P: CS4, CS5, CS6, CC: Cursor disappears on Mountain Lion (MacOS 10.8)

Chris,

I had Apple's attention on this issue when I started this topic. My last several attempts to contact them have been ignored. Who can all of us write to or call to get Apple to address this issue?

Thanks,
Marc

We have done what we can to get Apple to fix their bug. But you can do more by telling Apple that this is important to you.

Not seeing the bug in other software does not mean that the bug is in the application, it can just as easily mean that the bug in the OS is specific to how the application is drawing something (like using OpenGL and large cursors). In this case the bug HAS been seen in other software, and is pretty well isolated to certain video cards, certain driver versions, and certain cursor sizes.

Of course, we would like to see this bug fixed. But we cannot fix the driver software in the OS. Apple has priorities for fixing bugs that we cannot control, but Apple does take customer complaints into consideration beyond just what developers submit. So, if you would like Apple to fix the bug sooner, please let Apple know that you consider this important.

Yes, you really don't understand the situation.

Again, this bug only occurs within your software. Even if it is Apple's fault, it should be your job and in your interest to persuade Apple in fixing it sooner.

Adobe is a multibillion company, I'm sure you have ways and resources to influence the decisions of other companies you work with (even Apple). Much more than the common users have. And I'm sure Apple already told you this and many other bugs can be avoided if you rewrite something (or even most things) in your code.

You just don't want to suck up to their rules because of politic disputes you've been having with them. But your users are the ones who suffer.

At least that's my perception of the situation. I could be wrong, though.

My job is to write Photoshop. In my spare time I answer customer questions, try to solve customer problems, and correct customer mistakes. When I find problems that really are bugs, I admit it and see about getting them fixed.

In this case, we're pretty sure it's a bug in Apple's display code, and only Apple can fix that.

At no point have I been rude or sarcastic here. But Adobe cannot fix Apple's bugs. Sometimes we can work around the bugs in MacOS, but sometimes Apple really needs to fix the bugs in their code. We can file bug reports with Apple, but we file a LOT of bug reports (because Apple has a lot of bugs) -- and Apple has their own priorities. Customers telling Apple that they don't like a particular bug and want to see it fixed raises the priority with Apple, and sometimes gets the bugs fixed sooner instead of 3 major releases down the road (ok, that was sarcastic).

What we care about this bug does not matter - we cannot fix Apple's code. Only Apple can fix Apple's code, so Apple is the party that needs to know that fixing their code is important.

You are not getting blown off, you are not getting fingerpointing, you're just getting the cold, hard facts.

Chris, I know it's your sole job to tell everyone that none of the problems are Adobe's problems, but please have some respect for your customers. Just because we pay for your unreasonably overpriced bloatware, doesn't mean we are that stupid to accept such treatment (not most of us anyway).

All the clues point to some problems on Adobe's part -- as it only happens in Photoshop (although, to me it also happens after leaving fullscreen mode in Flash-based video players) -- yet you keep insisting and sometimes rudely and sarcastically that your customers should go and complain to some other company.

Even if it is Apple's bug (you didn't provide any argument to support that, though), your customers shouldn't be doing your (i.e. Adobe's) job of making your product to work properly with their product.

Look, I'm sure you are a nice guy and such. But reading these forums for couple years now, it seems to me you are not super stoked about your job either. Don't know what it is -- not getting paid enough, or just getting sick of people complaining all the time -- doesn't really matter. What matters is it doesn't help the company's image and should be brought up at the next weekly/monthly staff meeting. That is, if you care about the company, of course.

Or maybe you did bring that up many times and they said "we don't care, we are the monopoly"?

P.S. — I know you're gonna delete this comment. Which is fine, as long as you read it.

Please let Apple know that you want to see it fixed soon.

That is nonsense. I have this happening constantly, my machine has 48Gb of main memory.

if you are still wondering, it is a memory problem. you have used up too much. it happens on bigger files mostly. reduce your memory use in the preferences/history thing, then close Photoshop and reopen it once a full purge of memory has occurred.

ME TOO...

MACPRO

2 x 2.8 GHz Quad-Core Intel Xeon
ATI Radeon HD 4870 512 MB
Software OS X 10.8.2 (12C60)

I don't have this problem with CS5 and Lion 10.7.5, but after I upgrade to CS6, now the cursor is constantly disappear on me.

I am using Wacom Intuos 3 tablet with driver version 6.3.4-3