3 Replies Latest reply: Apr 18, 2011 4:41 PM by Dan_Clements RSS

    Adobe Support is Aweful: Illustrator Update Issue

    Dan_Clements Community Member

      Anyone having a problem with Illustrator Up-Dates? After spending  about eitht hours with technicians issue is still unresolved. Below are case notes.


      Case #0182211411

       

       

       


       


       

      Updated

      Wednesday, April 13, 2011 10:07:34 AM PDT

       

      Opened

      Thursday, March 31, 2011 4:45:40 PM PDT

       

      Status

      Open - Pending Adobe Response

       

      Product

      Adobe Design Premium CS5

       

      Support contract

      Adobe Support Program

       

      Subject

      Update Failed

       

      Notes & responses

       

      Notes from Customer

      Wednesday, April 13, 2011 10:07:34 AM PDT
      Issue is not resolved.

       

      Latest technician was a total waste of time. Had not read previous case notes, had me retry procedures that had failed on previous t
      hree attempts to work with technicians.

       

      Wanted me to delete and reinstall entire CS5 Suite with a new user account: said it was a Microsoft registry issue, not an Adobe pro
      blem. I lose two days of work, and have to reinstall all plug-ins for the entire suite. Asinine for a problem with Illustrator.

       

      How about some competent help for a change? How about repairing Illustrator registry (if that, indeed, is the problem)?

      Notes from Customer

      Friday, April 1, 2011 3:33:47 PM PDT
      Thank you Adobe support for more wasted time, non-solutions, and non-call backs.

       

      Spent 40 minutes on hold yesterday, spoke with a technician who was running through the standard diagnostics, and was disconnected a
      fter about five minutes.

       

      Spent about 50 minutes with a young woman this morning who was also unable to do anything. She wanted to uninstall and reinstall the
      entire suite, which I declined to do.

       

      Another tech called, and an appointment for 2:00 PM was set up. It is about 3:30 PM, and still no call back.

       

      After researching the issue on non-Adobe sites, I was able to get the Toolkit up-date to work. Illustrator will still not up-date (s
      ee attached error messages). I tried uninstalling and reinstalling, same result.

       

      Thanks again for the lack of support!

       

      Dan Clements

        • 1. Re: Adobe Support is Aweful: Illustrator Update Issue
          Mylenium CommunityMVP

          Did you run the CS5 Clean Script at any point? Your updates simply went wrong and now some installer components are locked... Nothing you couldn't fix by running the script and installing from scratch.

           

          Mylenium

          • 2. Re: Adobe Support is Aweful: Illustrator Update Issue
            Dan_Clements Community Member

            The problem with this approach is I lose a couple of days uninstalling, running clean script, reinstalling, up-dating, and reinstalling plug-ins. The rest of the suite works fine, and I can execute Illustrator: just not install the latest up-date.

             

            Dan Clements

            [signature deleted by host]

            • 3. Re: Adobe Support is Aweful: Illustrator Update Issue
              Dan_Clements Community Member

              Microsoft was very helpful in resolving this issue. There is also an error in Adobe's Cleaner Tool: Microsoft's Installer CleanUp Utility is no longer recommended for anything other than Office, as it may corrupt Windows 7 files, and is not available from Microsoft.

               

              Situation

              Apparently the attempted install of Illustrator patch 15.0.2 corrupted some Illustrator, as well as Windows 7 files.

               

              Solution

              The solution was to run a Windows 7 [in my case Professional] "in-place up-grade." This essentially reinstalls Windows while retaining all install and other information. Worked flawlessly.

               

              Second step was to run generall follow Adobe CS 5 Cleaner Tool instructions. Illustrator would not totally uninstall, but the error log indicated that the problem was deleting some empty directories. It appears they were write protected [a change an Adobe Tec had me make], so I manually deleted them. Please see note above about Microsoft's Installer Clean-Up Utility: it is no longer available from Microsoft.

               

              On reinstall there were a number of error messages, which did not appear too important. I ran install a second time, then applied up-dates for the next few hours.

               

              All up-dates were successfully downloaded and installed, and the past two days the suite seems to be working fine.

               

              Wrap-Up

              Thank you Microsoft and Milenium. Continued thumbs down for Adobe support.