Photoshop/Lightroom: Loss of internet connection and license

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Before I first purchased CC I asked on a forum the question, "will it still run if my internet is down", and I was informed yes.

I have moved to a small volcanic (desert) island where the internet isn't always good.  So far I have been luck in that it has been off when I have not needed to be at my computer.  This morning was the first time, but I thought it would allow me to catch up with photo processing and art work. Until I got the message that Adobe can't check my subscription!!!   So for most of the morning I might as well have gone back to bed!

Now we are hoping to move further inland, where connection problems are more than likely to increase.  I wasn't bothered until this morning, as I thought I would still be able to use Photoshop and Lightroom. :'(

So, have finally got internet back on I opened up Photoshop and Lightroom ok.  When it went down again they did stay open so I see that I must just have a connection in order to open them.

So I have to ask, is there ANY way that I can open Lightroom and Photoshop when my internet connection goes down? 
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Jill Terry

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Posted 10 months ago

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Victoria Bampton - Lightroom Queen, Champion

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As long as you don't sign out, it should carry on working for at least a few weeks even if it can't contact the servers. Did you have to sign in, or did it just complain?
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Jaroslav Bereza

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You could try to crack your PS. Usually, it is not legal because these people don't have the valid license which might not be your case. But it still might not be perfectly ok and there is also a chance to download the virus.
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Victoria Bampton - Lightroom Queen, Champion

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That would be a really bad idea. Definitely don't do that.

If there's a bug that's causing you to get locked out, let's focus on finding it and getting it fixed. Much of Adobe US is on vacation at the moment, so there might be a slight delay, but getting to the root cause is the best solution.
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Jaroslav Bereza

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Yes but if you look at the average time how long it takes to solve issue then it is mostly something between 3 years and eternity. In case that fixing requires to implement new code and build new version of PS. I am not sure if it is this case but professionals needs to earn certain of money per certain period of time.
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Victoria Bampton - Lightroom Queen, Champion

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This doesn't sound like a Photoshop bug but a licensing issue. Not being able to open the software makes it one of the highest priority issues. I'd strongly recommend you don't recommend cracking their software on Adobe's own site!
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Jill Terry

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Thank you.  I never sign out.  Turned on computer this morning and realised internet was down. So I just opened Lightroom and got a message that it couldn't confirm my subscription and gave me the option to retry or quit.  Obviously didn't retry as I had no internet!  Opened Photoshop and that was the same.  Once internet came back on it then asked me to sign in.  I don't usually get asked to sign in

(Edited)
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Official Response
Hi Jill,

Sorry you're having trouble.

Two things which can lead to being unlicensed:

1) If you have the CC Photography plan, you will need an internet connection at least every 90 days to update the licensing token. Details here: https://helpx.adobe.com/creative-cloud/kb/internet-connection-creative-cloud-apps.html

2) If the clock on your computer is changed, this can also revoke the license. Two things can cause this:

   a) Your computer's clock CMOS battery/capacitor is bad and your laptop battery or desktop computer completely loses power causing the computer to lose its time. If this is the case, replace the CMOS battery. 

   b) You have your computer set to use network time automatically. If you're remote and tethered to a cell phone which may be talking to towers in different timezones, this can change the clock setting multiple times. If this is the case, set your clock to manual: https://helpx.adobe.com/download-install/kb/cannot-verify-subscription-offline-mode.html
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Adobe Dan, Chief Architect

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Hi Jill,

I'm the chief architect at Adobe in charge of our application licensing.  Here is how our applications are supposed to work while offline:
  • when you are connected to the internet, your application is able to reach the Adobe servers and it verifies your license.  When this happens, the application saves a "license credential" in your OS's secure storage (keychain on Mac, credential manager on Windows).  This license credential is timestamped with when it was retrieved.
  • when you are not connected to the internet, your application looks for an existing license credential saved from a prior launch.  When it finds this credential, it checks to make sure that the current time on your computer is later than the timestamp in the credential.  If it is, your application knows it is licensed and it runs normally.  But if your computer time is earlier than the timestamp in the credential, the credential is discarded and the application will not run until it can connect to the internet again.
What I believe is happening in your situation is that your intermittent network connection is causing the time on your machine to "jiggle" back and forth.  This is actually a fairly common problem when using wifi (and sometimes wired) connections in remote areas, because most computers are set to verify their time against the network, and some brands of router will provide unstable times to the network when their own upstream connection to the internet is intermittent.  I know this may sound crazy, because you probably don't see any obvious changes in your computer's clock, but even a jiggle of 10 or so seconds can cause your saved license credential to be discarded.  You would not be alone in experiencing this problem; many of our photographer customers who work in areas with intermittent networking have reported it.

As Jeff explained above, the workaround for this problem is to tell your computer *not* to set its time from the network (following the instructions in this help document: https://helpx.adobe.com/download-install/kb/cannot-verify-subscription-offline-mode.html).  Then, once you connect and get your license credential saved locally, your computer clock will not drift, and you will be able to work offline.

Hope this helps! -d.

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Victoria Bampton - Lightroom Queen, Champion

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Thank you Dan, I love learning the little details!
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Lukáš Chmela

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Thank you for all the details provided. However, I am sorry for disagreeing with you. The official article referenced by Mr. Tranberry only states that:

You must connect to the Internet when you want to install Adobe Creative Cloud apps, such as Photoshop and Illustrator. Once the apps are installed on your computer, you don’t need an ongoing Internet connection to use the apps.

You can use the apps in offline mode with a valid software license for a limited period. The apps attempt to validate your software license every 30 days. You receive a reminder to reconnect to the Internet to validate your license:

These two paragraphs are simply either misleading or untrue at the moment. There is an ongoing debate on how the Adobe Creative Cloud licencing manager works when the internet connection is lost in an otherwise quality connection city area. In some circumstances, the application successfuly prevents offline work even if that happens to be a few-minutes drop out.

Link to the original discussion: https://forums.adobe.com/message/10810376#10810376

I have to point out that in what concerns me personally, I do have network time synchronization turned on. As far as I know, it is the Windows default setting and Dan's comment is the first time I am reading anywhere (unofficially from Adobe) I should do otherwise. Being a programmer myself, I totally understand that a time jiggle could occur in many circumstances and I agree that I would not notice even though my time indicator shows time with seconds. If, however, a time jiggle in the order of seconds or even minutes lasting a tiny moment can render a software installation unusable for the entire time of connection loss, it is a serius flaw in the software design by definition. It is understandable that time shifts in the order of days or even years hint the licence might be compromised but not necessarily so if it is a few-minute jiggle. Please note that for anyone trying to launch a Creative Cloud application when working offline, it is nearly impossible not to notice a shift of an hour or more the whole time the dialog keeps trying to connect to the server.

Thank you again for the time you have taken to engage in the topic. Hopefully Adobe will make their efforts to investigate the issue further.

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David Converse

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Hi Dan, appreciate hearing from you and let's do this again. Unfortunately, your approach is a problem as you may have noted from this thread. And the new licensing window in Bridge (and I believe InDesign?) is getting a lot of complaints. It starts to draw but remains blank and blocks the program until the license is verified, for some of us on about every launch.

As for changing from network time, many customers work in a corporate setting where they are not allowed to change time settings. A corporate IT department is not going to change this for Adobe.

The perception is that Adobe engineers don't understand real-world usage and that a lot of changes over the past decade have been marketing-driven and are NOT helping regular users.

Bottom line- expiring a token because time shifts while a user is offline, preventing use of paid software, is nonsense. We all know it. You need to convince management that user-hostile design is not in anyone's best interest.
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Lukáš Chmela

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Thank you, Dan, for your kind response and for all clarifications. I will be looking forward to the future release. Let me wish you all at Adobe happy Holidays and a pleasant new year.
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Jill Terry

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Thank you all for your replies, and Dan for all your details.

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Adobe Dan, Chief Architect

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Official Response
Hi Lukáš and David,

Thanks much for your thoughtful replies.  I believe we are actually in complete agreement about almost everything :).  Here's some follow-up information and answers to some of the issues you raise:

1. We agree that the current design is too brittle.  In fact, we have already made changes in our design to avoid this problem (one, as Lukáš suggested, is to be more permissive of time jiggles) and product updates that incorporate those changes will likely become available starting in February or March of 2019.

2. This "network time jiggle effect" is very rare, so much so that we didn't see this scenario in extensive real-world testing (including feedback from literally millions of machines in use by actual customers).  If we had seen it before we shipped, we would, of course, have fixed it before we shipped.  We feel terrible that we have put customers like Jill in the position of having to use a workaround like turning off network time syncing, and we are well aware that network time syncing is turned on by default by all OS manufacturers (with good reason - SSL connections depend on an accurate machine clock).

3. The point about this really hurting users who are using, for example, corporate-controlled machines, are well taken.  Clearly such a user would have to ask for an exception from his administrators, and those can be hard to come by.  The feedback we are getting from the field, luckily, is that essentially no corporate network environments have this issue, and that most users who encounter this issue in the field are photographers who maintain their own machines independent of corporate standards.

4.  It has been suggested that this change in our licensing software was motivated by marketing concerns and ignored real-world experience.  This is the exact opposite of the truth.  Our in-app licensing software has, for years, been one of our biggest customer support problems, and this revamp was intended to address all of the issues we knew about.  On the whole the revamp has been successful at meeting that goal: based on every measure we have available, this revamped licensing software is causing problems for way, way fewer customers than its predecessor (by one if not two orders of magnitude), including those customers who work offline.  Unfortunately, whenever you change software you introduce bugs, and clearly this is a bug that we introduced that we were unable to detect before it bit people.  We feel terrible about that, and are doing the best we can to keep them running until we can get them a fix.

Hope this helps put things in context.  We are doing our very best to meet all of our customer's needs, and we are very sorry that we don't always succeed.
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Anthony Blackett

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Here is a simple test I did.

System time is correct and Lr works fine with an Internet connection.

Internet connection lost (unplugged). System time is still correct and Lr continues to work.

System time is a day behind (set the date to yesterday) with no Internet connection. Lr will not work, displaying a dialog with the message "We can't verify your subscription status."

If you have an unreliable Internet service and have a problem with your system clock (battery dead), then the clock could easily lose its time while your computer is powered off. When your computer is powered up again, assuming that 'synchronize with Internet time' is enabled, and there is no Internet connection, the system clock will be wrong and Lr will not work while offline.

When your Internet service is finally restored, once the system clock is synchronized via the Internet time service, and Lr will work once again. If your system clock is still wrong once you have an Internet connection, then Lr will display a different dialog stating that there is a problem with your system clock.

However, Jill's problem seems to be also that she had been signed out of Creative Cloud because she had to sign in again, at least on the last occasion she reported.

There seems to be a couple of things going on here, but I would be very suspicious of the system clock!

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Lukáš Chmela

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In what concerns my side, time synchronization issues might arise from open WiFi networks reachable on my travel. Usually, such a network passes a little network traffic through until it redirects every new request to a legal notice page. From this time on, network traffic is blocked (redirected to the very same page) until you agree with the terms of service and are connected to the Internet again.

I have never run out of battery with my current laptop (fairly new device) so there is no way time could be forgotten even if the mainboard battery was dead.
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Adobe Dan, Chief Architect

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Hi Lukáš, open (and even closed) WiFi networks you encounter while traveling do not generally cause the issues being discussed on this thread.  All of those networks have routers that are properly connected to the internet, and they are receiving proper time signatures (whether you are allowed to join or not).  The issues discussed above arise from joining networks whose routers are not actually internet-connected and/or are misconfigured.  These routers sometimes have incorrect time-zone information at their wireless connection layer, and that's typically what causes the time jiggle.
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David Converse

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I appreciate your comments. I’m sure that being in a corporate environment, you are aware of how management views “cost centers” vs “profit centers.” Even when a cost center benefits the company, management often wants to cut it because they can’t show an immediate profit benefit.

For customers, licensing code is a cost center. We can discuss the differences in licensing cost given the presumed reduction in piracy, but for us, licensing and activation and DRM are annoyances that don’t have any tangible benefits. Every program I use would be easier and faster and have fewer things to break if we didn’t have that extra weight tacked on.

When Photoshop performance lags because of Select and Mask (which it does, badly) I can at least see the trade off with a new and somewhat more versatile tool than Refine Edges. I’m not happy but it’s not a total failure.

When licensing and activation code breaks or slows down a program, most customers are going to see it as a total failure, a “feature” with negative value.

Implementation of Select and Mask is an engineering issue. Implementation of licensing is a management issue. If enough people complain, you expose legacy functionality (new document window, spot healing tool, Undo shortcuts) at least some of the time. I don’t see that happening with how Adobe decides to do licensing.
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John Carney

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This reply was created from a merged topic originally titled Please improve subscription verification process to allow people to continue work....

I’m currently on the road and sometimes don’t have internet access. Yesterday I got the “we can’t verify your subscription” message. This held me up until I was able to get internet access, which is extremely annoying considering I pay $50 per month for a Creative Cloud subscription. One of Adobe’s support team on Twitter explained that it needs to check every 30 days (though a response to a similar question on these forums suggest the time is 90 days), which would be fine except:

1. The message does not explain this. It would be very helpful if it did so.

2. If I was out of range for days, or weeks, instead of more than a few hours, this would have completely screwed up my plans. Why not give the user a grace period of (say) a week to let them continue working.

3. Even better would be to verify subscription status on EVERY startup if there is internet access, and only complain when the 30 (or 90) day limit since the last verification is reached? This way I (and manny others) would not have experienced this issue. I could even prepare for a trip by firing up Lightroom or whatever before heading off and be confident that I’ll always be able to use LR even if I don’t have internet access.

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Glenn Davy

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This reply was created from a merged topic originally titled Adobe Sign In Issue - One VERY Upset Customer!.

OK, I will tell you at the outset, this post will NOT get vulgar or rude. That said, you have one VERY PO'd customer on your hands. Here's the deal:

I was away from home and without internet access yesterday (I let 24 hours pass before writing this so the fact I'm still this upset is a sign of how serious I think this issue is). I have been signed into Adobe CC and have used Adobe CC (Photoshop, Lightroom and Bridge) every day for the past 3 months. I am a long time subscriber to the Photography Plan (from its inception) and the Single App Plan. Yesterday I did emergency duty as a wedding photographer at a wedding I was attending. I promised to do some base processing of select images (these were all shot in RAW) and get them copies that evening for a couple of reasons that are not important to this discussion. No problem, I had my LT with me that has the second copy of Photoshop and Lightroom installed (as per the EULA) and has in the past also been used to process images in both LR & PS. When I opened Bridge to import the photographs the login screen told me I was not connected to the internet, which was correct - the internet service was down. I thought that was no problem since in the Adobe CC FAQ's that addresses this possibility, Adobe stated that you merely had to be connected at least once in 90 days (and even then there may be a bit of leeway) for the subscription to be verified. I had been connected in the previous 24 hours so I figured everything would work. It didn't. The login screen told me that my subscription could not be verified and Bridge shut down. I attempted to open the program a total of 4 more times before I gave up. I tried to open Photoshop and Lightroom with the same results. This could have cost me a job and my client a lot of money. Thank GOD I also had Capture One installed and I was able to get the job done!! 

This is completely and totally unacceptable! I am a paid up member in good standing, and I am being denied the service despite having met the criteria for the subscription. I know the EULA says that Adobe is not responsible for lost work, etc. due to any failures of their program, but you may find that someone is going to test that condition in a court of law at some point if this keeps up. You may also want to consult with your legal department what the term the courts use when you accept money for a goods or service but fail to provide that goods or service despite the customer meeting all the requirements of the EULA. 

This will NOT happen again with me. As a photographer I DO have options. I WILL be cancelling my Single App subscription largely as a result of this episode because I no longer trust Adobe to meet their end of the bargain. 

If I were the only one ever to have seen this issue, my tone might be more moderate, but I'm not. Since CC2019 this seems to be an increasingly common problem. I have seen numerous others on this forum and elsewhere of late, complaining about similar issues. I also might be more moderate (or not have subscribed to Adobe CC at all) if this potential issue had not been addressed in the FAQ's when Adobe went subscription based, to my satisfaction. It would appear as though the answer given there is not factual, OR your new login procedure is seriously flawed/broken. For those of us who make a living from our photography, the make/break lines can be rather thin and it looks totally unprofessional when a photographer can't even open the processing program he or she has paid for. I do understand piracy is a major issue for software companies and I sympathize deeply with that (I have even reported a pirate in the past), but I am sick of paying the price these pirates when I'm adhering to all the rules of the EULA. This is just the latest and most egregious example of the customer being penalized for the law breakers.

In conclusion, I have one suggestion that I think Adobe had better seriously consider (along with the unbelievably large number of broken components we are finding in Photoshop CC 2019):

FIX IT!!!

If you have suggestions as to why this is happening, I will listen and I will be respectful in my replies, but I will not accept excuses. I am the customer here and I expect to be treated as such.

Glenn
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Steve Sprengel, Champion

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If Adobe only renews the 90-days-without-internet token when it expires every 90 days then there's nothing a customer can do to ensure licensing remains intact for 90 days without internet.  This is something Adobe could fix by resetting the 90-day expiration every time the software starts up, or even more often when the software is in use.

If Adobe renews the 90-day token every time you sign-in then you can at least sign-out and sign-in before going on a trip where the internet might be iffy.

If Adobe renews the 90-day token every time you start up the software when you have internet connectivity then your being unable to use the software the day after using it, then losing connectivity must be due to something else.

That something else might be the system clock being set backwards, perhaps by a momentary public Wi-Fi connection to a router that has a bad clock, somewhere during the travels, where disabling the software until the license can be checked online after the clock is set backwards, is a way to prevent unauthorized extension of the trial period or license expiration by setting the system-time back to within the trial or license period.

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dmeephd

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No, the real issue is that Adobe is so damned greedy they can't stand the idea that someone, even an established paying customer, has use of their bug-infested products for one bloody day beyond the subscription.

Funny thing is, Adobe goes ahead and charges the credit card on file prior to the end of the subscription whether the customer is connected to the internet or not.  So your argument does not hold water.

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Glenn Davy

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So, I guess I had no choice about the topic being merged?! I deliberately did NOT merge this topic because I need Adobe to realize that this isn't a one off of this, and to further bring to attention this issue. But hey, I'm just one customer, right? Some comments in response to the replies here:

1. This subscription I have is paid *ANNUALLY*. Why should I even have to log on every 90 days to keep my subscription active? My subscription runs out next August, not 90 days from last August.

2. My laptop was updated to Adobe CC 2019 in the middle half of October. That is LESS than 90 days prior to today. I did not actively sign out of Adobe in the mean time, so why I was signed out at all is a mystery. 

3. As one person suggested, I could always boot up the LT and sign in before leaving home then I'd be covered. Well, this was a rush, last minute trip and I never even thought about it. In fact, where I was going DID have internet coverage but it was down in the area for technical reasons. Why is the onus on this being put on me, the customer, when in all other respects I've fully paid for the ANNUAL subscription with Adobe? I have a friend who sells a particular brand of software (not photo software) that is also paid annually, and once it's paid, you do not have to log on again until the software comes due for renewal.

As I said, I am one very PO'd customer, and I'm not seeing anything here that makes me think I should be otherwise. My comments stand.

Glenn
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Glenn, that is the way this platform works. Having all of the affected customers on a single thread allows us to keep track of the # of customers who have the same problem, provide work arounds, detailed information and acknowledgement that we’re working on specific issues such as this. We can also provide any updates as they become available more easily if all the affected customers are on a single thread. Thanks.
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David Converse

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Bottom line- for customers, this part of your software has negative value. It makes your programs worse, not better.

There has to be a way to have digital licensing controls and not injure your paying customers.
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avpman

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"This subscription I have is paid *ANNUALLY*. Why should I even have to log on every 90 days to keep my subscription active? My subscription runs out next August, not 90 days from last August"

Excellent point!
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ken.barber

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I wish Glen Davy all the luck in the world with getting his subscription cancelled.  Hint:  you will probably have to hire a lawyer.

My story:  I was working for a company a few years ago that bought some CC products for a project.  They paid for it with the corporate credit card.

When the project was finished, they tried to cancel the subscription.  And tried.  And tried.  It took a nasty letter from corporate counsel to finally get Adobe to quit debiting the corporate credit card.
(Edited)
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Glenn Davy

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The Single App subscription is up in March and I simply will mark the Cancel Plan and go through the chat room as well to have them assist me. If they charge the CC anyway, I will take the documentation to my CC company and let them deal with it. I have heard of others though that have had a similar story though, and I know one person who told them that it wouldn't be a lawyer they would contact, it would be the CC company and the CC company would contact law enforcement. Anyway, I hope we won't have to go through that hoop. It's only the Single App subscription that I'm looking to cancel, not the Photography Plan. I do still plan on using Photoshop, but this is an issue they had better get fixed and pronto.

Glenn
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Glenn Davy

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@Jeffrey. Ok, I understand. Thanks for that. I think you know me from other problems I'm not out for blood here, but this release of CC is really causing a lot of problems for people and some of them very serious ones for those of us working in the field. I'm not sure why this release has broken so many things, but we really need to get this fixed, especially issues like the one I just had where I was prevented from using the program at all. That can cost your customers their jobs. Anyway, I think you know and understand that, so I'll leave it at that now. I've stated my case and will wait (perhaps nervously) for a fix for this to come through ASAP.

Glenn
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Glenn, I understand your frustration. If you need help with changing /cancelling your plan, I can assist.

As you can see from Dan’s reply, the licensing team is constantly working on improving the experience.

The workaround is in the official answers on this page. (Turn off network clock and use manual setting)
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Gary Rowe

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I suggest you get a better team, then.
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Glenn Davy

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EVERYONE WHO IS FOLLOWING OR HAS READ MY POST ABOVE ABOUT SIGNING IN ERRORS AND FRUSTRATION - PLEASE READ (ESPECIALLY JEFFREY TRANBERRY)

If there is one thing I'm an expert at, that's making a complete ass of myself. Above I went on a tirade about not being able to sign in to Adobe CC 2019 and thus not being able to open Bridge/PS/LR when on the road this past weekend. If you haven't read it, I basically tore a strip off Adobe over this because I have logged in on the LT I was using within the past 90 days and yet (so I claimed), Adobe wouldn't let me load the program. Well, what I had forgotten was that I had changed my Adobe ID, and had not logged into the LT (at least with CC) since that time. THAT is why Adobe wouldn't let me use any of the programs, because to them I really did look like a potential pirate.

I owe Adobe, you folks, and especially Jeffrey a sincere, heartfelt apology at my idiocy. This was all my doing and my problem, and NOT Adobe's. This whole thing didn't dawn on me until tonight when I went to log into Adobe CC 2019 on the LT and my Keychain fields came up listing my old ID. The problem, as I say, is entirely mine, and mine alone.

Adobe, folks who supported (and/or disagreed with) me, and again, especially Jeffrey, who has been of immense help and encouragement that things will get better despite my unfounded tirade, I apologize. In future I will think (if that's possible anymore) before I type, and I will keep my remarks to that of the actual problem rather than expressing frustration (except maybe at myself) or passing judgment. This episode tonight will not be repeated, at least by me.

Again, I am sorry. Jeffrey, let's let things lie wrt the single app renewal until closer to the time, but thank you for your offer. Honestly, that part isn't something I'm all that concerned about at this point.

Thank you for reading and please, either use my complaint above as an example of what not to do, or just ignore it completely.

Glenn
(Edited)
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Glenn, no problem. Despite everyone’s best intentions, mistakes happen. Just glad it’s sorted for you. What you described sounded an awful lot like the time jitter issue on this thread. I can see how you and I both were confounded by your experience. Thanks.
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Glenn Davy

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Thanks Jeffrey. You are indeed a class act. Appreciate the sentiments.

Glenn
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Peter Moloney

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Hi Jeffrey,

Yesterday I posted to the bridge prerelease forum about this problem (which happened to me yesterday with Bridge 2019 CC)
Bridge wouldn't launch (until I signed into CC) I hadn't deliberately logged out!
I can't believe I was logged out for 30 or 90 days
My network time (Apple Dublin Ireland) is correct, and this occurred on my desktop machine in my studio.

What I am scared about is that I also work on location with my laptop and what happens if I go on location and this happens.

Up to recently this wasn't EVER an issue so something that Adobe changed HAS caused this problem.

I have no problem with a verification (handshake) taking place EVERY time any CC programme is launched - and then if internet connection is interrupted  having 30 or 90 days to make a new connection.... but it really doesn't seem to be working like this at the moment!

So Adobe, please fix the (many) functional problems which need to be fixed in Bridge, Photoshop, and ACR, and stop messing about with things which aren't broken.

Like I always say at this point "I and others her use CC all day every day, so please listen to real world users"

Respectfully,
Peter


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Peter Moloney

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Thanks Jeffrey... BUT what do I now?
I have tried 3 times!
Peter




do 
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Ashutosh Nigam, Employee

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Peter, Please remove older copy of Log collector build and download it again.
If it still does not work, do let me know.

Regards,
Ashutosh
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Peter Moloney

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Hi Ashutosh,
I have removed all previous .dmg versions of the tool, and searched the HD for any version of the Log Collector Tool (none) emptied the trash, and downloaded again.... same problem once it starts to install I get the message in previous post.

Peter
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Ashutosh Nigam, Employee

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Peter, 

Have send you an email with connect details, Lets sync to get it resolved.

Regards,
Ashutosh
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Peter Moloney

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Hi Ashutosh,
That version has worked and generated a .zxp log file

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20190110_091208_DD261D9E-0264-4A13-A541-BC6AF8952CA3-mac.zip

Please use the above filename as a reference when contacting Adobe Customer Care.

Hope this helps... thanks for helping with this!

Peter

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Rikk Flohr, Official Rep

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Greetings

Updates to Lightroom Classic CC (8.2), Lightroom CC for desktop (2.2), Lightroom CC.Mobile (Android and iOS) were released on Monday, February 11, 2019. Please verify that your issue is fixed by the current update.

Thank you for your patience.
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Glenn Davy

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Thanks very much for taking the time to resolve this. I won't be in a position to fully confirm the fix as my previous issue was a bit of a one-of as it turned out (I did write a reply to my original post on this explaining that the issue was partly my own fault, but I don't see it here). I'll be sure to reply on this down the road if it is a problem again, but I have every confidence that the issue is fixed. Many thanks again for the help.

Glenn
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Peter Moloney

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Two months ago I commented "What I am scared about is that I also work on location with my laptop and what happens if I go on location and this happens"

... so it has happened, last week I was working on location - using Capture One tethered and (automatically) opening images after processing in PS 2019 CC and I got the message " please log into CC using your Adobe ID" I had no internet connection.... images wouldn't open in Photoshop!!!

Now the problem is that I ONLY use this MacBook Pro when working on location so I've no idea how long it has been since last logged in to Adobe.

Can we please have a countdown or an indication that I need to "top up" my subscription before this happens again.

Obviously my "top tip" for the future is to run Photoshop and log into my Adobe ID the day before going on location.

P


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John R. Ellis, Champion

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Similar symptoms struck me this week. I unplugged my laptop for the first time in many days and got on an airplane expecting to do 6 hours of work with LR. Starting LR, I got the message "We can't verify your subscription status." Rebooting didn't help.

I got to my destination (3 time zones away) and connected to a home Wifi, and LR started properly again. But then I ran the following test several times over several days, observing the same bad behavior: Exit LR. Disconnect from Wifi. Start LR. Get the "Can't verify" error. Exit LR. Connect to Wifi. Start LR. LR starts normally.

Finally, I logged out and re-logged in to the CC desktop app, and now I'm able to run LR disconnected from Wifi, at least for now.


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David Converse

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We have reports of Bridge being unusable when Internet access is not available for a short time.

I can't believe we are going back to the bad old days of copy-protection problems. This is NOT a good thing and is terribly user-hostile.

We need to be able to use our paid software without an Internet connection. Full stop.
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John R. Ellis, Champion

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On my return flight, LR worked just fine without an Internet connection. But I experienced what Glenn Davy reported below: I wasn't able to start Photoshop or Dreamweaver, both of which gave the "We can't verify" error.  I had run both of those programs within the last 10 days while connected.  

I wish I had seen Glenn's post ahead of time.
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Gary Rowe

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I have a desktop. I use Lightroom most days. Last week, out of the blue, one evening LR wouldn't open, said I had to sign in yadda yadda. Now for sure I can't trust LR on my laptop, if it even goes wrong on my desktop. As above, I can't afford to not have a system I can trust on my laptop, so LR has just come off of it (I don't want to be tempted to try risking it).

I print stuff several times a week from Lightroom on my desktop, and if I can't get into it I lose money. What on earth kind of system do you guys have that can fail over something so fundamental?

I don't use Photoshop at all now, Affinity does all I want and never complains about me not being on the internet. I use Photomatix for HDR, and PTGui for panos (usually stitching an image from multiple scans on my A3 Colour scanner).

There are other image editing systems like LR that I can use, in fact I often jump out to some of them from LR. However, with so many images each cropped for the different standard sizes I print at, that's the one thing still tying my to LR (I used to think it was the keywording etc. but LR hasn't improved on that in donkeys' years, so as it's obviously not of interest to Adobe any more I'm not investing more in that area via LR).

So, I just can't wait for another system that can let me print as easily as I can from LR; as soon as that is out I'm gone, and it will with great sadness, and also anger - anger at how such a great program has been trashed by Adobe in its greed.

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Todd Shaner, Champion

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I had a similar issue this past Monday when we had a power outage that lasted over 24 hrs. I launched LR on my Samsung Android tablet and noticed one on my LR Classic synced collections had changed its sort order from Custom to Capture Date. When I changed back to Custom pictures started dropping out of the grid view until there was only one picture visible. I checked another album and the same thing happened. These are all LR Classic synced collections that have been downloaded to the tablet with proxy previews created. Once I got power back and reconnected via Wi-Fi I was able to change the sort order again, Syncing restarted, and very quickly all of the pictures in the albums appeared. It maybe a different problem, but this is the first time I’ve experienced it when using the tablet without an Internet connection.
(Edited)
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Glenn Davy

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In light of these recent posts and the fact I'm going north for a week shortly and will be out of internet range, I thought I'd better make sure I signed in on my LT last night. I did that, via Lightroom. Now here's something I didn't know and thought I'd better mention because it could have tripped me up big time (and prompted me to write a truly scathing piece here, which I'm tempted to do anyway in light of all this). As I say, I signed into Adobe through Lightroom last night. Today I went off grid to make sure it would stick, and it did. LR opened fine. Then I opened PS. Or rather, I *tried* to open PS. It said it couldn't verify my subscription. Really???? I have the full apps package. I thought that by signing into one app, you were signing in to Adobe CC and everything in that subscription package would be recognized and verified. Not so! I signed into PS, IL and ID all this morning. If I hadn't discovered this today, I would have driven about 12 hours all for nothing. Here's what I don't understand about all this. PS has a filter that will let me take a front-on photo and stick it on a wall that is slanting away from you and make the perspective of that photo appear correct for that wall it's stuck on. It's a brilliant piece of engineering. But, they can't put a code in your software that says it's paid for and that will not care if you're in coverage or not, at least for a year. A friend of mine sells a software package that is also subscription based and you have to log on once a year. As long as you do that, you're good to go. As one person suggested, some of us can't afford this sort of chance that we may not be able to log into our programs, especially if our living depends on it. I'm fine with the subscription service, and I'm more than fine with protecting yourselves against pirates (I hate pirates as much as you do). However I'm anything but fine with a denial of service to folks that are paid up and honest about things, especially when solutions exist. 

Anyway, just be aware. If you are going out of range of the internet and you haven't logged into ALL the Adobe programs you have individually in the past 90 days, you'd best do so because only the individual programs you have logged into will open. Just thought you should know.

Glenn