Frustrating support experience with Acrobat/Livecycle/Reader

I've been trying to ascertain why a client using Adobe Reader has been unable to save a PDF with form fields that I generated with Livecycle Designer.
I've spent several circuitous hours reading unhelpful Adobe help posts (which I marked as such), the most frustrating of which advised me to select a nonexistent option from a drop down menu -- note that this was not an option that was unavailable to select (grayed out), but rather, it was not an option.
I finally found a post on a third party site indicating that I'd need to upgrade my software in order to allow a Reader user to save their data.
I need to pay more for more features -- that's fine. What has me incised is the amount of time I've wasted reading inexplicably irrelevant Adobe help files only to discover that I need to download something else entirely.
To add insult to injury, after downloading the Free Trial of the version I need, I am prompted for a serial number and am unable to open the software. What happened to the free trial?

akayTEAMS wrote:
the most frustrating of which advised me to select a nonexistent option from a drop down menu
It may or may not exist.
You haven't mentioned the version of Acrobat you are using. If it's 7 or older then no, that option they are talking about doesn't exist.
If it's 8-9, open the file in Acrobat (not Designer) and look for "Enable usage rights in Adobe Reader" under the advanced menu. It WILL be there.

Similar Messages

Horrible customer support experience with Nokia

I have just had an extremely frustrating and unsatisfactory experience with Nokia's support / repair operation. Unless I can resolve this, I will put my 820 on Ebay and forget all about Nokia and Windows Phone 8.
I initially called Nokia because my 820 would very occasionally freeze when I tried to unlock it to answer an incoming call. The CSR told me to send it in for repair but refused to answer the question "what happens if you cannot duplicate this intermittent issue?". After asking the question many times, being put on hold and then being told over and over again that Nokia's technicians are "very skilled and can repair it" I was put on with a "supervisor" who told me that Nokia has seen this before and can repair it. She said it was a settings issue but would not tell me WHAT settings.
Even though I was pretty sure this was a software issue (and had called primarily to make Nokia aware of it) I sent it in for repair since it is still under warranty.
After it had been in Nokia's hands for a week, I called to see what was happening. The CSR told me over and over that "it was in our facility for repair". After pressing him many times and being put on hold for a supervisor (at my request) he finally told me (I never reached a supervisor) that Nokia was "deciding whether to repair it or replace it" and that it would be returned shortly.
An equally frustrating and lengthy call the next day revealed after MUCH pressing that Nokia had repaired a "mechanical issue" and would be sending it back.
Just now I got an Email with a tracking number and a copy of the repair paperwork. The paperwork states that it was updated (GDR2 I assume) and tested and found to be working. No mention whatsoever of any repair efforts.
In other words, I was lied to TWICE. Once when I was told that the freezing was a known issue and could be repaired. And then again when I was told that a mechanical issue had been repaired.
Is this truly the kind of customer experience Nokia is comfortable with? Really? This was my first experience with Nokia and with Windows Phone and I am here to say without a shadow of a doubt that it will be my LAST unless Nokia can show me that this was an anomaly.
I am writing this here because I don't see any other way into Nokia other than the "support" phone number...... and that didn't work out very well.
Paul

adrianhughes wrote:
guys, please just persist with your local Nokia Care outlet and have your phones repaired to your satisfaction, there is no point taking out your frustration here as it does not get anyone anywhere.
Where do I find a "local Nokia Care outlet"? The only entry to Nokia support I find is the phone number on their web site. If you read my original post, you will see why I found calling that number that a less than stellar experience..... many times. I / we take our frustration out here because there is NO other place to do it.... Nokia is very well insulated from its customers. Maybe I should open a Facebook account?
Since writing my original post, the phone has arrived and I find I was lied to yet again.... although that "lie" kinda cancels out an earlier one. Contrary to the paperwork which states that the ONLY thing they did to the phone was test it, I find that upon close examination they actually seem to have replaced the screen. I can tell because there were a couple near microscopic nicks in the screen that are now absent.
As for whether that actually resolved my original issue, I cannot tell yet. That may take some time since I am in essence trying to prove a negative.
The repair paperwork includes the statement "Passed, software update". Not sure what that means.... the phone as it came back to me was NOT updated to GDR2 / Amber although those updates were available prior to their receiving the phone. The phone came back to me with the same firmware that was in it when I shipped it and I had to do the GDR2 update myself.
Yes, I needed to vent. Yes, I feel (a little) better. But based on my experience this time around, I will go buy an iPhone before I EVER deal with Nokia "support" again. And I am DEFINITELY not an Apple fan, so take that as an indication of my level of frustration. I actually LIKE the 820 and the concept of Windows Phone.
Paul

Open PDF in IE8 with Acrobat, not Reader ?

Hi Chaps,
I used to be able to open a PDF from a HTML link, which would then open in Internet Explorer 8 using Adobe Acrobat.
Since installing Adobe Reader, all PDFs open in IE8 using Reader, instead of Acrobat, so now I cannot edit the PDF.
I've searched through Preferences in both programs, changed all associated program file types to Acrobat, reinstalled Acrobat but I cannot get it back!
I'm using Windows 7 [64-bit], Acrobat 9, Reader 9.
If anyone knows which option to change, it'll help me out no end!

Adobe doesn't support Reader and Acrobat on the same Windows computer. Uninstall Reader and then re-install Acrobat.

Question : Adding a signature to a PDF programmatically with Acrobat 8 (Reader 9 validation issue)

Hi,
Please, apologyze my poor english.
I have an application that inserts a signature programmatically in a PDF document with Acrobat 8, via VB .NET, using the example provided in the Acrobat 8 SDK ("AddSignature").
The problem resides in that previous signatures in the document (signed normally via reader 8 or acrobat 8 application), now becomes INVALID, but only in Reader 9.Acrobat 8/Reader 8 considers them as "valid, with posterior changes".
The difference between the SDK example and this code resides only in the way of calling the script in .net
I call directly the AddSignature function with this code (partial), instead of calling the execution of the "ADBESDK:AddSignature" menu (this improves faster execution with no AVDOC object involved):
        AcroExchPDDoc = New Acrobat.AcroPDDoc
        Dim JsObj As New Object
        AcroExchPDDoc.Open("c:\test.pdf")
        JsObj = AcroExchPDDoc.GetJSObject
        JsObj.SetUserDigitalIDPath("/C/trabajo/DrTest.pfx")
        JsObj.SetUserPassword("testpassword")
        JsObj.AddSignature(JsObj)
        JsOb = Nothing
        AcroExchPDDoc.Save(1, "c:\result_test.pdf")
        AcroExchPDDoc.Close()
I tried to change the AcroExchPDDoc.Save() parameters for intend an incremental save instead of a fullsave, but i keep getting this situtation.
How can this be solved?? Is this a bad approach to the process??
Note that all inserted signatures trough this method are valid in Reader 9.
Any help or comment would be appreciated.
Thanks.

Thanks Steven,
There is something I can´t undestarnd about this issue, and hope you can throw some light on it...
If I use the AddSignature method of Adobe 8 SDK by clicking on the new menu option that it creates, these inserted signatures not causes the invalidation message in Reader 9. The used script is the same, so I can´t figure out why.
Once inserted a new signature by ("my") code, it invalidates all previous "normally" inserted signatures trough the GUI, but not invalidate other signatures inserted trough this code (No matter how many signatures of this type are present in the document).
        I suppose that this means only a blank outline tree is inserted, and only the first time I apply the signature.
As an additional info, I´ve attached to this post a new pdf file with one signature normally inserted, and three signatures "code-inserted". (The "result_pdf.pdf" included in previous post, with another two code-signature).
As you can see, all except the first are valid, and any other new signatures inserted in the document (normal or code) won´t result in an invalid statement after the 1st code-insertion.

"Providing interactive database lookup from forms" sample doesn't work with Acrobat Reader 7

I have downloaded and tested the Adobe sample "Adobe LiveCycle Designer 7.0, Providing interactive database lookup from forms". Everything works great in Acrobat Professional Full version, however, when I tested it in Acrobat Reader 7.0.5, it generated a "script failed..." message.
Did anybody have the same problem? You can download the sample from here:
http://partners.adobe.com/public/developer/en/livecycle/lc_designer_db_lookup_tip.pdf
Thanks a lot in advance!
Jie

Hi Jie,
Database connectivity is a feature supported in Acrobat only , not Reader--unless the PDF has been extended with Adobe LiveCycle Reader Extensions.
http://www.adobe.com/products/server/readerextensions/main.html
See "Table 3: Form capability support for Adobe Acrobat and Adobe Reader" at:
http://partners.adobe.com/public/developer/en/tips/lc_combine_server_tip.pdf
Evangelos

Fillable Forms Created with Adobe LiveCycle Designer 7.0

I created a fillable form using Adobe LiveCycle Designer 7.0. Prior to using the form for clients we sent it around to numerous people to make sure it's working properly. We have experienced problems with users that are using older versions of Reader or full versions of Acrobat (5.0 & 6.0). Some problems we have had:
1.) We understand you cannot save the filled out form in older versions, but some users are not even able to print the form (the program shuts down). When the form is opened in an older version it lets the user know that they cannot save the form and it must be printed if they need a copy, but we had one user using version Acrobat version 7.0 that received this message.
2.) Users with full versions of Acrobat 7.0 have been able to fill out the form and save it, but when the form gets back to us it is blank.
3.) Users with Acrobat and Reader 7.0 cannot use the print button, it just does not work.
We were looking to see if there is a way of saving a fillable form down to an older version to see if this can solve our problem. I have not had any luck finding out how to do that. If anyone knows how to do this could you let me know? If not I guess we will go back to the old fashioned way of having the user print the form and fill it out.
Thank you!

I'm actually having the exact same problem. I imported a form into Designer 7.0 as an Adobe Reader 6.0 "compatible" form. At first, there were several warning messages in various fields but I changed all of these fields so that they would be compatible. The form works in 6.0, however, whenever a user initially opens the form in 6.0 a message pops up promting the user to upgrade to 7.0 for the form to work. Over half of our users are running Adobe Reader 6.0 so any information on how to prevent this dialouge from coming up would be very appreciated.
Thank you,
Jeff

Difficult Situation with BlackBerry Screen Reader

Hello,
I have a friend living in Europe where Blackberry Support is very scarce. She is also Visually Impaired so getting information back and forth will be very difficult and but I am hopping that someone here will be able to help.
She has a Blackberry Curve 9360 with the new app Screen Reader.
Her problem is that the app slows the phone down 40 to 50% then without it. It also causes the phone to randomly crash where the only fix is a battery pull.
My question is, Does anyone have any experience with the Screen Reader App? Is this a common Problem? Any Fixes?
Like I said if you have any questions for me to ask, it might take a while for them to be answered.
Thank you,
Dejan Z.

Hello dejanz,
Welcome to the BlackBerry Support Community.
Sorry to hear your friend is experiencing an issue with the BlackBerry® Screen Reader application.
They may be experiencing these issues as a result of low device memory.
The following article outlines the Low Memory Manager and how it works:
What is the Low Memory Manager feature on the BlackBerry smartphone - http://www.blackberry.com/btsc/KB02843
The following article should help with maximizing your device memory:
How to maximize battery life and free memory on the BlackBerry smartphone -
http://www.blackberry.com/btsc/KB14320
We hope this helps.
Thank you.
-FB
Come follow your BlackBerry Technical Team on Twitter! @BlackBerryHelp
Be sure to click Kudos! for those who have helped you.
Click "Accept as a Solution" for posts that have solved your issue(s)!

Open File in Acrobat or Reader

I have Acrobat 8 and Reader X installed on my PC (Vista Business). After installing updates for both programs over the past few months I have lost the default toolbar on documents I download from the web and need to use F8 to get a toolbar. In addition, last week I had an "accessibility" screen pop up when I opened a document and took me through a number of set-up screens so that my documents no longer open up the same size and also appear fuzzy until I manually enlarge them, and finally, I notice that my documents always open with "Acrobat Standard" rather than Reader. So now I'm wondering if Acrobat and Reader conflict with each other. If I have Acrobat do I really need Reader? Is there a way to force Reader to open the document instead of Acrobat? If I get rid of Reader will this fix all the issues I have (no toolbar, fuzzy looking docs)? I don't know who makes the decisions to "update" but everything WAS working fine until the updates.

It never has been a problem to work with Acrobat and Reader and I work since years with that configuration.
The simple solution is to install Acrobat first and then newer Reader versions.
The last installed version will take over.
With the File Association you can tell windows, which program should start, if you click on a pdf.
For using it in explorer you have to change a registry key. That has been published here thousend times.
HTH, Reinhard

Acrobat 9 & Reader 9

I have adobe acrobat 9 pro installed. i have a program that
needs adobe reader 9 to auto view some files. Can I install both
acrobat and reader on my PC? I seem to remember a few years ago
having some issue with acrobat and reader.
HHJG

Hi hhjh,
Thank you for posting! You should be able to have both
Acrobat professional, and Acrobat Reader installed on your system
simultaneously.
Alternatively, this question may best be asked in the Acrobat
Forums.
Link to
Acrobat Forums
Since these forums are specific to the
Acrobat.com website and its set of hosted services, and do
not relate the Acrobat family of desktop products.
Cheers,
Pete

T500 Problems and experiences with Lenovo's technical support / EZServ

After some issues and numerous calls to Lenovo's Technical Support, I just thought I would share my experiences here.
First off, I currently own a ThinkPad T500, which was designed to be a replacement for my older ASUS laptop.
While the ASUS laptop is still running okay, I have had a hard time trying to get the company to properly warranty the laptop. (they would make falsified claims that nothing is wrong with the laptop, so that they would not have to replace any parts - and when they do replace parts, they would simply create another problem and totally ignore the described problem.) The experiences were so stressful and disgusting such that I am sick of arguing with the company any further. My decision on the ThinkPad was based on that IBM/Lenovo is designed to serve business class customers and theoretically should have "business-class support". For this very reason, I have added the best warranty service they was offered to me at the time (3yr onsite + accidental). I am just guessing at that time I just wanted to get away from small companies and go to a company that would back their customers' laptops.
As soon as I got my hands on a T500, however, I have noticed that something is wrong with the card reader. Apparently the reader on the machine would not read SDHC cards (it does read SD cards, however.) This is a problem because I only use SDHC cards and the machine was not able to read any of them. As the card reader controller is manufactured by the same manufacturer (Ricoh) and my older ASUS laptop was able to read SDHC cards, I thought something odd was going on with my machine. This was also based on the evidence that other T500 owners were able to read SDHC just fine.
In addition to the card reader, I was also having troubles in which the machine would freeze whenever Nero Burning ROM (a CD/DVD authoring software) is used.
My first support call to Lenovo was not that pleasant, given that I was placed on hold for 20 minutes when the rep was looking up specs for SHDC compatibility. The rep also said that they would not troubleshoot 3rd party software and would not help me on the issue. I was also told that I should also call back during "regular business hours (apparently until 5pm EST, or 2pm PST (my time)" (despite that the technical support hotline is open 24/7) so that a supervisor can handle my case. This makes it very difficult for me to get to someone with any authority as I am usually busy throughout the day until late afternoons (~4pm PST -> 7pm EST).
Nevertheless, my second call to Lenovo was much more pleasant. The rep handled my case in a timely fashion and promptly provided replacement parts indicated by my problem. (Onsite motherboard replacement for the card reader, and a separate shipment for the DVD-RW drive). Turns out that the motherboard replacement did fix the SDHC issue, although the freezing problem was not caused by hardware failures, but rather a faulty driver that was corrected after Lenovo released an update months later on the Intel SATA controller drivers.
Five months later, after having to use a broadband WWAN card for my work, I also started to notice there is something wrong with the broadband WWAN card. The card used is the Ericsson F3507g card (or the AT&T broadband WWAN option). Not only would the connection be very flaky, it would also drop connections fairly frequently. It seems that a SIM card pull to another card would result in a perfect connection and ever since I have been using an addon card instead to use the Internet. When I confronted Lemovo with the problem, the experience was worse than the first one. I have made at least six service calls to Lenovo and everytime the reps will waste my time with basic troubleshooting which I told them repeatedly that I have already done (I have even reinstalled the OS but it seems that it does not matter to the reps). Here are some things that are repeated over and over:
1) Can you uninstall the Power Manager Driver and the Wireless WAN drivers and reinstall them?
2) Can you go on to our website and download the WWAN drivers (document ID: MIGR-70000 - I even remembered this number since it was repeated so many times) - and the Power Manager Driver and reinstall it?
3) Can you go to Device Manager (the rep would go step by step to it even though I told him I already know how to get there), and see if there are any "bangs" (exclamation marks) on any of the devices?
4) Since you were able to connect to the AT&T network, then from the hardware standpoint there is nothing wrong with your card. This indicates there is a software configuration or a driver problem. (I have been trying to acquire the latest drivers but what I have was already the latest)
5) Since your card could connect to the network, you should contact your provider for help. (AT&T blames it on the card)
6) I'm sorry but there is nothing I can do to help you. You should contact your provider about the card (despite that I acquired the card from Lenovo and not from them)
7) Are you sure that your card is activated properly? It doesn't show in our systems that the card has been activated properly. You will need to call both AT&T and the Lenovo activation hotline (whatever this is) to have your card work properly. (I have never heard of this before)
Despite telling these reps I have an addon card that works perfectly and that I have done all the basic troubleshooting already, none of them are really willing to give me a replacement card. They would either request that I send my computer back to the depot (which I do not want to do since I use this laptop everyday and that's why I have onsite warranty), fail to help me, or transfer me to someone else that makes me do all the troubleshooting all over again. (Every call I made to Lenovo can be said to be composed of at least 20 minutes of basic troubleshootings with the end result of not being able to help)
After having the case escalated to a team leader, I was told that someone would give me a call within a few hours since their team leader is with another customer. Result? No callbacks. Not within a day, nor two.
Called Lenovo again, they apologized, but samething happened - supervisor on the line - promised another callback by a supervisor - but nothing, nada!
Called Lenovo a third time - was again told the same thing, but I am not falling for that anymore - the rep finally agreed to give me a replacement, as well as as to send out a technician that would fix the LCD cover that is starting to get loose on one side.
At that time, I was so frustrated and this reminds me of the pain I have went through with my old ASUS laptop and their grumpy customer service. It just seems to me that it has to be that difficult to have anything resolved or fixed. (What is especially frustrating is that the basic reps do not have any authority to make any decisions, 90% of the time I will need to be transferred to a supervisor of some sort before my case can be handled successfully - which is hard at times given that I only have until 2pm PST to call them)
Received replacement, but did not fix issue. I have noticed that the GPS (which was part of the WWAN card) also has problems getting adequate signals for a 3D Fix. I have once again called Lenovo, this time raising the concerns with the GPS and seeking for help. Along with the basic troubleshooting, here is what Lenovo has to say about the GPS issue which frustrates me even more:
1) uh, G..P..S? what GPS? (most reps I call say this, shows me that they either don't know what a GPS is or know that there is a dedicated GPS builtin on the Ericsson module. Perhaps they don't even know that ThinkVantage GPS existed)
2) You will need to have active service in order to use GPS (I do have active service, but nevertheless that statement is false since a 3D fix can be successfully acquired with a dummy card - I guess the rep has no idea what he/she was talking about)
3) That's a software issue - you need to call AT&T and tell them about the problem (Again, I guess the rep has no idea that the GPS is not linked to AT&T's networks - there is a dedicated GPS on the card that allows the ThinkVantage GPS tool to acquire proper GPS signals) (Also, why would AT&T troubleshoot a tool that Lenovo made called ThinkVantage GPS? - I don't get it)
4) You need to uninstall, and then reinstall the Power Manager driver and also the latest WWAN drivers. (I did that, did not work - I have told them I even reinstalled the OS from scratch)
5) You need to go uninstall, and then reinstall the Wireless LAN drivers (although I am talking about wireless WAN, not LAN)
6) There are two wireless adapters in your laptop? Are you sure about this?
7) LAN, or WAN? What are you referring to? (I guess some reps are not aware what WWAN means)
After dealing with the numerous reps that have no idea what I was talking about, I have decided that I would just take the machine into depot, which would give me a chance to explain the other issues I have with the machine as well.
Here are some of the issues I am having with my T500 right now (please comment if you have the same issues or perhaps have a possible solution/workaround for it)
1. The left side of the LCD cover has a pressure point, which causes the cover to dislodge from the rest of the panel slightly when pressure is applied from the back side of the cover. (Could be caused by closing the lid, for example) - IBM technician applied some adhesive to the inside, which helped it from dislodging, although the left side is still a little filmsy compared to the right.
2. This error randomly pops up at infrequent intervals: "Display driver igfx stopped responding and has successfully recovered."
The latest GFX driver is installed and all updates have been installed. OS has been reinstalled but problems still occurs infrequently.
3. This error also pops up at infrequent intervals: "Active protection is not functioning as system detected the abnormal sensor status. To diagnose the sensor device, run PC DOCTOR DOS - HDD Active Protection Test and if it still shows, contact Help and Service for repair." The only problem is, my laptop only came installed with PC Doctor 5 for Windows and when I run it"
I ran a sensor check in DOS using the diagnostic CD and the sensor checked out okay. This error seems to happen mostly after I changed a setting in the Active Protection System software. (ex. changing the suspend time, etc)
4. By default, the internal microphone does not work. In order for the internal microphone to work, the Advanced multi-stream mode must be enabled in the SmartAudio control panel. If both redirection options are enabled, the internal microphones and the speakers would then work normally. However, the hotkey controls on the ThinkPad would not control the right device when headphones are plugged in (since headphones are classified as its own device when the Advanced stream mode is enabled) - Mute and volume controls thus only controls the internal speakers' volume, and have no control whatsoever when headphones are plugged in.
5. The brightness on the T500 is rather dim. I am not sure if that's how the monitor is, but I can hardly see anything unless the display brightness is close to the max setting. I have the 1680x1050 matte screen.
6. The WWAN card does not make a stable connection to the network and ThinkVantage GPS does not acquire a 3D Fix even when under direct sky for >20 minutes. What is interesting though is that if I turn off the monitor screen (Fn+F3) or close to lid, the WWAN connection will be very stable and GPS will function normally (acquire fix usually within 2-3 minutes). If the monitor/screen is turned back on after a GPS Fix is acquied, the signals will quickly deteriorate and the updates will either become delayed/inaccurate or a fix will be lost. The brighter the screen, the harder it is to get a fix or a stable connection. (At the max setting it is almost impossible to get a fix while at the lowest brightness a very weak fix can be acquired - this is the case even many sattelites have been detected) Perhaps something with power consumption? Or the LCD drawing too much power?
7. Although it does not happen very frequently, pressing Fn+F3 to turn off the display might cause the LCD to flicker on and off non-stop.
8. This used to happen more with the older version of the Lenovo Fingerprint Software - but sometimes the software tends to get stuck at the welcome screen after returning from sleep/suspend/standby mode. The screen will remain at Please Wait forever and a hard restart will be required to get back into Windows.
9. At frequent intervals the sound from the internal speakers would stop working and only the headphones would work. The sound might, however, come back if I leave the headphones plugged in long enough and unplug them. Restarting the Windows Audio service will temporarily restore audio but the same issue tends to happen again soon after that. Driver issue? (I am not sure if it's relevant, but I tend to put my computer to sleep instead of shutting it down)
I have explained all of these issues on a piece of paper that I have included in my shipment to Flextronics. I have also included in big letters to make sure that they do not send the laptop to the address where they originally sent the "box" to. This is because I am only at that address a few days during the year and I don't plan to be there most days during the year.
On the first day, it seemed that the status changed from "Machine being repaired" to "Hold for customer information".
Apparently I missed a call from a number with an area code of 901 (which is Memphis, TN - I assume this is Lenovo's support center, since this is where the package was sent to). No messages were left on the voicemail. Called the number back, but was however told that I dialed the wrong number and no one has ever called me on this number (the lady on the phone was quite rude too) I then called the 800 EZServ number instead, turns out that they wanted one of my passwords which I gave them.
The evening after I saw that the machine was successfully repaired and that it is being shipped back to me. However, no tracking number was provided. (There still isn't a tracking number on the EZServ status page)
Hoping that my machine was repaired in good condition, I took a day off so I would be able to wait for UPS to deliver my laptop.
Such that I have something to work with, I called the EZServ # and see if they had a tracking number for my shipment. At the same time, I asked what components were replaced and/or what components were installed to the system. To my surprise, they reimaged the whole system and I was not even informed about this at all! (I do understand I checked the Yes box in the problem description page, but I felt that it was important that the repair center let their customers know before their data will be destroyed - luckily I imaged my laptop right before I shipped it out so I have a copy of my data) In addition, it also seemed that they did not read any of the pages I enclosed in the shipment since nothing about the WWAN card was ever mentioned, despite special emphasis placed on this when I called Lenovo to have my computer sent back. It seemed that the rep only recorded one of the problems I listed above, which was unsatisfactory.
The repair process was disappointing, as I have included in my problem description that I have previously tried reinstalling the whole OS from scratch and the problems did not go away. Reimaging the system will also probably have no effect on the problems I have described in the problem description.
What is more surprising to me though was that they totally skipped the notation I put on to have the notebook shipped to an alternate address relative to the box address. To make this impossible to miss, I miss drew a big * and circled it many times so that anyone would see it if they were reading the sheet. I found out shortly after checking on the UPS website that the city the package was being shipped to was that of the wrong address, and not the city of that of the alternate address. I was horrified after knowing that the package would not arrive today but yet I still took a day off work. (How disappointing?!)
Again and again, I called EZServ to see if I can have the package intercepted so it can be delivered to the right address. An intercept was placed on the package, although I received a call 30 minutes later from UPS saying that the intercept failed since the package has already been delivered. UPS also told me there is no way the people living there can simply return it and continue on with the intercept. Not happy with what I am hearing, I called EZServ and see if they can set up a pickup request to have the package delivered to my address. The first rep hanged up on me shortly she answered. The second rep called UPS, placed me on hold for more than 20 minutes, then hanged up on me. The third rep called UPS, and told me that they have esculated the case and that "UPS will handle everything", whatever that means. (she refused to disclose any more details). She told me that I would be receiving a call from her shortly on the details on the upcomings and promised that I would be receiving my laptop back. As with Lenovo, I didn't receive any callbacks. I called EZServ once more, and all they would say is tell me to wait. Sick and tired of waiting and calling and not getting anywhere, I drove 100 miles to where they shipped my laptop and picked it up there. I just don't know whether to trust the EZServ people anymore....
As far as the laptop goes, I didn't have time to open the box or to test it yet. But I will let you all know once I have taken a look at the results.
While the past experiences have been painful, I haven't lost all hope in Lenovo yet - although I really think that the customer service can really improve on certain levels.
Please give me advices on what to do next!
Thanks for reading this!
Message Edited by swg0101 on 04-04-2009 11:02 AM

Swg0101
Thanks for sharing your details - it seems like we should focus on recovery of your system at this point.
I've sent you a PM - I'll look for your private message response with your contact information and case details so we can look into this and get you some help.
Best regards,
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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Extending a document in Adobe Acrobat if you have purchased and own LiveCycle Reader Extensions

I work for an organization that has purchased adobe livcycle designer suite which includes Livecycle reader extensions. However we do not really have a need (besides perhaps per the EULA), nor the technical support to extend reader documents using the server based LiveCycle Reader extensions. We will definitly be collecting info from over 500 receipients so per the adobe acrobat license agreement:
16.8.3 For any unique Extended Document, Customer may only (a) Deploy that Extended Document to an unlimited number of recipients, but Customer shall not extract data from more than five hundred (500) instances of such Extended Document (or any hardcopy representation of that Extended Document) that contains data from a recipient; or (b) Deploy an Extended Document to no more than five hundred (500) recipients without limits on the number of times Customer may extract data from a recipient from that Extended Document. Obtaining additional licenses to use Acrobat Standard, Acrobat Pro, or Adobe Acrobat Suite shall not increase
the foregoing limits (that is, the foregoing limits are the aggregate total limits regardless of how many additional licenses to use Acrobat Standard, Acrobat Pro, or Adobe Acrobat Suite the Customer may have obtained). For the avoidance of doubt, if Customer purchases another Adobe product or service that allows Customer to send a greater number of PDF files or forms (e.g. Adobe FormsCentral or Adobe LiveCycle Reader Extensions), then the terms of that Adobe product or service shall supersede the terms of this Section 16.8.3
Given the very last sentence, it sounds me like since my organization has provided me with a copy of LiveCycle Reader extensions I can extend the adobe document using adobe acrobat if I wish, and still be within the terms of the EULA, is this the correct interpretation? I would prefer not to actually use the LiveCycle reader extensions as once again we do not have the technical support, nor the need for this server based solutions.

Hi Ben,
Thank you for providing the detailed description of the problem.
The contents of the password-protected PDF document are encrypted (so that nobody can read the contents until the correct password is entered).
Acrobat DC mobile products (for iOS and Android) have the known limitation where changes cannot be saved to encrypted PDF documents. Therefore, users are not able to make any changes (e.g. adding comments/annotations or filling out forms) to encrypted PDF documents.
Sorry for the inconvenience.

Experience with Apple Support?

I bought an Ipod almost a year ago and every few months have had a problem along the lines of freezing screens or nothing happening. Each time (3 times) i have taken it back to the Apple service centre and each time they have replaced it with a new one. Whilst it has been frustrating to have to regularly make the visits, wait for a while while they deal with it, and then reload everything, i do appreciate the replacements. However, as it is coming up to the end of my original 1 year warranty, and I have only recently had the latest faulty one replaced, i am concerned about the future reliability of the Ipod, having hardly had a good experience with them to date. I don't see why I should have to pay for a year's warranty extension myself when I am effectively dealing with am ipod that is only a couple of months old and that they should support.
On disussing my concerns with my local reseller they agreed that it was reasonable to expect Apple to provide an extra year's warranty based on the problems i have experienced and suggested that i contact Apple customer care. I did so several weeks ago and spoke to one of the staff who insinuated that it was something I had done, which is completely untrue and offensive. I hardly enjoy the hassle of having to go through the rigmarole of repair and replacement, and it isnt hard to find other people who have had faults on their ipods.
She refused to increase the warranty for a year, offering a few extra weeks. I asked to speak to a supervisor and she said she would escalate my call. A week later I had heard nothing and called again. This time I was told that the call had been passed to a supervisor called Natalie who was out that day and another message would be sent to her. This is now 2 weeks ago and i still have not had the courtesy of a response.
Anyone with similar experiences/advice?

that was the whole message I received..
2.2
Here is how we found this bug:
The user is unable to export their iTunes content. The exported items do not appear in the selected destination.
This review was conducted on an iMac running OS X 10.8.2
For discrete code-level questions, you may wish to consult with Apple Developer Technical Support. Please be sure to:
- include the complete details of your rejection issues
- prepare any symbolicated crash logs, screenshots, or steps to reproduce the issues for when the DTS engineer follows up.
For information on how to symbolicate and read a crash log, please see Technical Note TN2123 - CrashReporter.
they want me to provide crash logs? can't do, it doesn't crash and did not have any issues on the two mac I tested on. Can't provide screenshots or any kind of steps because they're the ones who's saying it's not working and they don't provide the steps to help me reproduce it.

Literally the worst customer support experience I've ever had to deal with -- Why don't they let their customers speak to supervisors on demand?

Call 1: I spoke to them to see if I was eligible for an upgrade. It turned out they had accidentally counted a temporary phone switch to an old device as an upgrade. The representative was extremely slow minded and took over an hour to read through my notes and process what I was saying happened, consulting with his supervisor multiple times. He claimed to have noted everything and told me I had to go to a verizon store to verify in person that I was still using my original phone, and that then I would be able to get an upgrade immediately.
Trip to the store: Drove an hour only to be told by the store rep that there were NO NOTES on my account about the issue and there was nothing he could do to help me and that I'd have to call customer support again. The store was closing in 20 mins and customer support seems to take 45 minutes minimum to resolve anything, so I left.
Call 2: Asked a woman to speak to a supervisor about the guy who wasted 2+ hours of my life and gas money. She put me on hold for a long time, came back and said they were all busy right now, would I like to leave my complaint with her? I said no thank you, I will keep waiting. She said ok, and proceeded to hang up.
Call 3: Asked a different woman to speak to a supervisor, she put me on hold for a long time and then told me that since I wasn't an authorized user I could not speak to one... lol ok. Had a family member call and authorize me.
Call 4: Asked a guy to speak to a manager. He insisted on taking the complaint himself. Why would I trust someone to take a complaint about their colleague possibly sitting a few desks away when many of them have proven to be incredibly incompetent already? It sounded like we were making progress... then he hung up too.
Call 5: Asked yet another woman to speak to the manager. She demanded a reason, I told her it was to make a complaint and she told me about a dozen times that the managers would just tell her to take the complaint. I insisted, she refused... finally I threatened to close all of our accounts unless she let me speak to a manager. She said they couldn't right now since the office was closing soon, but that one would call me within 24-48 hours. I'd bet my life savings that never happens. At that point I tried to talk to her about the original upgrade issue, and she said her system had suddenly crashed and that I'd have to call back the next day... Seriously???
Absolutely unreal how horrible their customer support is. Will be switching to T-Mobile immediately.

Having worked in customer service, I have some experience with this kind of situation. Reps are typically trained to make all attempts to handle complaints by themselves, because there are obviously many more reps than supervisors. They're usually REQUIRED to fully authorize the account and to get the whole situation from the customer prior to referring you to a supervisor. One of the biggest problems is that many customers think that demanding a supervisor is a way to guarantee you will get what you want. If the reason for your request to escalate isn't a valid one, the supervisor won't give in to you either.
There are plenty of times in my own experience, especially as a brand new rep out of training, that I took a long time to research and get an understanding of the issue. Yes, I wasn't moving at light speed, but that doesn't make me an idiot. It means I was trying to gather as much info s possible to try and deal with the issue. But I had plenty of customers tell me I was stupid and to transfer them to my supervisor, simply because I took longer than their patience could tolerate to get all the details I needed.
I have never had a job that I executed flawlessly day in and day out. Maybe you have and that's why you can't tolerate a person taking a little longer to wrap their head around the issue, but I'd rather doubt it.
I also don't think you will find reps who work at light speed and utilize a magic wand to fix people's issues at T-Mobile, either, but I guess it never hurts to try.
Just to clarify: I do not work for Verizon and never have. I worked for a residential phone and internet company.

Experience Scanning with Acrobat 9 on a Mac

Friends asked for a copy of a 4-page document we'd used in a study group. I'll just scan it in with Acrobat! Then we have the benefits of its being electronic. Plus it'll give me a chance to try out Acrobat 9, which I just got, and scanning on my Mac (on Windows until recently).
Why it took me an hour to scan the document:
Acrobat can assemble a PDF file from scanned pages and OCR it. I'll just scan in this four page doc and send it out as PDF. Simple, right?
Bring up the Acrobat panel to Create PDF From Scanner, and it says to select a scanner. There are none on the list. Hmm.
When I set up my Mac a few weeks ago I tested and was able to scan. Maybe it's because my printer/scanner is now plugged in via TimeCapsule rather than directly as before. Can my Mac see it? How do I know? Can it see the printer device--perhaps both printer and scanner don't come online at the same time. Bring up Sys Prefs, it shows a green light by the TimeCapsule-connected printer. Ah, but it did that yesterday even though it could NOT print to it. Bring up the Print Queue for that printer and click Utility. ...scanning for printers...found none. Do I believe that? Try printing to it. It works. Finding none doesn't mean it isn't working.
Try plugging the printer/scanner directly into the Mac. No difference.
Follow the "maybe scan is different from printing" thought. Where is the System Prefs for Scan/Fax? Doesn't seem to be one. Maybe it's just TWAIN drivers. How was it I tested scanning initially? Search [Finder] for scanner. Nothing obvious. Futz around a bit. Ah, it was Image Capture.
Image Capture CAN see the scanner. So I could scan in by hand to separate files and assemble in Acrobat. Sure would be easier if Acrobat had control of the scanner as it [presumably] knows more about what it needs re scan settings. Search Internet for problem. Aha, found it on the third hit. The Epson TWAIN (scan) driver must not be Universal binary. Acrobat sees only Mac Universal binaries.
Check Adobe documentation to see if there's a way around this. None found. They don't even acknowledge the Universal binary requirement when talking about Mac.
So, scan separate pages using Image Capture. Ahh. The document's printed on really thin paper so type from the back side is bleeding through, badly. How can I adjust the contrast on the scanner to compensate? Nothing obvious. What if I tell Image Capture it's Text? No, that just seems to change Bit Depth to 1. Changing it back to 8 causes the Document type to be Photo. Well, at least there's a setting for B&W Photo.
Scan to TIFF files (the default). Go into Acrobat and create a PDF from the four TIFFs. Run OCR. Hmm. Still looks awful because of bleed through in image--OCR just adds invisible (selectable, searchable) text on top, without discarding image--and file size is rather large. It's good enough, but now I'm curious as I've had better results with this in the past with Acrobat 8 on Windows, though it's been so long I can't remember exactly how.
Back to the Internet to read about OCR in Acrobat 9. Ahh. I think they phased out the previous method I used and replaced it with "ClearScan", a new technology which creates Type 3 approximation fonts on the fly and places those visible on top with the scanned image, greatly compressed (and de-skewed) underneath. They recommend scanning at 300 dpi (I'd used whatever the default was, 150 I think).
OK. Try scanning again. Set to 300 dpi. Hmm. Must be SOME way to change the contrast to correct the bleed through. Ahh. It's set to "Image Correction: None". I'd missed that before--my bad. Try "Manual". I get a control panel. No contrast but I can affect brightness separately in Dark, Midtones, and Light. Turning up Light does it. Scan all the pages again. Bleed through is gone (as seen in Preview windows that pop up).
Go into Acrobat and recreate the PDF from the TIFFs. Well, it won't let me see the files. I scanned them into /tmp. (I've set up a symlink of /tmp to /FinderVisibleRoot/tmp (along with other hidden / dirs).) tmp is greyed out though not others in that dir. Futz around a bit trying other operations which open a file panel, come back, and now tmp's not greyed out. Sigh.
Create the PDF from the TIFFs. Looks exactly like before, bleed through and all. WTF? Check the TIFFs in Preview--as expected; no bleed through. Perhaps something got cached. Close and restart Acrobat and try again. Same result.
The Image Capture adjustment to Brightness must not have changed the actual scan but some meta data stored in the TIFF. ??
Where can I tell Acrobat to honor that? There are no options when I open files to be combined to create the PDF. "Try again, Luke." Nope.
Let's try just one file at a time with Create PDF From File. Same problem. The files panel for opening those files DOES have a Settings... button, but it's greyed out. It's set to "All Types", which includes TIFF. What if I change it to just TIFF? AHA!! Now the Settings... button is active. Not obvious to me (I get why, given multiple types could be selected, but my gosh).
Now I can control how Acrobat changes the incoming TIFFs (I'm guessing PDF doesn't support TIFF directly so converts to JPEG, CCITT, etc.). Not exactly sure how conversion works so futz with a few of what I imagine are the obvious options. No effect. Hmm.
Ah. Maybe Image Capture (or the driver) is actually creating a color profile to affect the image adjustments I made, and embedding that in the TIFF. Can color profiles be put in TIFFs? I didn't think so. Turns out they can. And retaining embedded profiles was turned on in the conversion settings by default for all image types EXCEPT greyscale. :-) Turn it on for greyscale and try again. Voila!
OK. Go back to Merge Files Into Single PDF to do all the pages. Oops. There's no Settings... option where I can tell it to keep the embedded profiles. Sigh. Use Create PDF From File for each page then merge those.
Now run OCR with ClearScan on the resulting PDF, and keep only very low resolution of original scan. Result is a small (196K for 4 pg), clean looking, fully searchable document!
The on-the-fly Type 3 fonts it created aren't great (flaws visible when zoomed). I think an older technology we had at Adobe of trying to match scanned chars to available fonts stands a better chance for high fidelity (and this may still be avail in a non-ClearScan option). However, I still like the new ClearScan technology for some uses like this, where fidelity isn't such an issue.
Hopefully, the Universal binary problem on Mac with Acrobat will go away at some point (when I get a new printer? ) so I'll just be able to scan directly into PDF. And Adobe will need to add Settings for Merge Files Into A Single PDF to control color profile handling, etc.
Thanks to all the Adobe forum folk whose posts informed me for this task.
--Dan

When I posted the message, it showed me "More Like This" with some relevant threads. Relevance was pretty cool.
I read there are Acrobat app-wide conversion settings for importing different file types. If I set Preferences/Convert To PDF/TIFF settings, it affects files specified to Merge Files Into A Single PDF. It's still inconsistent that I specify it one way for Create PDF From File and another for Merge Files Into A Single PDF, but at least it can be done.

Adobe Reader Rights with Acrobat 10 Pro

I recently upgraded from Acrobat Pro 9 to 10. With 9 I could assign Adobe Reader Rights. With 10 I can't quite figure out how to do that and forms designed in 9 when revised lose these rights. Any suggestions?

I think you are in the wrong forum.
This forum deals with Adobe LiveCycle Collaboration Service.
Maybe this forum instead:
http://forums.adobe.com/community/adobe_reader_forums

Frustrating support experience with Acrobat/Livecycle/Reader

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