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K
kaydan000000001
Known Participant
February 2, 2010
Answered

Adobe technical support - what a joke!

  • February 2, 2010
  • 4 replies
  • 5097 views

I have tried to get technical support for CAPTIVATE CS4 for about 4 hours only to get through to someone in INDIA who has absolutely not a clue of what I am talking about and who can barely speak english. Then I was promised a call back within 10 minutes which never came, waited on hold for over 30 minutes, only to be disconnected, then eventually got through again only to be hung up on!

I am flabergasted that it is virtually IMPOSSIBLE to get any technical assistance from anyone at ADOBE.  You can spend literally going around and around in circles on the Adobe website - you click on "Contact Us" and it's about another 50 questions !!!!!  only to end up back where you started from !   I found a phone number in Sydney, which diverted me back to the morons in INDIA !!!

Software is great - customer support TOTALLY SUCKS!

    This topic has been closed for replies.
    Correct answer johndaigle

    Hello again John,

    I read on a website that .flv files wont play when the Captivate project is hosted on a Windows 2003 server.  Anyway, I published my Captivate project (containing your clown fish .flv file) to my hard drive as was suggested on the website, and all works !!

    Not sure where to go from here ... back to my IT guy I'm guessing...


    I would print out that knowledge base article and take it to the IT folks whether you're using Windows Server 2003 or not.

    http://kb2.adobe.com/cps/194/tn_19439.html

    This has GOT to be some kind of permission/security thing.

    Thanks
    john

    4 replies

    J
    jamesnotjim
    Inspiring
    February 3, 2010

    I've, so far, had only good experiences with Adobe technical support. But, I can say with certainty, that support from the Adobe Captivate user community, via these forums, is exceptional, as this thread clearly shows.

    J
    jay fresno
    Inspiring
    February 3, 2010

    Wonderful! I was rooting for you!

    johndaigle
    johndaigle
    Legend
    February 3, 2010

    Congrats, Kay. Your persistance paid off!

    John

    John DaigleAdobe Certified RoboHelp and Captivate InstructorNewport, Oregon
    J
    jay fresno
    Inspiring
    February 2, 2010

    I use a program called "Any Video Converter" and most of the time it works great. I have the free version, but they also make a professional version that you can buy if you need more features.

    http://www.any-video-converter.com/products/for_video_free/

    Captiv8r
    Captiv8r
    Legend
    February 2, 2010

    Thanks for posting that, Jay! Hopefully it will help Kay out.

    Cheers... Rick

    Helpful and Handy Links

    Captivate Wish Form/Bug Reporting Form

    Adobe Certified Captivate Training

    SorcerStone Blog

    Captivate eBooks

    K
    kaydan000000001Author
    Known Participant
    February 2, 2010

    not yet...

    Regards

    Kay

    Captiv8r
    Captiv8r
    Legend
    February 2, 2010

    Hi there

    I've heard many complaints about support for many different companies. Perhaps if you could tell us the issue here we might offer a way past it.

    Cheers... Rick

    Helpful and Handy Links

    Captivate Wish Form/Bug Reporting Form

    Adobe Certified Captivate Training

    SorcerStone Blog

    Captivate eBooks

    K
    kaydan000000001Author
    Known Participant
    February 2, 2010

    Hello Rick,

    Basically I would like to insert a video (a .vob file) into my Captivate 4 file for publishing onto our intranet.  I converted the .vob file to a .flv file and it works in Preview, but when I publish the project, the .flv video didnt play.  I read it might have something to do with metadata but I am not a technical person - I managed to create my Captivate software simulations quite well, but that's about it.  I have Googled conversion software with specific reference to metadata, but it's getting too complicated. I'm beginning to think I won't be able to do this.

    Kay

    Captiv8r
    Captiv8r
    Legend
    February 2, 2010

    Hi Kay

    You might take a look at the link below for a metadata utility

    Click here to view

    If the video doesn't play after you upload to a server, there could be a few different issues at play here.

    The Server may need to have a MIME type configured in order to serve FLV files

    Click here for more on that

    The server may be UNIX or a UNIX variant. In this case, the file naming structure may need to be examined in order to see if you need to change anything. For example, the Captivate file is referencing MyVideo.flv and the actual file name is myvideo.flv. So you need to either rename the reference or the actual file name on the server to match.

    Hopefully something here was helpful... Rick

    Helpful and Handy Links

    Captivate Wish Form/Bug Reporting Form

    Adobe Certified Captivate Training

    SorcerStone Blog

    Captivate eBooks

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