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Adobe is not exactly good at providing an easy-to-use experience when you have to deal with their multiple licensing site. It sucks. I tried typing the password I was sent, but when you fail 3 times, the account becomes “invalidated” and you have to contact Adobe. After my third failure to log in, I noticed there was a colon (:) at the beginning of the password. Since that was right after another colon as part of the e-mail, I didn’t see it.

After some fumbling with the Contact Us maze Adobe gave me (it wandered through several Web pages and two PDF documents), I managed to get a chat session going with Adobe support. It began poorly.

Ethen: How may I assist you today?

Steve: Hey. I invalidated my password. I did not notice the : at the beginning. Can I get a new login?

Ethen: I understand that you are experiencing an issue while signing into the Adobe Licensing website. Am I right?

Steve: Are you a machine or a person?

Steve: Please see what I already typed.

[A very long pause. I imagine there was no automated response for such effrontery.]

Ethen: I am a real person.

Steve: Good.

Steve: Yes, I need a new login for that site. Is it something you can re-email to me?

Ethen: You need to reset password for your login.

Ethen: Would you like me to reset your password?

Steve: Yes please.

Ethen: May I have your login ID?

[A short pause.]

Ethen: We have not received a response from you in a while. Do you still need assistance?

Steve: Yup.


Ethen: Thank you.

Ethen: Please give me a moment while a look up for your account details.

When it took more than a moment for him to look up my info, I started typing, “We have not received a response from you in a while. Are you still providing assistance?” But then Ethen returned with a new password for me.

I’m still having navigation and download issues at the site, but things ended up perfectly cordial with Ethen. We’re the best of friends now.

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