Tired of being held hostage by System Outages

[AmyYo1]

With another system outage/major access problems this morning, I'm going to start the conversation with our procurement team about how to get $$ back from Adobe given all the downtime and lost productivity that these problems have caused teams at my organization. I've been a system admin for Workfront for close to five years, and have never experienced as much inconsistency with access than I have in the last 6 months. 

Have others been successful in recuping money given actual down time being more than what the contract states we can tolerate? 

[MargretteBoyer]

Is everyone still down? It's 10:42am (EST) and we are still not able to sign in. 😞 

[JustinRenteria2]

Still down here. 9 Yrs as an admin and this is the second longest an outage has lasted.  1st place in my rankings happened last month.  

[MargretteBoyer]

Agree - this is the longest I've seen.

[AmyYo1]

Can I ask specifically what others are seeing in terms of system behavior, when not being able to log on? 

[MargretteBoyer]

[MargretteBoyer]

and then I get this  message 

[-JC]

For us, we get to the Adobe SSO sign in page. It bounces us to our Workfront instance's home page, but then immediately backs us out to the SSO sign in page again.

Preview and SB01 have been up and down intermittently, and are currently down for us again at the time of writing this response with a "Error 500-001: Failed to load page" error.

[KristenS_WF]

I'm getting this:

[KristenS_WF]

We've got a previously scheduled meeting with our account rep this afternoon--that ought to be fun.

[JohnJOSullivan]

We have our weekly call with our TAM in the afternoon. LOL.

[JohnJOSullivan]

CVS Health is completely down as well--and still is as of 10.58 p.m. EDT.

I was able to get in for about five minutes by using experience.adobe.com, but then it zoned out and 500'd.

I'm able to get into Fusion, although that was briefly affected. Yeah, that's great and all but I can't test anything out.

From what I understand, during the last major outage a month or two ago, we recouped some of our money due to the outage. (Don't ask me the deets, I don't own the platform, I just build cool automations and administer the thing.)

[KristenS_WF]

Good Lord--now it lets me in for a second or two (with my home page displaying), then it reverts back to the main Adobe login screen.

[JohnJOSullivan]

According to our support person, an update was pushed through which is causing the current unpleasantness. The product team is working on rolling that update back.

Not for nothing....weren't the rapid-releases intended to replace off-cycle updates? I understand system patches are pushed through from time to time, but the whole selling point of signing up for rapid-release would be to avoid this. (We eventually went to the quarterly releases, having been burnt by a rapid release.)

[-JC]

I'd be interested in discussing this topic as well. We're intentionally still on quarterly releases so have a similar frustration - there's so many things being pushed to production BEFORE the quarterly releases. Of the 19 items currently listed on the 2025 Q4 release page, 8 of those items have dates other than October 16th. This makes being on a "quarterly release" kind of a moot point.

[JustinRenteria2]

Yup, makes it nearly impossible to plan for from a Change Mgmt standpoint.  Sometimes things are released the same day their announced and Im not made aware until days after the fact because the Release notes dont get updated in real time.  

This outage seems like it stemmed from a maint update. I believe Workfront deploys those every Thursday morning or at least they used to. 

[-JC]

Exactly. That, and the fact that there's no rhyme or reason to when new items can be added to the quarterly release notes page - I usually create a project plan for myself to deep dive on each topic, understand the changes, figure out if it needs communicating and/or training to our users...I'm sure you do the same. So it's incredibly frustrating to come back to the page a few weeks later, just before launch, and see a whole swath of new items I now have to plan for. It make it nearly impossible to plan for, like you said!

Updates to the Workfront user profile was also being rolled out in phases starting today.

[ConnorO2]

Just adding another note to this thread about updates coming soon that seem to have little information or reason the purpose of why we need this. 

Looks like Adobe is forcing AI Features within the Workfront since I won't be able to disable the AI features in the near future. Our IT department has informed us the only AI feature approved for use on our networks is copilot so I'm not sure how this will function. 

[-JC]

Wow, thanks for flagging. We haven't signed the agreement so it's not an issue for our instance personally, but I'm sure that's very useful information for others on this thread!!! I will say, I've had a ticket open with Support for weeks about removing the AI Assistant button from our instance - we're not on the Unified Experience yet, but it's live in Preview and Production. Every time I disable the button (even in Sandbox, which we haven't refreshed in months) it reappears after the following weekend. They and I both confirmed that users aren't able to access the AI Assistant if the agreement isn't signed, but it does prompt the user to enter information about who Adobe should then send an agreement to...

Lots of things going on these days, for sure.

[ConnorO2]

We haven't signed the agreement yet either so that's why I'm confused on how it's even possible for them to force AI onto our users. We were also forced into the Unified Experience so I guess that's just how things are going to be moving forward. 

[-JC]

You know what they say about assuming things, but my assumption would be that they couldn't do anything without you signing the agreement. Your screenshot says "Your Adobe Gen AI agreement is currently being processed", so I assumed you'd signed it. Do you have other products within your Admin Console run by other areas of your org? The agreement is at the Admin Console level - if it's signed, AI gets turned on for all products within it.

Here's what ours says - note it keeps switching over to enabled, even though we've disabled it. But you can se we have "Review Agreement" instead.