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Adobe Photoshop Family

238 Messages

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3.5K Points

Mon, Jun 17, 2019 5:30 PM

Solved

This forum does not work in Safari

I am unable to login to this forum from Safari. On my iPad, when I login, it goes to a new screen that is blank. On my mac, I go to login, it says I've logged in, but when I get back to this screen, I'm still not logged in.

In both cases, I tried to login after having types a new conversation and I lost what I typed.

Responses

3 Messages

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102 Points

2 months ago

It's not solved. When I visited this site after an absence of a few years initially I did not understand why my login was successful but I still could not get back in. Now, after reading this thread and disabling Prevent cross-site tracking in Safari 13.1.2 with Catalina 10.15.6, I can sign in again.

I have also found that Chrome and Firefox with the extension uMatrix enabled also prevents signing in to feedback.photoshop.com. Could something be done about this issue other than to disable Prevent cross-site tracking?

It seems to be a Safari for Mac is issue, mostly, as I can still sign in with Safari on my iOS devices. My iOS devices are running iOS 13.6.1.

It's strange that when I checked Safari for iOS settings, Prevent cross-site tracking is checked by default and I can sign in to this site but Prevent cross-site tracking in Safari for Mac 13.1.2 needs to be unchecked to sign in here?

33 Messages

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678 Points

2 months ago

I can confirm that the problem was not solved. I think that there's something for Adobe to address here.

I just tried several attempts to sign in from my new MacBook Pro 16" running Catalina and had the same problems reported here by several others over the last year. I am running Safari 13.1.2.

When I go to this site in Safari, I try to sign in using my Photoshop Family account. I enter my id and password at the pop-up window. It tells me that I have successfully signed in and that I can close the window. If I manually close the login pop-up, nothing happens; the sign-in options pop-up is still there and the main browser window shows no one is signed in. I tried waiting for minutes to see if the login pop-up would auto close, along with the sign-in options pop-up behind it (Johan Elzenga's suggestion). Nothing happens.

I tried clearing cookies in Safari using Jeffrey Tranberry's suggestion from a year ago in this thread. I cleared every cookie showing any evidence of Adobe or Photoshop. That still didn't work.

I finally tried the suggestion from Roland, 3 months ago: deactivate (uncheck) "Prevent cross-site tracking". That worked. The login pop-up auto closes, along with the sign-in options pop-up behind it.

This problem is repeatable. If I check "Prevent cross-site tracking", the problem behaviour returns. If I uncheck it, I can log in normally.

As a large proportion of Adobe users on MacOS will be using Safari, I don't think you can say that the problem has been resolved or that its local to any one system. My MacBook is new; I only set it up a week ago and only installed Creative Cloud and LR Classic today. Everything is pretty much at default out-of-the-box. So there's been little opportunity for something subtle or esoteric to generate this behaviour.

I agree with Ryan Kester's statement: "Adobe is a company with enough resources to fix an issue such as this". We should not have to go through these hoops just to login to a support site!

Hopefully, the steps above will help anybody else having the same problem.

Cheers, Frank





33 Messages

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678 Points

2 months ago

Furthermore, I'd like to point out to @Jeffrey Tranberry and @Johan Elzenga, that disabling "Prevent cross-site tracking" means I have to disable an important privacy function in my browser.  

As @John R. Ellis pointed out: "it's unreasonable to tell users to make this change to the default Safari settings" just to be able to access support from Adobe.

He cites an article, which states that  Apple changed Safari on 3/24/2020 to disable cross-site tracking by default. Moreover, Google plans to do the same for Chrome. I think Adobe needs to acknowledge the issue and expedite a solution that doesn't require users to make important compromises.

(https://www.theverge.com/2020/3/24/21192830/apple-safari-intelligent-tracking-privacy-full-third-party-cookie-blocking)

I gather that Adobe does support user privacy, don't they?

Cheers, Frank




33 Messages

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678 Points

2 months ago

I saw some references in the trail of responses stating that there is no problem on iPad. But I can reproduce the same problem with the same fix on my iPad. I am guessing it will be the same on my iPhone, because there is a common cause involved: "Prevent cross-site tracking".

10 Messages

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164 Points

2 months ago

This problem is related to the 'prevent cross site tracking' setting in Safari. Obviously Adobe don't like not being able to track users across sites.

Champion

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3.1K Messages

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56.1K Points

No, that is not the reason. The reason is that these forums are from getsatisfaction.com, so cross site tracking is needed to log in with your Adobe account.

Johan W. Elzenga,

http://www.johanfoto.com

10 Messages

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164 Points

Okay, does that mean FB, Google and other logins wouldn't work either? Once registered once on the form it should work. After all, using Safari, after attempting a login it does say you're logged in even though you aren't.

Champion

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5.2K Messages

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93.3K Points

2 months ago

It's technically possible for platforms to provide login services for other domains. But GetSatisfaction, the platform powering these forums, is relatively old.  It's owned by Sprinklr, and it appears to be end-of-lifed (it appears nowhere in the list of Sprinklr products).  So I think it's unlikely Sprinklr will fix GetSatisfaction to handle Safari and Chrome's changing policies.

Assuming the platform is end-of-lifed, support for it will be ending at some point, and presumably Adobe is/will be looking for a replacement. Let's hope that goes much smoother than the transition of the Adobe "community" forums from Jive to Khoros, which was (and is) a mess.


10 Messages

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164 Points

2 months ago

Okay, understood, as a user you think that a product such as Adobe and its associated services will be operated with the latest 'underpinnings'. Seems strange they can't run their own support forum. Surely they have the resources. I find their latest product iterations very buggy, so many problems that if I posted them on the forum I'd probably be posting something everyday.

Champion

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5.2K Messages

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93.3K Points

a month ago

Today's upgrade to the forum platform appears to have fixed the problem.