Jeff and Malcolm
Sorry Jeff, I don't have a case number for my conversation with the first tech person which accessed by ringing the support number for Australian users 1800 614 863, but I don't know if it is the same number for NZ users. I didn't hear back, so I rang again and got to speak to a second tech person, but I don't have a case number for that conversation either. Next time I will ask for one.
The second tech person (Prerna), who also took control of my desktop, tried to set up a new user, but could not do so because the user I am currently using did not have full administrative rights--not sure why because I thought I had these permissions.
So, we finished the conversation so that I could work on the permissions issue. My current user on my desktop was given full permissions but the Adobe Application Manager still did not work. So, I switched to an old user profile that I have on my desktop but don't use any more and the Adobe Application Manager gave a full list of the products I have installed and the updates needed. I clicked to update one of the products listed, that is Photoshop, and the update worked.
This process looked as though it might be a work-around where I could at least update through this old user on my desktop, although it was inconvenient and meant no updates could be applied via the product update link. However, sometime later when I went back to this old user profile and tried to update the remaining products listed, the updates failed.
And the Adobe Application Manager on the laptop still does not work. I mentioned before that it updated Fireworks but it now refuses to update any of the other products listed. And, yes, the laptop has full permissions.
At least in these instances, Adobe Application Manager, gave me a list of installed products and a list of the updates needed. Now the Adobe Application Manager on the laptop does not do that any more. It simply gives a download error message. And, when I try to update through Fireworks I get a message that says that it is up-to-date as checked on 22 November 2012, even though it was actually updated some time last week.
And I have just tried the Adobe Application Manager again using the old user profile. Now it, too, does not list the products I have installed. It just gives that download error.
So, to sum up, I could get the Adobe Application Manager to work briefly for one update only by activating users where the Adobe Application Manager was not used recently in 2013. After that the Adobe Application Manager simply gives a download error. This situation applies to both versions of Creative Cloud on my desktop and the laptop.
Is the next step to de-activate Creative Cloud on both computers and then activate them again? Or should I talk to another tech person?
Diane
