How long does it take for Adobe to escalate a problem after they've been in my computer 4 times???

Question

I've been out of business now for over three weeks, and Adobe support simply spins their wheels, doing the same things over and over.  I've allowed them in my computer four times now.  The first three went through all the steps to fix the "spinning ball" problem, including wiping all my adobe products out, and killing everything Adobe on my system.  That didn't help.  Reinstalling gives me the same spinning ball, and no Creative Cloud apps. Each time they tell me they are going to escalate it.  Each time, I go on to open another session with them, and get the same results. The last one said he WAS the escalation, and ended up telling me he was going to escalate it to another higher step.  That was last Monday.  It's been a week with no contact.  I'm paying a heavy price for tools I can't use.  I've got courses sitting there I can't go any further with because I don't have access to the Creative apps.  What does it take to get Adobe to actually FIX something?  I'm losing business and as a paraplegic, it's not exactly easy to acquire new clients.

Gene Humbert · Accepted Answer

Well, it's finally fixed. Why, I'm not sure. After multiple log-ons by Adobe support to my system, the last person, a Rahul, he noticed that I had more than one network listed in my system. He told me that all the virtual connections had to be removed. I told him several times that they were not active, that there actually were no other networks than the one that supported my home group, and the raw internet. He simply restated it needed to be removed, then closed everything out. This, after removing multiple WORKING programs, and all my Adobe programs. I was disgusted, couldn't believe support was leaving me hanging.

I removed the two virtual programs I had installed, and lo and behold: The Creative Cloud spinning ball went away and I finally had a connection! He was right! Removing the virtual connection stuff allowed the Creative Cloud to complete!.

Now, I have to go back and re-install the Creative Cloud applications, the CS6 applications, and all the extensions I had for Dreamweaver and Photoshop. What a Pain!. He also said something about Adobe, on their last update, required that there be only ONE internet connection on each machine. They never said anything about that to anyone that I know of. IMHO, that is unreasonable for them to expect.

Eugene

Sheena Kaul · Answer

Hi Eugene,I really apologize for your experience with the support.Please refer to the help document below to fix the spinning wheel issue:App doesn't open | Progress wheel spins continually‌Let me know if that helps!Regards,Sheena

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