Robohelp and Adobe Creative cloud Suites incompatibility at the same time.

[pepm39002847]

Good morning Community,
We have purchased Adobe Creative Cloud and Robohelp licenses, since we are dedicated to content editing. They are different products and suites, but .... the licenses are incompatible with each other!
If I log in with Cloud, it closes robohelp and vice versa. I can't have both licenses (software) working: The license I have to choose makes the other package go to trial or closes the program I need.

To edit in Robohelp, I need to be able to have Acrobat or Photoshop, both suites. But for each use, I have to log out and log in with the other one, which makes it impossible to work.

I have no contact with Adobe with this, just a totally useless bot chat, so I turn to you, the Great Community.
Is anyone in a similar situation, can you help me? Thanks in advance.
Regards,

[Peter Grainge]

I have both running on the same PC without any problem. I believe it is necessary for both products to be linked to the same Adobe ID. Are your licences linked to different IDs?

This is something that  Adobe will have to resolve for you. I suggest for this one you need to go to Adobe Support. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. 

You could also try this forum. Download & Install - Adobe Community

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My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[pepm39002847]

What an honor to hear from you Peter! You have been the beacon that has guided me in learning Robohelp with your website. For me and my colleagues you are an idol! I want you to know that from Barcelona (Catalonia) 🙂 Thank you so much for all the hard work behind it.
I'm glad to hear that it works for you, because it gives me hope that we have something wrong.
Yes the ID is the same, my Email. What I have seen is that, if I edit the profile, in "information and access account" (Sorry if I do not translate well) we have "the name of the organization" different, and is the only field that does not allow us to edit.
The name of the company changed a year ago, and Creative Cloud is with the old organization name and Robohelp with the new one, although in both my AdobeID is the same, my email, identical in both.
Could this be where the error is?

[Peter Grainge]

I have been called many things in my time but that's a first. 🙂 

I thought it was only the email that matters but perhaps behind the scenes the organisation matters as well. I think it is Adobe you will have to go to as that whose records matter, rather than your vendors.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[pepm39002847]

There is always a first time! (I hope the translation wasn't wrong, I meant something like "You are the light that guides us" 🙂 )
I will investigate as you suggested and report back at the end. Thanks all for the guidelines.

[Jeff_Coatsworth]

The world:

[Peter Grainge]

Should I mark this as Correct Answer? LOL. 

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[pepm39002847]

You are all worthy! I didn't mean to offend. Thank you very much for helping. I hope that one day I, a beginner, can also help with my future experience as you do!
Sorry if I have highlighted Peter... but Mr.Grainge is Mr. Grainge: The Boss!!!!!! His website is better than calling 911 (112 in europe)

[Peter Grainge]

I hope that one day I, a beginner, can also help with my future experience as you do!

That's how I started, as a beginner in a new career, asking questions here. I was encouraged to help after a while by RoboWizard who was the main person for replies at the time, along with John Daigle. I think his number of posts still stands as the record even though he retired over five years ago. He started his learning by taking one post each day and trying to answer it. 

As well as @Jeff_Coatsworth (Canada), myself (UK) we also have @Amebr (Amber in Australia) with knowledge of different areas. When you feel ready, do join in as more help is needed.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[pepm39002847]

Thank you for sharing your story and for honoring and praising your fellow community members.
Now a part of my story that links to yours 🙂 I am Electronic Technician in industrial machinery. In the 80's, when I was an apprentice assembling electrical panels, one day I was sent to Portugal from Barcelona to solve a programming problem. The first time, I had no idea, it took me 6 hours to locate a fault that today I would solve in 3 minutes and I had a terrible time. At that time I didn't even know how to travel, not even a sad mobile phone existed to ask for help. After this trip I spent 7 years traveling all over the world.... I promised myself that someday I would make sure that no technician from the company I worked for would go out in the world in those conditions. After 33 years and after going through several departments in the same company, today I am proud to manage the Training Department, trying to transfer our knowledge and experience, especially the juniors... as I was.
So I think I am moved by the same spirit as all of you from the other side of the world! 🙂

A big hug.

[Peter Grainge]

I think so.

Your bit about travelling the world reminded me of friends of ours. He had specialist knowledge of a legacy radar system that was nonetheless still used around the world. Often he would get short notice to travel to anywhere from the UK. On one occasion the notice was effectively "go now". His wife came home to find a note in the kitchen.

"Gone to Rio, back Friday"

as if he had just popped down to the local shops rather than having crossed the Atlantic. A classic note.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[Jeff_Coatsworth]

I have heard of this happening with "personal" vs "business" plans - I suggest you contact the RH folks directly - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

[pepm39002847]

Thank you Jeff, indeed initially the first two licences "to test the tool" were personal, then we purchased the business plan. I will check again with our IT bendor.

Thanks a lot form Barcelona!

[Amebr]

@pepm39002847 Welcome! This thread made me laugh because it is so happy. 🙂 Beacon (of light) is a perfectly fine phrase. Good luck getting the licensing sorted out!

[pepm39002847]

Thanks a lot Amebr!  Happy people, happy threads 🙂

[gbr_]

I'm experiencing the same for years now. My RoboHelp license is set up in an account that is a strictly business account, and my Creative Cloud subscription is in a more open type of account. I didn't make that choice - that's a mandatory thing at Adobe. Maybe that's because RoboHelp/FrameMaker/Captivate have never been part of the Creative Suite at all, and are mostly sold to business customers. As a master's degree student in Technical Communication, I got an education deduction on the Technical Communication Suite and needed to set up a business account in a management console just for those three software installations. 
Hopefully, Adobe merges my accounts some day. I think everyone should be able to buy and use those tools without that ridiculious procedure.

[pepm39002847]

I will contact you if I find the key.

[Peter Grainge]

@pepm39002847 I think you mean "solution". Keys are unique.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[Jeff_Coatsworth]

@gbr_  - you should contact the RH folks too to get that straightened out. CS products are used by businesses too, so you should be able to have them all aligned.

[gbr_]

Thanks, Jeff. Now that my CC deductions are phased out while my TCS deductions aren't, I'm not keen of shining a spotlight on that... 😉