2 Replies Latest reply: Nov 13, 2011 8:18 AM by David Cooke RSS

    This is ridiculous... (Updating Hell)

    Peter Villevoye CommunityMVP
    Peter Villevoye Nov 13, 2011 2:42 AM

      Please Adobe, get your act together.

       

      Your announcements, update warnings, download pages, preliminary statements, links and buttons (in the software itself) are confusing and even misleading users so terribly, most of them don't dare to touch anything anymore. During my demo's and courses I encounter many users who have gone astray, because of incorrect or incomplete installations, based on bad information from genuine Adobe sources (web pages, help references, support staff, etc.)

       

      For instance, just take a look at this "Announcement", blatantly stated above this forum:

       

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      ANNOUNCEMENT:

      Nov. 10 Update to Folio Producer Service/Viewer Builder

       

      "Upon login, older versions of Viewer Builder (versions 1.5.1 and older) contain a link to upgrade Viewer Builder which incorrectly points you to the DPS Dashboard. Do not use the DPS Dashboard to upgrade Viewer Builder. You can download the latest version of Viewer Builder from http://www.adobe.com/go/digpubsuite_vb_mac."

       

      At 5:00 PM PST, the Folio Producer Service on the web will be updated. This update requires you to update the Folio Builder panel:

       

      Mac OS: Download Folio Builder panel

      Windows: Download Folio Builder panel

       

      You'll be able to download the new Viewer Builder (v1.7) from the DPS Dashboard.

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      Is the bold part above meant to quote a WRONG part of some other (older) announcement? If not, then why does the last line state exactly the opposite instruction of the bold text (DO vs. do NOT use Dashboard to download Viewer Builder) ?

      The linked file in the bold text directly downloads an "RC" version of the Viewer Builder. Normally an "RC" means a "Release Candidate", which does not necessarily mean the "final" version of an officially numbered release. So, what is the wise thing to do here: wait, or go out on a limb?

      And finally, the two links don't seem to work (as of Sunday morning 13th Nov. GMT).

       

      Either, the techniques are so terribly going wrong behind the scenes, you're simply frantically releasing and withdrawing software as we go (in that case your DPS development sucks). Or the software is actually upgraded correctly, but the information and links which are supposed to lead us to it, are assembled in a haphazard fashion (in that case your DPS communication sucks). Worst case scenario: both development and communication sucks, but I won't go that far. Well, maybe they both suck, partially.

       

      Here's another recent beauty, from the Discussions list in our very own forum:

       

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      Nov. 10 - Folio Producer Service Update

       

      At 5:00 PM PST, the Folio Producer Service on the web will be updated.

      This update requires you to update the Folio Builder panel:

       

      Mac OS: Download Folio Builder panel

      Windows: Download Folio Builder panel

       

      This update includes support for the Single Edition and Amazon Appstore.

       

      You'll be able to download the new Viewer Builder (v1.7) from the DPS Dashboard.

       

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      Again, the unresponsive download links and the doubtful Dashboard reference.

       

      My advice:

       

      • Clean up any mess immediately after any wrong step, by deleting or editing all referring links and pages that point to or hold outdated information or software.
      • Wtach your SEO ! You won't believe how many DPS skeletons one can find within the official Adobe closet, or detours one must take, using a perfectly legitimate Google search string like "download adobe folio builder" or "adobe digital publishing editions". This mess of old information, dead ends, and ambiguity gives many desperate users a major headache.
      • Mention the release dates with every download version, because in this swamp of tools and updates, users get easily mixed up with all these numbers.
      • Use icons or other types of imagery in your information to clarify what downloads/tools users are looking at. After all, we're working in a graphical trade - not an IT department.
      • Start setting up ONE landing page that caters for all downloads, using some sort of a step-by-step guidance (I hesitate to use the word "Wizard")  to distinguish between what the user has and needs, depending on who they are: a newbie, an updating average user, a self-supporting proficient user, or Johannes Henseler...

       

      This brand new area of media and tools is entitled to some bugs and confusion, but there's no reason to add insult to injury. And there's no reason for me to say that the stuff you do "sucks" (although I did, to make my point). Because most users who have taken the effort to visit this forum, know how hard you're all trying to get this ball rolling.

       

      But you must achieve a more solid and thrustworthy basis for your information and downloads, and get rid of the "beta" mood that still surrounds DPS. Users understand quite well that DPS is far from solid and that it obviously requires regular updates, even separate from InDesign. But they get lost in the process too easily. So, get "The Future of Publishing" to behave according to the complete and agile solution the promotion claims it to be, or go back to Lab.

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        • 1. Re: This is ridiculous... (Updating Hell)
          Johannes Eckert Community Member
          Johannes Eckert Nov 13, 2011 3:14 AM (in response to Peter Villevoye)

          word!

          second that.

           

          This is really hard to follow, even for us who keep an eye on every update and read every single post and have an imagination of update problems out there.


          You tried to make digitalpublishing.acrobat.com (the "dashboard") the one-stop place for downloading and updating all necessary tools. good idea to make this the central point, because adobe.com download sections is a pain in the arse when trying to find updates for secondary tools like the DPS.

           

          also, make it super-duper clear what version is the current and what versio are currently available. I already wrote about lining up version numbers months ago and you seem to get this working — but it is still a mess. 1.7 vs 1.1.7 vs. 2.0 vs. drop17 vs. 11.4.2.201111104_m_670635 7.5.5.16 (you can imagine where I took the latter from)

           

          Peter: The bold line in the sticky forum message was added later, as I recall.

           

          —Johannes

          • 2. Re: This is ridiculous... (Updating Hell)
            David Cooke Community Member
            David Cooke Nov 13, 2011 8:18 AM (in response to Peter Villevoye)

            I've never complained before, but this is getting really messy.

             

            I'd also STRONGLY advise that you provide some form of advance warning to subscribers as to when you're about to update something. Surely you know about these things at least three days beforehand? I'm not talking about an updated forum message. I'm talking about an email to let us know in advance so we can make preparations for the inevitable upset. I wouldn't be surprised if collapses in your service like this are in fact breaches of our contract. Also, can you name the .dmg files with the respective version number? I'm tired of downloading files to realise I had already downloaded them.

             

            We've made a strong commitment to Adobe's products and we seem to get no preferential treatment.

             

            If anything we're getting continuously undermined by new offerings such as Single Edition and free uploads to Acrobat.

             

            Rant over.