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The Adobe Creative Cloud FAQ: All Your Top Questions Answered

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Adobe Creative Cloud: Frequently Asked Questions – and Answers

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170 thoughts on “The Adobe Creative Cloud FAQ: All Your Top Questions Answered”

  1. Hello, we have a few computers with the CC subscriptions. Is there a way to download all the programs to one external drive and then install on our machines separately? We just don’t want to have to use the bandwidth and the time to download to several machines. Thanks!

    Reply
  2. Thanks for the response. We are using individual accounts, but the problem with the direct links is it tries to open in my creative cloud app. Since I already have CC installed on this machine, is there a way I can take what’s been downloaded and transfer it to another machine? I have an external drive and network access to all the machines involved, but I’m not seeing a downloaded file in the usual places.

    Reply
    • Hey Brian, you can’t transfer already-installed applications from one computer to another in any way that we’ve ever heard of… You could only transfer the downloaded installer packages and then install them where ever you want.

      What issue is it you were having with the direct links? Each product is distinct and you should just be able to download all the apps you want and then install them separately to your machines, with or without the Creative Cloud desktop app.

  3. When I click on the “Download Trial” button for the direct links, it tells me:

    “Google Chrome needs to launch an external application to handle aam: links. The link requested is aam://SAPCode=AEFT?productVersion=12.0

    The following application will be launched if you accept this request: CreativeCloud(URIHandler)

    If you did not initiate this request, it may represent an attempted attack on your system. Unless you took an explicit action to initiate this request, you should press Do Nothing.”

    I then have the choices of “Do Nothing” or “Launch Application.” Do Nothing of course cancels it, and Launch Application opens my CC, which shows the apps are already installed, therefor I can’t download anything.

    Reply
    • Hi Deanna, with any Adobe trial version of any product, you will never lose the files you create – and that includes any PDFs you make with Acrobat Pro, PSD images you create with Photoshop CC, etc.

      When the 30 calendar days is up to complete your free trial, the software will simply no longer start without buying the full version… However, all your data and project files will remain exactly as you left them, and they will open for editing once again in your purchased release.

  4. I have a one year subscription to Adobe Creative Cloud and I am finding it impossible to cancel. I have less than a month left before my Adobe Cloud subscription will be automatically renewed against my will. I have contacted Adobe several times already but they use avoidance, misinformation, etc that seem calculated to force me to renew or incur penalties. It feels like extortion. I feel that I’m being victimized by a once-excellent firm that has become unscrupulous and predatory. I’ve read lots of reports online about others experiencing this problem, so I know I’m not the only one being treated like this. I’m waiting for an answer from Adobe to my last email, but since I now only expect more of the same treatment, I am compiling a list of business and legal agencies in hopes of getting help for myself and also in hopes of causing them to stop their deceptive and unfair practices.

    Reply
    • Welcome Helen, not sure why you’re having difficulties but much of what you imply is simply not true and borders on the preposterous. Creative Cloud has been out since May 2012 and we’ve never heard a tale like that from any other reader… There may sometimes be customer service reps who don’t handle things properly, but there is no conspiracy going on or other pejorative terms you mention.

      The explanation is actually far more simple: Adobe had some problems with their systems earlier this month that caused subscription changes to not go through. Sorry if you were affected.

      However those issues are now resolved, and all you have to do is follow the steps here. Your annual or monthly membership will never be renewed if you don’t want it to.

      If you have any problems with your membership you can also reach out to AdobeCare on Twitter as another option to make sure things are taken care of.

    • Helen, just for the sake of completeness, we left a message with Adobe about what you described. They got back to us in less than an hour:

      “Her account is already stopped as of today when she apparently got in touch with Customer Service regarding it.
      Case #: xxxxx2605.”

      Hope that clears things up for you and thanks for stopping by.

  5. I asked what is the Creative Cloud URL Handler and this page shows up, but nothing shows. What is this and why are you asking me and what are my options.

    Reply
    • Hey Keith, you mean the answer as to what is the Creative Cloud URI Handler and why do you need it?

      This handler basically launches the Adobe Application Manager to download and install the tool that you requested. See here for more details and help.

      If you are getting errors or problems such as your browser “doesn’t know how to open this address, because the protocol (aam) isn’t associated with any program,” then that will solve your problem.

  6. I am getting a new computer. How do I disable the creative cloud from my old computer and transfer it to the new computer?

    The creative cloud is currently installed on two computers.

    Reply
  7. I purchased and have serial numbers for CS4, CS5, CS5.5 and CS6. I purchased the Creative Cloud service for one year and then the cost went up when the first-year promotion was over, and I chose not to renew. I installed CS6 and everything worked fine for about one month. Now I can no longer open the Software to use it as it continues to ask me to renew my subscription. I am no longer interested in a Cloud subscription. I have tried the Adobe Live Chat support twice and then tell me they are checking and then send me to technical support and then disconnect me. So I guess I need to fib and tell them I have a cloud subscription in order to resolve activation issues, which I assume is the issue, but really do not know.

    Adobe support has really gotten very bad. Having been a 20-year Adobe user, their product strategy is not for everyone.

    Reply
    • Hi Larry, it sounds like you’re having an issue going back CS6 after stopping a CC subscription… You’re trying to revert to CS6 apps after canceling Creative Cloud, but they will not reactivate with the previous key-based licensing.

      So it sounds like the CC licensing got stuck in place on your system. So here (hopefully) is a simple solution to that. Please try it and let us know how it works out for you.

  8. I upgraded to CC from CS5.5 and received a discount because of my ownership of CS5.5. Am I free to sell my CS5.5 software and transfer the license to the purchaser?

    Reply
  9. Am considering either CC or CS6, after being on CS2 forever. Am attracted to software currency (and I also understand how the apps themselves work). But I am most concerned about personal data and financial information security. I want to create a situation where I am invisible to the outside world as much as possible.

    So a couple questions:

    1. Is it possible to be completely disconnected from cloud-based storage and sharing? (I don’t need it),

    and

    2. Is there any way to set up a prepaid annual subscription without having my personal data continuously accessible at Adobe? Call me paranoid, I don’t care. And don’t pretend Adobe wasn’t hacked immediately after launching CC.

    Thanks in advance.

    Reply
    • Hey there Derek, that sounds right because the regular price for Creative Cloud that most people pay is US$49/month. So the way Adobe’s education pricing works, you get a 60% discount for the first year ($19), and then a 40% discount ($29) for every year thereafter, which includes your renewals. Hope that helps explain!

  10. Hello,
    First, I would like to thank you for your rich and organized info, which always enlightens us. Please, I have two questions:

    1) I own the perpetual English version of the Creative Production Premium Suite, and I am eager to subscribe to the CC Cloud version. Would I be able to keep both versions (CS5, CC Cloud) running independently on my computer and laptop?

    2) Are all language versions of the CC Cloud available for download, such as the Arabic-supported one?

    Thank you in advance.

    Reply
    • Hi Ashraf, thanks for your questions… Here are the answers:

      1) Yes, you should be able to keep and run both the CC and CS versions at the same time on the same computer or laptop.

      2) Yes, in the newer Adobe CC versions, there are no such thing as “language packs” – all languages are included in a single release (even Middle Eastern languages such as Arabic or Hebrew), and you can easily and freely switch between languages whenever you want.

      If you’d like to download and install the CC 2014 version to try it out before you buy it, then just sign up for a free Creative Cloud membership and you’ll receive access to all the new software.

      Hope that helps!

    • Not sure – we’ve never had any problems here, everything has been smooth as silk… Does the installation process run to completion, or are you getting any errors or messages? If so, what are they exactly?

      Also, what type of system do you have? Is it a newer/modern machine, or an older one? Are you sure your computer meets Adobe’s complete official CC system requirements?

      If you could share a little more detail then we could try to help further – thanks!

  11. Hi, please can you help.

    I have a Macbook with Mavericks on it, and I subscribe to CC 2014 and LR5.5.

    I have now just got a new 2014 Mac mini with Mac Yosemite 10.10.2, the latest version of OS X.

    I have been trying repeatedly and unsuccessfully to download CC 2014 to this new machine. I managed to get the CC Installer after several attempts, but the download of PS keeps failing as the machine will not keep the internet connection for long enough. It drops the connection every few seconds, and gives me a message – ‘Unable to reach Adobe servers. Please check your firewall settings and try again in a few minutes’. However, trying again doesn’t work, and after pressing the Retry button a few times, I then get a twirling rainbow ball, and I can’t cancel other than by doing a Force Quit of the CC installer.

    There is no problem with the internet in my house. all other internet enabled devices are working fine. I’m writing this on my MacBook.

    The firewall is not switched on, all the other devices in my house are working fine, with no internet problems. I’m completely stuck, don’t know what to do. I have read that many people are tearing their hair out over this problem with Mac Yosemite having such a flaky internet connection. How can I get CC downloaded, and LR5.5 please.

    Please advise. Thanks.

    Reply
  12. Hi! My boss just bought a single app plan for photoshop (annual plan, prepaid) and when I installed photoshop, it’s set to trial? why is that? I can’t immediately proceed to getting illustrator if it would just turn up as a trial version of the software.

    Reply
  13. @ProDesignTools

    Hi, thank you for your suggestion, and the link. In the end I did manage to download CC and LR5 and an update. The connection kept dropping, but then re-connecting and carrying on the download process. I will keep the link for future reference.

    Reply
  14. Hi, I have creative cloud purchase with a business email address. Can multiple users of that computer log in as themselves and their profile and email address and use their Adobe login?

    Would this transfer their Adobe cloud settings to that computer while they are working on it?
    Or would it error out because they are not the owner of that software?

    I guess, what I really want to know is would this stuff up the licensing at all? (i.e. transfer it under their name?)

    Reply
    • Hi Mouli – since 2013, the latest/current releases of all the tools you listed are only available via CC subscription. However, you don’t have to use the online cloud part if you don’t want to; you can run the CC tools offline on your desktop without any problem.

      If you would like a traditional/perpetual software license instead, then you can still buy CS6 direct if you prefer; Creative Suite 6 continues to be sold by Adobe, and is available for upgrades or full purchase. However, the cost of CS6 is far greater upfront than with CC.

      Whichever path you choose, keep in mind that the CS6 version is from 2012 (so 3 years old now) and will not be upgraded any further, and won’t be supported on future operating systems – whereas all subscribers to CC will receive ongoing new features and upgrades as soon as they’re available at no additional cost.

      This guide may also help in your decision:

      Adobe Creative Cloud (CC) or Adobe CS6 – Which Should You Buy?

  15. Hello, i already have a basic yearly membership since i am an amateur photographer using Lr and Photoshop. But i started doing videos recently and tried the trial version of Premiere pro. I was hooked immediately and wanted to download/buy the program. If i understand this correctly, i can only get it with another yearly membership of 19.99$/mo.

    What is not clear though is will that amount be added to my 9.99$/mo existing yearly membership or will it simply become one new contract of 29.99$/mo?

    really wish Adobe would put this more clearly on their information pages.

    In other word what more will i be getting for 19.99$ compared to 9.99$

    Thanks

    Reply
    • Greetings Raymond, the answer is that unless you’ve got the all-in-one Complete Creative Cloud bundle with everything included for $49.99/month, then all the other CC plans are “a-la-carte”…

      In other words, you already have the $9.99 Photography Plan, which includes both Photoshop CC and Lightroom CC.

      If you would like to add any other app like Premiere Pro, Illustrator, InDesign, Acrobat Pro, etc. – then that would be an additional $12.99-$19.99 a month via a Single-App Subscription.

      Each plan would run independently from the time you start it, but your total monthly cost would be the sum of the prices of the plans you’ve subscribed to.

      So in your case, that would be $9.99 + $19.99 = $29.98 per month, and you’d receive full access to the latest releases of Photoshop CC, Lightroom CC, and Premiere Pro CC.

      The other possibility for you would be to upgrade your Photography plan to the full (Complete) plan – which you can easily switch over without penalty online – and then you’ll get everything at the all-in-one rate.

      Hope that helps!

  16. Hi, we had purchased 1 license of Adobe Creative Suite recently with a new discounted rate. Can we purchase 2 more licenses with this discounted rate and cancel the other 2 licenses which we have paid for a normal rate?

    Thanks

    Reply
  17. Hi , we are having adobe cc photoshop license and flash, both licenses are two different account id’s.

    can i install this on one pc with two different account ids? how to download and install it offline?

    Reply

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