Lost access to team projects

[Honais]

Hi all. Hoping I can find some help here as 2+ hours of 2 remote access sessions with Adobe Support has yielded nothing. Maybe someone on here as a number I can call?

I am a part of an Enterprise Account through a business. It seems as if Adobe created access to a "business account" and a "personal account" through connected emails. I have multiple team projects that I need access to, through my work email, and I have now completely lost access to them. I can not be invited to them either, as I "already have access." I cannot access the team projects through either the email + "business account" or the email + "personal account."

Has anyone run into this issue? What do I do? This is insane. Thanks for your help. 

[Kevin-Monahan]

Let's move this post to Team Projects, Honais. Sorry!

Kevin

[Honais]

No worries! Thank you.

[Honais]

Hi all. Hoping I can find some help here as 2+ hours of 2 remote access sessions with Adobe Support has yielded nothing. Maybe someone on here as a number I can call?

I am a part of an Enterprise Account through a business. It seems as if Adobe created access to a "business account" and a "personal account" through connected emails. I have multiple team projects that I need access to, through my work email, and I have now completely lost access to them. I can not be invited to them either, as I "already have access." I cannot access the team projects through either the email + "business account" or the email + "personal account."

Has anyone run into this issue? What do I do? This is insane. Thanks for your help. 

[Nate Boerman]

Honais,

Thank you for contacting us.  I am sorry that you are having issues accessing your team projects. 

Couple of questions for you.  I understand that you have multiple account types associated with your adobeID/email.   Can you see the New Team Project or Open Team Project button?   I assume that you have checked the personal and enterprise accounts and attempted to open team projects?  You see nothing on both accounts?
I'll do some checking on my side.
-Nathan Boerman

[Honais]

Hey Nathan!

Thank you so much for jumping on this to help out. The enterprise/personal accounts with a work email is weird, but it now seems like I only have access to the enterprise version (I can no longer sign out and get both options when I sign back into creative cloud). I can see "New Team Project, however "Open Team Project" is greyed out. I"ll attach a picture below.

There should be 7-8 projects or so listed in there.

Team members have also been trying to add me in, but are getting a message "User has already been invited to collaborate on this Team Project."

[Honais]

@Nate Boerman Hey Nate just wanting to see if you were able to find anything on this. Thanks

[Nate Boerman]

@Honais and @Jack Hansen 

Could you to please send me your adobe account logins that were impacted?  nboerman at adobe dot com.

Thank you,

-Nathan

[Jack Hansen]

Just emailed you. Thanks!

[Jack Hansen]

@Honais I am having the exact same issue - spent 3 hours with six different Adobe Support agents. None of them know how to fix this. My case was escalated to the "Escalations Team" overnight. I've spent another 3 hours talking to 4 agents today and that team can't figure it out. They told me about an hour ago that they are pushing my case to the Premiere Team... this is absolutely rediculous.

Adobe's decision to carelessly rollout this profiles feature has completely disrupted my workflow.  I've been able to pinpoint the exact issue but there is no current workaround:

- Business profile has your application licenses.
- Personal profile has your Team Project data.

As a result, Adobe has essentially created a paradox where customers like you and I can't access our team projects because we're signed into our business profiles. But if you switch over to your personal, you're not even able to open the Adobe applications. This is a huge mess on Adobe's part. I'll keep you updated if/when we reach some kind of solution, but this is completely unacceptable on Adobe's part and they need to make this right.

[Jack Hansen]

EDIT: I spent 3 hours *yesterday* with six different Adobe Support agents.

[Jack Hansen]

Additionally, since this thread might be grabbing the attention of some people working at Adobe:

There needs to be a better way for Enterprise customers to get through to more advanced support agents. I implore any Senior Adobe Manager/Supervisor to seriously consider investigating this. Listen to the phone calls between me and your agents that were recorded for "quality assurance."  You'll see how they passed me around to each other like a beachball. There has to be a way for agents to recognize when an issue is serious and needs to move UP the ladder immediately.

I rely on Adobe's services to run my business. As of yesterday, we have not been able to work on any of our team projects. If a customer screws up their account, that's on them. But this one's on Adobe.

[Fergus H]

Hi Zach, hi Jack, 

By now, I've been in contact with you both directly - Jack, I think your issue is resolved; Zach, let's talk tomorrow -  but I also wanted to follow-up here to explain what happened. Here's the story:

1. Adobe is changing the way teams and enterprise accounts work. We think it's a good thing for customers; there are more details here. 
2. As part of this change, customers will be prompted to have their assets automatically migrated, described here. 
3. If a customer opts out of the asset migration, it can be done later manually, described here. 

The migration instructions ask customers to use https://assets.adobe.com to download assets from their old profile so that they can be uploaded to the new profile. But that doesn't work for assets that are stored in Team Projects: those are only visible via Premiere Pro and After Effects. As Jack pointed out, that leaves our Team Projects customers in limbo: you've got a personal profile with your assets but you can't launch your apps, and you've got a business profile where you can launch your apps but you've got no access to your assets. 

It's an edge case that we should have caught. Because we didn't, our support team didn't know how to handle the situation when you contacted us. We're still looking into what happened there - no matter what, you should not have received the exprience you did - and I'm very sorry it was so painful. 

While we should have done it earlier - two customers reporting a data loss issue is a huge red flag - we did press the big emergency button today to get a bunch of people in a room (well, virtually) since it was a puzzle with several pieces. We've also got a team meeting this week to discuss how to fill the gaps we've discovered - actually, you discovered - in this migration process, to document the lessons we learned during this episode, and to make sure we apply these lessons in the future. 

I hope this makes sense and again, my sincere apologies for the frustration this caused. 

Regards,
Fergus Hammond

[Thomas23170978q4l9]

Hello, i have the exact same issue...

Where is the fix ?

[andersc30481112]

I also have the same issue and I have also been in contact with Adobe Support agents on several occassions and they have not been able to help me. 

@Fergus H Could you please describe the solution or tell us how we can get help from Adobe Support? Every time I talk to them, they refer me to Manual Asset Transfer (adobe.com) or to https://assets.adobe.com/ and there is nothing there about Premier Pro Team Projects. 😢

[openwindow]

I've also been dealing with this exact issue ever since this terrible change happened.  Adobe just keeps getting worse with every update and customer support is useless.  We are desperately trying to move off of Adobe because of the significant number of challenges we face with their software.

As a temporary fix, we just stopped using Team Projects.  Not only is my team usually unable to share projects with me because of the 2 profiles, but when we open up a project on a different machine our LUTS and other settings are often different.

I've been hearing good things about DaVinci Resolve and we are hopefully finally making the jump soon.  Good luck to anyone still trying to deal with Adobe!