Adobe support! Could it be the worst there is?

[Zourous]

Rant Alert!!

 

I have an Adobe issue and used the online chat to get going. Chatted for a bit, the guy remoted on and couldn’t help and just found another Adobe issue he got stuck with. Anyway a case was opened and I was able to leave a message on their portal with an expectation of a further response in 24 hours. 48 hours passed and no response. Then get automated emails from Adobe saying I haven’t responded when I have! I try responding to the alert email (which it says I can) but still no response days later. More automated emails appears telling me to respond and then the case gets closed suddenly! I get back on the chat and ask for the case to be reopened, and they say “no lets open a new one, and what is the issue” I say the issue is in the previous case, please reopen it. They ignore me and say “What is the issue again?” I said it’s in the case, please confirm you can read the case? “Only partly” they say. I then ask to chat to someone higher up. They say someone will call me in the next 24 hours. Get another automated mail with a new case opened saying I will get a call. 48 hours later, guess what, no call and the new case is closed.

 

All this and I haven’t got anywhere yet!!

[free780]

I once spent 3 hours on the phone getting SSO working with multiple domains. In the end we had to delete the Idp part and start again. Adobe didn't support AzureADs default SHA256 for signing. I get the impression it's very scripted responses unless your dealing with something very complex.

[maark]

Trying to get SSO working - no one connects on chat - you can't log a call except by phone so not looking forward to it.

[RLR]

Yea, I had to go to chat 4 times before I got someone that helped me. What issue are you getting? We suddenly had Adobe Acrobat asking our users to sign in even though we use Device Licenses. Nothing changed, it just suddenly started asking people to sign in and wouldn't let users skip it. Eventually got someone from adobe tell me about a reg key we can deploy to by-pass this.

[unixman_again]

I've had three cases where-by updating DC suite using the approved method has downloaded versions of the software that we aren't licenced for, on one occasion a non-existent version. I've spent hours with their online chat and on the phone trying to fix our installs which they broke with their rubbish upgrade procedure. Ever since they moved from proper install files to this cloud install rubbish, their support has been terrible, and it was never that good when we had non-cloud software. I don't think their help desk understand their products.

[FishCustard]

And then they wonder why organisations switch to open source alternatives...

[free780]

Or maybe MS should buy Adobe. Adobe 365 E3.

Seriously though due to the new requirement for signings in CC 2019 some were asking Adobe why they don't just follow Autodesks model of giving the software for free to education.

Edited February 22, 2019 by free780

[Homer]

Or maybe MS should buy Adobe. Adobe 365 E3.

Seriously though due to the new requirement for signings in CC 2019 some were asking Adobe why they don't just follow Autodesks model of giving the software for free to education.

 

Because Adobe are worse than big pharma companies for extortion. I despise Adobe, I have done for many years, but their latest licensing change has finished me off and I'm looking for open source alternatives so we can bin CC.

 

Utter joke of a company.

[mavhc]

You'd think if you paid for something it would be easier than the free version, hah. Inkscape is great, and the MSI works now. Blender has a nice MSI, plus a video editor. Davinci Resolve isn't open source, but it is free, requires GPU though. Paint.net has a great MSI system, although adding all the plugins might be harder.

 

Krita used to have an MSI, but does have a portable version. Someone usually makes an MSI for GIMP

[free780]

I find tge requirement of an MSI is less so. Particularly if you use SCCM. The annoying thing about Adobe CC is that the feature lock down can only happen when the software is deployed. There are Admxs for Acrobat and Reader. The newer software such as XD is actually a sideloaded UWP so introduces updating issues.

[ataylor]

Got an email last month that there is going to be a 10% price increase on Adobe

[robk]

Yea, I had to go to chat 4 times before I got someone that helped me. What issue are you getting? We suddenly had Adobe Acrobat asking our users to sign in even though we use Device Licenses. Nothing changed, it just suddenly started asking people to sign in and wouldn't let users skip it. Eventually got someone from adobe tell me about a reg key we can deploy to by-pass this.

 

Would you be willing to share this info... I have several machines doing exactly this. Uninstalling and re-installing CC takes a while!

[free780]

Is it to do with Acrobat requiring signing in now?

[RLR]

Would you be willing to share this info... I have several machines doing exactly this. Uninstalling and re-installing CC takes a while!

 

Yep, we deploy a GPO to add this regedit to all machines:

 

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC\Activation]

"IsAMTEnforced"=dword:00000001

 

Edit: For some reason the post is adding an extra space above at the end of adobe (adob E Acrobat). It doesn't show in the post preview but shows once it's been posted.

 

You can download the reg key here if you want: https://drive.google.com/file/d/149FYoVoglUBD1e4lQ70v4olq-IFy7oZi/

Edited February 26, 2019 by RLR

[Zourous]

Yep, we deploy a GPO to add this regedit to all machines:

 

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adob e Acrobat\DC\Activation]

"IsAMTEnforced"=dword:00000001

 

Edit: For some reason the post is adding an extra space above at the end of adobe (adob E Acrobat). It doesn't show in the post preview but shows once it's been posted.

 

 

You can download the reg key here if you want: https://drive.google.com/file/d/149F...v4olq-IFy7oZi/

 

This is exactly my issue but with Adobe Lightroom instead. There doesn't seem to be a equivalent regkey for it.

[RLR]

This is exactly my issue but with Adobe Lightroom instead. There doesn't seem to be a equivalent regkey for it.

Yea, it took me 4 attempts to get to someone with this solution. Everyone else just basically said re-install adobe cc or just re-package acrobat and re-deploy which didn't work. I had to uninstall the whole adobe cc suite and re-install. This would take a couple of hours per machine as we deploy a lot of the adobe apps.

 

I went back and said it isn't possible to do this as we have over 500 machines.

[Arthur]

Edit: For some reason the post is adding an extra space above at the end of adobe (adob E Acrobat). It doesn't show in the post preview but shows once it's been posted.

CODE tags will fix this...

 

[HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC\Activation]
"IsAMTEnforced"=dword:00000001

[free780]

Out of curiosity which version of Acrobat triggers the requirement for logging in?

[gshaw]

Trying to get SSO working - no one connects on chat - you can't log a call except by phone so not looking forward to it.

 

@maark

 

I had the same issue but to be fair to Adobe it did get escalated to someone who understood the issue and eventually Okta, who needed to reset the SSO configuration at their end to get it sorted.

 

You can SSO from Azure AD following the MS guide with a few caveats...

 

1) you need to change the certificate algorithm to SHA-1 (need to use the old Azure UI to see the option)

 

2) if you had an existing SSO configured e.g. to internal ADFS there's a chance the updated certificate won't actually get pushed to Okta and / or the redirect won't update. At that point you will need escalation to get to the team who can sort it.

[maark]

@maark

 

I had the same issue but to be fair to Adobe it did get escalated to someone who understood the issue and eventually Okta, who needed to reset the SSO configuration at their end to get it sorted.

 

You can SSO from Azure AD following the MS guide with a few caveats...

 

1) you need to change the certificate algorithm to SHA-1 (need to use the old Azure UI to see the option)

 

2) if you had an existing SSO configured e.g. to internal ADFS there's a chance the updated certificate won't actually get pushed to Okta and / or the redirect won't update. At that point you will need escalation to get to the team who can sort it.

 

thanks - will have another look at it - been dragged off to other stuff at the moment

[ozydave]

Yep by far

[Zourous]

Went to their site yesterday to start another chat in the hope of help and it says "chat closed", oh great! Checked this morning and still the same. They are probably receiving training. What support do you know that just closes down and lists no alternative.

[Zourous]

Chat was still closed so got back on the blower to them. Held on for 15 minutes and then got cut off as the automated voice asked to call me back and I didn't notice. I can't guarantee I won't get collared for something even if they do call back so I just called again. This time however I got through to someone who helped. As it turns out, we're not allowed under a device license to use Lightroom CC only the classic version instead. So yes we can download it from the package creator but we can't use it! It's a shame the first guy I spoke to didn't realise this and remoted on doing all sorts to try and resolve it.