So this is the problem...
Dear Sheena, you hit the "target". Nobody at Adobe really read the customers issues.
Almost all simply take the questions-answers papers and send a link. Thant's all.
While the paying customer remain with his/her problem screaming in the dark.
This is a very easy trouble to explain.: Adobe system doesn't send email to a specific address.
And is very very easy to verify that is true. just make a try. One hour and half chatting with a "technician" (case 0216972030).
Than on the phone in English with another technician
Everybody verify that the problem exist but all refuse to solve it.
I cannot imagine what happen when there is just a bit more on the table.
I bet that no one takes seriously this request for help !!
I apologise for the trouble you are facing.
I just checked the case number provided by you and I see that it is already escalated as the issue is being checked from Adobe's end.
I feel your frustration and I will never buy another Adobe product. They just don't care
Adobes solution to all customer problems is BUY anew version. I'm not made of money and neither are it's customers , but they DON'T CARE. Maybe we should contact Microsoft about our complaints and have them fix things. as it seems that they spend a lot of money with Adobe.
I just called Microsoft 1-800-642-7676 and they gave me a number for Adobe 1-800-642-3629. They are connected. as they both have the 642 in their phone number.