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Internet Bugs and no helpdesk/service

Community Beginner ,
Apr 08, 2024 Apr 08, 2024

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I get so sick of Adobe! WHY make an already lousy app worse? Is there any valid reason for the faulty connectivity messages?. I'll oftentimes be able to create new projects despite the exclamation marks and whatever false flags about connectivity (I have both wifi and 5g, obviously good enough to come here and complain about it). Upon launch today however, I'm for some reason logged out and then Adobe have actuallly succeeded in implementing that bug, making the app as utterly useless as they normally brag about! First, they remove cloud services for the one app where it's useful, and bow they ruin the app altogether.

Brilliant, just brillant that is! Gah! Just let your paying customers help each other out without pay!

 

Shame on you, Adobe!!

TOPICS
Cloud sync , Crash , Desktop version , Error or problem , Feature request , Freeze or hang , Mobile version , Performance

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correct answers 1 Pinned Reply

Adobe Employee , Apr 09, 2024 Apr 09, 2024

Hello @adrianulander,

Welcome to the forums. I read your message.

 

quote

Is there any valid reason for the faulty connectivity messages?.

 

You no longer need an internet connection for Rush project sync, as sync with Creative Cloud was removed on February 1, 2024. That could be the problem. I've let the product team know about your issue. Sorry for the difficulty.

 

You said that you're also having trouble contacting assisted support. Click the chat icon in the lower-right corner here. Once you

...

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Adobe Employee ,
Apr 09, 2024 Apr 09, 2024

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Hello @adrianulander,

Welcome to the forums. I read your message.

 

quote

Is there any valid reason for the faulty connectivity messages?.

 

You no longer need an internet connection for Rush project sync, as sync with Creative Cloud was removed on February 1, 2024. That could be the problem. I've let the product team know about your issue. Sorry for the difficulty.

 

You said that you're also having trouble contacting assisted support. Click the chat icon in the lower-right corner here. Once you receive a live agent, request to speak with the video queue, our specialists. I hope to help you.

 

Thanks,
Kevin

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Community Beginner ,
Apr 09, 2024 Apr 09, 2024

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It’s not for sync (which quite obviously would require an internet connection), but for creating new projects. (Which, even if I WAS indeed offline, and not just a programming error(!), would be an incredibly petty thing to ask as I’m on a yearly plan - and have been for years.) Furthermore, this renders your product effectively useless when/if i’m out producing somewhere off-grid.

 
As said, there’s really no defense to this and you should be able to provide a working solution that doesn’t require connectivity. Your competitors do, Capture 1 first comes comes to mind, whose software/licenses are tied to specific machines - and that’s it.
 
They realize that software for pros needs to work even if Internet is temporarily down or while out on location/out of reach. They surely know better than to have malfunctioning anti piracy protection totally incapacitate functionality for their paying customers since years and decades!
 
So, yeah, please do forward the bug report, but do it accurately.
 
Cheers 
Adrian 

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Adobe Employee ,
Apr 09, 2024 Apr 09, 2024

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Hello @adrianulander,

Thanks for the response. I think I understand. You can create new projects. However, you get false messages from Rush that tell you you cannot do so without an internet connection (which you actually have but don't need even now that sync is gone). Is that correct? I hope I've gotten that right.

 


@adrianulander wrote:

This renders your product effectively useless when/if i’m out producing somewhere off-grid.

 

Hmm, you should be able to go off-grid for up to 90 days without having to log in. Has it been 90 days since you last logged in when you had trouble?

quote
  • There’s really no defense to this.
  • You should be able to provide a working solution that doesn’t require connectivity.
  • Software for pros needs to work even if Internet is temporarily down or while out on location/out of reach.
  • Better than to have malfunctioning anti piracy protection totally incapacitate functionality for their paying customers since years and decades!

 

Just so you know, this is a user-to-user forum with no interaction with the developers, so there are specific questions I cannot answer. I am not on the product team, but I am the moderator here, and I can get word back to them about your issue. I am sorry for the frustration. I hope the community can help. As a Rush user, I am also unhappy with the loss of Creative Cloud sync. I appreciate your post.

 

Thanks,
Kevin

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Community Beginner ,
Apr 09, 2024 Apr 09, 2024

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Ok. First let me apologize for the assumption that the community manager on Adobe.com would be on payroll and/or an official rep. 

Anyways, I'm never away from the internet for 90 days, no. Rarely even for a single day. This doesn't really matter though, since there's a bug in the app, (atm, constantly) saying I'm offline. Up until yesterday, I wasn't able to create any new projects whereas now, I can. The :warning: in the top misinforms me that I lack connectivity (see attachment). While the information is admittedly unclear as to wether the connectivity issue (false. internet works perfectly) means that syncing won't work (false. Discontinued either way!) or that Adobe fears I might use my personal plan on multiple devices (Which I have been able to earlier, only I would get logged out on my mac/ipad/iphone if either happened to be turned on). My guess, conclusively, when i wasn't able to create new projects. (To be precise, I could create projects before yesterday too, only they'd be all black and nonfunctional (completely useless, in other words)

 

So, yesterday I deleted the app and reinstalled it and while this false message still lingers, it's still as false and even more of a pointless embarrassment to the programmers whom you're not affiliated with.

 

 - My (multiple) connections are fine!

 - There's nothing that deviates from the app's expected functionality.

 

It just shouldn't be there. Not addressing you with this, but just venting my frustration.

 

All apologies,

Adrian

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Adobe Employee ,
Apr 09, 2024 Apr 09, 2024

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Hi @adrianulander,

Thanks for the response.

quote

Ok. First let me apologize for the assumption that the community manager on Adobe.com would be on payroll and/or an official rep.

 

That's OK. FYI, I'm a full-time Adobe employee and speak with the development team daily. We also have volunteers here, badged as "Adobe Experts." These helpful people are saints in my book.

quote

I'm never away from the internet for 90 days, no. Rarely even for a single day.

 

Ah, I see. Me neither!

quote

There's a bug saying I'm offline.

 

Saying that you're offline, but you're connected over wi-fi, right?

quote

The :warning: in the top misinforms me that I lack connectivity (see attachment). While the information is admittedly unclear as to wether the connectivity issue (false. internet works perfectly) means that syncing won't work (false. Discontinued either way!)

 

Yeah, I can see how that might be confusing!

quote

or that Adobe fears I might use my personal plan on multiple devices (Which I have been able to earlier, only I would get logged out on my mac/ipad/iphone if either happened to be turned on).

 

I am not sure about the specifics, but you can work with our support representatives to use the maximum number of devices your subscription entitles you to. Let me know if you'd like to be connected to them.

quote

I deleted the app and reinstalled it and while this false message still lingers, it's still as false and even more of a pointless embarrassment to the programmers whom you're not affiliated with.

 

 - My (multiple) connections are fine!

 - There's nothing that deviates from the app's expected functionality.

 

It just shouldn't be there. Not addressing you with this, but just venting my frustration.

 

I agree with you. I will send the team a message about this thread. It is a really good one that explains the bug much better. I hope we can get this fixed because you're not the only one who's complained.

 

Thanks for taking the time to explain this issue. I agree it needs fixing.

 

Cheers,
Kevin

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