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Z64311
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How do I get a level 2 tech to call me back?

Sep 6, 2012 3:22 PM

Tags: #illustrator #cs5 #technical_support

How do I get a level 2 tech to call me back? CS5 Illustrator won't load. I've chatted and spoken with multiple support people in the last 2 days and I cannot leave my home in case they call.  I was told that they would call at noon today, it's now 18:15. I'm desperate...  This is nuts. I have a case #. Any tricks? Something I'm doing wrong??  Pls help! Thank you.

362 Views   6 Replies   Latest reply: Z64311, Sep 7, 2012 7:21 AM
 
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  • Manish-Sharma
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    1. Manish-Sharma,
    Sep 6, 2012 4:13 PM   in reply to Z64311
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    Can you describe the issue in details along with the version of Illustrator and OS.

     

    Also , Can you provide the Case Number.

     
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  • Z64311
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    2. Z64311,
    Sep 6, 2012 4:17 PM   in reply to Manish-Sharma
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    Hello Manish,

     

    Case # 0183604502

     

    Illustrator will not download from CS5 Suite.  Some times I get Error code 6 and sometimes Error code 7.  My OS is Mountain Lion.

     

    Thank you.

     

    MJ

     
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  • Z64311
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    3. Z64311,
    Sep 6, 2012 4:18 PM   in reply to Z64311
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    I also had the same problem with Snow Leopard and Lion.

    Thank you.

     
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  • Z64311
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    4. Z64311,
    Sep 6, 2012 4:19 PM   in reply to Z64311
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    I have a new case #183608641.  Thank you.

     
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  • Manish-Sharma
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    5. Manish-Sharma,
    Sep 6, 2012 4:35 PM   in reply to Z64311
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    I checked the case 183608641 and also looked at the log file.

     

    May you try the below steps and then check :-

     

     

    1. Check for the existence of the following two folders:

      /Library/Application Support/Adobe/Color/Profiles/Profiles

      /Library/Application Support/Adobe/Color/Profiles/Recommended

       

    2. If you find one of these folders and determine that it is a folder, rather than an alias, rename, move, or delete it.

       

    3. Run the installer.

       

    Hope this Help

     
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  • Z64311
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    6. Z64311,
    Sep 7, 2012 7:21 AM   in reply to Manish-Sharma
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    Thank you to Baljeet and Manish for the great support I received this morning... WOW!  Almost worth the wait.

     
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