Creative Cloud outage: Adobe ID login failures mean Daily Mail’s digital edition couldn’t be published

After being hit by an extended outage yesterday, Adobe’s login system is working again and customers are able to use their Adobe IDs to access the Creative Cloud and other services. For creative customers, being locked out proved frustrating – though workarounds were quick to appear for many issues – but for publishers using Adobe DPS (Digital Publishing System), it was even worse.

We’ve heard from companies who were unable to publish their titles while the outage was happening, where the biggest impact was on daily titles such as the Daily Mail’s Mail Plus interactive newspaper, which couldn't publish yesterday – so the title has almost certainly lost much of a day’s advertising revenue. And it appears from the Mail Plus’s Twitter feed that there are continuing problems today.

For print, newspapers have contingency plans in place if their main printer was unable to produce a day’s edition due to natural events like flooding or a terrorist attack (as apparently many of the plans were put in place in response to suspected threats from the IRA in the 70s and 80s). This isn’t possible with DPS – you can’t publish to Mag+ or Quark’s PressRun as a fallback, the app users have on their iPads or Android tablets are DPS ‘wrappers' that won’t work with any other system.

The problem emerged early Thursday morning as problems caused by scheduled maintenance meant that users were unable to log into many of Adobe’s services – including Creative Cloud, DPS and the online forms building system FormCentral. While in the main, desktop applications from Photoshop and Illustrator to Dreamweaver and After Effects would still work, users wouldn’t be able to authorise new installs – though a workaround was to run the apps as a trial – download fonts, upload work to Behance or even access Adobe's forums to try to work out what was going on.

Since the issue have been resolved, Adobe has published an apology to its Customer Care blog.

"First, and most importantly, we want to apologize for this outage 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 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.”

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