Comments (23)
adamdehaven
commented on June 10, 2024
@krmnelson I'm seeing the same thing as you -- it disappeared from my Creative Cloud app as well; however, it's still available on Adobe Exchange for purchase/download.
I have reached out to Adobe directly to see what is going on as I have not done anything to alter the availability of the Specify plugin.
from specify.
adamdehaven
commented on June 10, 2024
All I can recommend until I hear back is that you try emailing [email protected] with the issue as well and see if you can get a response faster than I can.
Unfortunately, they don't give developers much more help
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krmnelson
commented on June 10, 2024
Hi Adam,
I already tried Adobe Support. They tried directing me to a fix for the
error I was getting, 1001, but the link was for MacOS. I have Windows. I
tried manually installing with the installer mentioned in your info about
Specify. It also gave an error and said to contact you, the developer. The
error said something was corrupted. I can't remember what it was.
Thank you,
Kristi
…On Mon, Apr 18, 2022, 8:29 PM Adam DeHaven ***@***.***> wrote:
All I can recommend until I hear back is that you try emailing
***@***.*** with the issue as well and see if you can get a
response faster than I can.
Unfortunately, they don't give developers much more help
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adamdehaven
commented on June 10, 2024
Can you share what info they gave for the 1001 error on Mac? I can try it on my Mac.
I've reached out to another Adobe contact I have; trying to figure this out
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krmnelson
commented on June 10, 2024
Hi Adam,
Here it is:
https://helpx.adobe.com/in/creative-cloud/kb/installation-update-failure-macos.html#sa_src=web-messaging
Thank you,
Kristi Nelson
…On Mon, Apr 18, 2022 at 8:45 PM Adam DeHaven ***@***.***> wrote:
Can you share what info they gave for the 1001 error on Mac? I can try it
on my Mac.
I've reached out to another Adobe contact I have; trying to figure this out
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adamdehaven
commented on June 10, 2024
Ugh... the download button the page doesn't even work.
I tried uninstalling/reinstalling Creative Cloud Desktop app and no luck there either; the same problem.
My Adobe contact reached back out; however, she had to forward the issue to a colleague so hopefully they get back to me tomorrow
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krmnelson
commented on June 10, 2024
Figures. The troubleshooting links in the email for the renewal of the
plugin didn't work either.
Let me know what you find out. I use the plug in quite a bit.
Thank you,
Kristi
…On Mon, Apr 18, 2022, 9:47 PM Adam DeHaven ***@***.***> wrote:
Ugh... the download button the page doesn't even work.
I tried uninstalling/reinstalling Creative Cloud Desktop app and no luck
there either; the same problem.
My Adobe contact reached back out; however, she had to forward the issue
to a colleague so hopefully they get back to me tomorrow
—
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<#29 (comment)>,
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adamdehaven
commented on June 10, 2024
I have a temporary workaround you could try but I'd probably need you to screen-share to walk you through it. If that's something that would be helpful, we could sync up Tues or Wednesday.
Either way, I'll definitely post an update here if/when I get one.
Based on my Adobe contact's comments, this is not an isolated issue (e.g. Specify wasn't the only impacted plugin)
from specify.
krmnelson
commented on June 10, 2024
Hi Adam,
I am ok for now. If it doesn't get resolved soon, I will get back to you.
Thank you,
Kristi Nelson
…On Mon, Apr 18, 2022 at 10:00 PM Adam DeHaven ***@***.***> wrote:
I have a temporary workaround you could try but I'd probably need you to
screen-share to walk you through it. If that's something that would be
helpful, we could sync up Tues or Wednesday.
Either way, I'll definitely post an update here if/when I get one.
Based on my Adobe contact's comments, this is not an isolated issue (e.g.
Specify wasn't the only impacted plugin)
—
Reply to this email directly, view it on GitHub
<#29 (comment)>,
or unsubscribe
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adamdehaven
commented on June 10, 2024
Update from Adobe:
So, behind the scenes there is now a flurry of emails as this is investigated.
Fortunately the engineers have been able to reproduce this problem, which is promising. (Problems that are not reproducible are much harder to solve....)
Both of your plugins are incorrectly throwing some sort of "expired" flag, which causes them to be uninstalled and is also triggering the entitlement error (1001). I don't know where or how this expired flag is generated, but some of the Exchange engineers on Pacific time may be able to tell us.
The part where the plugins aren't showing up in the Creative Cloud desktop app seems like a different issue, which might have to do with UXP and sorting. (UXP isn't available for Illustrator yet.)
So work is going on behind the scenes! If there's a JIRA ticket (or tickets) I'll track those and report back here.
Thanks,
Adam
… On Apr 19, 2022, at 8:51 AM, krmnelson ***@***.***> wrote:
Hi Adam,
I am ok for now. If it doesn't get resolved soon, I will get back to you.
Thank you,
Kristi Nelson
On Mon, Apr 18, 2022 at 10:00 PM Adam DeHaven ***@***.***>
wrote:
> I have a temporary workaround you could try but I'd probably need you to
> screen-share to walk you through it. If that's something that would be
> helpful, we could sync up Tues or Wednesday.
>
> Either way, I'll definitely post an update here if/when I get one.
>
> Based on my Adobe contact's comments, this is not an isolated issue (e.g.
> Specify wasn't the only impacted plugin)
>
> —
> Reply to this email directly, view it on GitHub
> <#29 (comment)>,
> or unsubscribe
> <https://github.com/notifications/unsubscribe-auth/ATPBIA3B2FBKOBX26QQO3R3VFYHSPANCNFSM5TXEGKKA>
> .
> You are receiving this because you were mentioned.Message ID:
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krmnelson
commented on June 10, 2024
Ok! Thank you for the update!
On Tue, Apr 19, 2022, 11:53 AM Adam DeHaven ***@***.***>
wrote:
… Update from Adobe:
So, behind the scenes there is now a flurry of emails as this is
investigated.
Fortunately the engineers have been able to reproduce this problem, which
is promising. (Problems that are not reproducible are much harder to
solve....)
Both of your plugins are incorrectly throwing some sort of "expired" flag,
which causes them to be uninstalled and is also triggering the entitlement
error (1001). I don't know where or how this expired flag is generated, but
some of the Exchange engineers on Pacific time may be able to tell us.
The part where the plugins aren't showing up in the Creative Cloud desktop
app seems like a different issue, which might have to do with UXP and
sorting. (UXP isn't available for Illustrator yet.)
So work is going on behind the scenes! If there's a JIRA ticket (or
tickets) I'll track those and report back here.
Thanks,
Adam
> On Apr 19, 2022, at 8:51 AM, krmnelson ***@***.***> wrote:
>
>
> Hi Adam,
>
> I am ok for now. If it doesn't get resolved soon, I will get back to you.
>
> Thank you,
> Kristi Nelson
>
>
>
> On Mon, Apr 18, 2022 at 10:00 PM Adam DeHaven ***@***.***>
> wrote:
>
> > I have a temporary workaround you could try but I'd probably need you
to
> > screen-share to walk you through it. If that's something that would be
> > helpful, we could sync up Tues or Wednesday.
> >
> > Either way, I'll definitely post an update here if/when I get one.
> >
> > Based on my Adobe contact's comments, this is not an isolated issue
(e.g.
> > Specify wasn't the only impacted plugin)
> >
> > —
> > Reply to this email directly, view it on GitHub
> > <
#29 (comment)>,
> > or unsubscribe
> > <
https://github.com/notifications/unsubscribe-auth/ATPBIA3B2FBKOBX26QQO3R3VFYHSPANCNFSM5TXEGKKA
>
> > .
> > You are receiving this because you were mentioned.Message ID:
> > ***@***.***>
> >
> —
> Reply to this email directly, view it on GitHub, or unsubscribe.
> You are receiving this because you commented.
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krmnelson
commented on June 10, 2024
Hi Adam,
Any update on this? I could really use Specify today!
from specify.
adamdehaven
commented on June 10, 2024
I haven’t heard back from them yet today.
Adam
… On Apr 20, 2022, at 11:38 AM, krmnelson ***@***.***> wrote:
Hi Adam,
Any update on this? I could really use Specify today!
Thank you,
Kristi Nelson
On Tue, Apr 19, 2022 at 11:53 AM Adam DeHaven ***@***.***>
wrote:
> Update from Adobe:
>
> So, behind the scenes there is now a flurry of emails as this is
> investigated.
>
> Fortunately the engineers have been able to reproduce this problem, which
> is promising. (Problems that are not reproducible are much harder to
> solve....)
>
>
>
> Both of your plugins are incorrectly throwing some sort of "expired" flag,
> which causes them to be uninstalled and is also triggering the entitlement
> error (1001). I don't know where or how this expired flag is generated, but
> some of the Exchange engineers on Pacific time may be able to tell us.
>
>
>
> The part where the plugins aren't showing up in the Creative Cloud desktop
> app seems like a different issue, which might have to do with UXP and
> sorting. (UXP isn't available for Illustrator yet.)
>
>
>
> So work is going on behind the scenes! If there's a JIRA ticket (or
> tickets) I'll track those and report back here.
>
>
> Thanks,
>
> Adam
>
> > On Apr 19, 2022, at 8:51 AM, krmnelson ***@***.***> wrote:
> >
> >
> > Hi Adam,
> >
> > I am ok for now. If it doesn't get resolved soon, I will get back to you.
> >
> > Thank you,
> > Kristi Nelson
> >
> >
> >
> > On Mon, Apr 18, 2022 at 10:00 PM Adam DeHaven ***@***.***>
> > wrote:
> >
> > > I have a temporary workaround you could try but I'd probably need you
> to
> > > screen-share to walk you through it. If that's something that would be
> > > helpful, we could sync up Tues or Wednesday.
> > >
> > > Either way, I'll definitely post an update here if/when I get one.
> > >
> > > Based on my Adobe contact's comments, this is not an isolated issue
> (e.g.
> > > Specify wasn't the only impacted plugin)
> > >
> > > —
> > > Reply to this email directly, view it on GitHub
> > > <
> #29 (comment)>,
> > > or unsubscribe
> > > <
> https://github.com/notifications/unsubscribe-auth/ATPBIA3B2FBKOBX26QQO3R3VFYHSPANCNFSM5TXEGKKA
> >
> > > .
> > > You are receiving this because you were mentioned.Message ID:
> > > ***@***.***>
> > >
> > —
> > Reply to this email directly, view it on GitHub, or unsubscribe.
> > You are receiving this because you commented.
>
> —
> Reply to this email directly, view it on GitHub
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adamdehaven
commented on June 10, 2024
@krmnelson just received an update from Adobe:
Hi Adam,
wanted to send you a quick note and let you know that we are still looking into this, a number of people are working on identifying the root cause.
I appreciate your patience and hope to be able to giving you more details in the next update.
from specify.
krmnelson
commented on June 10, 2024
Ugh! Ok! Thank you!
Thank you,
Kristi Nelson
…On Wed, Apr 20, 2022 at 8:03 PM Adam DeHaven ***@***.***> wrote:
@krmnelson <https://github.com/krmnelson> just received an update from
Adobe:
Hi Adam,
wanted to send you a quick note and let you know that we are still looking
into this, a number of people are working on identifying the root cause.
I appreciate your patience and hope to be able to giving you more details
in the next update.
—
Reply to this email directly, view it on GitHub
<#29 (comment)>,
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adamdehaven
commented on June 10, 2024
Another update from Adobe:
We're still investigating the error 1001 issue, it appears to affect people who have previously purchesd plugins (not first time purchasers), something in the system is erroneously firing an "expired" flag.
The error messages are not helpful in this case. A compatible app is installed, but the user is flagged as not entitled. Customer support is routing users back to the plugin developer, but there's no way for you to fix this. Customer support is following the procedure for the (unhelpful) errror code.
Illustrator apps (and apparently some, not all) shouldn't be penalized into another section with no purchase button; especially with no explanation of WHY they aren't showing the button.
I totally agree with this, and have sent the comments on to the Product Manager of the Marketplace. Unfortunately the Creative Cloud desktop 5.7 app rolled out just before we both went on vacation... Fortunately that means people who haven't updated the desktop app won't see that sorting method. Hopefully we can fix it before 5.8 rolls out (targeted for June), I'll check on that...
from specify.
krmnelson
commented on June 10, 2024
June! We don't have the option not to update the desktop app. It is
automatic and updates almost daily.
Kristi
…On Thu, Apr 21, 2022, 10:48 AM Adam DeHaven ***@***.***> wrote:
Another update from Adobe:
We're still investigating the error 1001 issue, it appears to affect
people who have previously purchesd plugins (not first time purchasers),
something in the system is erroneously firing an "expired" flag.
The error messages are not helpful in this case. A compatible app is
installed, but the user is flagged as not entitled. Customer support is
routing users back to the plugin developer, but there's no way for you to
fix this. Customer support is following the procedure for the (unhelpful)
errror code.
Illustrator apps (and apparently some, not all) shouldn't be penalized
into another section with no purchase button; especially with no
explanation of WHY they aren't showing the button.
I totally agree with this, and have sent the comments on to the Product
Manager of the Marketplace. Unfortunately the Creative Cloud desktop 5.7
app rolled out just before we both went on vacation... Fortunately that
means people who haven't updated the desktop app won't see that sorting
method. Hopefully we can fix it before 5.8 rolls out (targeted for June),
I'll check on that...
—
Reply to this email directly, view it on GitHub
<#29 (comment)>,
or unsubscribe
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adamdehaven
commented on June 10, 2024
June is referring to why the plugin isn’t listed in the proper section. From my understanding, the install/usage issue is being worked on ASAP
Thanks,
Adam
… On Apr 21, 2022, at 10:53 AM, krmnelson ***@***.***> wrote:
June! We don't have the option not to update the desktop app. It is
automatic and updates almost daily.
Kristi
On Thu, Apr 21, 2022, 10:48 AM Adam DeHaven ***@***.***>
wrote:
> Another update from Adobe:
>
> We're still investigating the error 1001 issue, it appears to affect
> people who have previously purchesd plugins (not first time purchasers),
> something in the system is erroneously firing an "expired" flag.
>
> The error messages are not helpful in this case. A compatible app is
> installed, but the user is flagged as not entitled. Customer support is
> routing users back to the plugin developer, but there's no way for you to
> fix this. Customer support is following the procedure for the (unhelpful)
> errror code.
>
> Illustrator apps (and apparently some, not all) shouldn't be penalized
> into another section with no purchase button; especially with no
> explanation of WHY they aren't showing the button.
>
> I totally agree with this, and have sent the comments on to the Product
> Manager of the Marketplace. Unfortunately the Creative Cloud desktop 5.7
> app rolled out just before we both went on vacation... Fortunately that
> means people who haven't updated the desktop app won't see that sorting
> method. Hopefully we can fix it before 5.8 rolls out (targeted for June),
> I'll check on that...
>
> —
> Reply to this email directly, view it on GitHub
> <#29 (comment)>,
> or unsubscribe
> <https://github.com/notifications/unsubscribe-auth/ATPBIA6XUKAUY7SV3D2TP5TVGFTDZANCNFSM5TXEGKKA>
> .
> You are receiving this because you were mentioned.Message ID:
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>
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krmnelson
commented on June 10, 2024
Ok.
Thank you,
Kristi Nelson
On Thu, Apr 21, 2022 at 11:57 AM Adam DeHaven ***@***.***>
wrote:
… June is referring to why the plugin isn’t listed in the proper section.
From my understanding, the install/usage issue is being worked on ASAP
Thanks,
Adam
> On Apr 21, 2022, at 10:53 AM, krmnelson ***@***.***> wrote:
>
>
> June! We don't have the option not to update the desktop app. It is
> automatic and updates almost daily.
>
> Kristi
>
> On Thu, Apr 21, 2022, 10:48 AM Adam DeHaven ***@***.***>
> wrote:
>
> > Another update from Adobe:
> >
> > We're still investigating the error 1001 issue, it appears to affect
> > people who have previously purchesd plugins (not first time
purchasers),
> > something in the system is erroneously firing an "expired" flag.
> >
> > The error messages are not helpful in this case. A compatible app is
> > installed, but the user is flagged as not entitled. Customer support is
> > routing users back to the plugin developer, but there's no way for you
to
> > fix this. Customer support is following the procedure for the
(unhelpful)
> > errror code.
> >
> > Illustrator apps (and apparently some, not all) shouldn't be penalized
> > into another section with no purchase button; especially with no
> > explanation of WHY they aren't showing the button.
> >
> > I totally agree with this, and have sent the comments on to the Product
> > Manager of the Marketplace. Unfortunately the Creative Cloud desktop
5.7
> > app rolled out just before we both went on vacation... Fortunately that
> > means people who haven't updated the desktop app won't see that sorting
> > method. Hopefully we can fix it before 5.8 rolls out (targeted for
June),
> > I'll check on that...
> >
> > —
> > Reply to this email directly, view it on GitHub
> > <
#29 (comment)>,
> > or unsubscribe
> > <
https://github.com/notifications/unsubscribe-auth/ATPBIA6XUKAUY7SV3D2TP5TVGFTDZANCNFSM5TXEGKKA
>
> > .
> > You are receiving this because you were mentioned.Message ID:
> > ***@***.***>
> >
> —
> Reply to this email directly, view it on GitHub, or unsubscribe.
> You are receiving this because you commented.
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adamdehaven
commented on June 10, 2024
Update from Adobe:
We've been investigating the entitlement issue and there's a temporary fix in place while the root of the problem is addressed. (I'm told that the temporary fix will appear permanent for end users.)
Apparently, only users with auto-renewing subscriptions were affected. Please ask your customers to try reloading your plugin from within the Creative Cloud desktop app and let us know if it works.
The customer support team has been informed of this as well, so hopefully you won't keep getting complaints routed to you. Let us know if you do!
from specify.
krmnelson
commented on June 10, 2024
Hi Adam,
Yes! And it works! Thank you!
Thank you,
Kristi Nelson
…On Mon, Apr 25, 2022 at 5:15 PM Adam DeHaven ***@***.***> wrote:
@krmnelson <https://github.com/krmnelson>
Update from Adobe:
------------------------------
We've been investigating the entitlement issue and there's a temporary fix
in place while the root of the problem is addressed. (I'm told that the
temporary fix will appear permanent for end users.)
Apparently, only users with auto-renewing subscriptions were affected.
Please ask your customers to try reloading your plugin from within the
Creative Cloud desktop app and let us know if it works.
The customer support team has been informed of this as well, so hopefully
you won't keep getting complaints routed to you. Let us know if you do!
—
Reply to this email directly, view it on GitHub
<#29 (comment)>,
or unsubscribe
<https://github.com/notifications/unsubscribe-auth/ATPBIA4OGNMQVBNNUTCJ67DVG4DOFANCNFSM5TXEGKKA>
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adamdehaven
commented on June 10, 2024
Great, glad that worked for you! This was a surprisingly fast turnaround for Adobe
from specify.
krmnelson
commented on June 10, 2024
Oh my goodness. That is not reassuring.
Thank you,
Kristi Nelson
…On Tue, Apr 26, 2022 at 12:40 PM Adam DeHaven ***@***.***> wrote:
Great, glad that worked for you! This was a surprisingly fast turnaround
for Adobe
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