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A software failure locked the one million users of Adobe's Creative Cloud out of "several Adobe services" for about 24 hours yesterday and Wednesday, the software giant announced. The services have been restored as yesterday, Adobe said.
"The failure happened during database maintenance activity and affected services that require users to log in with an Adobe ID," Adobe said in a statement.
Contacted today by CMSWire, an Adobe media representative said no officials were available to speak. He referred us to the Adobe blog on the issue.
'We Let You Down'
"We want to apologize for this outage," Adobe continued, "because we know how critical our services are to you and how disruptive it’s been to those of you who felt the impact. We understand that the time it took to restore service has been frustrating, but we wanted to be as thorough as possible. We have identified the root cause of this failure and are putting standards in place to prevent this from happening again."
We know we let you down. We apologize and are working to ensure it doesn't happen again.
— Adobe Customer Care (@AdobeCare) May 16, 2014 Although the Cloud was up and running again, one user did post to the Adobe Communities forum at 7:24 a.m., "I downloaded the Creative Cloud software and it ran fine. All of a sudden it stopped working with the error message that it "wasn't available at this time. Please try again later."
That user later said he found the answer in documentation.
It surmised the previous 24-hour period where Adobe's cloud fizzled. The company has passionately pushed its cloud services lately, touting its digital marketing cloud this week in its second industry summit this year as one of the industry's best.
Adobe said last September it exceeded one million subscribers to its Creative Cloud online subscription services, signaling a milestone in the company’s effort to rebuild its client base under this new model.
Last summer, Adobe said it had 12 million users of Adobe software around the world, and it expected to move four million of those across to the Creative Cloud subscription model by the end of 2014.
In an interview with the Wall Street Journal Chief Financial Officer Mark Garrett said that every 1,000 customers that it shifts to the Creative Cloud means $500,000 in revenues.
As for the software failure this week, Adobe added, "We are aware that we didn’t meet your expectations (or ours) today. For this, we apologize. Thanks for bearing with us as we worked to resolve this -- and know that we will do better."
