This document outlines Adobe’s technical support policy for Adobe Creative Suite solutions in virtualized or server-based environments. These environments include, but are not limited to, Citrix Metaframe/Citrix Presentation Server, Microsoft App-V, VMWare, Parallels, and Virtual PC. "Thin Clients" are also server-based environments. Your use of Adobe solutions stated in this document is subject to the Adobe General Terms of Use and applicable End User License Agreement, including without limitation, the restriction against renting or leasing your rights in the Adobe solutions and the restriction against copying, modifying, hosting, sublicensing, or reselling the Adobe solutions.

Evaluating on a presales basis

Adobe has conducted limited testing of some Creative Suite products in virtualized or server-based environments. These tests are usually for basic functionality: the ability to open the application, create a document, save the document, and quit. This testing is basic in nature. Adobe recommends that you test your workflows in an evaluation version of these products before deciding whether to use one of these products. Testing is the only way to truly ensure that this kind of solution meets your needs.

Adobe does not speculate whether any particular virtualization product meets any specific need. The virtualization product must meet the Adobe solution's system requirements. Pay particular attention to any resource or performance constraints that could impact your productivity or efficiency.

Licensing considerations

Guest operating system (OS) installations are considered separate installations. They require licensing separate from any licenses installed on standard supported OS environments. If the product is installed on a server, it's necessary to license all computers that have access to the server for the Adobe solution. All usage of the Adobe solution must conform to End User License Agreement.

Post-sales technical issues

If you encounter technical issues with these environments, the first step is to test the same functionality in a supported OS environment. If the issue is not reproducible there, then it is most likely a problem in the virtualization product. Seek assistance from the vendor of the virtualization solution.

All Adobe technical support for virtualized environments is on a best-effort basis and is conducted in parallel with your work with the virtualization vendor. Unresolved issues are considered to fall under the clause of the Adobe EULA that states that the warranty does not guarantee fitness for a particular purpose.

To request support for your issue, open a technical support case on the Support Portal and include the following details:

  • The server operating system and version number on which the virtualized environment is running. The Service Pack (if any) that has been applied to the server operating system.
  • The version of the Windows client operating system on the client computer. The Service Pack (if any) that has been applied to the client operating system. Check to make sure that these programs meet the system requirements listed on adobe.com for your Adobe solution.
  • The version of virtualization software that you are currently running, along with any hot fixes and Service Packs installed.
  • The problem statement (for example, when I do X with Y, Z happens). If the problem produces an error message, include the exact wording of the message.
  • The user profile that is logged in to the server (for example, Administrator or Power User). Note whether the problem occurs when an Administrator profile is logged in to the server.
  • The user profile that is logged in to the client computer (for example, Administrator or Power User). Note whether the problem occurs when an Administrator profile is logged in to the client computer.
  • The reproducibility of the problem on the server (that is, can you reproduce the problem when you test the problem on the server?). If so, include the steps to reproduce the problem.
  • The goal you are trying to achieve, and whether you have been able to achieve this goal in the past. If so, note any changes in your environment that could be related to the problem. 

Known issues with CS6

Activation and licensing options in AAMEE 3.x do not function correctly. The thin client prompts for a serial number, Adobe ID, and activation. To correct this issue, prepare a volume license serialization file with the provisioning tool and apply to the client machines. For full instructions, see the Creative Suite Deployment page.

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