Adobe help forums

Does anyone know how to post a thread in adobe help forums? I can log in, and read the threads, but there is no option to make a new thread or reply to any discussions. I try to login again, which should bring up a page which asks for your screen name. But it never comes up, it just redirects forever. i have tried phoning adobe, but this is time consuming and expensive, they just tell you leave the website and wait ten minutes, then log back in. but I have waited for two weeks now, and i still can't post a thread.

Whenever I log in, the 'new' option icon, does not appear. Nor does the profile icon with 'welcome, Clare', but the "welcome, Clare" appears at the top far right of the screen with no profile icon, or "new" icon button.
Well, i did sign into adobe, to take a screen shot, of what i am getting, to help explain to you. But the forums are now closed for maintenance; as they are updating the forums website. I wonder if this means, i will soon be able to post a new thread?? I do hope so!! Also I am from the UK. So this might be part of the problem?

Similar Messages

Links Pallet Missing. Adobe Help Line baffled.

A day killed on the Adobe Help Line and no hope in sight. The Links Pallet is AWOL and Adobe tech support can't find it.
Originally the problem was an error when trying to export a 275 page book to idml format as something was going wrong with the minor panic of losing months worth of work. It kept crashing InDesign CS5 on Win-7 64 Pro.
In three very long calls over the period of the day, creating new ID's, wiping out all sorts of stuff, including a reinstall of just ID, the Adobe help line finally had us permanently deregister the Suite, remove the whole suite, clean everything with a piece of code they recommended, and reinstall. It was a clean install. Adobe Creative Suite 5 Master Collection on two DVDs, selected to install every option that had a check box - take a lunch break while it does its thing. Then updated to the latest code for InDesign (7.0.4) and Photoshop (all three check boxes) since those are the only two we generally use. We went through all the drills such as trashing to preferences, and so on. All the ID extensions are checked as well. When all was said and done, the file still crashed the system, suggesting the problem was a corrupt file. Time to go to plan B...
We managed to find an older version idml copy that could be updated using draft printouts, and patched our way back to sanity only to discover that none of the images were linked, and when we went to fix this using the link pallet, it was not there. No link panel, not on the /window drop down, not anywhere. We finally relinked the images by using the Package "Repair All". However, one image was RGB, and when we right clicked to edit in orginal (Photoshop), there was no such option anymore. The tech support guy at Adobe was baffled (politely).
Somehow an awful lot of features related to images have vanished in this futile attempt to fix another problem. We are now worse off than we were this morning.
We figure there is some sort of switch somewhere, that Adobe tech should know, but their help line seems to be staffed by people whose solution is to delete everything and start over. When that failed to work, they said they will call back, but by the time we rang them back they were closed.
Has anyone either had this happen, or know what might be causing it? Links is an important feature, and without it, we might as well go back to CS-4...
Hmmm, good thought, let's try it. Just tried it before hitting Post Message, saving the file as IDML, but before it would open, the old ID-CS4 crashed with an error "Failed to open plugin resources: PARAGRAPH COMPOSER.RPLN" argh! (Don't let this one distract the question... all we want to know is how to find the Links Pallet on ID-CS5 v 7.0.4)

lewenz wrote:
We are writing this saga in hopes someone in management at Adobe may actually read it and make some changes to their company. While they may think they save money farming their support out to a call centre in India, they have chosen the wrong centre, or their quality control is bad. While their hourly costs may be lower than running support out of their home office, we suggest Adobe is paying more because the call centre takes so much time, and creates so many new problems. In fact, we do wonder if the reason the call centre people are so polite and constantly repeating and apologising is not cultural, but so they can keep the meter running longer. Memo to Adobe: You are being ripped off. Even if you don't care about your customers, your too-smart cost-cutters are losing you money. Better to provide high-quality tech support that knows what is wrong and finds the solution in minutes than wasting hours and days as happens now.
It turns out that the support rep at Adobe gave us bad information and was about to propose more bad answers had we not become stroppy and demanded to speak to someone more competent. The support technician's next step was for us to:
Load ID CS5 on another windows PC
If the software worked on that PC either call Microsoft (yeah right) or
Delete and reinstall Windows 7 Pro
They did not volunteer any more than step 1, but having lost patience with their erroneous advice in the prior round, we pressed for what they would recommend next, since in fact the CS5 products had been working fine on the main desktop until they started telling us to start deleting and reinstalling things. On a complex multi-application computer, deleting and reinstalling Windows is not a simple matter, it usually results in downtime of three days and invariably important programs are reset, losing customisation that has been done over time. Our team concluded that rather than do this, if there was no other solution, we would trash CS5 and either go back to CS4 or purchase an Apple desktop solely to handle InDesign. Therefore, instead of continuing down this line of blind nonsense, we demanded to speak to someone who spoke better English, had a better phone connection and knew more than to tell us to keep damaging our systems.
Finally, we got a call back from a more informed 1st tier support rep who goes by the nickname Sonny. For some reason the connection was far better, and we could understand every word of his much better English. It turns out that the Adobe support rep had walked us through the delete and recovery procedure and omitted a key step. This was only learned by pressing Sonny hard, until he realised the missing step. The prior rep walked us through the following support process and only told us to call back after we had begun step 5.
Deactivate the CS5 Master Collection,
Download and Unzip Creative Suite Cleaner Tool
Create a new User ID with Administrator Level authority and sign on to it
Close all programs and run the Cleaner Tool
Reinstall CS5
Download the updates (which is a problem when one is on a 10gb cap broadband plan)
Of course, this did not fix the problem we had called about (manuscript kept crashing ID), but additionally the Links Pallet was completely missing as was the Edit Original right click function which made managing images in a manuscript impossible.
When we reviewed this with Sonny, he finally identified the missing step. Before Step 4, running the Cleaner Tool, run the Microsoft Control Panel Uninstall Program to remove all the programs. Then run the cleaner tool to find files that Microsoft missed. Finally, after Step 4, add an additional step of manually looking at the files using File Manager to make sure all files were cleaned out and gone. When all this is done, go to Step 5 reboot and reinstall.
Well the reboot took about 15 minutes as all sorts of orphan files came up, but when all was reinstalled, the InDesign functioned as it was supposed to function. The links pallet and edit orginal image was back where they belonged.
The only thing we discovered is that when we went to email, eleven years worth of emails had vanished. We are now in correspondence with the email support team (thankfully, we use a commercial product, not a free one) to see if these can be recovered. It appears the Cleaner cleaned out more than Adobe. Oops, sorry about that. Argh!
So what have we learned?
The original problem appears to have been a corrupted file. Since this was a 275 page manuscript, it was not something that could easily be given up. We called Adobe hoping to figure out why the application program was crashing. This was never answered. It would crash when we ran spell check and it would crash when we tried to export it to an IDML file. This is a deficiency in the Adobe product that it allows this. Adobe never addressed this, or identified this.
It was only when we started doing our own trouble shooting while waiting for Adobe to call back after they trashed the delete and restore application, that we realised we were being supported by ignorant technicians who appear to have little understanding of their products, very poor communications technology (it's hard to understand them due to a low quality line and in some cases a strong Indian accent), and whose "solutions" were to remove and reinstall their products. In this solution approach, the support technicians don't always get the steps right, with the outcome that the "solution" does not work.
At this point, we realised we were in worse shape than when we made the original call. So we searched our files to find the most recent IDML backup that did work, imported it and then took pdf printouts to re-enter all the changes to the manuscript since that backup was made. We hope we located all the differences between the two drafts. This of course is a manual process and what we sought to avoid by calling Adobe in the first place, but we realised that the Adobe support was going to take more time than clerical re-work. Thus we ended up with a repaired manuscript - no thanks to Adobe, and a newly defective application program where their next "solution: was to trash the operating system.
At no time did the technician ask the key questions to review what they might have done or not done that could have caused the problem. In other words, Adobe does not run a technical support line, but a trash and rebuild line. They waste hours of their own call centre time, not to mention the client time, creating further problems, call centre hours that we presume Adobe must pay for.
That we must listen very carefully to what the technician says back, since over 50% of the time, they do not understand. When the record is read back, it is wrong (they wrote down that ID crashed on opening... never true).
That it is not impolite to ask them to stop wasting time with very long apologies as the opening of every sentence.
That it is essential that you have the customer identity information in the right order, so they do not spend 10 minutes verifying who you are.
That it is not impolite to tell them to stop filling the air with nonsense and either answer the questions or get someone who can.
That it is not inappropriate to threaten to document the call and file a formal complaint with Adobe.
So for anyone who uses Adobe Help:
Demand someone who can speak clear English on a clear phone connection. Write down their name and location so they can be tracked.
Write down every step they propose and ask what is the next step if it fails to achieve the desired outcome.
Demand that each step be written down in their documentation as well.
Demand to know every custom file such as preferences and language dictionaries and their location. Make copies outside of Adobe so the cleaner file does not delete them. A folder on the desktop is the safest.
When it becomes clear the technician does not have a clue what they are doing, demand to speak to their boss.
Document every step here on this forum, so when they ask how they did, refer them to the public record.
Thanks to Peter Spier and Jongware for their attempts at solutions. Turned out it was a corrupt file that would have been a disaster had we not made backups and a defective Adobe technical support system that threated to trash our whole operation.
Bravo for persisting, insisting, asserting, relying on your own intelligence as you realized you were being not only ill-served, but wrongly-served and unforgivably-destructively-served. Sorry to hear how your own civility kept you from acting protectively sooner.
I agree about escalating cases to the highest-level support manager ASAP as you discover incompetent support. I've written about this in a few posts that you can find with this Google search link: InDesign knowhow pro escalate support. I usually offer "I don't mean to be rude, but if you're not expert with this issue..." or I substitute "...aren't able to read the case notes and have expertise," and similar phrases, THEN I PRESS FOR ESCALATION, EVEN IF I NEED TO BE RUDE TO GET IT.
However, with the increasing complexity of the stuff we use, and, as in your example, it takes a few days to rebuild a system, don't be lulled by the concurrent increased confidence you get from smarter hardware and software. I suggest cloning working systems for backups in disasters like you're reporting. Don't overwrite stored clone backups with unproven current systems that may have unbeknownst to you just gone bad. Consider virtual software like VMware Fusion or Parallels, even if you're committed to Windows; you can install one or more virtual Windows systems on a real Windows system, make snapshots and revert to them if needed. I think these are more robust than Windows Restore Points, because snapshots track everything done on the virtual drive, whereas restore points only undo the Registry, IIRC, so corrupted user files remain corrupt, lost files remain lost.
IOW, practice safe computing.
I heard of a business professional who sued his doctor for time lost when he was kept waiting for an extremely long period with no explanation, offer to reschedule, etc. (IOW, he got "airline treatment.") Whether he collected isn't the point so much as the recognition of the concept, and the corresponding smart pro-customer-service steps taken across many industries and companies. Whether defensive or pro-active, better customer service is better for everyone in chain of relationships.
HTH
Regards,
Peter
Peter Gold
KnowHow ProServices

Censorship on Adobe ColdFusion forums - Open letter to the management of the Adobe ColdFusion forums

This is reproduced from its original location at http://cfmlblog.adamcameron.me/2013/06/censorship-on-adobe-coldfusion-forums.html; it is also posted on the relevant ColdFusion forum. Apologies for the cross-post, but the two forums have different membership, and I think it's relevant to both.
Open letter to the management of the Adobe ColdFusion forums
(I do not know how to contact you, but I will try to find out and send this to you directly as well, as a courtesy).
Hi.
I am a veteran user of your ColdFusion support forums. Over the last decade or so I have been visiting the site daily (indeed several times a day: I get notified when any post is made on any of your ColdFusion-centric forums), and answering as many of people's questions as I can. For the last few years it's been via the web UI so you can go check my participation, but prior to that I was using the forums via NNTP, and my participation during that period is less easy to quantify, but it's to the tune of a few thousand posts / answers to people's questions. I consider myself an asset to the forums, and the ColdFusion community. I mean this just as "for the record", rather than any attempt to inflate any sense of my worth.
However as of today - unless you take remedial action as I will go on to detail - I will be surrendering my membership of your forums, and ceasing all attempts to assist people there.
Why am I considering doing this? Well firstly I will reproduce a thread from your forums, then I will discuss it. Where possibly the quoted material below is as it was initially posted, and if it's not exactly as originally presented, this is an accident on my part. I have highlighted some points I wish to discuss with you, simply for ease of cross-reference.
I have confirmed with Jason Dean (12Robots) that is happy for me to quote him here. I did not attempt to contact the other participant: "grazan".
Below is a chronological reproduction of the thread (in its original form, anyhow):
cold fusion 9 500 Internal server error.
created by grazan
all of a sudden none of our cfm web pages work on a windows 8 server running iis 7 .... the
server shows no errors in the event viewer .... occasionally functionality comes back w/o doing
anything ...... cold fusion did have all the hotfixes updated a few months ago but i cant get to
the admin page to give what the version is
thxs
created by 12Robots
First, ColdFusion is one word.
Second, what is a WIndows 8 server?
Third, and most important, you have provided ZERO detail. We can't help you if you don't provide something other than "none of our cfm web pages work". ColdFusion has logs (<coldfusionDir>/logs) JRun has logs (<coldfusionDir>/runtime/logs). Even if the Windows event viewer shows nothing, there should be info in those log files about what is going on.
Good luck,
Jason
created by grazan
YOU KNOW JASON YOUR A FRICKING IDIOT ......
I DIDNT REALIZE THIS WAS A GRAMMATICALLY CORREDCT FORUM ...
THANKS FOR NO HELP
created by 12Robots
*you're
jason
created by Adam Cameron
Hahahahaha. Nice.
Adam
created by Adam Cameron
Well if you got over your misplaced indignation for a moment, let's see:
ColdFusion is what people will google for, so in the spirit of helping others who might have the same question as you later on, spelling it right will help the community.
Jason's observation that you give us absolutely nothing to go on so it's basically impossible to help you is a fairly poignant observation, right? You do want help? Right, so here's some suggestions:
Articulate your issue clearly, with sufficient detail that we can help you. Read this:
http://www.catb.org/esr/faqs/smartquestions.html
Secondly... being rude to someone like Jason who really is one of the most helpful people on
these forums is a pretty stupid idea. And just serves to make you look a bit of a dick. Esp. with the caps lock on.
But anyway, let's call that a false start. Give us the details of your issue, and we'll try to help.
Cheers.
Adam
At this point, the moderator started redacting earlier messages, as detailed below:
Redacted version of earlier message:
created by 12Robots
First, [Jason, please see forum guidelines]
[rest of message as above]
Redacted version of earlier message:
created by grazan
[please see forum guidelines]
Redacted version of earlier message:
created by Adam Cameron
Entire message redacted
Redacted version of earlier message:
created by Adam Cameron
[unnecessary comments removed - Adam please see forum guidelines]
Give us the details of your issue, and we'll try to help.
Cheers.
Adam
And now back to the live thread:
created by 12Robots
Forum admin,
You censored the comment "ColdFusion is one word"? Seriously?
I didn't realize that suggesting that someone spell the name of the product correctly was against the forum guidelines. I guess I could go look it up, but I will just unsubscribe and help out at Stack Overflow instead.
Good luck,
Jason
created by Adam Cameron
Please see how much I used to help out on these forums.
I'm outa here, but not before I complain about your dictatorial behaviour.
Censorial nazi idiot.
[The entire message above has now been redacted].
That's the end of the relevant part of the thread.
Clearly I wish to speak to you about this censorship your moderator is choosing to undertake.
Firstly, let me say that I understand the perception that forums require moderation. Personally I think this position is of dubious merit, but so be it: it's a common practice. And I generally understand when I see things that have been moderated, or when a moderator step in and advises that they consider someone's wording contravenes forum guideline. I understand all this.
However.
I think the behaviour of your moderator in this situation is unacceptable. Let me elaborate.
Firstly, The highlighted comment of Jason's was removed. This comment stated - correctly - that the correct spelling of ColdFusion is as one word, as per his guidance. This comment was censored/redacted by your moderator. For the life of me, applying my most "socially modest" mindset, I cannot see what was wrong with Jason's comment, and why it needed any follow-up on any description. It was accurate advice.
The original poster's response to Jason was indeed a bit gratuitous, but - really - so what? No-one is taking offence here, and there's nothing anyone reasonable could take offence at. The person is just being a bit childish in their response. And, I hasten to add, at their own expense, I think. I see not reason to have redacted what they said.
We now come to my responses. One entire response I made was redacted (I've only just noticed this, whilst proofreading this letter). A number of tracts was redacted from my own initial post on the thread. Here I was simply explaining why Jason said what he did, and why it's good advice. And it was good advice. Your moderator here has removed both good advice, and an explanation as to why it was good advice. Again, I cannot fathom why your moderator has done this.
Following on from this I back-up Jason's assertion that the original post was inadequate on detail for us to help. This too is accurate. I reiterated this to try to make the origial poster see that Jason wasn't simply being unhelpful - to the contrary - pointing out we need more information before we can help is very good initial advice here. Advice that has now been deleted.
Next is some slightly contentious wording on my part, I suppose... at least if one doesn't actually read what I say, instead simply zooming in on one word and assessing it out of context. I pointed out that being abusive and writing in all-caps is unnecessary, and makes the person look like a dick. Note I didn't say the person was a dick (that would be abuse... very mild though), I was saying that given the behaviour the person was engaging in, they could be perceived that way. Which is... accurate. And saying someone is a dick and suggesting they could be perceived as a dick are two different things. One is ad hominem attack (bad), one is simply an observation / guidance (not bad).
At this point Jason drew my attention to this censorship going on. And this is another thing that I think is inappropriate on the part of the moderator. I have little problem with them thinking that content on this thread needs censorship (whilst they are wrong, they are entitled to their opinion), to silently and anonymously redact people's posts is an inappropriate - and to be frank cowardly - handling of this situation. If the moderator has an issue with something written on the forums, the courteous and professional thing to do would be to advise the participants that they have overstepped. This would give us a chance to remediate the situation, or to simply disagree. Simply excising someone's work - because this is volunteer work we are engaging in here - is unacceptable.
If anything ought to have been censored from the thread it was my last comment. Whilst it was accurate, I did use harsh sentiment, I accept this. However in the given situation, I don't think I have been the most out-of-line participant in proceedings.
I would like you to remediate this situation, and here is how I would like you to do it.
Restore Jason's original post. There was no reason to censor it.
Restore grazan's all-caps post. It was doing no harm.
Restore my second post (not the one laughing at Jason's joke, the longer one I discuss above). Again, useful and accurate information was removed from this post, and there was simply no reason to have had done so.
You can leave my last comment redacted. Fair enough. Whilst I stand by what I said, it is unhelpful in the context of the thread.
I also want the moderator to be censured, and I would like them to apologise for their behaviour, by posting on that thread explaining that they understand their behaviour was inappropriate and unacceptable.
If they are a community volunteer, they should be dismissed from their position. They are clearly not capable of fulfilling this role in a professional, well-balanced manner.
If they are an Adobe staff person, then the censure will have to be sufficient, although I think they should be relieved from their duties as a forum moderator, as they are not up to the task at hand.
Talk to your other moderators and advise them they need to act with a sense of balance and professionalism when moderating the forums.
In return, I will continue my participation on the forums, and continue to help the ColdFusion community members where I can, in the spirit of goodwill and co-operation. I will also try to convince Jason to do the same.
If you cannot see right to resolve this situation appropriate, I will surrender my membership of the forums and cease helping your community.
You can reply to me either via a comment against this post, or via email ([email protected]). That said, see the caveats in my communications policy: I reserve the right to publish any communications on this topic as I see fit (within the bounds of common sense).
Thanks for your time.
Adam Cameron

Adam,
Comments from a kindred spirit...
I suggest you take a breather and go do something else for a few days or weeks. Don't stomp your feet and say "I'm done for good, I won't be back", because like it or not, some of the reason you're here is to benefit YOU, and if you do go cold turkey you'll miss that benefit.
In other words, "never say never".
Like you, I have been extremely frustrated by the running of the forum from time to time as well. Sometimes it's the quality of the forum software, sometimes it's the mix of other immature people who comment, sometimes it's just me. Usually it's not the moderation or actual running of the forum, but I do understand where you're coming from.
I have benefited greatly on several occasions just by taking a vacation from forum participation.
We all have to understand two things:
1. We're able to communicate here by the good graces of Adobe, who are first and foremost a business, trying to achieve their business goals. They'd rather not upset all the idiots, because unfortunately idiots have money to spend too.
2. Nobody's perfect.
I'm not sure about the specifics, but the moderators are generally also volunteers. See item 2 above.
Hope you don't choose to stop contributing to the community, as no matter what, your contribution is good for the world.
-Noel

PS CS6 keeps opening Adobe Help in browser & crashes

Photoshop CS6 keeps opening Adobe Help in browser - crashes and takes OS with it.
Bug frequently reappears in Layer Options and in Color Picker.
I keep getting this bug (and many others) for years. I did report it about a year ago. It's incredibly irresponsible from Adobe not the correct this. I had a crash just 10 mins ago, it wiped out 2 hours of work.
I'm a CC subscriber and I have the issue on two different PCs (home and office) with Windows7.
If you have this issue, please reply to this topic. Adobe must see the masses reporting this issue here too.

I have the same problem when using layer styles, Adobe said they fixed it here: http://forums.adobe.com/message/5697913
But I am using the latest CC and it's still happening to me.
Update: I did manage to save my work by going to the photoshop window and very quickly hitting escape to close the dialog box for layer styles. After that I was able to save my work without any more help pages opening.

Where is Adobe help?????

Very unhappy with adobe help.   All i want is to reset my adobe ID as the original email address (becomes my ID) was wrong (the 'dot' was missing between my first and last name).   So photoshop allways starts with the pop-up box saying it will sign me in with my adobe ID (my email address -which is 'wrong' as the 'dot' is missing).   So it will not connect.
I was able to go to adobe web site directly and enter a 'secondary' email -which is my correct email (with the 'dot' between my name). But this does not alter the photoshot 'pop-up box' saying it wants to sign-in with the original ID -that is with my email as reading 'wrong' (the dot missing). It wont say it wants to sign me in with the secondary (correct) email address.
A long string of 'chat' with adobe on line help, and being transferred between three people, has now cost me nearly 3 hours at work.....and I have many other things to do, images to edit, and I have missed a meeting about chemicals we have on site....   This is rediculous!! the Chat person cut me off by ending the conversation because I had to go and clear our printer, and tend to a person who came into the office wanting his training history from his personnel files.... I was quick, not even 2 minutes, and taking into account I am at work and have other things to do besides type in the chat box for extended periods.... Why cant I just call - like we used to do... get some to explain things to, and to and fro things in an instant, - I tried to get to chat again, but ended up on this forum... yet I am supposed to be off working... This is very poor method of dealing with an issue that all I want to do is open photoshop and use it to do 'some' of my work!!
What is the next step now adobe help???? Can you please fix my issue so I can edit the images that people I work with are waiting for???

Hi MarZeibig,
Please do provide a screenshot of the page if the below steps don't work.
Please sign out from Help > Sign out which you might've already done. Launch application; accept EULA and if you see your old (incorrect) adobe id, you would also see a link "Not your adobe id". Click on this link and create another (correct) adobe id of your choice and provide SN to license.
The above steps should do the job.
thanks.
~ Shefali

Erreur N° 16822 lors du téléchargement de mise à jour Adobe Help

Bonjour,
lorsque je sollicite le menu d'aide à partir de Adobe première Pro CS5 ou Photoshop CS5, le logiciel me propose de télécharger une mise à jour de Adobe Help, une fois lancé, le message "erreur n° 16822" apparait et le téléchargement échoue.
J'utilise un Mac Lion
Comment régler ce problème.
Merci de votre aide.

Bonsoir.
J'ai vu passer votre message de l'autre côté sur les forums US. Une petite recherche sur le numéro d'erreur semple partir vers des problèmes de firewall, ou peut-être de réinstallation de l'application d'aide que vous pourriez télécharger ici : http://www.adobe.com/support/chc/

Adobe Help Menu stopped working - Adobe Air installation of app is damaged

Hi,
I've had the CS5 Master Collection installed for a few days and suddenly when trying to use the "Help" Menu in InDesign, it prompted an "Adobe Air" update, and somehow in that process, all my Adobe Help Menus and "Support Center" menus won't work. Now I get an error message that says: Adobe Air: This installation of this application is damaged. Try reinstalling or contacting the publisher for assistance.
Not sure how to fix this. I uninstalled Adobe Air and then reinstalled, but it did nothing. I suspect it's the help/support application that is damaged. How can I fix this? The help menu is very...helpful.
Thanks!
Kent B

I little more searching and I found the answer. Check it out here:
http://forums.adobe.com/message/2879260#2879260

Getting an error message when trying to download Adobe - HELP

Have tried uninstalling - but that does not work either.
How can you help me?
Caryn

Caryn I have moved this discussion to the Adobe Reader forum. If you are using Adobe Acrobat please feel free to update this public discussion and I can move the discussion to the Acrobat Installation & Update Issues forum - Acrobat Installation & Update Issues.

CS6: Adobe Help Manager - PDF download/extraction error

Hi - we have received several reports through this forum that some users are encountering an issue when downloading Help reference PDFs through the Adobe Help Manager in CS6.
Problem: Although the application appears to be downloading the Help content, the application hangs during the 'extraction' phase of the process. Further, when users check in their shared documents folder, the PDF files are actually present and unzipped as expected.
Solution: the application database files and/or corrupt configuration files are likely at fault. To resolve the issue, please delete the following two directories.
Delete the following directory:
Windows: %appdata%/chc.4875E02D9FB21EE389F73B8D1702B320485DF8CE.1
Tip: To find this directory in Windows, copy the preceding phrase into the Windows Explorer file manager.
Mac OS: /[user name]/Library/Preferences/chc.4875E02D9FB21EE389F73B8D1702B320485DF8CE.1
Tip: To find this directory on Mac OSX 10.7, open the Terminal application and enter the following: "chflags nohidden ~/Library/” and execute.
And delete this directory too:
Windows : C:\Users\Public\Documents\Adobe\ (Help and PDF directories within)
Mac : \Users\Shared\Documents\Adobe (Help and PDF directories within)
Then simply restart the Help Manager and restart the download process.
The engineering team is continuing to investigate the root cause but the steps above should resovle the issue for the majority of users. Thanks for your patience while we continue to investigate.

Hi Mark
I was almost sure that this issue was related to our proxy, so I decided to trace the dialog between HelpManager and our proxy.
I used a HTTP sniffer called Charles ( demo downloadable here: http://www.charlesproxy.com/ ) to trace everything.
Bingo !
HelpManager has some problems talking with the proxy ( authentication issues ).
If you are interessed, I can mail you the log created by my sniffer to allow your engineering team to investigate.
Hereafter are some screen shots of the trace :
As you can see, it's very short :
1) the first HEAD failed (normal) : the proxy request an NTLM authentication
HEAD #1 request :
HEAD #2 answer :
2) the 2nd HEAD failed :
HelpManager did not respected the NTLM authentication method requested by our proxy !
HEAD #2 request :
HEAD #2 answer : error 403 !
3) then a POST is made :
Failed because the authentication is bad (not NTLM, as expected by our proxy)
POST request :
POST answer : error 403
4) then a GET is made on the URL :
http://www.adobe.com/support/chc/update/400/fr_FR/update.xml
This time, the authentication negotiation between HelpManager and the proxy is OK, but the last GET failed : error 404, the requested xml file is not found on your site !
GET #3 request :
GET #3 answer : error 404
Mark, I hope these informations will help your engineering team to correct this issue !
Feel free to request complementary information if needed.
Best regards,
Didier Nicolas

Adobe Help CS5 crashes on Mac

Adobe Help CS5 wants to download a newer version of Adobe Help for Mac , you press dopwnload , once done, press install, then it crashes
I have Snow Leopard X.6.3 with 32 Gb of Ram on a mac Pro, I think it's a bug?

Hi: please see the related forum (and potential fix) posted here:
http://forums.adobe.com/message/2777812

CS6 production premium wont install correctly it stalls at the adobe help files

anyone know how to fix this?

Which OS are you seeing this on and which previous versions, if any, did you have installed.
This looks related :-
http://forums.adobe.com/message/4403935
To try this you may want to take a backup instead of deleting the Adobe Help folder.
Thanks,
Himanshu

Hilfe - Adobe help pdfs

Liebe Helfer,
leider habe ich ein Problem mit der Hilfe, denn die hat keine eigne Hilfe-datei.
Das Problem ist wie folgt. Gerne hätte ich bei Adobe Help die Hilfe pdfs für alle cs5.5 Programme gespeichert. So ist zum Beispiel die Hilfe für Indesign oder Illustrator bei mir vorhanden, was bedeutet dass ich die Hilfe pdfs lesen kann ohne mit dem Internet verbunden zu sein. Das hätte ich auch gerne für alle anderen Programme auch so.
Nun habe ich schon einiges probiert, so zum Beispiel manuell bei den Voreinstellungen zu aktualisieren. Aber für Photoshop kann ich da gar nichts updaten. Wenn ich bei den Voreinstellungen bei lokalem Inhalt umschalte, dann sehe ich die pdfs per Internet ein. Aber leider gibt es nicht die schöne Funktion Ablage/ rechtsklick -speichern unter wie bei Safari. Das bedeutet also ich darf nur auf die pdfs gucken, sie aber nicht haben. Das ist wie ein Produkt gekauft zu haben aber es nur im Schaufenster angucken zu dürfen - das macht keinen Spaß!
Wo finde ich die geamten hilfe-pdfs für alle Adobe Produkte und wo muss ich sie abspeichern damit die Hilfe automatisch auf sie zugreifen kann?
Vielen Dank
p.s.
Ich habe in einem englischen Forum die gleiche Frage gesehen, vor zwei Tagen gestellt aber bisher nicht beantwortet. Vielleicht hilft man auch gleich dieser armen Person....

Wenn man AI CS6 auf Hilfe geht, öffnet sich eine Webseite und dort ist ein Link für das Manual als PDF
http://helpx.adobe.com/de/pdf/illustrator_reference.pdf
Bei InDesign ist es dann: http://helpx.adobe.com/de/pdf/indesign_reference.pdf
Photoshop: http://helpx.adobe.com/de/pdf/photoshop_reference.pdf
Wenn es bei einer Sprache nicht funktioniert, dann tauscht man den Sprachbrotkrummen de durch en aus, wie bei Dreamweaver notwendig:
http://helpx.adobe.com/en/pdf/dreamweaver_reference.pdf
Wenn Du Spanisch brauchst, dann mach es mit ES, Italienisch mit IT, etc.
Jedes der Programme ist so aufgebaut.
In CS5 ist der Pfad etwas anders, aber im Prinzip folgt es dem selben System.

Adobe Helper for Ps CS6 Extended (OSX Lion)

I don't know if that was just me or not. You gotta to be kidding when I saw all legacy helper info still sitting inside Adobe Helper.
I was out of my curious running Adobe Helper from Adobe Photoshop CS6 Extended. My goodness gracious, what is Adobe thinking?
This should haven't released much sooner. Adobe Helper itself is a messy helper app, it included legacy Master Collection CS5.5 apps along with the latest Master Collection apps CS6.
I don't want to see all of CS5.5 helper files sitting in Adobe Helper.
Where can I submit this feedback/bug?
Adobe Helper team should ought to be shame of themselves in this situation.
Anyone know any workaround solution to get rid all of legacy helper files? Please explain the steps in layman's terms.
Thanks in advance.

The help files are for multiple versions, to be more discoverable through a web search.
There is a dedicated forum for the Adobe Help Manager/Community help application: http://forums.adobe.com/community/creativesuites/communityhelp
Look at this document for more info about the changes: http://helpx.adobe.com/x-productkb/global/community-help.html

Erreur 16822 téléchargement mise a jour Adobe Help

j'essaie de télécharger la mise à jour d'Adobbe Help et j'ai un message d'erreur n°16822
merci de votre aide.
i try to down load Adobe Help, but i've an error message N° 16822
Thank's for your help
Message was edited by: georges&dominique

Je ne suis pas à trouver quelque chose de précis sur ce message d'erreur. Quelle application Adobe vous essayez d'accéder à l'aide d'? Utilisez-vous un pare-feu logiciel ou un certain type de réseau géré? Aussi, si vous pouvez s'il vous plaît répondre en anglais, il serait apprécié que ce forum est l'anglais. Vous êtes également invités à poster sur notre forum international à http://forums.adobe.com/community/international_forums.
I am not finding anything specific on that error message. Which Adobe application are you trying to access the help for? Are you using a software firewall or some type of managed network? Also if you can please respond in English it would be appreciated as this is an English forum. You are also welcome to post in our International forum at http://forums.adobe.com/community/international_forums.

Adobe Help Manager

Has anyone found a way to bypass the need to use Adobe Help Manager to download the PDF help files? I've wasted far too much time trying to get this to work.

Adobe Community Help manager pretty much doesn't work. And it doesn't help that with some applications, Adobe has not made PDF versions of the help files.
See this discussion for what I did to get the Help files to run locally.
http://forums.adobe.com/message/5594699#5594699
What makes this even funnier is that some help is avilable online as HTML. Now look to the right of this page where you can view this conversation as PDF.

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