Case #0182844369 : faults with version 5.5 but who do I talk to?

Question

Hiya
I have had extensive help from your support - but they still have not found the reason for the problem.
See the case notes at the bottom of the page
But I have inadvertantly found the reason the line breaks are being altered by Dreamweaver. See this resoponse from support working on Kaleidoscope:
Hi Colin,
Sorry for the confusion. When I said "editor", I meant the program that you're using to edit the files (BBEdit, TextEdit, etc.).
I've played around with the sample files and it looks like there's actually two problems. The first is the extra line breaks, as I mentioned before. I took a screenshot in TextEdit, so you could see a side-by-side (see screenshot-linebreak.png). As you can see, cw-product.php on the left has an extra blank line between every line, where cw-product-copy.php does not.
Switching over to TextWrangler, I removed the extra lines (do a grep Find/Replace All for ^\r) then saved the file. When I compared them in Kaleidoscope I got the same result as in your screenshot showing the entire file as different.
So I checked the files again in TextWrangler and found that it did a funny thing; it saved the document with "Windows (CRLF)" linefeeds, not "Classic Mac (CR)". Although these are hidden characters, Kaleidoscope sees them as different, so it ends up highlighting the entire file as one large diff set. I suspect whatever file editor you are using may have done the same thing.
I re-saved the file, making sure to set the linefeed property to Classic Mac (CR) and ran a new comparison. This time Kaleidoscope showed the single line change. (My modified files are attached.)
If you don't already have TextWrangler, I'd recommend grabbing a copy (it's free) to help with troubleshooting. I'm not sure that I would have been able to identify the linefeed type without it.
I hope that clears up the mystery for you. Let me know if there's anything else I can help you with.
Regards
Jack
Team Kaleidoscope
kaleidoscopeapp.com
@kaleidoscopeapp
Case #0182844369
Updated
Friday, February 3, 2012 5:16:20 AM PST
Opened
Thursday, December 8, 2011 8:54:04 AM PST
Status
Closed
Product
Adobe Design Premium CS5.5
Support contract
Adobe Support Program
Subject
FTP Connectivity Issue
NOTES & RESPONSES
Notes from Customer
Thursday, February 2, 2012 12:55:31 AM PST
This morning I have now found that 5.5 is back to it's original problem.
When I uploaded an edited PHP file using 5.5 NOTHING appears in the browser at all.
When I upload EXACTLY the same file in 5.0 the file displays perfectly in the browser.
The FTP problem is STILL there. I can't use 5.5.
Sorry. Problem not solved : (
Notes from Customer
Thursday, February 2, 2012 12:53:13 AM PST
I have found that when we rebuilt the SITE for Maison, I had accidentally put the ROOT DIRECTORY AS / instead of /web/ so in fact we
were not putting them to the website at all.
So the reason the file worked is because it was using the one previously uploaded from version 5 and NOT 5.5.
I have been trying to upload another file and found that the revisions weren't appearing in the browser.
I looked at the server using Fetch (see screen shot below). Which displayed the problem.
So I am afraid the problem is NOT SOLVED.
Please keep the case open. Sorry!
Notes from Customer
Thursday, January 19, 2012 1:42:46 PM PST
Hi again,
I have now installed ONLY a brand new download of DW 5.5 on my brand new MacBookAir.
As before I have tried uploading the file from Dreamweaver...
http://www.maisonhomeinteriors.com/ stores5-5.php
When the file is uploaded with Dreamweaver the button does NOTHING.
But when the IDENTICAL FILE is uploaded with FETCH the button works to display a hidden DIV.
So sadly the problem is NOT resolved still.
Notes from Customer
Wednesday, January 18, 2012 8:29:26 AM PST
Hiya,
I have been trying to connect to this website ALL DAY. Each time getting error messages or pages not found.
I have tried to phone you. The first time I was cut off, the second time kept me hanging on so long I gave up.
Can you give me a direct phone or email address please?
Anyway, Attached is the error I received when I first used DW 5.5 after installing on my new MacPro. I have now also bought a new ma
c book air, I had exactly the same error shown there.
To fix the problem on the MacPro I looked up the older version 5 and copied the file to version 5.5. Perhaps this is what has caused
the problem?
Notes from Customer
Monday, January 9, 2012 6:27:50 AM PST
Hi Ritesh,
I am not sure where you have left the voicemail but as before I have no missed calls. Are you sure you are calling the correct numbe
r? [phone].
As I said in my previous reply the list of suggestions didn't make any difference. Dreamweaver 5.5 is STILL unreliable.
The problem seems to be in the FTP as I have uploaded the file through FETCH and it did NOT have any problems. I find it hard to ima
gine other people have not had the same problem!
I hope you can find a solution soon as it would appear I have wasted about £300 for nothing as I am still using the old version!
Notes to Customer
Monday, January 9, 2012 5:31:15 AM PST
Hi Colin ,
My name is Ritesh & calling from Adobe Technical Support. This
call is in regards to your to case number 182844369. We tried contacting
to you however not able reach you somehow so left a voice mail. However,
if the issue still persists, please feel free to call us back at 1-
800-833-6687 or 02073650735. We are open from Monday to Friday at 9 AM
to 5 PMT BST as you can reopen the case within 14 days for further
assistance.
Thank you for doing business with Adobe and have a nice day
Regards,
Ritesh
Adobe Support
Notes from Customer
Sunday, January 1, 2012 5:05:10 AM PST
Hiya,
Well I have tried everything you suggest and I am afraid it has made no difference.
Whichever file gets uploaded using version 5.5 does not work.
Interestingly I have uploaded the SAME two files using FETCH instead and both of them WORK.
So as you say the problem is something to do with FTP not working properly in 5.5...
To answer your specific questions... My ANSWERS IN CAPS AFTER YOUR QUERIES...
3) Since when you have this issue? has it ever worked right after the first installation.
EVER SINCE I INSTALLED 5.5 VERSION 5 WORKS FINE STILL
4) Is the issue happens in live View in Dreamweaver?
IN VERSION 5 CLICKING LIVE VIEW DOES NOTHING.
IN VERSION 5.5 CLICKING IT OFFERS TO UPLOAD THE FILES, BUT CLICKING THE BUTTON DOESN'T WORK
5) Please create a local web server using any of the third party server tools and test the issue on local machine.
I HAVE NEVER MANAGED TO DO THIS SO NOT TRYING AGAIN, IT NEVER SEEMS TO WORK FOR SOME REASON
6) Please make sure that all the dependent files are accessible and present while he uploads the “stores.php” files. IT seems that t
his issue is somewhere related to the JavaScript files incorrect path.
NOT SURE I AGREE. I THINK THERE IS A FAULT IN THE FTP UPLOAD WITH VERSION 5.5
I hope this all helps!
Thanks for your support!
Happy new year!
x
Notes to Customer
Thursday, December 29, 2011 4:48:03 AM PST
Hi Colin ,
My name is Ritesh & I am calling from Adobe Technical Support.
This call is in regards to your to case number 182844369. We tried
contacting to you however not able reach you somehow so left a voice
mail.
1) We were unable to reproduce the issue on test machine here at our
end. We have tried it with both WIN (stores5_5_win.php) and MA
C(stores5_5_mac.php) to upload the files using CS5.5 and have no issues viewing the page in any of the browsers.
Please follow these steps to resolve the issue:-
1) Please reset the preferences by deleting the files and folders listed
below.
• /Users/**username**/Library/Preferences/Adobe Dreamweaver CS5.5 Prefs
/Users/**username**/Library/Preferences/com.adobe.Dreamweaver.11.5.plist
• /Users/**username**/Library/Application Support/Adobe/Dreamweaver
CS5.5
• /Users/**username**/Library/Application Support/Caches/
com.adobe.Dreamweaver.11.5
• Macintosh /Library/Preferences/ Application Support/Adobe/Dreamweaver
CS5.5 Prefs (if any)
• Macintosh /Library/Preferences/com.adobe.Dreamweaver.11.5.plist
3) Since when you have this issue? has it ever worked right after the
first installation.
4) Is the issue happens in live View in Dreamweaver?
5) Please create a local web server using any of the third party server
tools and test the issue on local machine.
6) Please make sure that all the dependent files are accessible and
present while he uploads the “stores.php” files. IT seems that this
issue is somewhere related to the JavaScript files incorrect path.
However, if the issue still persists, please feel free to call us back
at 1- 800-833-6687 or 02073650735. We are open from Monday to Friday at
9 AM to 5 PMT BST as you can reopen the case within 14 days for further
assistance.
Thank you for doing business with Adobe and have a nice day
Regards,
Ritesh
Adobe Support
Notes from Customer
Tuesday, December 27, 2011 1:36:41 PM PST
Hi Nimish,
Thank you for your reply, but I really don't know wht I am meant to do with the response!
You say:
Please call us at 800 833 6687 ( Monday to Friday, from 0500 hrs till
1900 hrs PST.)
What is the code for where you are? If I dial this number all I get is number unobtainable.
PLEASE CALL ME [phone]
This number should work world wide unlike yours, I am afraid.
PLEASE REALISE THERE ARE PEOPLE IN THE WORLD OUTSIDE USA !!!!!
You keep saying you have phoned me and got through to my voicemail - but why have you not left me a message?
Frankly I don't think you have successfully contacted me at all !
Why can't you just email me with instructions about what I am mean to do?
Have you found a solution yet?
I am SERIOUSLY fed up with this.
Please endeavour to contact me properly!
Kind regards
Colin
Notes from Customer
Thursday, December 22, 2011 1:10:48 AM PST
Hiya,
I have heard nothing from you! what is happening?
Why have I been left with a BRAND NEW PRODUCT that does not work.
Where is the support?
You say you have phoned but I have NO missed calls. I think you are phoning the wrong number. If you got through to voicemail why no
t leave a message?
PLEASE HELP !!!!!
I Bought the upgrade in good faith expecting it to work, but I can't use it at all. This is hopeless!
I have done everything you suggested but it STILL uploads creating a non-working file!
If there is nothing you can do I would like my money back please.
Notes to Customer
Thursday, December 15, 2011 3:38:36 PM PST
Hello Colin,
Thank you for contacting Adobe Technical Support. We are responding in
reference to your case 182844369 regarding Dreamweaver We tried
contacting you however reached voice mail. Therefore I would like to
inform you that asper your feedback we are again escalating the case to
the higher level.
Please call us at 800 833 6687 ( Monday to Friday, from 0500 hrs till
1900 hrs PST.)
You can also visit www.adobe.com/go/supportportal for any assistance
regarding Adobe products. You may also visit www.forums.adobe.com as
it’s a useful resource for self-help.
Nimish
Adobe
Notes to Customer
Thursday, December 15, 2011 10:50:35 AM PST
Hello Colin,
Thank you for contacting Adobe Technical Support. We are responding in
reference to your case 182844369 regarding Launch issue with Flash Pro
We tried contacting you however reached voice mail. Therefore I would
like to inform you that asper your feedback we are again escalating the
case to the higher level.
Please call us at 800 833 6687 ( Monday to Friday, from 0500 hrs till
1900 hrs PST.)
You can also visit www.adobe.com/go/supportportal for any assistance
regarding Adobe products. You may also visit www.forums.adobe.com as
it’s a useful resource for self-help.
Nimish
Adobe
Notes from Customer
Thursday, December 15, 2011 2:49:14 AM PST
Hiya
Well I have tried all you suggest and the problem is still the same. The OLD version 5 uploads the file perfectly and clicking the b
utton reveals the div:
http://www.maisonhomeinteriors.com/stores.ph p
When I then upload the IDENTICAL file using 5.5 clicking the button does nothing.
To make it easier for you to see the effect I have duplicated the stores.php file so that there is one called stores5.php and one ca
lled stores55.php.
Each one is IDENTICAL no changes have been made. The one entitled stores5.php has been uploaded by version 5 and the one called stor
es55 has been uploaded by version 5.5
I hope you can see the problem!
I have found other problems with other sites too. I simply can't trust version 5.5 !!!!
I hope you can help further!
Out of interest I have sent via FTP two zip files of the prefs screen shots from both versions.
Notes to Customer
Wednesday, December 14, 2011 11:55:11 AM PST
Hello Colin,
Thanks for contacting adobe..!!!
we tried contacting you many times but reached voicemail.
Colin, we want you to follow instructions given below :
>> On your project please try to link <stores.php> page in place
of <stores.html>
>> Try to reset the preferences for both versions of Dreamweaver.
{follow:- http://kb2.adobe.com/cps/839/cpsid_83912.html }
>> Then try to compare preferences of both version on a New Document.(
create a new document, go to : Edit> preferences)
>> If there is any difference please let us know.
If this will not help you resolving your issue, you can call us back.
Nimish
Adobe
Notes from Customer
Tuesday, December 13, 2011 2:35:41 PM PST
I don't understand!!!
Your message says...
"Open - Pending Your Response"
Response to WHAT? you haven't asked me anything. Are you asking me to do something? please be specific as to what you want me to do!
Regards
Notes from Customer
Monday, December 12, 2011 11:49:40 PM PST
Er.. but you haven't said anything!
What are you asking for?
What am I meant to do?

Answer 1

Hi Fastdak25,
Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases". There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.