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Adobe's Tech Support is AWFUL!!!!!!!  5 days and no solution!!!! Please help!!!! crashing!

Jun 11, 2012 1:09 PM

Tags: #creative #crashing #bad #cs6 #support #cloud #help! #awful #tech

I this issue can be address be addressed....

 

I am completely disappointed, frustrated and angry!!  I have spent over 9 hours on the phone with tech support - in India.  This would not be a problem, but it seems these techs at the call center don't really know anything about Adobe products.  And..... they speak very poor english.  I even had one agent put me on hold for 45 minutes!!!  It was at that time I realized what a sucker I was for waiting that long and hung up.   They don't document the cases that well, because I've called at least 30 times.  Each time I get asked what the problem is, after I've given them my case number.  At a certain point, and as much as we designers pay for these products, I just want to speak with someone who can help and communicate well with me.   Sorry for the rant, but it's ridiculous.

 

 

I recently upgraded my Creative Suite master collection to CS6 Creative Cloud Master Collection.  Here are my system specs:

 

 

3.06 Ghz Core 2 Duo

6 GB RAM

OS- (currently) 10.7.4

 

 

CS6 Creative Cloud worked great with Mac OS 10.6 - no issues.  However, like an idiot, I upgraded to Mac Os x 10.7.4.   Immediately - all Adobe products would work until  I saved a project a second time.  So here's the scenario no matter what product I use:

 

 

1.  Open application (photoshop, illustrator, indesign, premiere, etc...)

 

2. begin using application - no prob just yet.

 

3. Save / Save As project.  saves fine.

 

4. Work some more - fine

 

5. Save Project -  application crashes / spins, application not responding (gets to 83% and crashes / spins everytime).   However, do a Save As - different project name, no crash!

 

6. Upon Saving a second time and application becoming un-responsive,  I will try to Force Quit from finder.  This causes my entire system to become un responsive.  Only solution is to shut off the computer.

 

 

So Far I have done the following-

 

1. reinstalled all applications

 

2. Manually removed all applications and associated files - caches, prefs, etc.   /  re-installed.  Doesn't work

 

3. Created another user and tried applications with same results.

 

4. Tried the Root User

 

5. Reinstalled yet again.

 

6.  Checked for bad fonts.  no avail.

 

 

 

Cany anyone please help! I'm missing deadlines as it's been a five day issue!!!!!

1137 Views   14 Replies   Latest reply: makepbj, Jun 30, 2012 3:00 PM
 
Replies
  • David__B
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    1. David__B,
    Jun 11, 2012 4:57 PM   in reply to makepbj
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    Sorry to hear about your difficulties.

     

    Some additional questions to help better understand

     

    - Which applications are you using when this is happening?

    - What was the former suite you were using prior to upgrading?

    - Are the projects that the freeze is occuring ones which were created in an earlier version or CS6?

    - Do you still have the earlier versions installed?

    - Is the computer on a network?

    - Are you saving locally? Are all of files related to the project stored locally?

    - When you do the Save As that works are you saving to the same location as the original project?

     

    Please follow up when you get the chance

     

    -Dave

     
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  • Manish-Sharma
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    2. Manish-Sharma,
    Jun 11, 2012 5:00 PM   in reply to makepbj
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    Where exactly are you trying to save the file second time , on the server or on the desktop ?

     

    Also , Follow the below mentioned article to correct the permission and then check:-

    http://osxdaily.com/2011/11/15/repair-user-permissions-in-mac-os-x-lio n

     
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  • gavante
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    3. gavante,
    Jun 11, 2012 9:10 PM   in reply to makepbj
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    I can see why you are stressed, because it has been days and you're up against the wall with your deadlines.  First of all, have you asked for deadline extensions? Something can be done about it.  Nobody will ruin you over mechanical failures.  You may have to go back to the earlier software version to finish them up and free up your attention on this stress-wise.  Then, at your leisure or on a new machine, work on the new installed version again.  Go A-to-B on your goal of getting your jobs done first, then tinker with new software. Have you asked to take it to a higher level of tech support?  Adobe is very helpful and responsive. The folks in India strive to find answers in my experience and their English is good. You are just having difficulty uderstanding their accents, but they are very respectful and well-mannered.  Sometimes, when you are upset, it can be difficult to maintain a good communication line. When angry, you're not likely to even want to communicate. That's when I would put the phone down and call back after you have calmed down. Have them raise the level of support to a higher one and have them call you back to get composed. Otherwise, you might find it impossible to solve your solution without having your full attention on it.

     
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  • makepbj
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    4. makepbj,
    Jun 12, 2012 3:18 AM   in reply to David__B
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    I thank you all for taking the time to respond.  Your help and input is greatly appreciated.

     

     

     

    David_B — to answer your questions.

     

    -The problem has happened with all items in the suite, but mainly with illustrator, photoshop and indesign

     

    -I was previously using CS4 before my upgrade.  But again, CS6 was working fine with OS 10.6.8

     

    -Project freezes are occuring with both old projects and new ones.

     

    -Earlier version, CS4 has since been uninstalled as tech support had me manually uninstall all softwares.

     

    - The computer is on a simple network. We tend to work from a file server, however, the issue also occurs when saving to desktop or primary drive.

     

    -When I save second time, and software freezes, I am saving to same location, trying to over-write the file.

     

     

    Manish-Sharma—

     

    I've tried both.  Saving the files to desktop, my user document folder, and our file server.

     

    It also appears, that the article you linked is something I have not tried.  I will give this a try today.  Thanks!

     

     

    Gavante—

    Thanks for trying to help calm me down.

     

    Please don't misunderstand.  You are correct, the people I've spoken to have all been very nice.  They're just doing their jobs. 

     

    However, I have asked several times to recieve elevated help.  The last phone call I was on yesterday, prior to writing this lasted an hour +.  I spoke to 5 different individuals, all who continued to pass me on to someone of equal support level.  By this time I was very frustrated.  The last individual made a concerted effort to let me speak to the senior level support.  He assured me I would definitely recieve a call back in 10 to 15 minutes from a senior level support agent.  

     

    That was yesterday at 2pm.  I have yet to receive a call.

     

    It's also not an issue of me being able to understand the agents accents.   Quite the opposite.... It is they who have trouble understanding me, making swift communication very difficult. Which, as you can imagine, to a consumer trying to get an issue resolved is frustrating.

     
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  • gavante
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    5. gavante,
    Jun 12, 2012 10:37 AM   in reply to makepbj
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    I totally got it. I'm glad you know that I'm just trying to help. I've been there before.

     

    Find out if you can get an elevated customer technical support DIRECT e-mail address to get some help even faster. It's kind of neat how their tech support is organized by software and even problems get custom handled for the customer as they escalate upward.

     

    I have just forwarded your link to one of the e-mail addresses I came into last year when I was getting help for Adobe MasterSuite CS 5.5.

     

    Let's see if he can help get you routed to a higher tech support level to help you out even though it may not be in his area of handling, he's got some connection to others in the right area if he still works there.

     
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  • makepbj
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    6. makepbj,
    Jun 12, 2012 1:14 PM   in reply to Manish-Sharma
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    Followed the instructions to repair user permissions.  This did not help.   Still having the issue of the application freezing when I save.  It gets to 83% every time and freezes.  Then, if I try to force quit - that action freezes my entire system.

     
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  • David__B
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    7. David__B,
    Jun 12, 2012 1:39 PM   in reply to makepbj
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    Some of the things I would want to test next based on your responses

     

    I find it very interesting that it only occurs when you overwrite an existing file that the issue occurs

     

    Please test whether overwriting an existing file from another application results in this same behavior. Create and save a txt file using TextEdit in the same location as your Adobe project files. Save the file, close TextEdit, reopen the text file, edit it and try saving and overwriting the original. This is much more simplistic than saving from the Adobe products but still something to test.

     

    I know you say you have tried saving the file locally and gotten the same result but I would recommend removing the file server and network from the equation from a testing standpoint. Is it possible disconnect from the network and file server completely on the system and try saving the file twice on the desktop?

     

    Are there other networked computers in the immediate environment also running 10.7.4 not exhibiting this behavior?

     

    Did you test in root yourself or with a technician?

     
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  • makepbj
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    8. makepbj,
    Jun 12, 2012 1:51 PM   in reply to David__B
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    David, thanks for the suggestion.

     

    Interestingly.....

     

    So saving a text file to the desktop works fine. Overwriting a text file on the desktop works fine while connected to the file server.

     

     

    So, the next test— I ejected the Time Capsule, which is being used as a file server.  I also turned off my airport.   Opened Photoshop.  Created a new document.

     

    It saved fine the first time.  Then I modified and saved again and it worked fine!

     

        

     

    so.... is the Time Capsule the cause of all this? 

     

     

    Obviously I'd like to be able to save to the file server.  We have one other computer on 10.7 , but it doesn't use Adobe products.   Mine was the first over in the migration to CS6 and Lion. 

     

    Wondering how we can resolve this?  Any ideas

     
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  • David__B
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    9. David__B,
    Jun 12, 2012 1:53 PM   in reply to makepbj
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    Thanks for testing, I'm not really sure at this point, just trying to help narrow it down...

     
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  • makepbj
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    10. makepbj,
    Jun 12, 2012 2:16 PM   in reply to David__B
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    I did find this thread.

     

     

    http://forums.adobe.com/message/4461963

     
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  • makepbj
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    11. makepbj,
    Jun 12, 2012 2:17 PM   in reply to makepbj
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    I'm calling apple now.

     

    We'll see if I can find anything out.

     
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  • David__B
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    12. David__B,
    Jun 19, 2012 11:37 AM   in reply to makepbj
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    I didn't have all of the necessary hardware with my Mac to test this but I reached out to one of my peers that did and he was able to recreate the behavior as well. His testing, like yours, only seemed to exhibit this behavior when saving from Adobe apps to TimeCapsule. So this is something in which both companies (Adobe and Apple) might need to work together to figure out a solution. Thank you for posting about this. I appreciate you contacting Apple about it. I'm sorry this has been such a frustrating process. We are reporting the issue internally to our developers also. My best advice for the time being would be to not use TimeCapsule as a file server or not upgrade the other Macs in the office to Lion if it didn't happen in Snow Leopard and this is something you use all the time.

     

    -Dave

     
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  • makepbj
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    13. makepbj,
    Jun 13, 2012 7:12 AM   in reply to David__B
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    So I think I've found a solution for those of us using a file server - mainly the TimeCapsule.

     

     

    -I've copied my working files to my local user / documents/ clients folder. 

     

    -I then I installed a file sync app called DirectorySync available in the app store at Apple.

     

    -once i had installed this  I created a test folder, copied working files into it and did the same on the Time Capsule file server.

     

    -I then set up the sync capablities in the DirectorySync app just for the test folder.

     

    -After this I left the server connected and fired up Photoshop.

     

    -I created a new file in my local test folder.  saved. modified and then saved again with no issues.  DirectorySync app then saw the file and sync'd it with the File server.

     

     

    So far so good.

     

     

    Not ideal, but a solution.

     
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  • makepbj
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    14. makepbj,
    Jun 30, 2012 3:00 PM   in reply to makepbj
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    Ok,

     

    Just an update here.  Since I've been working with my Creative Suite by saving on my local machine, not saving to the Time Capsule file server—I've no longer had issues.

     

     

    The best solution I've found for syncing files to the Time Capsule has been an App called SYNK PRO.  Works like a charm.  It has bi-directional syncing.  I did purchase the pro option for $60 I believe.  But if your'e having issues with the Creative Suite because of your Time Capsule, this is definitely worth the money.  All the cheaper options perfomed very slowly.

     

    Synk Pro is definitely the fastest after initial synchronization.  Find it here  http://decimus.net/Synk/SynkPro.html

     

     

    Thanks to David_B for helping me narrow down the issue.

     

    I would recommend Technical support add a page to their script for this issue.  Hopefully Adobe and Apple will get this issue resolved.

     
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