We have a brand new look! Take a tour with us and explore the latest updates on Adobe Support Community.
When I first arrived to work, I tried to log on to the CF forum. I was perpetually redirected to the main area (https://community.adobe.com) and the "Sign In" button was still in place, instead of the notification, messages, and profile buttons.
I let it sit for a while, and now (obviously) can access the forums. Anyone else go through this?
^ _ ^
Adobe Customer Care just told me it was my machine, not their fault. (I had to log in from a different machine, after trying three browsers and re-booting twice on my main machine)
I think Customer Care lied. It happened to a lot of people in multiple parts of the world. I tried two different machines and two different browsers and basically gave up. I had emailed an Adobe employee and she just let me know things were working again, so I really think it was a site issue.
> I think Customer Care lied.
I think "lied" is too harsh a word. They just followed what seems to be the Prime Directive of "customer care" departments these days: Always Blame The User First. The burden is upon you to prove that the fault is with them, and until you can do that they assume you're the one who screwed up and it's not up to them to solve the problem for you.
You're probably right about them not lying, but seriously, that is a very bad Prime Directive. It's guaranteed to get people frustrated and annoyed.
I dunno about you, but I do not expect someone to tell me, "this is all your fault" before they've checked something out first. If they had looked at the forums, they'd have seen a complete lack of activity for a lot of hours. I know activity has gone down significantly since the move from Jive, but nothing at all for hours on end? Someone should have twigged to it being an issue on Adobe's end.
Agreed. I can't understand how this could have gone on for 6 hours (during the main working hours in the European time-zones, no less) without any red flags appearing and without any response from the web-masters during all this time. It just left us users in the dark, frustrated and thinking there's something wrong with our accounts. Even a simple red banner at the top of the front-page saying "There are currently issues logging in to the site. We are working on fixing them. Our apologies." would have been sufficient.
That happened to me this morning. It took four tries to log in.
I was not able to log in at all until after Tricia emailed to tell me things were working again.
Good evening. Everyone was happening too.
I also did not connect to the forum with the same symptoms from 11/15 19:00 (JST) to 11/16 0:30 (JST).
Since we had not already received customer care in Japan, we inevitably contacted US customer care, but as with everyone, there was no problem here, and at the end we were able to send a screen shot. .
At that time, I accidentally opened the forum, so my chat session ended.
Perhaps it may have been affected by the maintenance of the Adobe account.
Still, it may be fatal that you could not access the forum for a long time (the system was down).
My main machine can now log in, but I lost a couple hours trying to figure this out. The experience does not encourage participation.
Honestly, the Community platform has not been encouraging participation.
If I've said it once, I've said it a million times: I pine for the days of Jive. It was at least intuitive.
^ _ ^
.. and I only just now noticed that I (finally) have the option to actually mark answers as correct.
It's about time.
^ _ ^
I sometimes get the impression Customer Care is living on a different planet.
Adobe on Facebook told me this afternoon (my local time) the were aware of the issue and trying to get it resolved.
> I sometimes get the impression Customer Care is living on a different planet.
Other than this issue, there have been many times in the past.
In a large organization, the situation where information sharing with the field is not well done is sometimes referred to as a large corporate illness in Japan, but is that Adobe no exception?
One side of the building does not know what the other side of the building is doing...
Copy link to clipboard