I have used AE for many years, and I try to find every answer to any issues that may arise on my own, mostly because I don't like to wait, but was surprised to see how quickly there was someone there. After an hour of letting someone poke around on my computer, I solved the first issue myself, which is fine, I didn't mind at all, and was obviously over-friendly about it. But when I asked the second question, the support guy ended both chats with me (after he clearly replied saying he would wait,) I thought maybe it was because of the "glitching" issue that I lost him, but after I asked in the normal chat "are you there?" he closed it about 30 seconds later. I got on the chat with a second person from support, I felt I was treated the same way. Asked to uninstall ALL of my plugins after only giving a basic explanation, I replied asking if there was any other options first, because it would take me several hours to find all the information to reinstall and license them again and her answer was very vague.. and sounded like I would just waste MORE time by doing this, especially since she didn't even attempt to ellaborate on why after expressing this concern. I then explained how long this process would be, and pleaded for other suggestions, but the representative told me to reinstall the applications, and INSTANTLY closed the chat on me. This was a very unpleasant experience, and to end the chat on me both times when I was being overly friendly AND just gave them access to my computer, it is very unsettling and left a bad taste in my mouth for Adobe. I just needed suggestions.. Link to the "support portal" chat - https://screen.share.adobe.com/session_download?lsid=l%3Df109ccb58afb4acfab2f0e195d74e3b6% 3Bh%3D3e375d6774a88e66bc8cd1f87401cd229c6cd7df%3Bt%3Dsd%3Bm%3Dchat&dl_action=chat&view=1
I don't know how to get a link to the chat so this is copy-pasted, I'm sure you guys have a record of it also, so here is the case number - 0187227502
Second chat after being cut off, and contrary to what it says, I was NOT the one to end the chat, it was instantly ended after her message popped up -
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that was the last transcript of the screen share, after solving the issue myself after almost an hour, I wanted to ask another question that would be hard to explain through messaging, but since he could see my screen I wanted help.. but he just closed the chat on me after saying he would see
ok let me check
Basically if I were to attempt to explain the issue - every time I have another application open, and then click on AE to the foreground, it - doesn't freeze - doesn't lock up - but it "glitches" like the buttons spaz around everywhere for a few minutes and then everything is fine..
would have saved me a ton of time to just have him see if he has seen it before and knows, because I've tried googling about it a hundred times, but it's hard to explain
What operating system are you using?
or maybe I lost him because of it, but I saw he ended the chat that looks like this one so I don't know
have you used third party plugins in the program
oh yes, I have plenty, but I know about the issue with AE15
so i downloaded 14, and cs6
does it on all of them
here is something that helped for a bit, I used to use headphones, and when I unplugged them for the first time, it went almost a day without doing it once
I have no idea if that is related, but it did help for a day
please unisntall all the plugins
ok, I will give it a try - but it is a huge pain to get the serials from my emails.. is there anything else?
no thats all
I don't understand, you don't really know what's going on.. I didn't have any plugins in the common folder or on CS6 when I installed it, it still does it
its just to test try that
mostly it should fix this issue
so nothing else to try first
not as of now
so what would be the next step if it didn't work
This would take me a few hours to re-install my plugins, I really just want to troubleshoot other options first, i know I removed them from common and never installed them for cs6, and it still goes crazy.
Please uninstall and reinstall both the application
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