If an error causes a delay, all user accounts are temporarily locked out, and an automatic Customer Service Outage (CSO) process is initiated. The problem is immediately escalated to engineering for resolution. We are not able to roll back a customer once update has started. If a user attempts to sign in while the problem is being resolved, they see this message:
Last updated on
12 January 2023
Adobe is updating business customers to improve their ability to control cloud storage and sharing of business assets-- that is, files that you, as a business user, create and collaborate on using Adobe apps and services.
- We will make every attempt to schedule your update at a convenient time to minimize impact on both admins and end users. Once your update has been scheduled, all system admins receive a series of email notifications.
When Adobe updates your Admin Console, there will be a short interruption of service. All users are signed out of their Adobe accounts during the update process, and will have to sign back in after their account has been successfully updated and their assets moved.
- Migration of assets should be completed in 5 to 15 minutes for even the heaviest storage users, unless an error occurs.
As a business user of Adobe products, you might see some changes in the way you sign in to access the apps, services, and files that you use. In addition, you might have to sort out the assets you work with into personal and business storage, or into storage for different organizations you work for.
Preparing for update
For many users, the update process is largely automatic. If you use an Adobe ID to sign in, you might have access to Adobe apps for personal and well as business use. In this case, you will be notified of the upcoming update so that you can do some advance preparation. (For more information, see Personal and Business Profiles.)
- As part of the update process, all of your content is moved into either personal or business storage. If you have mostly business assets, you can prepare for update by downloading any personal content that you have created with Adobe products. After update, you can then upload those assets back to your personal storage. If you don't do this, however, you still get a chance to move your personal assets after the update is completed.
- If you use an Adobe ID to sign in and have access to Adobe apps from multiple organizations, you are not automatically offered a chance to move assets after update, but you can still do so.
Update process
During the update, the Admin Console will be unavailable. For smaller organizations, it will typically take about 30 minutes, but will take longer for organizations with more than 1000 users.
If you are signed in when the update starts, the desktop logout triggers the application to close, which triggers a prompt to save your work.
Sign-in experience after update
When you sign back in after the update is complete, you might not see any change at all. This is the case if you sign in with your company or school email, and your only access to Adobe products is from your work or school account.
If you have an Adobe ID, you have potential access to different Adobe plans. Your Adobe ID comes with a Personal Profile, that gives you access to some free products as well as any products you have purchased yourself. When you use your Adobe ID at work, you also get access to plans the business has purchased. The plans you get from the business are in a separate Business Profile. If you work for different companies or different divisions, you will also have more than one Business Profile.
To make sure that your business-related work belongs to the right business organization, and your personal work belongs to you, you might have to choose a profile when you sign in. If there is no conflict, the right profile is chosen automatically, but if you have potential access to the same app or service through different profiles, you will see the profile picker after you authenticate.
Choosing an account
If you sign in with an email address in a federated domain (such as adobe.com), you could have both a business account and a personal account that uses the same email. In this case, you have to choose which account to sign in with as the first step. The Account Picker lets you choose either your business or personal account. You might then have to choose from profiles associated with the selected account.
Sorting out asset storage
When Adobe updates your Admin Console, many users will see no change in who owns their Adobe assets. If you sign in with your work email, and your only access to Adobe products is from your employee account, then your employer owns all of your content, and it is part of your Business Profile.
If you have an Adobe ID and both a Personal Profile and a Business Profile, then the first time you log in after the update you get to choose where your existing content should go. After the introduction to profile selection, you get the option to move your existing content to your new business profile. This is the easiest option if most of your content is work-related, but you can choose the personal profile if that's where you have the most content.
Multiple business profiles
If you use an Adobe ID to sign in and have access to Adobe apps from multiple organizations, you are not automatically offered a chance to move assets after update. All of your content will remain in your personal profile. After the update is complete, you will have to sort out which content belongs in which profile, and transfer assets manually.
You will get an email message from Adobe offering a free 60-day redemption code for Creative Cloud All Apps, which gives you a window in which you can manually move assets from your personal profile to the appropriate business profile.
Learn how to transfer assets.
If you belong to different organizations or divisions within the same company, all of your content might be transferred to one of those organizations during update, rather than remaining in your personal profile. In this case, you will still have to sort out and transfer any personal assets, and assets that should belong to a different business profile.