Adobe Creative Cloud

A Personal Experience With Adobe Creative Cloud

Posted by @JimFuhrmann on November 23, 2013 | LEAVE A COMMENT | E-MAIL AUTHOR

I am an Adobe Creative Cloud monthly subscriber, and starting around the time of Adobe's revelation in October that their website was hacked and millions of their customers' personal information were compromised — including credit card information (see links below), I began receiving a daily popup window displaying the following message:

'Please check your billing information'

'We've discovered an issue with your last payment for Creative Cloud. Please go online to manage your account and verify your billing information.'

'Creative Cloud will stop working if the issue is not addressed within the time period displayed.'

Adobe Creative Cloud, Please check your billing information

I logged into my Adobe Creative Cloud account many times and checked my billing information, and it reflected my new up-to-date payment information which I had updated after Adobe’s website hack. So the only logical explanation as to why I would be receiving this message was that there was a software bug between my installed Adobe Creative Cloud applications, and Adobe’s billing and licensing server.

The time period has now expired as of today, and the popup window displaying the billing message has not resurfaced (at least not as of this writing). The installed Adobe Creative Cloud applications still function as expected.

I’ve decided to “go social” and write this article about my experience since it had caused me angst and frustration over a period of many days, and was disruptive to my business as it had consumed a significant amount of my time trying to get it resolved. You see, my business has come to depend on the Adobe Creative Cloud suite of applications, and any disruption or downtime caused by inoperable or malfunctioning software, is a loss in revenue.

I had called Adobe Customer Support on many occasions over the course of three and a half weeks to try to get the issue resolved to prevent a disruption to my business, but the three times I did manage to get through and actually speak with a "live" person, their attempts to resolve the issue were ineffective. My on-hold times had exceeded two hours each time I called, and to add to my frustration, it was difficult at times to understand the persons I'd spoken with as they spoke with strong accents. To be fair, the third customer support person I spoke with on 11/21 really did try his best to resolve the issue and was actually pleasant to speak with during my three hour call (yes, three hours!).

His advice and solution at the conclusion of our call was to wait out the two remaining days to see if the Adobe Creative Cloud applications would actually ‘stop working,’ or if the popup message would just resolve itself...which it appears that it has resolved itself. He did offer a ‘temporary’ fallback solution if the software did stop working, and that was to create a new Adobe Creative Cloud account using a different e-mail address, and sign up for the free trial.

In between those calls to Adobe Customer Support, I had gone so far as to completely uninstall every Adobe application that was installed on my system — and I mean every Adobe application! This was a 'deep' uninstall of the applications. After using the traditional uninstall method by way of the 'Add / Remove Programs' in the Windows Control Panel, I rebooted my system then downloaded the Adobe Creative Cloud Cleaner Tool and successfully executed that program. For extra measures of thoroughness, I manually deleted any remaining Adobe folders left over in 'Program Files' and my 'User>AppData>Local' folder. I also deleted any remaining Adobe registry keys left over in the system registry (manually and by running CCleaner).

After doing all of that, I rebooted my system once again, then logged into my Adobe Creative Cloud account, downloaded and installed the Creative Cloud Desktop and one Adobe Creative Cloud application, in this case Adobe Acrobat XI Pro. To my frustration and disappointment, the popup message reappeared once I logged back into the Adobe Creative Cloud Desktop (refer to image above).

To those reading this article who may be experiencing the same problem, my advice to you would be this: first, log into your Adobe Creative Cloud account and verify that your billing information is correct; and second, call Adobe Customer Support at 1-800-833-6687 and explain to them the problem as there might be a solution (or fix) that was not available to me at the time of this writing. Be patient when first calling as you may experience long on-hold times.

Although I experienced angst and frustration not knowing whether or not the software that my business depends on would function or not after the 30-day countdown expiration, you shouldn’t have to. If Adobe Customer Support cannot resolve the issue immediately for you, which was the case for me, then breathe easy knowing that the issue seems to resolve itself on the day it’s supposed to least this appears to have occurred in my case. I’ll know for certain in a day or two when I can continue to use my Adobe Creative Cloud suite of applications unabated. I’ll provide updates to this article and subject matter as needed via the comments below.

For detailed information on the Adobe website hack, visit the following sites:,2817,2427061,00.asp,2817,2425215,00.asp

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