Terrible support - Support Guy Lost ALL my Presets

[geb01]

Two calls, both failed to resolve issue.  First guy told me Lightroom "didn't do that"  With second guy I re-created the problem while he was on my computer with remote support.  Without my permission he recreated the Lightroom folder and wiped out all my export and develop presets and for some reason much of my color labels.  Case number 0188666666.

My Lightroom - most current version on most current version of Apple OS -  on both my iMac and MacBook will intermittently blank out all menus screens, the menu areas left, right, top, and bottom go black though image remains (and no, its not hide menus or full screen, the menu space is still there it just goes black..  Seems to occur after I minimize LR window then maximize it. I have to then close and reopen LR to get it functioning again.

The inability to solve the problem is bad enough but for the guy to delete all my presets without asking or giving me the opportunity to copy them off somewhere is unforgivable. 

I have no idea how I'm going to re-create them all.  Is the old folder/file  somewhere I can find it?

[Nancy OShea]

This is a non-technical Lounge.  We don't work for Adobe.

I think you'll need to contact support again and give them your case number.   

Nancy

[geb01]

Because that worked so well.

[johnrellis · Accepted solution]

This is a known bug that Adobe has acknowledged in the official Adobe feedback forum: Lightroom 2015.7/8: Panels and filmstrip black when switching to Develop macOS Sierra | Photoshop Fa...  The only known workaround is to roll back to a previous version (see the bug report).  Frankly, I wouldn't waste more time with phone support.

[geb01]

The third guy on support told me about the known bug and I rolled back to the previous version.  Still pretty terrible that the first two didn't know and led me down the wrong path.  I'm a photographer, I'm not on these forums.  Adobe should have informed users proactively.  Pretty bad there are probably so many others out there struggling with this problem and (from my experience) 2 out of 3 Adobe support people don't know enough to give them the right answers.  Known bugs should be handled better than having a persistent user have to call three times and spend hours of his day trying to get it resolved.  Whether this is the right forum or not (which was my best guess as a casual user picking this one) still pretty terrible service.