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TheHeritageExplorer
TheHeritageExplorer
Known Participant
September 21, 2022
Question

General issue - told my case closed, but engineering still working on it?

  • September 21, 2022
  • 2 replies
  • 544 views

Really confusing support message today which doesn't give me confidence in Indesign's Publish Online product.

Yes, I've been told that I'm a fool to think I can build a business of the back of Publish Online, and also that I should be using Ajar In5, but Publish Online when working properly is fantastic for my business.  However, one of my issues recently has been a change to the Publish Online system that means document opening speed is much slower.  Originally (several months ago), it was blazingly fast, but now it really does just take it's time, pity because the speed was one of the things that convinced me Publish Online was a viable service (even if Adobe turned round and said at some point they'd charge for hosting later on, that'd be understandable).

So, having reported several issues, one of which is slow document load speed, I get the following from Adobe support:

 

Firstly an email saying my case is closed.

 

Then in support chat:

Me "I don't understand that - how can the case be closed if your engineering team hasn't solved the issue?"
 
Sarthi in reply:

"Sure. I want to inform you that the case is closed however the issue is reported to our team and they are working on it. There is no such estimate time to fix this issue however the team will update on a link once there will be and update from an engineering team."

 

I really don't know whether I'm being fobbed off, or if the issue is REALLY still being worked upon.

This topic has been closed for replies.

2 replies

kglad
Community Expert
kgladCommunity Expert
Community Expert
September 21, 2022

@LinSims is correct.  the agent confirmed adobe's engineering team is aware of the issue, but there is no estimated time of repair.

 

that still leaves you hanging indefinitely, so you should look for a work-around.

TheHeritageExplorer
TheHeritageExplorerAuthor
Known Participant
October 1, 2022

Again contacted adobe about slow load speed issue of Publish Online docs, now about 3 months since first reported this issue, at same time as loss of ability to save to homescreen in Safari. Just really seems to be no interest at Adobe to solve these problems. It's weird really, because no sooner do I re-report than I get email from support to say case closed, although support then tell me engineers are aware of issue????

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 1, 2022

do you see this problem across multiple browsers, multiple computers and multiple networks?

LinSims
Community Expert
LinSimsCommunity Expert
Community Expert
September 21, 2022

I think this will be better off in the Creative Cloud Services forum.

 

I think what the email means is that they've decided this is a bug and may take a while to fix, so there's no point leaving the case open. However, I am not an Adobe employee and I do not know their policies on this.

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