7 Replies Latest reply on Oct 7, 2015 10:37 AM by Victoria Bampton LR Queen

    IMPOSSIBLE to contact ADOBE; but I have 4 problems and need to contact them.

    papyrazzi

      My problems concern Lightroom, but also CC.

       

      I allready published the problems in the forum CC, here : Impossible to contact ADOBE support, and I have 4 different problems and need them. HOW TO ???

       

      But if anybody of this forum can and agree to answer me... God bless him !

        • 1. Re: IMPOSSIBLE to contact ADOBE; but I have 4 problems and need to contact them.
          rpandita Adobe Employee (Admin)

          Hi papyrazzi

           

          Greetings.

          • You have already been sent a private message please check it.
          • However could you let us know what is the issue that you have with LR.

           

          Regards

          Rohit

          • 2. Re: IMPOSSIBLE to contact ADOBE; but I have 4 problems and need to contact them.
            papyrazzi Level 1

            @rpandita : many thanks for your interest.

            I Have answered to Sheena Kauls and will close the subject on the CC-forum.

             

            Concerning LIGHTROOM, I encounter some problems :

            "After working" on a photograph, when I select another picture to work on it, Lr-6 blocks and displays 3 white areas.
            To fix the problem, I have to "shut down" Lr-6 with normal results that a new window opens announcing "This program doesn't more answer. Close or wait on answering ?"

            Any possibility is to close the program.

            But, that does absolutely not fix the problem either. I get it back as quickly as I have worked on a new picture and select another one after that.

            And so on. (see pictures below)

             

            I have never had problems with Lightroom 1 to 6 till now. Nothing was changed in my computer. Have rebooted a lot. Nothing fix the problem.

             

            My version is a full paied one; not a CC.
            But, at the installing, the Creative Cloud application was also "automatically" installed (have read that Lr 6.0 could not be installed without CC).

            All worked, and via CC, Lr-6.0 was automatically updated to Lr-6.1. No problem then.

            But now... !
            Well... considering my "new" problems with Lr, I have controlled if there was a new update via "Menu\Help\Update".

            This launched CC which anounced that there was effectively an "Update available" (picture below).
            Given that I do not know whether or not CC is required to operate Lr-6, I clicked on "Install now", as proposed.
            But the intallation fails constantly ! (picture below)

             

            Now... how to fix the problems I encounter in Lr-6 ?

             

            Hardware and bios : Win7-64 Premium - 8Gb Ram - CPU Intel 4-core 1,8Ghz - Screencard : AMD 7700 class.

             

             

            Lr6.1 problem 1.JPG

            Lr-6.1 problem2.jpg

             

            Updating process 1.JPG

             

            Creative Cloud problem.jpg

            • 3. Re: IMPOSSIBLE to contact ADOBE; but I have 4 problems and need to contact them.
              Victoria Bampton LR Queen Adobe Community Professional & MVP

              papyrazzi wrote:

               

              Hardware and bios : Win7-64 Premium - 8Gb Ram - CPU Intel 4-core 1,8Ghz - Screencard : AMD 7700 class.

               

              Are you running the latest AMD beta driver?  If not, that's the first port of call, as it fixes some bugs that affect LR AMD Catalyst 15.9.1 Beta Driver for Windows

              • 4. Re: IMPOSSIBLE to contact ADOBE; but I have 4 problems and need to contact them.
                papyrazzi Level 1

                Damned ! I forgot that !

                Indeed, AMD has updated my driver on 24/09/2015 (I don't understand anything in the gestion of the drives)

                Hereunder the installation report (translation fm french to english) :

                 

                                                           Installation Manager of CatalystTM

                                                                        Intallation report

                                                                      09/24/15 23:45:12


                Informations on hardware

                Name AMD Radeon HD 7700 Series

                Manufacturer Advanced Micro Devices, Inc.

                Peripheral ID 0x683f

                Manufacturer ID 0x1002

                Class code 0x030000

                Revision ID 0x00

                Subsystem ID 0x2012

                Provider subsystem ID 0x1787

                 

                Existing Packages

                AMD Installation Manager of Catalyst

                AMD APP SDK Runtime

                Display driver AMD

                Audio driver HDMI

                AMD Accelerated Video Transcoding

                Transcoding of drag & drop AMD

                AMD Media Foundation Transcoders

                AMD Catalyst Control Center


                Packages to instal

                AMD Installation Manager of Catalyst

                Final state : Success

                Version of the item: 8.0.916.0

                Size: 20 Mb

                Display driver AMD

                Final state : Success

                Version of the item: 15.200.1062.1004

                Size: 90 Mb

                Audio driver HDMI

                Final state : Success

                Version of the item: 7.12.0.7722

                Size: 1 Mb

                AMD Catalyst Control Center

                Final state : Success

                Version of the item: 2015.0804.21.41908

                Size: 150 Mb

                • 5. Re: IMPOSSIBLE to contact ADOBE; but I have 4 problems and need to contact them.
                  Victoria Bampton LR Queen Adobe Community Professional & MVP

                  papyrazzi wrote:

                   

                  Damned ! I forgot that !

                  Indeed, AMD has updated my driver on 24/09/2015 (I don't understand anything in the gestion of the drives)

                   

                  Version of the item: 15.200.1062.1004

                   

                  I'm not sure that's the latest - the beta driver page linked above notes a driver number 15.201.1151

                  • 6. Re: IMPOSSIBLE to contact ADOBE; but I have 4 problems and need to contact them.
                    papyrazzi Level 1

                    Yes, I have seen that. The Beta 15.201.1151 dated 30 september 2015 (6 days after Installation done by the AMD Catalist center.

                    I downloaded then this Beta version, but :

                    1. AMD write that I have first to deinstall all AMD items before intalling this latest one (not sure I can do that ! I am allways afraid with installing of drives : can block the computer !)
                    2. Have tried via AMD Catalyst center and it answers me that there is no update above the one installed on september 24th !

                     

                    Thought to contact AMD, but once more : no possibility to contact them : forums only !

                     

                    What now ?

                    • 7. Re: IMPOSSIBLE to contact ADOBE; but I have 4 problems and need to contact them.
                      Victoria Bampton LR Queen Adobe Community Professional & MVP

                      papyrazzi wrote:

                       

                      What now ?

                       

                      Wait until they release it as a final release rather than a beta?  They specifically listed a fix for Lightroom in their 15.8 beta release (driver 15.201.1151) so it's the most likely suspect right now.