=> still issues as many others in this forums haveĢ. I have created a big list of FQDN and put them into Whitelist of the Proxy. Proxy.Pac (wpad) File on a internal Webserver to tell clients to use the proxy for external websitesġ. Cisco ASA Firewall (80, 443 not open to "any", but for some IP-adresses to overcome proxy issues) Only $100,000.00,how reasonable.Īdobe is does not care about their customers, the frustration and hours of work it took me to get out of the 1st Tier support zoo is one problem they have to address, the security problems with their CCT offerings is another, learning what good customer service entails would be another area.Īs Adobe seems not really intending to fix this i want to share another workaround. It would only be $35,000/year with a commitment of 3 years for my 18 users. Called my account manager at CDW to find out the additional charges for the upgrade. Purchase the Creative Cloud for the Enterprise, sounds reasonable right? I thought maybe that would be a slightly more expensive solution, but alleviate the headaches I have been having. The other alternative for companies is wait. I was given a list of items to verify which I am going to do when I can this week, but it won't be fruitful. I was told by their 2nd level support that there is very little support for proxies and firewalls for CCT. All I know is that the poor customer service I experienced lead to very poor tech support, and I had to be a real ***** to get any kind of answers. This is something the tech desk fails to understand. If the solutions are more complicated than the 1st tier support can fix then the issue should be escalated. Tech support is supposed to be able to troubleshoot problems and recommend solutions. In the end it comes down to some simple facts, but the bigger problem was getting this information. Help files are restricted to a large pdf download that your designers are hopefully able to to find what they are looking for. You have to log into adobe on the web and upload your files through your browser instead of the application. I ran tests, and there is no communication between the adobe application and our proxy device. For example, illustrator will show an error stating "an internet connection is required to access this feature" when using the services within the application, e.g. The behavior the application will exhibit at least for me is that all of the creative cloud applications are looking for an internet connection. When talking to initial sales do you think they would have this information so that they could ask questions to make sure you purchased the appropriate bundle? NO!!! Calls to the San Jose corporate office go into a black hole trying to escalate the problem. The tickets will remain in that status forever or be withdrawn by adobe without notice. But no, they sit in a pending status of awaiting adobe response. You would think that the 1st tier support would have this information or understand the mechanics of basic customer service and follow up on open tickets. I FINALLY reached a 2nd tier tech, at least that is what he told me he was, and finally was told this little tidbit of information. I have spent weeks and hours talking to so called experts on the phone and chat sessions trying to figure out why my company has experienced problems accessing cloud services within these applications. Creative Cloud for Teams has very little support for these devices. If you have a firewall and/or proxy you will have authentication issues. This does not apply to all, but 96% of them earn this description. I hope this saves someone some of the aggravation that I have experienced with the incompetence at Adobe tech support. What else could there be? Not much is left that could be wrong. Technicians on the support team don't have a clue. Certain key aspects of it's product were released without being thoroughly tested, and there is no fix, The diagnostic tools to find the problem don't work. Sooo, right now adobe can't get out of it's own way. Why did it fail I wonder, could it be the double backslashes between directory names? Whoever did the coding for that tool did not do a very good job. In addition if you watch the progress of the data collection you will see that 3 directory paths use double backslashes (\\) and then the data collection fails for that directory path. It looks like it is doing something, and it doesn't extract any information. One it doesn't pull copies of the log files. That diagnostic tool you are suggesting? Don't bother. In addition it might be better for adobe support to not say too much. I will make sure your additions are added to my firewall and proxy equipment, but I'm not holding my breath. However, I don't think anyone at adobe has a clue how frustrating this is.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |