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Adobe Creative Cloud Subscription

Adobe Creative Cloud Subscription Issues

Posted by @JimFuhrmann on November 25, 2013 (UPDT: 11/26/13) | LEAVE A COMMENT | E-MAIL AUTHOR

@AdobeCare, please refer to the first two single page external posts for issue specific details of my case, then read my status update messages that follow further down below on this page:

STATUS UPDATE MESSAGE (Posted on November 26, 2013 at 4:25 p.m.):

@AdobeCare, the following steps have been performed today on my end in a continued effort to trouble-shoot and resolve the persistent technical issue plaguing my Adobe Creative Cloud subscription:

  1. Logged out of Adobe Creative Cloud and closed it down via the Creative Cloud’s system tray icon.
  2. Deleted ‘opm.db’ from ‘Users>MyProfile>AppData>Local>Adobe>OOBE’ (see image below):
    Adobe Creative Cloud Delete 'opm.db' File
  3. Launched Adobe Creative Cloud and signed in (see image below): Adobe Creative Cloud Login Window
  4. Launched Adobe Photoshop CC and was presented with the following four windows:
    Adobe Photoshop CC Sign-In Window
    Adobe Photoshop CC Software License Agreement Window
    Adobe Photoshop CC Validating Software License Window
    Adobe Creative Cloud Login Window
    I clicked on the ‘Sign In’ button as shown in the first of these four images. Immediately afterwards, the Adobe Software License Agreement window opened as shown in the second of these four images in which I clicked on the ‘Accept’ button. Following that, the Thank You window appeared as shown in the third of these four images in which I clicked on the ‘Continue’ button. The last window in this series opened and displayed that it was ‘Validating software license…,’ then after a few seconds, Adobe Photoshop CC opened.
  5. Once Adobe Photoshop CC opened, a small popup message appeared in the system tray at the bottom right of my screen prompting me to ‘Complete Registration,’ for which I clicked on this message (see image below):
    Adobe Creative Cloud Complete Registration Message
  6. Internet Explorer automatically opened and brought me to a page to sign into my Adobe account, for which I did (see image below):
    My Adobe Account Sign-In Page
  7. The next page that opened was my account info page (see image below):
    My Adobe Account Info Page
    I verified the information then clicked on the ‘Update & Continue' button.
  8. Once I clicked on the ‘Update & Continue' button in the previous step above (Step 7), my browser window displayed the following:
    My Adobe Account Info Page
  9. After a few seconds of displaying what looked like the processing of my updated information, the page went right back to my account info page. There was no message or indication that my verified information had been saved successfully. So I thought maybe changing any one of the required information fields might activate it or kick-start it, so I changed my billing address to my business mailing address. Repeated the same process of clicking on the ‘Update & Continue' button, but it produced the same results…it brought me right back to my account information page without any message or indication that my information had been saved successfully. I’ve tried this process with the latest versions of IE, Google Chrome, and Mozilla Firefox, each producing the same results.
  10. I logged out of my Adobe Account online and closed Internet Explorer.
  11. I proceeded by closing out of Photoshop as it had remained open after Step 4 (and during Steps 5-10). I then proceeded to relaunch Photoshop, but was immediately presented with the following three windows:
    Adobe Creative Cloud Validating License Status Online Window
    Adobe Creative Cloud Renew Your Subscription Window
    Adobe Creative Cloud Renew Your Subscription Thank You Window
    The first window as shown in the first of these three images was attempting to validate license status online. The second window as shown in the second of these three images displayed what appeared to be an issue with my subscription, so I clicked on the ‘Try Again' button, after which I was presented with a thank you window as what shows in the third and final image in this series. When I clicked on the ‘Continue’ button in the third window, it just looped back around and brought me back to the ‘Renew your subscription' window. Again, clicking on the ‘Try Again' button had the three windows in an endless loop.

I’ve repeated the above steps several times this morning, but ended up with the same results each time. I’ve taken the time to document my findings and tried to be as detailed and specific as possible in the hope that it will help Adobe’s developers to debug and resolve this issue expeditiously.

That concludes this status update message.

STATUS UPDATE MESSAGE (Posted on November 25, 2013 at 10:58 a.m.):

@AdobeCare, just checking in to see if there has been any progress made with regard to resolving the issue that I was working with Scott on yesterday (11/24)? Although I signed-up for a thirty-day free trial using another e-mail address as a temporary solution to 'buy more time,' I don't want this issue to fall through the cracks. I will want to switch back to using my primary e-mail address as that has been my Adobe ID for years and reflects all of my past purchases with Adobe.

As I was writing this status update message, I received a transaction alert from my bank that a charge of $30.29 from Adobe Systems, Inc. hit my account. Refer to the following images below:

Adobe Creative Cloud Order History

Adobe Creative Cloud Plan Information

The first image above is a screen print of my order history taken from my account page on Adobe's main website. The second image above is a screen print taken from the Adobe Creative Cloud account page. Image one shows the charge, image two does not.

Please reverse this latest charge and credit my account since I was previously given a one month credit and should not have been charged until December 25, 2013.

Earlier this morning, I signed out of Adobe Creative Cloud and signed back in with my original primary account ID, the one that has been causing all my angst, and the messages displayed are now different from past messages. Refer to the following images below:

Adobe Creative Cloud Subscription Renewal Message

Adobe Creative Cloud Subscription Renewal Thank You Message

Clicking on the 'Try Again' button shown on the first image, then the 'Continue' button shown on the second image, does nothing but perpetually loop.

I think we can all agree that there are some major software issues & bugs at play here. From what I've been reading on the Adobe Support Forums website, there are many other similar and dissimilar issues being reported. I hope your developers are working expeditiously on permanent fixes.

That concludes this status update message.

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