Photoshop: Trouble with Adobe ID and trying to download Photoshop CS6

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  • Updated 6 years ago
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I have a valid Adobe ID and password and am able to log into my account. But the Adobe website seems to be a warren of rooms all protected by ID/password. My problem is that my ID and password are not accepted in these locales (the sign-in page keeps coming back with blank entry boxes). What is wrong?

Stan
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Stanley Patz

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Posted 6 years ago

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Chris Cox

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Where exactly are you trying to log in?

The Adobe website should only be using AdobeIDs.
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Stanley Patz

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Dear Chris,

I had a miserable time downloading Photoshop CS6. Two or three chat sessions and then three or more phone sessions with tech reps finally got me a working URL to bypass your sign-in pages and download the software. Each session started at square one (after ~30 minute hold time) and must have consumed over eight hours of my life.

Last night I wanted to print out a receipt for my purchase, a simple task on any other website. I navigated through My Adobe to My Orders and hit the link for "Print Receipt". For inexplicable reasons, I got another sign-in page that would not take my ID/password. I had to work around your balky page by copying the screen with Snagit and printing my receipt through PS.

I am surprised I was able to post anything on this forum; the first two tries got me to a sign-in page(!) that would not let me proceed. In order to get your answer, I will keep this computer on with the forum tab opened, because I may never get back here again.

Everybody else could not be having this awkward problem. To access Adobe, I have tried two computers (XP and Win7) and two browsers, Chrome and IE. Why am I having so much trouble?

Stan
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Stanley Patz

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Dear Chris,

Are you out there?

I have trouble getting around the Adobe website because of my sign in problem. I now understand why I was able to get onto this forum - this is photoshop.com, not adobe.com. (Wow! How many of these things do you have going?)

I know Adobe is a big company that makes wonderful software.Dealing with all the people out there in consumerland takes a lot of time. But I have been a loyal customer since 1997. I would appreciate a reply.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Stanley, is the email address you're using here the one you're having trouble with on Adobe.com?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I'm trying to understand, are you having trouble logging into Adobe.com at all or just certain areas of it?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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This document may be helpful: http://helpx.adobe.com/x-productkb/po...
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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You may just need to reset your adobe ID password. In which case, sitting on the page above should bring up Chat support.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Couple of other thoughts.

Do you have any odd security settings? http://forums.adobe.com/message/48822...

Is the date/time on your computer correct?
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Stanley Patz

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Dear Jeffrey,

Thanks for the reply; I also see your responses in my Hotmail account.

As I wrote, I have a valid ID/pw because I can get into Adobe.com and see my personal information, recent order, etc. But when I try to go anywhere else - download, print order, forums - I am challenge by another sign-in page requiring ID/pw. Those pages reject my info and come back with blank boxes.

Early on in this problem, I tried to change my pw by hitting the "forgot password?" link. But that ran off the tracks also; I never got an email with a new pw and my current pw was not bumped. I suppose I could try again, but only if I know you will stay with me on this.

The link to the FAQ about IDs was not helpful as I am able to sign into My Adobe. And NO, I do not want to get into another chat session with someone new and start my sad tale from the beginning.

Stan
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Stanley Patz

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Dear Jeffrey,

Odd security settings? No more so than the next guy.

I followed the link and it had to do with IE. Earlier I wrote that I have tried and failed on two computers - Win7 and XP - and two browsers, Chrome and IE. I usually run Chrome.

Yes, my system clock is correct on both my computers. Speaking of security, I am using Ad-Aware Pro for anti-virus protection. Any problems there?

Stan
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hmm. Not aware of any issues with Ad-Aware off hand. I'll have to have someone in customer care work directly with you to get your Adobe ID working.