding.

[defaultf583criuggsf]

* I am the instructor.

[Met1]

Doesn't the greyed out gear imply they are not logged in to the account?

[defaultf583criuggsf]

I am not sure how that works but they are definitely logged in as they wouldn't be able to launch the software.  When i go to the task bar, creative cloud is running on their machines and they are logged in.  But sometimes it asks them to log in via the web too which doesn't make sense.

[Met1]

"But sometimes it asks them to log in via the web too which doesn't make sense."

But do they? Have you tried?

[jasonp98612904]

Yes. Some are signed in and some are not via web.  Does not make a difference. I thought maybe a video driver but I have updated as well. Going to try again with signing them in via web, even though that should not be an issue if they are signed into creative cloud on desktop. But will do it again to confirm. 

[defaultf583criuggsf]

I am logged into creative cloud on the desktop app running in the taskbar.  I obviously have Illustrator installed on my computer via Creative cloud with our licensning login.  I go to the web to view the tutorials that way, i am logged in via the web (screenshot A).  I go to access the "Learn with in-app guidance" and on the web page it is asking me to "install Illustrator".... Really?  I am logged in both on the web and the app and it is asking me this?  Makes no sense that it does not know by its own licensing that i have access and installed the software on my machine.  If it cant even recognize that i am logged in and installed, gives me no faith as to why the Videos in the "In-app Guidance" would ever work conistently.  Anyone want to tackle this one?

[Met1]

Well, I just went to that page, logged in and got "This page isn't available right now. Try visiting this page again later." so maybe there's something not loading correctly on those tutorials... I'd contact Adobe directly through the CC app and their chat.

[defaultf583criuggsf]

Yah,  seems ridiculous that a company as big as Adobe has this buggy problem without adequate support.  I don't think talking to a virtual assitant is going to get me very far.  When i even try it prompts me to have to go thru my administrator... Nice and lazy for Adobe Support to present that message to make you go thru hulu hoops to get their software to function as it should...  Thank you for looking though.

[Monika Gause]

These tutorials are a work in progress. They need to be constantly evaluated and renewed, which seems to be the case currently. There have been other discussions in the forum lately where people saw different content in the app and on the website.

Maybe @Anubhav M  can shed some light on this.

[defaultf583criuggsf]

It would be nice to just see something on either the web or the app.  No cohesion between the two.  I don't know how you can be a company the size of Adobe and not be able to sort this out.  They sure don't mind jacking the prices for licensing without providing the consumer the experience they paid for.  You'd think this is some freeware with this type of experience.  I guess when you are the industry standard you can just do whatever you want. I have to now screen record the videos from In App Guidance / Discover tutorial window to accompany the tutorial for my students...  Waste of time.  How many years does it take after being depolyed to not be a "work in progress"?

[Monika Gause]

 I don't know how you can be a company the size of Adobe

By @defaultf583criuggsf

Just so you know: this is a public forum. About 95% of people answering here are not staff and there fore not Adobe. You recognize staff by their tag. It reads "Staff".

[defaultf583criuggsf]

I understand that. I am knowledgeable in technology as I make a living teaching it. Sorry if you were offended by my criticism of Adobe. I didn't realize that being a 'community expert' means defending them as if you were an employee.

In the meantime, as I haven't received much help here, I checked a student's computer and they still had the old version (26.3.1). Sure enough, launching that version made the in-app videos work on their machine. I haven't verified it on other student machines as I updated all of them and, unfortunately, also chose to remove the old version to my regret.

It would have been helpful if the 'community experts' had informed me that a version upgrade could cause an issue like this. I was unaware that a company as large as Adobe would update their apps and, as a result, break a crucial feature such as the tutorials and still have no solution for the issue which I don't even think they are fully aware of or care to reconcile.