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1. Re: DUMPED BY CUSTOMER SUPPORT
BobLevine Nov 3, 2009 9:14 AM (in response to 3DMARTIN)I've seen no issues whatsoever in Vista 64 nor in Win 7 with dual monitors.
So, while I can't argue the quality of the support you received perhaps you can summarize the problem for us and perhaps someone here can help.
Bob
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2. Re: DUMPED BY CUSTOMER SUPPORT
3DMARTIN Nov 5, 2009 6:21 AM (in response to BobLevine)The main point of posting this topic was to point out the appalling service offered by Adobe but, of course resolving this issue would be nice also.
So here goes;
Dual monitor issue (Applies to CS4 applications; Photoshop, Illustrator, InDesign etc. but not Flash or Dreamweaver or any other manufacturers software).
I have 2 monitors installed with Windows Vista 64bit, using Nvidia Quadro FX 1700:
-1280 x 1024 (primary display on the left) &
-1440 x 900 (on the right)
With a CS4 application maximised in the larger monitor, all the drop down menus display fine, if the chosen drop-down menu is taller than the height of the monitor (fonts, for instance), an arrow appears at the bottom of the menu so that I can scroll down the rest of the menu. If I then reduce the size of the CS4 application window, move it to the smaller monitor and maximised it again, the drop-down menu (which displayed and functioned fine in the primary monitor) is cropped off so I can't access the rest of the menu.
This might seem a minor irritation, but for batch-processing of merged files (the main purpose for having 2 monitors) CS4 makes the 2nd monitor redundant.
Another, less irritating issue (again, only with the applications named above) is that the window when maximised in the secondary monitor 'hangs over' into the primary monitor.
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3. Re: DUMPED BY CUSTOMER SUPPORT
BobLevine Nov 5, 2009 6:24 AM (in response to 3DMARTIN)Let's try a couple of things.
1. Are both monitors running at their native resolution? If not, set them to that.
2. Have you changed the default dpi for fonts? If so, change it back.
Bob
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4. Re: DUMPED BY CUSTOMER SUPPORT
3DMARTIN Nov 5, 2009 7:11 AM (in response to BobLevine)That says a lot about Adobe Customer Support, in 3 months of pushing this issue back and forth they've never asked either of these questions.
However, as a matter of course I've checked and rechecked the native resolution of the monitors and ensured that they are displayed with those settings.
It hadn't occurred to me that the default dpi could be set, but I've just checked it out and it is set to the default (96dpi).
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5. Re: DUMPED BY CUSTOMER SUPPORT
BobLevine Nov 5, 2009 7:16 AM (in response to 3DMARTIN)Can you post a screen cap of what you're seeing?
Bob
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6. Re: DUMPED BY CUSTOMER SUPPORT
3DMARTIN Nov 5, 2009 7:32 AM (in response to BobLevine)This is the shot I sent to customer support.
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SCREENGRAB 2.jpg 1.0 MB
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7. Re: DUMPED BY CUSTOMER SUPPORT
3DMARTIN Nov 5, 2009 7:34 AM (in response to 3DMARTIN)I put a red line on to indicate the border between the monitors.
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8. Re: DUMPED BY CUSTOMER SUPPORT
BobLevine Nov 5, 2009 7:57 AM (in response to 3DMARTIN)Well, I just went back and fully read your description. So, I tried to duplicate it and all I can do is confirm it.
Obviously I've never noticed it because I never choose fonts that way. The character panel is a better choice, IMO.
As far as the overlap between monitors, I can't duplicate that at all
While I'm sorry you've been put through all this with tech support all I can do is suggest using the character panel and filing a bug report here:
https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform&samcap=EWQQL&promoid=EWQQL
Technical Support should have been able to confirm this behavior a long time ago.
Bob
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9. Re: DUMPED BY CUSTOMER SUPPORT
3DMARTIN Nov 5, 2009 8:21 AM (in response to BobLevine)Well it's good to know that somebody has listened and can confirm some of what I've said.
The font menu is just an example I used to describe the problem, it extends to all other long menus, for instance, the 'Window' menu when you have a lot of files open. That's the one that really screws things up for me.
You have confirmed one other thing for me though; Adobe Technical Support is a huge waste of time, effort and Adobe's money.
I have filed a bug report, but they don't give any assurances as when, or if I will get a response, so in future, I think I'll just come here for answers to my problems. In just over 1 day you've been able to confirm a fault that Adobe Technical Support couldn't in 4 months.
Thanks for your time Bob.
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10. Re: DUMPED BY CUSTOMER SUPPORT
BobLevine Nov 5, 2009 4:02 PM (in response to 3DMARTIN)I think I have a workaround but I don't know if you'll find it acceptable. Make the smaller monitor your primary.
You can move the task bar back to the other monitor afterward and you'll never notice the difference.
Bob
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11. Re: DUMPED BY CUSTOMER SUPPORT
3DMARTIN Nov 6, 2009 12:24 AM (in response to BobLevine)Thanks Bob,
That's a good suggestion, but one that doesn't quite work for me.
I'm borrowing a monitor the same size as the primary next week, this will restore my productivity until a system upgrade at the end of the year.
So thanks for your input, again you've come up with a suggestion that Adobe Technical Support didn't think of.
And that was the main purpose of my posting. My experience of Adobe's contracted out support service has never been an easy path. This latest episode, along with your input has confirmed my belief that any contact with the service is going to be a disappointing experience at best and totally unworthy of a company of Adobe's stature.
Thanks again Bob, I just hope that somebody with some authority is listening.
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12. Re: DUMPED BY CUSTOMER SUPPORT
BobLevine Nov 6, 2009 6:05 AM (in response to 3DMARTIN)I'm glad you've got something going on but can you tell me why swapping the primary and secondary is an issue?
Bob
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13. Re: DUMPED BY CUSTOMER SUPPORT
3DMARTIN Nov 6, 2009 6:26 AM (in response to BobLevine)The forum has lost it's reply buttons for the moment, so I'll reply by email;
The reason that swapping the monitors doesn't work for me has nothing at all to do with Adobe, or even the computer really.
I have the larger, primary monitor on the left, where I compile the finished pages. Although the screen size isn't that much bigger, the pages do display significantly better.
The author, who approves the pages sits on my left.
Best regards
Martin Sayers
Auger Torque Europe Ltd
Hazelton,
Cheltenham
GL54 4DX
ENGLAND
Tel: +44(0)1451 861652
Fax: +44(0)1451 861660
Email: martin.sayers@augertorque.com
Web: www.augertorque.com
This e-mail is sent in confidence for the attention of the addressee only. The contents are not to be disclosed to anyone other than the addressee. If you receive this message in error please preserve this confidentiality and immediately inform the sender of this error. Please note that neither Auger Torque Europe Ltd nor the sender accepts any responsibility for viruses and it is your responsibility to scan or otherwise check this email and any attachments. Auger Torque Europe Limited is a limited company registered in England and Wales under Company Number 03537549. Registered Address: Shipton Downs Farm, Hazleton, Cheltenham, Gloucestershire, GL54 4DX
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14. Re: DUMPED BY CUSTOMER SUPPORT
BobLevine Nov 6, 2009 6:31 AM (in response to 3DMARTIN)You're missing my point. Don't physically move them. Just change the display properties to make the smaller monitor the primary.
When you do that, the task bar will move to that monitor but you can just drag it back to the other monitor.
I tried it here and it works like a charm.
Bob
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15. Re: DUMPED BY CUSTOMER SUPPORT
3DMARTIN Nov 10, 2009 6:10 AM (in response to BobLevine)You're quite right, I didn't think of that.
Have a gold star Bob.
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16. Re: DUMPED BY CUSTOMER SUPPORT
3DMARTIN Apr 27, 2010 6:54 AM (in response to 3DMARTIN)I'm back again, I posted a support request 15 days ago, so far I've not had a single response through the support portal. Surprisingly, 5 days ago an Adobe Technician contacted me directly by phone to ask me to email the problem file (Flash) because the portal couldn't handle the file size, but I've received no contact since, not even an acknowledgment that they have read or understood the problem.
I'm not expecting an informed response from Adobe, there's a lot more wisdom outside the organisation and I've managed a work around for the time being, but it's so disheartening to see the term 'customer support' abused to such an extent.


