Where can I get some real support?

[craigf95492933]

5 days ago I contacted Adobe support AGAIN for problems that I've been having ever since the initial release of PP 2018 ... I had a support rep who clearly didn't know what they we're doing and basically "gave up" after a while by telling me he was going to escalate my case.  It's now 5 days later and all I have are broken English emails saying: "We will revert you soon"  ... I haven't heard a peep from any type of escalation team.   I don't have 5 days to wait ... where can I get REAL support for this product!?!?

[R Neil Haugen]

As products support manager Kevin Monahan always tells people here, as soon as you get a live person via phone or chat, ask for the video Que. At least then you get someone with some knowledge.

Their generalists tend to suck. And for some reason never mention the video group.

That said what's the problem?

Neil

[craigf95492933]

• Audio stops playing 2 or 3 seconds after I play a video in the timeline (no effects added to the clips)
• Video freezes or drops a TON of frames every time I play a video in the timeline (no effects added to the clips)
• Random crashes .. fairly often

[Mitch W]

First things first...the video is hilarious, but sorry you felt you could relate to it.

Most of the time issue like you describe are the result of slow drive speeds or limited throughput.  Please download the AJA system test and test your storage speed. If there's an issue reading from your storage, the AJA utility will help identify it. You should be able to find the utility with a quick web search.

[Kevin-Monahan]

CraigF,

I just escalated your case. I will make sure you get the help you need. PM me if you don't get any answers in the next 24 hours.

Thanks,
Kevin

[craigf95492933]

This is what I got back from AJA ....  I think that's good, right?

[GermanTV]

...

[JChace]

Craig...were they ever able to fix your issue?  I have been experiencing the same issue and I am struggling to find a fix.