Adobe Connect dropouts talking to Adobe Support in India

This may be the wrong place to raise this. I don't usually use Adobe Connect. But this week I've been spending hours on the phone to Adobe technical support in
India. They use Adobe Connect to see my desktop in an attempt to fix my problems (with
Adobe Creative Suite 5 as it happens).
What I found was that the Adobe Connect frequently experiences a network failure, causing the guy in India to no longer see my screen. He tells me this on the phone. I then have to wait for my Adobe Connect to notice that the connection has failed, and then go through the SHARE MY SCREEN dialogue again. This happens sometimes as often as once every ten seconds, but the connection sometimes lasts a minute or two.
Adobce Connect does pop up a little box that says something like "Network connection failure" and has a button to "troubleshoot" it (or Cancel the session), but pressing that has no effect.
The odd thing is that my internet service is pretty reliable and 4 Mbps. I have, for example, no problem downloading 50 MB files from the USA (I'm in UK). Unfortunately the Connect software tells me absolutely nothing about what has failed or how
Anyone know what the problem is? It's making support from India almost impossible.

Yes, that indicator is simply advising that the connection between your PC and the Server has been severed. Either there was some disconnect on your end or on the server end or somewhere in between. That popup tries to reconnect to the Adobe Connect Server located in the U.S., Europe or Asia depending on where you reside. I suspect the support engineer was using a server in the USA and you are located in Europe and the latency along with anything going on on the line could have had some effect. Normally, you would be using a UK based server if you had an account with Adobe Connect. Hard to tell at this stage which server you were on. Next time, make sure the technician knows you are in the UK and request he/she use a UK based server which would improve things. He/she may not have known where you were calling from. If you send me your ticket number for the support call, I can have the technician make sure he uses a UK based server.
It could have been a wireless network issue (too much interference or hub needs rebooting...all kinds of issues with wireless networks). It could have been your provider having momentary issues or it could have been any number of hops in between. The popup simply is saying the connection was interupted and it is trying again to reconnect the session. Make sure you are using a wired ethernet connection to get the best reliable experience with any web conference solution.
All web conference solutions require a solid connection because they are instant. All of these solutions are sensitive to any momentary interuption unlike any other product except maybe instant messaging systems that require all the time access/connection.
Just for explanation, you really cannot compare downloading a 50 MB file with a web conference session because there are a whole lot of other thoings going on while sharing a screen. When downloading a file, many times packets are lost and re-transmitted with no communication back to the end user that a lot of the data was lost and re-sent. With web conferencing it's all or nothing. If a lot of packets are lost then you end up with latency issues and dropped sessions...again it gets into the quality of the connection and not the speed. Speed is inconsequential compared to the quality of the connection and how many hops you are going through.
Sorry you had that experience. That is not normal. Many customers large and small use Adobe Connect for mission critical work every hour of every day without problem. But...it all gets down to the quality of the network and all vendors can and will have an issue like this if there is some network problem on their end or the customer end.
Heyward
[email protected]

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Total Frustration With Adobe Support!

Just a rant about current practices at Adobe......
Adobe's new flagship Photoshop CS4 Extended is hyped as the "Cat's Meow" of photo editing and graphics software. It has some of the most advanced features available including 3D, hardware rendering, advanced stacking, HDR, etc., etc., etc. It actually may be the most fantastic editing software anywhere! But, you can't prove it by me.... Not yet, and maybe not ever....
I can't install it! I have attempted to put it on two of my systems. One a Dell, the other a Gateway. Each has Win XP Home edition. After over six hours of install, uninstall, upgrade video drivers, download 814 megabyte files "twice," install Windows Service Pack 3, etc., etc., I finally called Adobe Support only to be totally disappointed with the non-support.
First, I am subjected to a lengthy wait listening to loud, bad, music loops. Next I'm connected to a "support" person, apparently in India or Pakistan with an accent making it very difficult to understand his "English." He wasn't at all interested in learning about "where" the installation had failed, but just wanted to shovel me off to download a "Windows Cleaner" and "CS4 Cleanup Script." He informed me that I may have to uninstall "ALL ADOBE PRODUCTS" before installing the CS4 Extended Trial.
Now the above statement is just plain stupid, especially from an Adobe representative! Try Adobe Flash, Photoshop versions 5, 7 and CS each complete with dozens of plug-ins, hundreds of actions, specialized settings, etc. How about Adobe Frame Maker with hundreds of projects, Adobe Quick Time, Adobe Encore, Adobe Premier, etc., etc., all with myriad data, plugins, etc. We're talking weeks of reinstall or a complete reinstall of the disk which would, of course, wipe out CS4 EXtended (if it were ever installed - LOL).
So after once again uninstalling the remnants of CS4, installing and running the Win cleanup and CS4 cleanup and reinstall of CS4 Extended - guess what? Yep, failed at exactly the same point - the installation of "Adobe Media Player."
I've wasted two days on simply trying to evaluate CS4 Extended. I've installed a service pack I didn't want or need. I've completely lost Flash thanks to the CS4 Cleanup script and still have no CS4 trial installation. I'm writing this while again listening to bad, loud music loops (for the past 45 minutes).
Listen up Adobe - I've spend many, many thousands of dollars with your company and deserve better treatment. Will I purchase CS4 Extended? It's not likely and becoming less likely with every bar of bad, loud, music loop. Do you actually want to sell your products? Then get some knowledgeable technical support people who can help sort out issues like this and make them available. Don't have some 1st level "support" dweeb who speaks the native language of the country where the support is to be given with an accent so strong that it's impossible for a native speaker to understand. Don't have someone who insults the intelligence of the potential customer with silly statements. In addition to the statement about possibly removing "all Adobe" software before the install, he make the mistake of telling me that this was only "Trial Software" an therefore not necessarily a "stable" and trouble free version. I had to remind him that Adobe states that you simply pay for then receive the unlock code and this "unstable" trial version becomes the "real" and "very expensive" CS4 release version! Give me a break already!!
End rant..... Beware. If you order CS4 maybe you should download the trial version first and be certain it will install and run on your system. I hope you have better luck than I've had.
Best regars,
Lin Evans
303-776-8897
[email protected]

Hi Marian,
Assuming Adobe actually "reads" the forum, I believe that my statement
was appropriate since there are few, if any, other viable ways of
actually getting the message to them. "Support" is terrible unless one
can get to second tier and that's only available usually "after" you
have spent your money and discovered the issues. It certainly has not
"always" been like this. In the old days one actually could speak with a
"technical" support person and didn't have to jump through the hoops
with inexperienced first tier people who know just enough to be
dangerous! Of course it's more difficult in trying economic times and
taking support off-shore is common to a huge number of U.S. companies
with varying degrees of success. I'm certain that many simple question
could be answered in such a fashion, but not all and though forums like
this are very helpful, users also frequently do not have all the
information necessary to help resolve technical issues.
It is indeed the "trial version" which I downloaded (twice) and with
which I'm having the problems. The solution offered on this forum did
indeed get CS4 Extended on my system. Unfortunately, without the Adobe
Media Player which may, or may not be of significant importance which is
yet to be determined.
Yes, I'm a user of "many" Adobe Products since there has been an Adobe
company, and a user of Photoshop since the first release. My sole
purpose for CS4 Extended is for the 3D output. Otherwise CS works just
fine. I'm not really influenced by marketing, only interested in the 3D
output to video. I write tutorials and templates, for a presentation
slideshow software with which I prepare image "objects" by using chroma
key software to create individual frames from video and animate as still
objects. Having a way to easily output cubes, cones, or other 3D
objects, etc., with chroma key green or blue backdrops is important to
me. CS4 Extended has this feature which I need, and I don't know of
other software presently available and which will fit into my workflow.
Photoshop CS works fine for the majority of my photo and graphic
manipulation, but it doesn't have this new and useful feature which I need.
I'm not upset with Adobe marketing - they actually pretty much advertise
truthfully in this case. Nothing which I've heard or seen from Marketing
at Adobe has really stretched the truth beyond credibility. I am upset
with Adobe's support service. It's gotten progressively worse over the
years and the arrogance has multiplied. There's an old saying which
somehow rings true here: you get what you pay for. One good technical
support person is worth half a dozen of what I'm seeing off-shore. They
are underpaid, inexperienced and generally (in my experience) short and
arrogant with potential customers. This isn't good for business. CS4
Extended is a comparatively expensive investment and Adobe should go
out of their way to help facilitate the installation and use of their
trial versions. After all, that's what will eventually convince the
majority of people to buy or not.
Best regards,
Lin

Adobe support = atrocious

I installed the upgrade to CS4 Saturday. It came with the usual “register now for a free gift” card (free font, training or book discount). I registered it immediately, but was given no info on how to claim the gift. Online support instructions said to either open a case or call an 800 number. I opened a case and typed in all my info (incl. serial #). Four days later (Adobe, why do you promise a response within one business day if you can’t fulfill it?), I received an email, but had to open a PDF attachment to read the two-sentence reply. (Adobe, why make customers do this extra step instead of putting your reply in the body of the email?) The reply said I have to call the 800 number. (Then Adobe, why did your instructions say I should either open a case OR call the number for registration issues?)
I called the 800 number and navigated the menu. Naturally, the options didn’t include my issue so I had to guess. After a long wait, I was finally connected with an Indian to whom I had to recite all the info I’d included in the case I filed. After a while, she said she couldn’t help me, and had to transfer me to customer support.
Another long wait, with painfully loud music. Finally another Indian came on the line. I had to start all over again explaining the problem and giving him my info. Long waits as he did something in the background. I asked if he was still there; he said yes, but for some reason his PC was very slow today. He put me on hold. After holding for 15 minutes (total call time now 45 min.), I gave up.
Scr*w you, Adobe. I’m posting my experience on every customer support horror story site I can find, so everyone knows how you take product orders promptly and then leave your customers hanging when there’s a problem.

You've stumped and/or insulted Adobe Support. Cool. The fact you were on the phone for so long and with multiple people suggests they didn't have an answer readily for you from their support database, but were trying to find someone more experienced, somewhere, or perhaps contact someone on the other side of the planet where the servers are actually running to accept the gift requests, that had information about the issue. If any of the attitude shown in posts, here, was also communicated on the phone calls, perhaps they were waiting for things to cool down. Rather than being on hold and talking to more than one person being atrocious, perhaps it means Adobe Support was trying hard to get you a resolution, although it might have taken longer than you'd like. If you hung up then it was your decision to give up, not theirs.
Instead of playing stump-support, did you try uninstalling and reinstalling to see if you get the Registration panel, again? I've only ever gotten a free gift, once--Photoshop User magazine, I think, the first time I ever registered for such, even though I've filled out the registration panel for subsequent upgrades, sometimes more than once whenever I install it. I've never even considered calling Support over lack of reciept of something that is really just a marketing ploy to get you to sign up for more of what you got one free of. I don't need another Photoshop magazine, nor another font, and sites that sell training typically have some free samples to watch that I don't have to sign up with Adobe to view. The fact you're getting a free gift out of someone suggests they will be using the information you've supplied to receive it for their own or someone else's gain, and I don't really need to start getting spam from Adobe, either.
Otherwise, if the deliverable was electronic, and Adobe did send you an e-mial about it, maybe that e-mail got caught in a junk/spam filter, somewhere, either on your computer, or perhaps upstream from you, at your ISP, where you'll never get any indication it has been blocked from delivery.
You might try again and post what gift you asked for, and what sort of information you supplied on the registration panel (e-mail only or e-mail and postal address), and see if your experience compares with others, here, and make the subject of the thread about not receiving free-gift info, rather than about support being bad. The situation seems a little like those crank 911 calls you hear, sometimes, where someone is calling 911 to report they didn't get a toy in their happy meal, and expect the police to do something about it.

What to do when Adobe's indifference is "destroying" your business? Where to contact when normal Adobe support don't help?

I have tried to get help 2 weeks using Adobe customer service. I have chatted with supervisors and normal staff “million times” and only one time I have talked with normal phone support. Phone support promised follow up the case and call me back next day between 9-10 am but nobody called. Many times chat support have swear that someone from phone support will call me back but I haven’t get any call. Every time chat support just apologize and say that we understand that you are frustrated. Every time chat support says that someone will get back to me by email / phone asap. No emails or calls as they have promised. I have got 2 times email and emails including something which not help anything, when I contact again to the chat support they just apologize and say that someone get back to me again. But nobody get. Last 3 days they have said that I have to just wait, my case has transferred to the upper level. But same time they promised that someone from upper level will contact me urgently… they will call me and send email. No calls/no emails. Yesterday supervisor from normal chat support promised that someone will call me night time because this is only time when “upper level team” is working. But again… last night I did not get any call. Nobody sent even email.
Now my question: What I can do if normal support don't help... case is transferred to the upper level but I don't get any feedback from there– can I call somewhere, can I email somewhere? I can’t just wait. My product is expiring next Tuesday, Adobe Creative Cloud last update deleted all files and folder from my computer and changed my storage size to be 2GB, it was before 71GB… and I can’t renew my CC subscription because on my account has some “error”, it’s not accept my credit card payments.
I already had to cancel my yesterday meetings because did not have presentations to show, all gone. For one meeting I went without presentation and try to explain something, you know what happened.
Next week is most important week in company history and now we try to do here all presentations from the beginning because Adobe don’t give any helps! This Adobe’s indifference might cost for us millions. Case is not easy to explain shortly but main question is… can I call somewhere? I am living in Thailand. Normal phone support / chat support not work in this case.
Or is the only choice post all conversations in social media and let everyone know how Adobe works. Maybe people start to share my posts and Adobe starts to get very negative publicity and maybe someone will contact me then. I have unbelievable comments etc. from the customer service, if I will post it Adobe / support looks really foolish.
Note: don’t never trust that your files are safe in Adobe Cloud. If you don’t take safe copies every minute you might be dead. Everyone who is using Illustrator and use linked file know also that most of links not work when you copy files to the other location, if your Illustrator file includes 100 pictures, maybe you have to link all again and this takes time. And if you have 100 files which all have 100 links...

Unfortunately, not an answer... but wanted to chime in that I could have written this! Because I have had the exact same experiences over and over and over with Adobe. "Indifference" is definitely the right term. Been promised so many times that someone will call me back and no one EVER does. I've had maybe 2 very good phone support experiences out of maybe 20 awful ones. Phone tells you to go to chat... chat tells you to go to forums... and forums have never once answered my questions even when they told me they would have an expert review my post and answer it. I have so much wasted time invested with Adobe. Now, my account is cancelled due to non payment. My fault, been a rough couple of months. Well, there was no obvious place to post payment to "continue" my subscription. So I get on chat, and they send me a link to the payment portal. I enter my info and I get "Sorry, we're experiencing technical issues. Please check back soon." I tell chat this and they tell me to check back later, that all their tools are down. I asked when, and of course they don't know. Always the same. This was just tonight. 2 hours later.. still can't pay my account.
I've written to management with direct contact info to a particular manager. Never heard a word back. I dream of the day when someone launches a design suite like adobe's or better... but also with awesome customer support. I will be so gone Adobe.. and won't ever look back.. won't miss you in the least.
I was also a victim of the big Adobe hack a while back and my info was compromised. Think anyone offered me even a month free? Pshaw... right!

Dreamweaver cs5 problems and adobe support close the case on you

I emailed Adobe support with the message below and they closed the case on me and told me to go over to the developers connection website and open a case there. Well of course there is no where to open a case there, it brings you back to the normal support pages, so I opened a case again!
This is just one of the flaws in Cs5 I've found from intensive useage yesterday.
1. Hangs for nearly 2 minutes if you use an external link to ny file like jquery in the header of the pages - detailed below
2. Sometimes when selecting a related file it says "not on server" and actually tries to open ANOTHER ftp connection listed. It switches connection and then says"not on server" - well of course not....because it just changed to another server! However many time you change it back, it won't have it.
3. The pop up css is a good idea but not well thought out. I have to right click to get inspect but when I roll over the areas it doesn't show the css in the css panel. If I right click and select to show the code, it shows me the css, I then have to click it to select it in the left column. All very long winded... WHY NOT JUST CLICK AN AEA ON THE LIVE VIEW PAGE AND IT SHOWS THE CSS THERE INSTANTLY TO EDIT?!
4. On first open after a quit and relaunch, or restart, switching from normal view to live view hangs Dreamweaver for over a minute before live view is displayed.
Very very buggy and I feel I have paid for a beta version.
Hello I now have Dreamweaver CS5.
It has MAJOR flaw.
If a webpage contains the code
<script type="text/javascript"
src="http://code.jquery.com/jquery-1.4.2.min.js"></script>#
It takes over 1 minute to open each page after launching
This is caused by the 'related files' facility
THIS IS TOTALLY UNACCEPTABLE in software which is this expensive.
All design companies such as us use jquery.
Please fix this flaw asap or supply me with a fix. Turning of related files
helps but if I was to do that what would be the point in
having that facility? (which I am paying for!)

Hi,
Appreciate your reply and accept what you say, I'll take on board the suggestions.
My answers under yours below
Second, the Bug Report form is here: https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform . Technical support is not a bug reporting center, nor are they developers which is why they probably closed your case. And there really are not any questions in your support request it reads like a bug report and an angry one at that, not even starting out calm, shouting almost immediately.
- Frustration, I've been up all night, hours messing with it.
Thanks for the link, I'll post to that. I personally don't agree that bugs this big should be present in software of such high upgrade fee's and which should have been tested but I guess we all know its the way of the world now.
1. Why are you working with remote website files that are not part of your domain and not in your local site? This is a bad practice to get in the habit of. If their website shuts down, so does the functionality of yours. Many here will argue that point.
- This is a valid point I've come across before and reading up on it I found it was said that the site in question was on cloud servers, mirrored etc. The link I posted was from someone elses post who was having a similar problem. I personally use the flowplay/jquery main link which has ALL the jquery plugins/effects so whatever is used on that page works.
http://cdn.jquerytools.org/1.1.2/full/jquery.tools.min.js
We did this as it seemed that was what everyone was doing, it seems I am wrong and I take on board your comments about downloading the file.
2. "Sometimes". That is the key word in your statement. Sometimes it happens, sometimes it doesn't. What happens when it says "Sometimes not on server" and what happens in the other times. What's different? It's usually hard to believe it's random luck. But developers in a bug report need to know these things. What's different about the file(s)? Is it with certain file(s), type(s), etc? How would it open another FTP connection, do you have multiple FTP locations defined within one site definition?
I probably used the wrong word in 'sometimes' - A better description would be "some of the related files". When live view is on the right and code on the left, related files across the top. If I hover my mouse over the files, it tells me where they are. This info is incorrect on 'some' of the files, not all of them but about 8 out of 10.
It shows the file as being in the folder of another account in the site defs, but its not in there, it's in the one I'm working on (and which is live in the ftp file window). So if I click on the file to view it, it says its not available, and asks if I want to download it from the server. That doesn't work because it then tries to switch the ftp connection to the other site and download.
I thought it was muddled so I removed all the ftp sites and set up just one, the one I was working on. But that didn't work... it then thinks the related files are in "unnamed site 1" - anywhere but looking in its own folder or on its own ftp server!
4. You seem to be referring to Question #1 here so that is answered.
"Please fix this flaw asap or supply me with a fix." - So you are saying Please fix this flaw with a patch or give me the patch. Again, this sounds like you want to file a bug report and not create a support request.
- Accepted, you are right, its a bug report, just they directed me to the developer website and I kept ending up here, so began to believe this is where I should be posting.
"All design companies such as us use jquery". - While I wouldn't be so quick to say all, but rather most, I would say see my answer to #1. Why make your site dependent on someone else's?
- Accepted, I appreciate your honest comments and critism and fot taking the time to reply :-)

It is unbelievable that you cannot get in contact with a persone from Adobes support team

Since weeks (or even months) I am not able to start my cc photoshop.
Yes, I am paying for it every mointh. I have a one year subscription. But what are they for???? To see that I am once again in the situation that my beloved photoshop stopps working again???
Aftre having the same probmlem for weeks after my installation of the CC prodcuts finally I got cc photoshop working. I was able to work with it for abaout 6 weeks or so.
Now when I try to start photoshop I again receive the 0 days LEFT OF YOUR TESTVERSION MESSAGE and I cannot get it running again. I DON´T have a testversion!!!!!!!!!!!!!!!
I have a paid ADOBE CC PRODUCT Version.!!!
I need urgent help and I want my money back!!!!!!!!!!

Actually, you can talk to them. Just not quite how you would expect to. ( I JUST got off the phone with them myself )
Call the main sales line at 1-800-585-0774 ( I know, it makes no sense since it's a sales line, but bear with me ) and listen to the options. They'll tell you the sales folks won't be able to help you with support related issues, but keep listening. You'll hear the options given that will allow you to talk to the support folks.
When I called there was about a twenty minute wait, but they'll allow you to input a callback number and your name so you don't have to sit on the line the whole time.
I got the call and worked with them to resolve my account issue. ( Which ended up being totally my fault )

Installer failed to initialize. Please download Adobe Support Advisor to detect the problem.

My PC got infected with virus and i was using avast, intead of repairing the files it deleted them. so i had to reinstall most of the softwares. but for photoshop i had to use "adobe creative suite cleaner tool" and "adobe support advisor", but though i get this error "Installer failed to initialize. Please download Adobe Support Advisor to detect the problem." WHAT SHOULD I DO NOW?
[edited by host]

Two things to try. Try another browser, if you used Firefox try IE9, or chrome, or whatever. Sometimes just trying it again might work as server was busy or there was a gllitch in connection.
Good luck.

Adobe support is hopeless, there must be a better way, if not it might be better to get a different movie program. is anyone having the same problem?

adobe support is hopeless, there must be a better way, if not it might be better to get a different movie program. is anyone having the same problem?

This is like buying a GM car and being told to talk to otherGM customers on how to fix your car yourself. It it the blind leading the blind. I have wasted many days and weeks because I cannot find solutions. I have rarely gotten a solution from any similar forum, and more often been told by other members that I should buy what they have or that I should not want to make this or that type a disc, etc., and rarely a suggestion that is useful.

I was at 30% on the arvato downloader and it messed up, suddenly sent a error message and said "download canot continue, plese contact adobe support" I have been sitting here for 2 hours dowloading. I am upset. I didnt pay over 100 bucs not to be able to

I was at 30% on the arvato downloader and it messed up, suddenly sent a error message and said "download canot continue, plese contact adobe support" I have been sitting here for 2 hours dowloading. I am upset. I didnt pay over 100 bucs not to be able to use it. I have customers waiting!! what do I do???

You can have direct download from this link:
<Download Photoshop Elements products | 13, 12, 11, 10>
Make sure you select the correct version for your operating system. You also need to have a reasonably faster reliable Internet connection.
Good luck.
elemntsmessup=upset wrote:
I was at 30% on the arvato downloader and it messed up, suddenly sent a error message and said "download canot continue, plese contact adobe support" I have been sitting here for 2 hours dowloading. I am upset. I didnt pay over 100 bucs not to be able to use it. I have customers waiting!! what do I do???

Adobe Support Disaster

Hi folks,
I attempted to get phone support for Flexbuilder 2 this
morning, to fix the problem I've logged here in this forum called
"Debug and Run buttons on Flexbuilder IDE don't work". I spent 45
minutes on the phone, talked to EIGHT people, all of whom asked for
name, phone number and customer number. Person #3 told me I could
get phone support on FB2 for $39/incident. Person #8 told me
per-incident support is not available for FB2. Person #3 also told
me I could buy a gold or platinum contract, but it would take a
couple of weeks for the California office to "approval my
application for support". Guy #5 kept asking me if my serial number
was "registered", so I asked him (since I don't know) "what does
registration mean?". 3rd time round he hung up on me and transfered
me to #4.
I'm involved in an enterprise development project, and the
broken debugger is a critical problem for me. I don't have two
weeks to wait around for some pompous approval process to be
completed. In fact, I've been in this game for 25 years, worked on
many, many platforms, and never once run into such a rediculous
process.
So if anyone has suggestions on how to get immediate support
for FB2, please pass them along - if, of course, Adobe doesn't
delete this somewhat unflattering post. I'll have a hard time
recommending flex/fb2 for enterprise development next time around
if I can't get this cured.
And if anyone knows how to cure my debugger woes, I would be
greatful for suggestions.
ws

timtro wrote:
The gist of the principal one seems to be "It is not our software, stupid. It is your system."
The "system" worked fine for CS4, CS5, CS5.5, Edius 6.5 and everything else. The problem was that after the "update", Premiere CS6 locked up on renders, CS6 Media Encoder stopped working after about 30 seconds and CS6 Encore could not complete a DVD without a brand new "hardware" error ... all appearing after the most recent updates. That's not "my system", that's Adobe software. When Adobe Support replaced the video driver that stopped working because it was not done correctly and Nvidia had to repair the damage.
As to the language, it's like they are not paying attention. In a chat session I said that errors had appeared during the rendering process and their reply was "I understand you are having trouble installing the program". Not even close!
It is also clear that they do NOT adequately understand the software. They simply read from a database of "solutions". Watch in the chat and you will find word-for-word the same replies to the same keywords.
Which is precisely my point! So why take it issue with me? Like most Adobe users, I have been burned by their "support". I do not recall it being much better before it was out-sourced, either.

Will Adobe support Authorware?

One of my concerns is that Adobe has switched over
all the other Macromeidia products to the Adobe branding but not
Authorware. My concern is Authorware is going to be phased out. My
concerns are amplified by the poor support provided by Adobe of
Authorware now that the support functions ar combined. Her is my
story: I created at web issue on line. I will admit I did this
right around the transition of closing the Macromedia support. My
issue was upgrading from Authorware 6.5 to 7.0. It took three weeks
to get a responce. I was very patient. Finally it was determined I
needed to talk with a support person by phone to unlock the
software. I called the ohone number and the support person was
clearly not on US soil and we had difficulty communicating. I was
patient. I am upgrading from 6.5 to 7.0 and the upgrade box clearly
said only will upgrade from 6.5 but this person tried a 6.0 unlock
number. Then I was refrered to the "more highly trained" technical
people. I had to call again while at work and spend 2 hours on the
phone where they again kept using a 6.0 unlock number. I also was
talking to someone not on USA soil. The final conclusion was,
"sorry I can't unlock" and that I should return the software and
buy "Flash instead because it is the same software." Here I became
frustrated. I was astounuded that her was Adobe support and they
could not unlock there own software (I think because they did not
understand the difference between 6.5 and 6.0) and did not even
know there own software (Authorware is not the same as Flash).. I
did not express anger but I felt was reasonable to ask to speak to
a supervisor. A this point I was put on hold for an hour. I hung up
and called back. I did not want to be put on hold. The person was
kind and said thye would take myphone number and the supervisor
would call me back the next day. It is four days later and no one
has called me back. I do not call this good support. I guess the
only alternative is to return the software and not use Adobe
software anymore because they do not support their software.

Use Silverlight 1.0/2.0
Get a book on Silverlight or just visit
http://silverlight.net/learn
and learn at your own pace.
You will need
http://www.microsoft.com/expression/products/overview.aspx?key=blend
(Microsoft Expression Blend)
and
http://www.microsoft.com/express/download/
(Visual Studio 2008 Express
editions are free)
Best Regards,
Apurva
"Wrenhaven" <[email protected]> wrote in
message
news:[email protected]...
>
One of my concerns is that Adobe has switched over
all the
> other
> Macromeidia products to the Adobe branding but not
Authorware. My concern
> is
> Authorware is going to be phased out. My concerns are
amplified by the
> poor
> support provided by Adobe of Authorware now that the
support functions ar
> combined. Her is my story: I created at web issue on
line. I will admit
> I did
> this right around the transition of closing the
Macromedia support. My
> issue
> was upgrading from Authorware 6.5 to 7.0. It took three
weeks to get a
> responce. I was very patient. Finally it was determined
I needed to talk
> with
> a support person by phone to unlock the software. I
called the ohone
> number
> and the support person was clearly not on US soil and we
had difficulty
> communicating. I was patient. I am upgrading from 6.5 to
7.0 and the
> upgrade
> box clearly said only will upgrade from 6.5 but this
person tried a 6.0
> unlock
> number. Then I was refrered to the "more highly trained"
technical
> people. I
> had to call again while at work and spend 2 hours on the
phone where they
> again
> kept using a 6.0 unlock number. I also was talking to
someone not on USA
> soil.
> The final conclusion was, "sorry I can't unlock" and
that I should return
> the
> software and buy "Flash instead because it is the same
software." Here I
> became frustrated. I was astounuded that her was Adobe
support and they
> could
> not unlock there own software (I think because they did
not understand the
> difference between 6.5 and 6.0) and did not even know
there own software
> (Authorware is not the same as Flash).. I did not
express anger but I
> felt was
> reasonable to ask to speak to a supervisor. A this point
I was put on
> hold for
> an hour. I hung up and called back. I did not want to be
put on hold.
> The
> person was kind and said thye would take myphone number
and the supervisor
> would call me back the next day. It is four days later
and no one has
> called
> me back. I do not call this good support. I guess the
only alternative
> is to
> return the software and not use Adobe software anymore
because they do not
> support their software.
>

My software stops downloading at 50% and then tells me to contact adobe support if it keeps happening.

My software stops downloading at 50% and then tells me to contact adobe support if it keeps happening.

is that a download or installation message?
if download, use a different browser and/or a different wired connection and/or a download manager of download from prodesigntools.com

Problems with Adobe account and Adobe support!

We bought in December 2012 "Creative Cloud for teams" (10 licenses).
I have since started our problems with support Adobe that continue today: (
1. We do not receive invoices by e-mail - every month we have to ask several times adobe support on the current invoice and then wait for it a few weeks!
2. We receive e-mail confirmation with errors - confirmation of transactions on a credit card that we receive by e-mail are wrong - no part of the information.
3. No confirmation on Adobe account - on account do not have Adobe confirmation of financial operations for the month.
4. No information about the subscription on Adobe account - There is no information about subscriptions purchased
We contact every few days with Adobe and get the standard answer "please wait 2-3 business days..." ..... and nothing.
Adobe... why you're doing jokes about the business customer?

Ehhh...
Every company in Poland who buys a service or product Adobe need VAT invoice (
required document).
I have in my Adobe account information only payments for the month of December.
For this month I print the invoice (screenshot below).
But unfortunately there is no information on payments for the next month - a technical error Adobe account!
My friend also has a company and subscription and have all the information in Adobe account (screenshot below).

MY CC SUBSCRIPTION HAS BEEN SHUTDOWN – TOLD PAID BY ADOBE SUPPORT - UNABLE TO WORK

I am currently shut down by Adobe. I can't use any products on the Creative Cloud. Adobe has had a gun to my head for the past 7 days and just pulled the trigger. I am currently unable to work. I have used 3 credit cards with Adobe on this account and all have failed at some time over the years that creative cloud has been in existence with one having to be terminated because of the hack issue. I've spent 3 days with Adobe support this week and now I'm on my fourth day of several hours each day trying to get this solved. It started on December 12th when my auto payment wasn't accepted and I received an email to please update my payment information. I checked and nothing had changed and just re-entered the same correct information. The cloud apps still worked but I was getting the dreaded countdown timer. On December 15th I had 27 Days left. On December 15th on another machine I had 26 Days left. On December 16th, I didn't get the countdown timer on any machines. On December 17th, I had 25 days left. Then after speaking on the 4th day with Adobe Support (800-833-6687) and being assured that everything is fine, ignore the timer, your payment has gone through and been accepted, I received an email from Adobe Creative Cloud that my Creative Cloud membership has transitioned from Paid to Free. What happened to the 25 days I had 4 hours ago? That made me have to call Adobe Support again that day and listen to another agent (names are available if needed) tell me that everything is fine your payment has gone through ignore all emails and messages. I will check back with you tomorrow to make sure all is ok.
December 18th - TODAY MY CREATIVE CLOUD ACCESS HAS BEEN SHUT DOWN. That means none of the Adobe applications will work. All that happens is the Application Manager opens with the countdown timer two big red 00's saying "Please Check Your Billing Info." anytime I try to open an Adobe application This means nothing works. I can't perform any business design functions. NO ACCESS TO CLIENT FILES ON THE CLOUD. Supposedly you have 30 days to take care of billing problems. I went from 25 days to 0 days in one day. Shutdown. The Adobe Customer Service Agent has not called back yet today. By the way my bank paid Adobe $53.14 on December 15th. Adobe also charged a temporary authorization on December 17th of $1.00. It's very hard to keep my true feelings suppressed about the past 6 days events.
Thanks for the special holiday present Adobe.

This is an open forum with a mix of program users and Adobe staff, not Adobe support... you need Adobe support
Adobe contact information - http://helpx.adobe.com/contact.html may help
-Select your product and what you need help with
-Click on the blue box "Still need help? Contact us"

How do I export HDR photos made on Photoshop CS5 onto a flashdrive so I can use them on a window machine for commercial purposes. Adobe support claims it is a apple problem not theirs. PS the other window machine doesn't have Photoshop cs 5 installed?

Hi, How do I export HDR photos made on a macpro with photoshop cs5 onto a flashdrive so they can be imported correctly into a windows machine that doesn't have photoshop installed on it? Already exported to a HP flashdrive but they do not even show up on a windows machine. Need that capabillity since this is for commercial printing. My wife's mac laptop only shows 3/4 of the picture the rest is grayed out. Adobe support claims it is a Apple problem. Love the finger pointing and hold me blameless atitude on their part. Told them creating a picture should be like gas that can be used in anybody's car, just not their Adobe equipped ferrari. Do I need to convert the file struture so it can be read by the window machine? How would I do that ? Any comments appreciated. Doug

I certainly wouldn't expect to read native PS CS5 files with all features intact and supported on a machine that doesn't have CS5 installed. Try saving the files as flattened (no layers) TIFFs before moving them to the flash drive and trying to open them on the Windoze box.

Adobe Connect dropouts talking to Adobe Support in India

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