36 Replies Latest reply on Jun 8, 2018 8:12 AM by geraldn43227149 Branched to a new discussion.

    The forum is not user friendly

    leenale Level 1

      I agree with the person writing on the forum like 3 days ago. This forum clearly need some work to make it more user friendly. I was going to go and ask a question about photoshop 3D tools, but my experience of the forum was so bad that I just had to find the forum feedback section.

       

      I list few things here and hope they help as constructive feedback:

       

      Capture.PNG

       

      1) the forum top page is not clear. I couldn't figure out how to get to the forum feedback section. All the entries should be as important and not hide half of the topics as tiny text in the end of the page.

       

      2) Forum is super laggy (at least for me). I'm waiting almost 30 seconds before the page starts to load after clicking a link.

       

      3) The topic page is even worse:

      Capture2.PNG

       

      I have to scroll down and THEN I find this teeny weeny topic thread panel. Why is there so much clutter around?

       

      Capture3.PNG

       

      4) I had really hard time even finding how to start a new discussion (also it's a strange way to put it. The button I was first trying to find was something between "ask a new question" or "new message thread")! The tiny link after other text is on intuitive. Please make a button on top of the discussion thread to make it easy to find it. Maybe something big and blue so the eyes pop on that right away. Even better: make one button on top of the list and one under, so the person doesn't need to scroll up and down when they want to as a question.

       

      Capture4.PNG

       

      5) Also, after getting frustrated not being able to find how to make a new thread I went in one of the threads and tried to make a comment, but there was no answer button. I seriously thought that the whole forum just had broken.

       

      Only after going in and out the other thread I realized that since the question has been "answered" (it even states "SUPPOSEDLY answered in the thread), I couldn't comment on the thread anymore. It's really important have ability to answer in already answered questions, so you could comment "I'm sorry this solution didn't work for me, could you have anything else?", or even comment "thank you! this helped!" so people google searching the question would be able to glance in the thread and see if this actually works or not - OR if the solution doesn't work, they would be able to see the other solutions later in the same thread.

       

      But if you want to close the thread, PLEASE add a notification saying "this thread is closed and can't be commented", so I wouldn't think that the forum is broken.

       

      After writing this all I went back to the same thread and suddenly the answer button was there - so the forum DID BREAK. My bad.

      (if you wanna try to duplicate the problem, use the search bar and get into the conversation from the search results.)

       

      6) The reason why I got frustrated in the forums enough to find the comment section was the fact, that I wasn't able to change my language. So as you can see from the previous screenshots, half of the page is in Finnish and the rest in English. I went in my settings and found the language option, but it doesn't let me to change the language.

       

      And now when I went in and tried to take a screenshot of the problem, it did change the language. Why is the forum so finicky?

       

      7) The forum layout doesn't look like from the year 2017, but like something from 2004. So much little text and clutter. The forum layout before had its problems, but it was still 100 times better than this one now. What happened?

       

       

       

      I agree I'm really frustrated in the forums, but I also know that it's not the moderators' fault. Thank you for giving us this support and I really hope you will put this message forward to solve the issues. I love adobe products and I think that the forum could (and should!) represent the company better.

        • 1. Re: The forum is not user friendly
          stevenh8916002 Level 1

          I think you have some really good points here. I hope the Adobe powers that be take these things into account.

          • 2. Re: The forum is not user friendly
            stevens84681973 Level 1

            I agree. I spent 40 minutes on hold with customer care who then directed me to Adobe Forums.  I am simply trying to change a credit card on one of their products/companies, tubemogul.com and alas...

             

            I think that like you, we all walk away with less respect for adobe as a brand/company.  Especially seeing that no one from adobe has responded.  So much for brand management....

            • 3. Re: The forum is not user friendly
              John T Smith Adobe Community Professional & MVP

              Yes, people have been complaining about the Jive software used for the forums since the day Adobe switched from their old software to Jive

               

              No, nobody here can help with a credit card problem (OR inept chat support)

               

              Some Change/Verify Account links https://forums.adobe.com/thread/1465499 that may help

              -Credit card https://helpx.adobe.com/x-productkb/policy-pricing/membership-subscription-troubleshooting -creative-cloud.html

               

              However, seeing as the company you mention is not (as far as I can find out) directly associated with anything discussed on these forums, I doubt that the links I posted above will help

              • 4. Re: The forum is not user friendly
                fredl98474637 Level 1

                yes you are right. I didn't get the help which i needed. I have a new website  [website deleted by moderator] and i was searching for some tipps concerning CSS but i couldn't found anything... very sad. Please get updated your search-algorithm. BR.

                • 5. Re: The forum is not user friendly
                  Nancy OShea Adobe Community Professional & MVP

                  fredl98474637  wrote

                   

                  I didn't get the help which i needed. I have a new website  [website deleted by moderator] and i was searching for some tips concerning CSS but i couldn't found anything...

                   

                  Go to the product forum desired, for example Dreamweaver or Muse.

                   

                  Click on Content from the top menu bar.

                   

                  Under ACTIONS, click on Start a Discussion

                   

                  3 people found this helpful
                  • 6. Re: The forum is not user friendly
                    Dave Merchant MVP & Adobe Community Professional

                    I know many users agree with the layout complaints in the original message, but they are all because of intentional decisions by Adobe to guide customers into NOT creating new questions. Adobe wants you to search the existing discussions first, in case the question has already been answered. One thread with ten replies is easier for staffers to manage than ten identical questions. In the past, the 'create discussion' button was much more prominent but it has been replaced with tools that direct you towards searches instead. There's only a very limited ability to customize the page layout and functionality of the site, since it's not Adobe's software and it's running on a third party server. It's less buggy than it used to be, but there are things which have to be disabled for security reasons (such as the blogging engine and the ability to upload files) however it's impossible to remove all the hard-coded references to those tools that pop up on other pages.

                     

                    As to why only part of the page is translated, that is perfectly normal behavior on any forum - the UI text that is generated by the software (links, button labels, etc) will be translated where possible to fit your account preferences, but the content posted by users will not be. If you wish to read a specific message in another language, there's a "translate" button at the end of every post.

                     

                    I share your frustration but none of these issues is going to change anytime soon. Adobe is pretty much locked to this forum platform because the millions of existing posts have become an essential part of the Help system, and there isn't the interest nor the capability to allow a ground-up rebuild that would migrate all that content to a new service.

                    2 people found this helpful
                    • 7. Re: The forum is not user friendly
                      John T Smith Adobe Community Professional & MVP

                      >isn't the interest

                       

                      There was an interest in doing that... back in July 2015 I was contacted by an Adobe employee (after I posted several suggestions) who was working on a ground up effort to create a new/different forum (not going to post a name, this was all private conversations)

                       

                      >nor the capability to allow a ground-up rebuild that would migrate all that content to a new service

                       

                      Here it is the end of 2017 and still using Jive... so it looks like you are correct in saying that migrating out of the Jive system to a new system isn't going to be done

                      • 8. Re: The forum is not user friendly
                        Dave Merchant MVP & Adobe Community Professional

                        I know about the 2015 thing, but it never got beyond scribbles-on-a-napkin. When folks realized that you can't export a JiveX dataset to another platform the die was cast. Hotel California rules apply.

                         

                        The current site does what it needs to - it reduces calls to Customer Care to a level their staff can cope with, and requires not much more than a monthly payment. We're using Jive's CDN and 99.99% of the code is their problem to maintain, so Adobe can close for the Holidays and it keeps on ticking along. If the forums came in-house then the human and infrastructure costs would skyrocket, and there absolutely no way to prove that such a move would lead to a balancing increase in subscriptions. As a public company that's the only thing that the board are allowed to care about.

                        • 9. Re: The forum is not user friendly
                          Ann Bens Adobe Community Professional & MVP

                          I share your frustration but none of these issues is going to change anytime soon. Adobe is pretty much locked to this forum platform because the millions of existing posts have become an essential part of the Help system, and there isn't the interest nor the capability to allow a ground-up rebuild that would migrate all that content to a new service.

                          If the Help was properly written (and up to date) there would be no need for posts to get part of the Help.

                          Big part of those posts are rubbish and will send you on a wild goose chase.

                          1 person found this helpful
                          • 10. Re: The forum is not user friendly
                            Birgit Pohl Level 2

                            I'm on mobile and needed 30mins to find this forum, because I have some complaints to make.

                            Well, time is up. Now I need to leave the train to go to work.

                             

                            Btw, I have absolutely no problem with dublicate posts, especially when there are certain ppl are being asked to post a certain amount of posts per month.

                            Questions, come, questions, come. I'd love to help u. But support stays support. Can't help with that.

                            • 11. Re: The forum is not user friendly
                              Abambo Adobe Community Professional

                              Yes, the forum is not user friendly. But I always found what I needed and I got quite top advice, if you know to whom you should listening.

                              • 12. Re: The forum is not user friendly
                                ikbendeknapste Level 1

                                you are so right , this forum is not user friendly. One would expect to make life easier for someone but here everything becomes more complicated.

                                How can you  ruin something that was ok before ?

                                1 person found this helpful
                                • 13. Re: The forum is not user friendly
                                  Ann Bens Adobe Community Professional & MVP

                                  ikbendeknapste Nee hoor dat ben ik

                                   

                                  I cannot find a darn thing on the forum so I have bookmarked everything I find usefull.

                                  3 people found this helpful
                                  • 14. Re: The forum is not user friendly
                                    John T Smith Adobe Community Professional & MVP

                                    >there are certain ppl are being asked to post a certain amount of posts per month

                                     

                                    I have been reading/posting on the Adobe forums since 2002 and Premiere 6 that came bundled with a ready made Pentium 3 editing computer (that is version 6, not CS6) and I have never talked to anyone who told me that they, or anyone they knew, were asked to post messages... I have certainly never had a forum Admin ask me to post more messages

                                     

                                    What is the source of your information?

                                    1 person found this helpful
                                    • 15. Re: The forum is not user friendly
                                      Szalam Adobe Community Professional & MVP

                                      Yeah, I've never heard of people being asked to post any certain amount at all. The forum has enough traffic as it is, it doesn't need to be inflated!

                                      1 person found this helpful
                                      • 16. Re: The forum is not user friendly
                                        MadisonLeupp Adobe Employee

                                        Thank you for the detailed feedback, leenale. Sorry for my delayed response, I was on leave for the past month.

                                         

                                        We're looking to redesign & update a lot of the pages you mentioned. This should happen in the next few months and this is incredibly valuable feedback to have. Really appreciate you taking the time to write this out- and for everyone else on the thread adding their thoughts.

                                         

                                        -Madison

                                        4 people found this helpful
                                        • 17. Re: The forum is not user friendly
                                          cindyloowhoo Level 1

                                          Certainly agree with you on this forum not being user friendly! As a business owner it's most annoying that there's more nonsense to go through just to even Ask a Question! Most times I haven't found the answer I need and wind up having to ask! Too much time is wasted going through these forums or searching! Time is money!!

                                          1 person found this helpful
                                          • 18. Re: The forum is not user friendly
                                            isaiahl62145789 Level 1

                                            Well said, I tried posting something a few days ago and gave up after like 30 seconds... I only came back today because I REALLY needed to post something.

                                            • 19. Re: The forum is not user friendly
                                              ss42823692 Level 1

                                              Can somebody find me link to ASK in the flashplayer forum?

                                              • 20. Re: The forum is not user friendly
                                                Szalam Adobe Community Professional & MVP

                                                ss42823692  wrote

                                                 

                                                Can somebody find me link to ASK in the flashplayer forum?

                                                On the Flash Player forum, at the top it gives you links to three places to post - depending on what kind of issue you have.

                                                askflashplayer.jpg

                                                Then, once you pick the right forum, there is some stuff you need to read first and then you can click to post your question.

                                                askflash2.jpg

                                                Don't forget to read the "before posting" section first.

                                                2 people found this helpful
                                                • 21. Re: The forum is not user friendly
                                                  josephn47922861 Level 1

                                                  HTML5 is the only thing that is not user friendly.

                                                  • 22. Re: The forum is not user friendly
                                                    ilsepilse Level 1

                                                    i'm also trying to find out..

                                                    • 23. Re: The forum is not user friendly
                                                      Claudio González Most Valuable Participant

                                                      Find out what?

                                                      • 24. Re: The forum is not user friendly
                                                        Glenna777 Level 1

                                                        It feels more like Adobe prefers to have users flounder through information useless to their quest in hopes they will give up then go away rather than avoiding repeat questions.If it were not for the fact that I encounter so many pdf files that require I have acrobat I would abandon Adobe products as I am constantly having to remove Adobe from one of my devices so I can install it on another just to repeat the process over and over.Times change and most people have multiple devices they use. Monthly charges of $ to $30 per device adds up quickly if you have multiple devices yet replacing devices in your account to be able to use multiple devices is so frustrating and time consuming that it drives one to pay high fees to use Adobe.

                                                        • 25. Re: The forum is not user friendly
                                                          Nancy OShea Adobe Community Professional & MVP

                                                          I've read this twice and still have no idea what your question is.  I assume it's Acrobat related.  And there are dedicated user forums for various Acrobat topics.  See links below.

                                                          Acrobat

                                                           

                                                          Post back if this is not what you're looking for.

                                                          • 26. Re: The forum is not user friendly
                                                            Abambo Adobe Community Professional

                                                            First you do not need uninstalling when you are using a product on multiple computers. You can have 2 activations at a time. Deactivate on one comuter and activate on a third one is quite simple.

                                                             

                                                            Second: You can ask the same question over and over again. You may, however, get refered to the correct answer on a different thread.

                                                             

                                                            Third: Adobe is for sure a company that loves making money, but they also value their customers and want them going on using Adobe products. I think their strategy can’t be that bad, as they are developping their business quite successfully.

                                                            1 person found this helpful
                                                            • 27. Re: The forum is not user friendly
                                                              jane-e Adobe Community Professional

                                                              josephn47922861  wrote

                                                              HTML5 is the only thing that is not user friendly.

                                                              Then again, HTML5 is not an Adobe product. It is used within quite a few of them, though, so you may find it referenced on a number of Adobe forums where people have questions.

                                                              • 28. Re: The forum is not user friendly
                                                                Apan B. Level 1

                                                                I yet to see such a friendly Forum page. I spend almost 20 minutes to find out where was my post and the answer to my post.

                                                                • 29. Re: The forum is not user friendly
                                                                  John T Smith Adobe Community Professional & MVP

                                                                  1 - click on your user name

                                                                  2 - click on Activity

                                                                   

                                                                  Such as https://forums.adobe.com/people/Apan%20B./activity

                                                                  1 person found this helpful
                                                                  • 30. Re: The forum is not user friendly
                                                                    Roland_Rick Level 1

                                                                    That's for sure true.

                                                                    Total mess.

                                                                    Typical for Adobe. Customer awareness and friendly is something completely different.

                                                                    • 31. Re: The forum is not user friendly
                                                                      jane-e Adobe Community Professional

                                                                      Roland_Rick

                                                                       

                                                                      Do you have a question about an Adobe product? Or about the Adobe forums? If so, please ask!

                                                                       

                                                                      This forum is answered mostly by volunteers who are experienced users. The software that runs it is Jive, and we can help you navigate that as well.

                                                                       

                                                                      ~ Jane

                                                                      2 people found this helpful
                                                                      • 32. Re: The forum is not user friendly
                                                                        Apan B. Level 1

                                                                        I mostly post my questions in Adobe Light Room and Adobe Acrobat. If I click on Light room symbol it takes to the page LIght Room CC  and that has two options. I am dealing with Light Room 2.7. Before CC if I click on Light Room it will take straight Light Room Forum. And then you try every options and it takes you back to the selection page.

                                                                        The suggestion to click on Content or Activity works. Unfortunately I have to learn this after posting on this page. Adobe used to be very User friendly programs. Now they are making it difficult. Adobe Acrobat if I turn the page it will ask me whether I want save the file. Now, You can rotate content but you will not rotate the page. That I have to do with another step. I had 2008 version of Acrobat that worked. However I had to buy newer version when I changed from XP to 7. Again, to find out where to post and and how to get back the responses is a frustrating experience. Now I know, and thanks to you all,How to go find the post or the page to post.

                                                                        • 33. Re: The forum is not user friendly
                                                                          Abambo Adobe Community Professional

                                                                          If you have Lightroom 2.7 you should post in Lr Classic. Lightroom (without classic) is the new cloud based storage and picture edit program. Lr Classic is the evolved version of your program.

                                                                           

                                                                          As all programs, Acrobat did evolve in it's user guidance and menu structure. Me to, I struggle with the "new" interface, but I'm starting to get used to it and it starts to get more productive then the old one.

                                                                           

                                                                          The forums themselves are running on a platform that has been developed and that is marketed by a third party company. Adobe is only customer here. It has it's strong points and weak points. But it is what we have currently to help you out. It is good to know where to post your questions, but if you post in the wrong forum, a helping hand will move the question. The most difficult part here is to know what product the posters are using. If they state the complete name and version, the post will be moved in minutes to the correct location.

                                                                           

                                                                          Your questions are most welcome and there is not really a question of what product you use. I'm quite sure that one of the experts will help out.

                                                                          1 person found this helpful
                                                                          • 34. Re: The forum is not user friendly
                                                                            Roland_Rick Level 1

                                                                            I use my Adobe subscription on 4 computers - but only me and no one else - and due to circumstances: often offline. The necessity to have an internet connection for deactivating first another computer, then activating the computer you are currently working on is super inconvenient.

                                                                             

                                                                            Concerning your 3rd point: It is super OK to make money, but it is not necessary to push this to the limits. I am quite sure, Adobe will also successfully develop their business, if they allow e.g. 5 concurrent activations to private subscribers without increasing price.

                                                                             

                                                                            Something completely different: I would be lucky, they solve the super slooooooow Lightroom 7.x issue asap.

                                                                             

                                                                            This does lead to the conclusion: as subscribing customer, you do not get sufficient return on investment anyway, but for that, slow crappy software, performance never analysed by a profiling tool. I am sure, we will wait an infinite time, until Adobe fixes this; means: never, they just wait until faster hardware is available and this is extremely non sustainable behaviour and for that, Adobe helps, to blow planet Earth a little bit faster.

                                                                             

                                                                            To me, Adobe has the same max. negative company image like Bayer, Monsanto, Nestlé, Novartis etc. (this names just as example/placeholder for so many others): with their greedy behaviour and shareholder value only mindset, they just accelerate blowing up the planet. What finance industry does not realise: We have only one planet, there is no spare one aside.

                                                                             

                                                                            However: all this does has no effect on it, the Forum is super inconvenient and illogical built up. Self guidance is something else.

                                                                             

                                                                            Live long and prosper

                                                                             

                                                                            PS: I suffer slightly of Asperger and my special knowledge born with, is to detect system immanent/intrinsic relations, errors and problems, normal persons never will be aware off. To me, this is as easy and normal, as for you detecting the difference between black and white is. For that, you can take the conclusions and relations I mention above as a fact. No need to start a discussion about it.

                                                                             

                                                                             

                                                                            Abambo  wrote

                                                                             

                                                                            First you do not need uninstalling when you are using a product on multiple computers. You can have 2 activations at a time. Deactivate on one comuter and activate on a third one is quite simple.

                                                                             

                                                                            Second: You can ask the same question over and over again. You may, however, get refered to the correct answer on a different thread.

                                                                             

                                                                            Third: Adobe is for sure a company that loves making money, but they also value their customers and want them going on using Adobe products. I think their strategy can’t be that bad, as they are developping their business quite successfully.

                                                                            • 35. Re: The forum is not user friendly
                                                                              Abambo Adobe Community Professional

                                                                              Roland_Rick

                                                                              I use my Adobe subscription on 4 computers - but only me and no one else - and due to circumstances: often offline. The necessity to have an internet connection for deactivating first another computer, then activating the computer you are currently working on is super inconvenient.

                                                                              You have 2 possibilities: Take 2 subscriptions or do the activating/deactivating game. That is neither an error nor a problem. It's a matter of choice.

                                                                              Something completely different: I would be lucky, they solve the super slooooooow Lightroom 7.x issue asap.

                                                                              There is a problem for some people using specific configurations. It's not a general problem. A big issue is the increase in amount of data that needs to be shuffled around with modern hardware. If you (as Adobe) have an existing product like Lr, it's very difficult to get to the cutting edge of performance without breaking the existing. This is not to defend any problems. This is just to make sure that some of the complexity is understood.

                                                                              For that, you can take the conclusions and relations I mention above as a fact. No need to start a discussion about it.

                                                                              That's contrary to my disorder I have. When I stop discussing, that does not mean that you got me into your camp, that simply means that I do see no sense in a discussion.

                                                                               

                                                                              But the topic here was that the fora are user unfriendly. I think everyone here agrees that there are ways to do better.

                                                                              • 36. Re: The forum is not user friendly
                                                                                geraldn43227149 Level 1

                                                                                Yes the forum looks a bit user unfriendly..