Unable to Log In and support no help

Unbelievable several days with Customer support. Signed up for Creative Cloud at the first price they advertised at $49 and found that I qualified for a lower rate and the nightmare began when I contacted support. I am providing transcripts of two conversations keeping in mind that in two instances the email transcript function fail and that I cannot provide live phone calls that I have attempting to confirm that the higher rate account was canceled then the ensuing horror of finding that my original account was somehow severed to from my original email. The level of incompetence in customer support is staggering. I had to create a new account to simply post here as my orginal email is wiped.
General Info
Chat start time     May 5, 2012 8:16:40 PM EST
Chat end time     May 5, 2012 8:41:36 PM EST
Duration (actual chatting time)     00:24:55
Operator     Suman K
Chat Transcript
info: Thank you for choosing Adobe. A representative will be with you shortly. Your estimated wait time is 0 minute(s) and 1 second(s) or longer as there are 1 customer(s) in line ahead of you.
info: You are now chatting with Suman K.
Suman K: Hello! Welcome to Adobe Customer Service.
Suman K: Hi Ricky.
Suman K: How are you?
Ricky Flores: Good
Suman K: I'm glad to hear it.
Suman K: Could you please explain the issue in detail?
Ricky Flores: I qualify for a lower rate for Adobe Cloud and I want to pay that rate instead of the higher one which is 49.99 as oppose to 29.99
Ricky Flores: I have pre-order for the higher rate
Suman K: Thank you for confirming.
Suman K: I would be glad to help you with this.
Suman K: Before we proceed may I have your first and last name and your email address please?
Ricky Flores: Ricky Flores
Suman K: Thank you.
Suman K: Are you a student?
Ricky Flores: Current Creative Suite users - Save $20/month for the first year on Adobe Creative Cloud. Offer available to all registered users with CS3 or later.*
Ricky Flores: Being a student is not a factor but it was purchased for a student
Ricky Flores: I am a registered User
Suman K: May I have the order number please?
Suman K: Yes. I can locate your account and the purchase history.
Suman K: Please confirm the order number.
Ricky Flores: AD00
Suman K: Thank you for the order number.
Suman K: Please allow me 2-3 minutes while I check this for you.
Ricky Flores: Thank you
Suman K: Thank you for waiting. One moment please.
Suman K: Thank you for being online.
Suman K: I checked and see that the order is pending.
Ricky Flores: I either want to cancel it if you cannot give me the lower rate and i will reapply.
Suman K: Do you have the previous CS3 subscription order number?
Ricky Flores: AD001
Suman K: Thank you.
Suman K: The order number is for the " Adobe Photoshop CS5 Extended Student and Teacher Edition ".
Suman K: Not the subscription.
Suman K: Let me explain in detail.
Ricky Flores: You can but your website claims that I qualify...
Ricky Flores: I even have it in my cart ready to go
Suman K: If you have the CS3 subscription you will get the Cloud subscription at $29.99. But in this case you have the full version product not the subscription. That is why the order price is $49. If you have existing subscription it will automatically upgrade to the Creative cloud.
Ricky Flores: Creative Cloud membership one-year I want to buy: Subscription Plan: One-year Platform: Mac/Win Language: Multiple Languages Delivery: Download Quantity: 1 Preorder Estimated Availability May 7, 2012. Your credit card will not be charged until the product is ready to download. Estimated availability date is subject to change. Edit | Remove US $2999 per month
Ricky Flores: Your website disagrees, so either you or it is not in sync with what is entailed so, since I have you online, I want to cancel my order.
Suman K: May I have the URL from where you came to know you are eligible for the lower price?
Ricky Flores: Your website
Ricky Flores: Please cancel my order
Suman K: Alright!
Suman K: Please allow me 2-3 minutes while I cancel this order.
Suman K: Thank you for being online.
Suman K: I have successfully cancelled the order.
Suman K: Is there anything else I can help you with?
Ricky Flores: No thank you Suman! Have a great day!
info: Your chat transcript will be sent to at the end of your chat.
Suman K: I'll be right with you.
Suman K: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
End of Chat one, I blame this guy for not getting it right and screwing something up, at least until I'm told otherwise.
Subhabrata: Hello! Welcome to Adobe Customer Service.
Subhabrata: Hi Ricky
Ricky: Hello
Subhabrata: May I please have your email address registered with Adobe while I review your request?
Ricky: My name is Ricky Flores, my email is , this is one of several attempts to resolve my issue. Just got disconnected with Live Chat. Have been sent an email to reset my password. that does not work with my account for some reason. Have contacted customer support by phone earlier today and was told that my issue is a critical issue and that it was kicked up to tier 2
Subhabrata: Thank you.
Subhabrata: I understand that you are unable to login to your adobe account , am I correct?
Ricky: My name is Ricky Flores, my email is , this is one of several attempts to resolve my issue. Just got disconnected with Live Chat. Have been sent an email to reset my password. that does not work with my account for some reason. Have contacted customer support by phone earlier today and was told that my issue is a critical issue and that it was kicked up to tier 2
Ricky: yes that is correct
Subhabrata: Thank you for confirming
Subhabrata: I will be glad to check it and help you with this.
Subhabrata: Please re check the email id.
Ricky: Can we change the email that my account is associated with to see if that resolves the problem?
Ricky: .com
Subhabrata: I have checked and see that there is no account with your email id.
Ricky: Yeah unfortunetely there is
Ricky: Check via my name
Ricky: If you can't please kick me up to a high support tier this is getting ridiculous
Ricky: higher*
Subhabrata: In this case do you wish me to create an account for you?
Ricky: Create a account what do you mean?
Subhabrata: As I see there is no account with your email id.
Ricky: Look if you creat a accound for an id that doesn't exist for a service with associted products that I own and paid for, what happens to them? I need to speak with a higher tier of support...
Subhabrata: Do you have any other email id or the order number?
Ricky: Thank you for ordering from the Adobe Store. Here are details about your order:     Adobe ID: COM Order number:    AD005 Order date:    May 5, 2012 Products ordered:     Qty    Product 1 Creative Cloud membership one-year (Mac/Win,Multiple Languages) Total purchase amount:    US $32.20
Ricky: I own CS5, Lightroom 4, Photoshop express....
Subhabrata: There is an account.
Subhabrata: As it is the newly created account I am unable to pull up the details.
Subhabrata: In this case I will escalate the case to senior level for the resolution.
Ricky: It is NOT a newly created account it is a OLD account with a NEW product that seems to have wiped all of my OLD information.
info: Your chat transcript will be sent to com at the end of your chat.
Subhabrata: As I am not able to pull up the details.
Subhabrata: I will escalate the to senior level.
Ricky: Good waiting...
Ricky: Be advise I am forwarding all my interactions to corporate, I am fed up.
Subhabrata: Ricky, I will escalate it for login issue they will contact you back via email within 2 to 3 business days.
Ricky: No bloody way.....
info: Your chat transcript will be sent to .com at the end of your chat.
Ricky: I need a case number or tracking number for this issue...
Subhabrata: You will receive a case number after end of this chat session.
Ricky: No I want it now
Subhabrata: Also the option to copy the chat transcript.
Subhabrata: Case number will be generated only after end of this chat session.
Ricky: So you mean to tell me you don't generate a tracking number when you kick up my issue to a higher support tier and that I have to have this complete conversation again to explain my issue from scratch? Is that what you are tell me. Because I have done this several times and there is NO tracking number associated with the transcript when I received it.
Subhabrata: You will receive a case number after end of this chat session in your email.
Ricky: Chat start time     May 5, 2012 8:16:40 PM EST Chat end time     May 5, 2012 8:41:36 PM EST Duration (actual chatting time)     00:24:55 Operator     Suman K
Ricky: That was the first one you tell me where the tracking number is found on that form
Subhabrata: I am not talking about your tracking number.
Subhabrata: I am talking about the case number of our conversation.
Ricky: Okay tell me in this email from a past representative where the case number is? at the bottom or the top and I show you what is there...
Subhabrata: I will give you the case number for the previous conversation.
Subhabrata: Sorry! As I said I am unable to pull up your account.
Subhabrata: How can give you the details about the previous case.
Ricky: Because I kept track or everything that I have and I will be forwarding it to corporate. You guys really got to work on your support issues. This is really nutty...
Subhabrata: I am sorry! But as I am unable to pull up your account in our specific application I will escalate the case.
Subhabrata: Is there anything else I can help you with?
Ricky: Apparently not...
info: Your chat transcript will be sent to .com at the end of your chat.
No case number or tracking number was generated.
My issue remains unresolve and there is no clear place to post a complaint or receive qualified support from the website.
Ricky Flores
Staff Photographer
The Journal News
A Gannett Newspaper

Hey Bing:
Clearly the message hasn't trickled down to Adobe support. After purchasing Captivate, and trying to register now I'm locked out of my accoun entirely-- including all my files on Creative Cloud!! I just spent a the better part of two hours dealing with this exact same issue as the orginial poster (creative cloud login issues... likely due to an old email address floating around). Here's my favorite gem:
Khalid: I have checked the information and see that I am unable to reset your password and login to subscription service in this case I will go ahead and escalate this issue to our concern team who will reset and get back to you within 24 to 48 hours
Jeff: great. can i get a case number so i can follow up with billing / otherwise track this issue
Khalid: Once you close this chat you can login to your Adobe account after some time like 20 minutes later to view the case number
Jeff: how am i supposed to login exactly?
Khalid: If you are able to login to your Adobe account then you can login to Creative Cloud
Jeff: Khalid, that's what we've been trying to do
Jeff: if i could login we wouldn't have anything to escalate
Khalid: Yes, that is correct since you are unable to login I will escalate this issue to next level they will check and get back to you at the earliest
Jeff: got that. now how do i get this case number?

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Can I print from my Android device to non-HP printers and HP printers that the ePrint app does not support?
Yes. There are some third-party printing apps available for Android devices in the Google Play store (one example is Printershare). If your HP printer is not supported by the HP ePrint app, or if your HP printer compatible is not compatible with the HP ePrint app, you may be able to use a third-party print app to print your HP live photos.
Send the photo to yourself via the Share via email option from Live Photo. Then open the email on your phone and tap on the photo when it displays after downloading. Select the Android Menu option and choose Share. Your print app should appear on the Share list. Select the print app and complete your print as you normally do using that app.
Can I print Live Photos from my computer?
Yes. Simply share your photo via email from the Live Photo app to your own email address and then open the email and print the live photo as you normally do from your computer. You can print live photos from your computer to any printer you have attached to it that supports photo printing.
Can I print Live Photos on plain paper?
Always print Live Photos on photo paper to provide the necessary color, saturation, and depth for the best Live Photo experience. You may have success printing on plain paper, but results will be much less predictable.
Do I need a Facebook account to use HP Live Photo?
Viewing: No. A Facebook account is not required to view live photos using the Live Photo app.
Creating: No. A Facebook account is not required to create Live Photos. You can create and share them using your Live Photo Nametag. However: If you create live photos without logging into Facebook, we cannot make your live photos available to you in the Live Photo app on other devices. Any live photos you create on a device using just a Live Photo nametag will be added to your Live Photo gallery and available on other devices if you sign into the app using Facebook.
Do I need an internet connection to use this app?
Yes, HP Live photo requires an internet connection for launch/use.
I played the introduction video in the app but why is there no sound – what’s wrong?
Make sure that you have sound enabled on your iOS device...if you are set to virbrate mode you will not hear audio with the video.
How can I provide feedback on Live Photo features that I’d like added or changed?
In the HP Live Photo app, select Settings and scroll down to the Send Feedback option. We would love to hear from you! Note that this option is for feedback and is not monitored for support questions. For support questions see the
Printing Live Photos, Troubleshooting, and Support sections below.
I am having an issue with the HP Live Photo app – where can I get help?
See the Printing Live Photos and Troubleshooting sections below. If you can’t find what you need and would like to contact HP Live Photo support, see the Support section below.
PRINTING LIVE PHOTOS
Always print Live Photos on photo paper to provide the necessary color, saturation, and depth for the best Live Photo experience.
You can print from your iOS device on 4x6 or 5x7 photo paper using Airprint if you have an Airprint compatible printer.
You can print from your Android device on 4x6 or 5x7 photo paper via the HP ePrint app if you have an HP wireless/Ethernet connected printer.
Printing Live Photos shared via email on an iPhone/iPad using Airprint:
Long-press on the image in the email and select “Save Image” from the pop-up list of options and select the Save option.
Go to your Camera Roll and open the image.
Ensure you have 4x6 or 5x7 photo paper in your printer’s photo paper tray, or main tray if you do not have a separate photo paper tray, select the Action icon and choose the Print option.
If you need help with Airprint, follow the steps in “How do I send a print job using Apple AirPrint?” section in these instructions
More information on Airprint:
- HP Airprint support forum discussion thread: Click here.
- All Airprint enabled printers: http://support.apple.com/kb/HT4356
Printing Live Photos shared via email on an Android device (requires HP printer):
Tap on the image in the email to open the image.
While viewing the image, select Menu>Share
Select the HP ePrint app as the share target, or another print app that you prefer to use if you have one installed. If you select another print app, complete the print as you normally do.
If you select the HP ePrint app it will open displaying the image – select Print in the HP ePrint app to print the image. Ensure you have 4x6 or 5x7 photo paper in your printer’s photo paper tray, or main tray if you do not have a separate photo paper tray, and select either 4x6 or 5x7 print size in the HP ePrint app settings.
More information on the HP ePrint mobile app.
HP ePrint mobile app FAQs: http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&dlc=en&docname=c01923321
Printing Live Photos shared via email on PC and Mac:
You can also use the Email option to send a Live Photo to yourself, open the email on your computer and save and print the photo as you normally print photos on your computer.
On a PC, right-click on the photo in the email and select the Save option.
On a Mac, see this information.
If you need additional help printing photos from your PC, Click here.
Printing Live Photos shared via Facebook:
It’s usually easiest to save the photo from Facebook and then print it on your computer or device.
Computer: Select the photo and select “Options>Download” to save the photo to your computer.
Mobile: Long-press on the photo and select “Save Photo” to save the photo to your device.
After saving the Live Photo print it as you normally print on your computer or device.
Printing Photos Directly from Facebook on Your Computer:
You may also want to try the HP Facebook Photo and Album printing option to print live photos from Facebook shares.
However, it may be simpler to save and print the photo from your computer or device using a process that you are more familiar with.
https://apps.facebook.com/hpprint/
TROUBLESHOOTING
Create:
Can I change the images that the app pulled from the video for the Live Photo?
It is not possible to directly select a specific frame of the video to print as the Live Photo. You can try the refresh button in the upper-right corner of the “Choose Image” screen to re-scan your video.
What can I do if the HP Live Photo app is unable to find an image in my video for the Live Photo?
The most likely reason for not finding an appropriate image to print for the Live Photo is that the content of the video does not provide enough contrast. For example, a video of a white dog walking on the sidewalk, or black dog walking on asphalt. The best way to try to resolve this issue is to shoot the video with more lighting to increase the contrast. You can also try to include a few “still shots” in the video where camera and subject movement is minimized.
What if I don’t want to share the entire video?
After you select your video, you can use standard iOS video trim functions within the HP Live Photo app to choose your desired begin and end points.
What if my video is longer than 45 seconds?
The HP Live Photo app will display the video trim controls automatically with a 45 second segment selected so you can choose what portion of the video to include.
Can I use a video from another source?
HP Live Photo currently only supports videos created on your iOS device.
It’s taking a very long time to save my Live Photo project. What can I do to speed it up?
Saving the project requires uploading both the video clip and the photo, and completing several tasks in the cloud to link the Live Photo to the video. Depending on the length of your video and the speed of your internet upload connection (which can vary significantly over time), this can take several minutes.
If you are on Wi-Fi and the save is taking more than five minutes or not completing, try changing to 3G or 4G, which usually have faster upload speeds than home or public Wi-Fi connections. (Data charges may apply.) You can also try using a shorter video clip.   (If you are interested, you can use services like www.speedtest.net to test your Wi-Fi and 3G/4G upload speeds.)
How do I view or share Live Photos I’ve already created?
Select the Live Photos option (icon looks like a small stack of photos) in the Live Photo app to view the Live Photos you have created. Select one of them to view the photo and choose a print or share option.
How do I delete a Live Photo from my list of saved Live Photos?
iOS: Go to the Live Photo tab and slide your finger left-to-right on the Live Photo you want to delete. A “Delete” button will appear – select it to delete the photo.
Android: Select the Live Photo icon (at the top of the Live Photo app, looks like a stack of photos) to view your live photos. Long press on a live photo a context menu will appear with Delete and Share options. Select the Delete option.
Share
I’m having problems printing a Live Photo that was shared to me.
See the Printing Live Photos section above for general information and assistance with printing HP Live Photos.
Can I use the app to view a Live Photo on my computer screen?
Yes. If you share the Live Photo via email or Facebook, recipients can use the HP Live Photo app to view the Live Photo on screen and see the video. Results can be affected by the monitor display resolution and type, as well as ambient lighting.
My friend doesn’t have an iOS or Android device. Can I share my Live Photo with her?
At this time an iOS or Android device is required to view the videos associated with your Live Photos.
I just need the viewing instruction sheet – how can I print that?
Go into app Settings and scroll down and select the “Print Instructions” option. If you prefer not to print the instructions on 4x6 or 5x7 media, remove photo media from the photo tray before you send the print.
View:
I have a Live Photo that does not play when I view it through the HP Live Photo app. What’s wrong?
Below are some reasons why this could occur:
The photo is not an HP Live Photo. Look for the small blue icon of a bird in the lower-right corner of the photo to confirm it is a Live Photo.
The person who created the Live Photo must be either one of your Facebook friends, or you must connect to them by entering their nametag (printed on the bottom-right of the live photo) in the View screen in the Live Photo app.
The Live Photo needs to be printed on photo paper for best results.
Ensure sufficient light is available for viewing, and minimize any glare or shadows on the photo.
The creator of the Live Photo may have deleted the Live Photo project from their app. Contact them to confirm it is still available.
An internet connection that is too slow/unstable.
Can I view Live Photos with other augmented reality apps?
No. HP Live Photo requires the HP Live Photo app to view the images and display the video.
SUPPORT
If you are unable to find an answer to your question in the FAQ, Printing Live Photos, and Troubleshooting sections above, you can get support via email for the HP Live Photo application at the following email address:
[email protected]
To ensure a quick resolution of your support question, please provide:
A clear subject line - e.g., “Live Photo – printing problem”
A complete description of your problem – what you are trying to do and what is going wrong.
What iOS mobile device you are using
Your printer make/model
Note that we do not have the necessary information to provide support for photo printing on non-HP printers.
I am an HP employee.

Connybelle wrote:
My HP Photosmart 5514 is set up on wireless. It will not let me print a picture from my computer. No matter what I do, it tells me to insert a memory card. I want to print what is in my pictures on the computer. Any ideas?
If you're trying to print from your computer to your printer via wireless, you have a basic printing question...You can get help for those types of questions in this forum:
http://h30434.www3.hp.com/t5/Printing-Issues-Troubleshooting/bd-p/PostPrint
I am an HP employee.

My original Apple ID is giving me grief when I try to log on to Support- Communities. Can somebody help?

I had to create a new email address, then using the new email address I created this Apple ID to log in here. But my normal email address (and original Apple ID) is giving me nothing but grief when I try to log on to support->communities. On my iPhone: [ When I type in my normal email address and password, I'm taken to another login page that says in red letters "Please sign in again. For added security, we need to reconfirm your Apple ID." When I re-enter my password, I get an error "Safari cannot open the page. The error was: "cannot decode raw data". " ]
On my iMac running Firefox, same story but the error is something about unable to load data because of an unsupported compressed format, and it says to contact the web administrator (which would be Apple) - when I press the button "try again" it gets me to the appleid.apple.com page that asks me to pick a user name (to be seen by other members of the community). From there I also run in circles (see below):
Telephone tech support keeps sending me to appleid.apple.com which also gives me nothing but grief: it asks me to pick a user id (a nickname to be used in the forums) but when I do, I get the error message in red font telling me that there is already somebody using my Apple ID (which is of course my email and therefore is my account) -- so why are they asking me to pick a user ID if I already have one? This is very frustrating. When I call and talk to tech support, they try to get me to buy extended service to help me log in, but the reason I'm trying to log in to support->communities is because I can't afford extended service. The people patient enough to stay on the phone tell me to go to iTunes and fill out a support request, but there's no option to fill out a support request for website difficulties. Please help!
I think this is probably because my original Apple ID was "mtalldude" and instead of creating a new account when Apple switched to using email addresses as Apple IDs I just changed my ID to my email address. My original ID may be ten or twenty years old. I don't mind saying that my new login id (the one I'm having trouble with) is sal_mander at hotmail in case a website administrator is reading this and can help me and needs this info and can reset whatever is broken and is not allowing me to pick a user name. Please don't spam me fellow humans!

Thanks for the flag J.K. - they contaced me and solved my problem. On this account (which I created just to ask this question), I log in with my email rather than my user name (mtalldud). On the account that I was having trouble with, they told me to use my user ID instead of my email to log in and it worked. This is a bit confusing and seems a bit inconsistent but at least I don't need this temporary account any more to get into this community and find answers!

TS4268 After the update I am unable to log in to get iMessages. It says "Could not sign in. Please check your network connection and try again". My phone is connected to Wi-fi. What should I do?

After the update I am unable to log in to get iMessages. It says "Could not sign in. Please check your network connection and try again". My phone is connected to Wi-fi. What should I do?

Hi andrea110,
Welcome to the Support Communities!
The article below may be able to help you with this issue.
Click on the link to see more details and screenshots.
The settings are the same for iOS 7:
iOS 6 and OS X Mountain Lion: Link your phone number and Apple ID for use with FaceTime and iMessage
http://support.apple.com/kb/HT5538
iOS: Troubleshooting Messages
http://support.apple.com/kb/TS2755?viewlocale=en_US
Cheers,
- Judy

"Sorry, we are unable to log you in" message when trying to purchase a product. Any help please?

I am trying to purchase (or even use a trial version at least) a product in extension manager and it gives me "Sorry we are unable to log you in" message no matter how many times I press "Log in" button.
Would appreciate any help please

Hi Alwaysadobe,
Glad to hear that you have solved the problem. We also got the help from Adobe Exchange team. They gave the steps below for this issue. If you have any other problems, please let us know. Thanks.
Xiaoyi
========================================================================================== ============================
If the user has already created a new AdobeID and tried to deleted file at the Application Support/Adobe/opm.db and it is still not working he should try this.
you could suggest that the user closes all applications and Repair Disk Permissions on OSX:
2. Open Disk Utility, located at /Applications/Utilities/Disk Utility
3. Select your startup disk on the left of the Disk Utility window
4. Select First Aid from the tabs
Click the "Repair Disk Permissions" button
It is always a good idea to run Repair Disk Permissions on OSX after an update, say from 10.8 to 10.8.x.
On Windows he can Run sfc /scannow In the command prompt.
1. Type sfc /scannow and hit Enter.
He could also try and disable any 3rd party firewall, antivirus programs. I hope this helps.

Unable to Log In and support no help

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