Adobe Support - Wasted 3 hours

[ataylor]

I've been speaking with adobe support today to try resolve some issues regarding users hitting CAPTCHA's and CAPTCHA's refusing requests when using SSO for adobe applications, it appears to only when we have a large volume of users trying to log in.

 

I believe their support center is based in India, i'm not sure if it was the language barrier, lack of knowledge or both - they seemed totally incompetent!!

 

After around two and a half hours of the guy trying to convince me to remove a computer from the domain and trying to get me to contact my IT Deparment (ME) or Internet service provider - the guy finally came to the conclusion that users were getting a CAPTCHA because of failed logins... and it seems that once one student has triggered the CAPTCHA, it affects everyone on the network. His solution to the problem was that users enter the correct log in details.

[Norphy]

His solution to the problem was that users enter the correct log in details.

 

In all fairness, he wasn't entirely wrong

[ataylor]

I had kind of lost the will to live at that point but I think I manged to get across why that is not a manageable solution. He said he would pass it onto the development team, but i'm pretty sure that was just to get rid of me.

[unixman_again]

My record with Adobe support is 6 1/2 hours and nine different people. This was for a CS6 problem, which kept on becoming unlicenced when one user logged in. They never did get to the bottom of the problem - I upgraded to CC. This week I was only on to them for 3 hours and two people, to fix a Mac, which had upgraded from Adobe-CC 2018 to 2019, which doesn't officially yet exist. They did at least fix the problem.

[Davit2005]

Nothing much changed there in 6 years, a previuos Manager of mine put his head in his hands when I told them what I thought about their support.

[MacGeek78]

Use GIMP free photo editing suite! Just as good as Adobe- Adobe Licencing is not suited to Schools

[KK20]

as an aside, this is why I originally setup our free office 365A1 azure AD sync - it allows 3rd party SSO requests to the federated logon. It was seamless for our adobe "per user" apps to leverage the azure AD once you have set up the trusts. Best bit is that users dont need to type a thing.

[ataylor]

This is how we have it setup, although my users still have to type their email in before it picks it up.

[free780]

Yes I've also noticed this. Do your email addresses match your UPN? Not sure if this is the issue.

[ataylor]

Yes they do :-

 

Year 7 Joe Bloggs might be :-

18jb01

[email protected]

 

 

We have ADFS configured for SSO which works for office and a few other applications, although for example, when users log onto office, I provide the following link to skip them having to enter their own email :-

https://login.microsoftonline.com/login.srf?wa=wsignin1.0&whr=ourdomain.co.uk

Edited November 15, 2018 by ataylor

[free780]

But is UPN is [email protected] or [email protected]?

[unixman_again]

Another two hours talking to them yesterday to find out the answer to a simple question "How do you upgrade CC 2018 without it downloading the 2019 and completely breaking the installation?" The advice is, to create a new package, uninstall the old version and install the new version. Like wow!

 

Interestingly, on the Mac install there is a hidden program which does the upgrade for you. On Windows there is a hidden program too, which *might* work if you have a 32 bit machine, but doesn't if you have a 64 bit machine. On a 64 bit machine, huge parts of CC are 32 bit (err why? ) and the upgrader is 32 bit.

[ataylor]

Got an email yesterday from our supplier about a 10% increase in their prices...