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Oh gosh. More Cloud Vexation! Is it ME?

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Bill Davis
Oh gosh. More Cloud Vexation! Is it ME?
on Apr 27, 2015 at 5:06:23 am

Busy with work and NAB I hadn't done any photography for more than six weeks.

So I went out last night to do some lens tests with my Canon DSLR fresh from Canon Service at NAB and my new 85mm and 50mm primes.

Got home and loaded up my OLD Lightroom and did some basic retouching. Then figured I'd finally upgrade to Lightroom 6 and check out some of the new features including the HDR deal.

Whoops. According to everything I can see, Lightroom has disappeared from my CC account! I got update notices for Photoshop (a program I rarely use) and NOTHING about Lightroom - a program I use regularly.

So I started paging through my CC account. And it APPEARS that all reference to Lightroom has disappeared! Along with ALL my prior ownership records for it AND Photoshop!! Worried that there was some payment problem I was unaware of, I checked the credit card billing records - NOPE - sure enough monthly payments have gone out without interruption.

Not sure WHAT do do now. I'm loathe to call in and do the transcontinental telephone shuffle again.

But this is VEXING.

The paper trail is attached. (honestly, I know I'm critical of the rental model at times, but I truly don't want people thinking that this is some type of made up vendetta to score points against Adobe. This is simply what's happening to me. If anyone can tell me what's going wrong, I'd appreciate it. All I want to do is use the software I'm paying for. Truly.

A photo from last nights shoot. (pretty meh, but a successful test to start understanding low light shooting with faster f1.4, & f1.8 primes)



The problem appears. No Lightroom Update?



Payment Verification




'll try Managing my account...



This is troubling - no products showing as part of my account? No, I don't want a free CC account, thank you.



Nope, no software updates or help here either.



Seeing the two words in the middle of the final page caused me to think I'd better sleep on this. Sigh.



Know someone who teaches video editing in elementary school, high school or college? Tell them to check out http://www.StartEditingNow.com - video editing curriculum complete with licensed practice content.


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Mads Nybo Jørgensen
Re: Oh gosh. More Cloud Vexation! Is it ME?
on Apr 27, 2015 at 11:11:58 am

Hey Bill,

My Lightroom upgrade went through with no problems.

However, I had to update my Creative Cloud (manager) software before it would allow me to update the Lightroom.

Also, in a previous life I had a different log-in for Adobe. This created some confusion when a specific web-browser which automatically logged me in under the old name. In a similar fashion to yours, it claimed that I had purchased nothing - might be worth checking.

All the Best
Mads

@madsvid, London, UK
Check out my other hangouts:
Twitter: @madsvid
http://mads-thinkingoutloud.blogspot.co.uk


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Bill Davis
Re: Oh gosh. More Cloud Vexation! Is it ME?
on Apr 27, 2015 at 6:31:35 pm

So if I understand this correctly, there's NO actual on-going bi-directional account linkage between CC Software delivery - and CC Billing and Licensing? Even if the software licensing flag gets killed for some reason and it appears to Adobe that I'm suddenly NOT a licensed user anymore (even tho I surely AM) - there is no mechanism on the billing side to reflect that the software licensing has been interrupted for a customer and therefore to at least suspend the billing until things get sorted out?

So I can't get the new software. I'm NOT actually a customer anymore - at least in some sense. (I'm presumably on a countdown for my Lightroom access going dormant?) - AND yet I still get auto-charged every month for the Photo Subscription.

Lovely.

I'm a little queasy at the thought of having to call overseas once again to try to get THIS straightened out. Last time it was an hour and 20 minutes mostly on hold.

All I want to do is operate and update my properly paid for software and use it as expected. Shouldn't be this complicated, should it?

Pray for me.

Know someone who teaches video editing in elementary school, high school or college? Tell them to check out http://www.StartEditingNow.com - video editing curriculum complete with licensed practice content.


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Mads Nybo Jørgensen
Re: Oh gosh. More Cloud Vexation! Is it ME?
on Apr 27, 2015 at 7:57:06 pm

Hey Bill,

[Bill Davis] "So if I understand this correctly, there's NO actual on-going bi-directional account linkage between CC Software delivery - and CC Billing and Licensing?"

No, there should be. But if you have multiple log-ins, then like with my legacy log-in, you need to make sure that you are logged in.

I agree that it shouldn't be that complicated and that someone at Adobe needs to pull a finger out to help you. Best advice is to use the text support, they are normally very good, and you can continue working whilst they visit "never-land" for answers.

If that doesn't help. ping me mads [at] madsvid dot com and I will give you direct email address.

All the Best
Mads

@madsvid, London, UK
Check out my other hangouts:
Twitter: @madsvid
http://mads-thinkingoutloud.blogspot.co.uk


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Kevin Monahan
Re: Oh gosh. More Cloud Vexation! Is it ME?
on Apr 27, 2015 at 11:25:44 pm

Hi Bill,
Sorry for this frustrating experience. What you might try is signing out of Creative Cloud, then signing back in: http://bit.ly/CC-sign-out

If that doesn't work, do as Mads suggested. Contact Adobe Support here: https://helpx.adobe.com/contact.html

If you are still having trouble, contact me at Adobe. I believe you have my contact.

Thanks,
Kevin

Kevin Monahan
Support Product Manager—DVA
Adobe After Effects
Adobe Premiere Pro
Adobe
Follow Me on Twitter!


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Bill Davis
Re: Oh gosh. More Cloud Vexation! Is it ME?
on Apr 28, 2015 at 6:39:15 pm

Kevin,

Thanks so much for the offer!

I'm afraid I've run out of time to deal with this in the short term. I'm back editing on a deadline on a video project.

It may be a week or so until I need to think about stills again.

At that point, I'll revisit your suggestions with renewed hope.

Hope you're fully recovered from the NAB FLU.

Thanks again for the moral support. I truly appreciate it.

Know someone who teaches video editing in elementary school, high school or college? Tell them to check out http://www.StartEditingNow.com - video editing curriculum complete with licensed practice content.


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