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RVSPHIL
RVSPHIL
Participating Frequently
November 16, 2019
Question

Sharing my third attempt at getting help with the 2020 updates...

  • November 16, 2019
  • 3 replies
  • 509 views

Apparently no one at Adobe knows what to do...so this is the plan to placate and stall paid subscribers?

 

Here's my latest, my third interaction with customer support in 2 days.

 

[quote]

Today  11:55 AM

Adobe Customer Care Virtual Assistant

Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you.

AI will not run. Freezes when attempting to open or create files

Adobe Customer Care Virtual Assistant

I want to make sure I understand clearly. Which category below best describes your issue?

Troubleshoot a product issue

Fix a download or install error

Something else

Troubleshoot a product issue

Adobe Customer Care Virtual Assistant

You need help with Adobe Illustrator or InDesign. Is that right?

Yes

No

11:56 AM

Yes

Adobe Customer Care Virtual Assistant

Great. Connecting you to an agent who can help.

Connecting you with a specialist as soon as possible.

You are now connected to SACHIN, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

SACHIN

Hello, I'll be happy to assist you.May I know the operating system you are using and it's version?

windows 10 pro 64

SACHIN

May I know are you facing the problem in particular file or all the files?

AI will not open a new file, of any kind, type, or size....or open any previous AI files or images. The program freezes when attempting to open anything.

SACHIN

May I know you have any plug-in or Wacom tablet installed in your system ?

any plugins? I'm sure I do. AI was working fine, until the upgrade. Now it doesn't work. I uninstalled the duplicate 2020 update....and now 2019 doesn't work either. It has nothing to do with my computer, and everything to do with your crappy non-tested software. Hundreds if not thousands of us in the online adobe community forums are all having tons of problems with ALL of the newly pushed, 2020 adobe programs.

SACHIN

Philip, the application cannot be launched without testing the softwares and let me check where you are facing the problem so that I can assist you in a better way.

Paid subscribers are not beta testers. Are you going to refund my month of non productivity?

SACHIN

I really can understand your situation and I am trying to help you the best I can.

We'll we're 30 minutes in here....what are you doing to solve the problem?

Sent 12:23 PM

OK...we'll have to try again with someone else at adobe who perhaps will pay attention to the conversation....goodbye, I'd say thanks, but you really haven't done anything except waste 40 minutes of my time.

Sent 12:30 PM

[/quote]

 

It's always fun to banter with someone who takes 5-7 minutes between replies...who obviously has no idea what to do, and has no intention of actually helping. Thus...the non-working software struggle continues.

This topic has been closed for replies.

3 replies

M
mchester84
Participant
January 23, 2020

All my adobe programs just updated yesterday and it started with Acrobat DC not working and then suddenly Photoshop kept crashing - then finally Illustrator is now refusing to open. I have uninstalled / re installed three times. Updated my computer - checked my fonts - I have exhausted any kind of clue as to what is causing this and can not get any of my Adobe programs to work now....I would love if someone finds out what is going on!!

C
Chaco2552
Participant
November 17, 2019

Adobe4 had two service personnel working on my Creative Cloud app install hangs for 5 houors and resolved nothing.  My Windows 10 system was left in unprotected mode and the two individuals (who worked sequentially) both signed off without making sure things were working (Rahul first and later Amit) - the problem was not resolved and I am left with a system after they made changers that I have no idea of what state it is in.   Meanwhild the products I paid for are not installed and working.  Adobe's Creative Cloud install calls for tuning off protections- which leaves our systems open for invasion.  I thought Adobe was a responsible company,  but this excperience tells differently.   Their service personnel took my system for a total of 5 hours where I could do nothing except wait and nothing was resolved.   Does Adobe, have any respojnsible service personnel?

    D
    dicklloyd
    Participating Frequently
    November 16, 2019

    That experience you have described above makes me think twice before making my first purchase with Adobe. Is your predicament still unresolved?

      RVSPHIL
      RVSPHILAuthor
      Participating Frequently
      November 19, 2019

      As usual with adobe....multiple updates over the next few weeks will solve the problems. Some of my programs are starting to work a little better as they auto-update, and microsoft continues to push fixes through windows 10 to deal with the crappy adobe situation. This happens literally every year.

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