[ADOBE] Flash Player Support Experience thread

Forum|Forum|18 years ago
April 17, 2007
17 replies
2006 views

NOTE: This thread is NOT FOR DISCUSSION OF TECHNICAL ISSUES.
NOTE: This thread is NOT for discussion of an experience you had on this forum. This forum is a user-to-user forum.

What is this thread for? Simple enough. If you've submitted a Flash Player support email case and had a bad experience, this is the place to describe it. If you have not submitted a case via http://www.adobe.com/support please don't post to this thread.

I'd ask that you provide as much detail as possible BUT please omit agent names if at all possible. If you can provide the CASE NUMBER then I can have someone investigate the problem. Case numbers should generally be in this format: "172560273". If you're not comfortable posting that information then private message it to me. I may not respond personally but I will assign someone to check it out.

I'll check this thread as often as I can and have someone follow up whenever possible.

This topic has been closed for replies.

MDeadman

Participant

Case No 172674826
I have tried for weeks to get Flash Player 9 working . I have reinstalled on various occassions, but although I have the lastest version I cannot see the movie. Have been told that I need to user the forum or look at the support page which does not seem to help. Very frustrated and feel I am going round in circles.

Anonymous

Here is the sustomer support file you requested:

172507957
Start Date Monday, March 12, 2007 7:08:27 AM PDT

Subject Installation trouble

Monday, March 12, 2007 7:08:27 AM PDT
have been trying to download flash player 9
and the uninstaller for version 8.
keep getting redirected to website
"downloads.macromedia.com"
downloads fail, IE and firefox both say site is unavailable, can download acrobat and other programs from your website, but cant download from redirected site.
how do i get upgrade?
really frustrating
has been a waste of couple of hours.
can you just email those files to me?
go to macromedia site, cannot find downloads
is there a mirror site i can use?
OS: Windows XP Home SP2
Browser: Firefox

Monday, March 19, 2007 1:41:16 AM PDT
Hi DumbUser,

Thank you for contacting Adobe Systems.

With regard to your query, you can download Flash player 9 standalone
installer here:

For Internet Explorer/ AOL and other Active X based browsers
http://www.adobe.com/go/full_flashplayer_win_ie

For Mozilla Firefox/Netscape and compatible browsers:
http://www.adobe.com/go/full_flashplayer_win

You can verify if Flash player is working by going to this link.
http://www.adobe.com/go/15507

If you see an image showing the Flash player version: 9,0,28. Debug
Player: No, that means Flash is installed and working.

Hope it helps.

Best regards,

Mr. KnowItAll
Adobe Customer Support

Notes from Customer
Thursday, March 29, 2007 2:47:59 AM PDT
Have disabled IE7's security settings, and allow popups.
am unable to download either the deinstaller or the upgrade.
Have tried using both IE7 and firefox. no luck with either.
could having other adobe products on computer be stopping me from downloading, or Incredimail? I cannot download the deinstaller program or the upgrade, I cant make that statement any plainer. This is going into two weeks ,help would be appreciated, stupid comments about JUST downloading the deinstaller are not helpful.

Hi DumbUser,

Thank you for writing back.

You can manually uninstall Flash Player by deleting
Flash folder in your C:\WINDOWS\System32\Macromed\

Incredimail or other Adobe software should not stop your from
downloading.
Please check if you have full permissions or admin rights to
install/uninstall your applications. You may need to consult your system
administrator or PC
vendor.

Thank you for your patience.

Best regards,

Mr. KnowItAll
Adobe Customer Support

And the following is from microsoft;

"LostTexan" wrote:

Am running WinXP w/sp2, and have IE7. can download adobe acrobat from adobe, however ALL other
downloads (flash,shockwave,flash debugger) fail to download, IE7 comes back and says

"Internet Explorer cannot display the webpage

Most likely causes:
You are not connected to the Internet.
The website is encountering problems.
There might be a typing error in the address "

so, I can download acrobat from their site, but no other programs, had to use another computer to download flash programs, and repair
flash not working.Yeah, flash locked up IE7, and the flash debugger reinstall fixed it.
One problem down, but still...
why cant I download from adobe, is there a registry problem?

"Gistcheckin" wrote:

Try uninstalling previous version using this utility. It removes the player and Active X control.
http://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_14157

Download from here
http://www.adobe.com/shockwave/download/index.cgi?P1_Prod_Version=ShockwaveFlash

Troubleshooting:
http://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_19166

--
Gistcheckin

"LostTexan" wrote:

What part of "unable to download from adobe website" did I misstate?
Have run utility, copied it over from another computer.
Please read complete post before replying.

"Gistcheckin" wrote:

None, you spoke quite well. My mistake.

"LostTexan" ...
Have tried with IE7,IE6 and Firefox.
Have rebooted windows using safeboot w/network support.
have disabled norton firewall protection.
Have tried sugestions available at Adobe website dealing with download
issues.
including downloading their download mgr, and changing registry
settings
as
per their suggestions.
Have contacted Adobe, was told by their "help" people that they do not
provide on-line support for their "free" software.
can download from other computer here, can download acrobat from them all
day long, just absolutely no other program can be downloaded from adobe.
Have a little over 14 Gig of programs on this machine, the idea of
reinstalling windows and all other programs is not viable.
am strongly of the opinion adobe's version checker software , either in the
registry or as an ocx is the problem.

"Donald Anadell" wrote:

Hi,

Is it the online download and install of the Flash Player available here
that's failing you:
http://www.adobe.com/shockwave/download/index.cgi?P1_Prod_Version=ShockwaveFlash

or is it the direct download of the manual setup file for the Flash
Player
located here that's failing you:
http://www.macromedia.com/go/full_flashplayer_win_ie

or Both?

If you are unable to get the online install to work try the manual
download
of the setup file, if that doesn't work try downloading the manual setup
file from Filehippo at the following site:

http://www.filehippo.com/download_flashplayer_ie/

Download the Flash Player setup file and run it from your desktop, it will
install the latest version of the Flash Player(9.0.45.0) to your machine.

Good luck,

Donald Anadell

"LostTexan"
Yes, the online download of the flash player is failing.
Yes, the direct download of the flash player is failing.
Yes, the file from Filehippo at the following site fails:

http://www.filehippo.com/download_flashplayer_ie/

It Just redirects me back to Adobe.

With english being my second language, I immigrated here from Mars a
couple of decades ago, I can appreciate how subtle differences in nuances can
create a situation best described as a failure to communicate. I will attempt
again to describe what my problem is. On the desk in front of me I have a
computer screen display. That display has a really nifty graphical user interface.
By my hand there is a moveable device called a mouse, when I move the mouse a
small reference point on the screen moves, by moving the mouse I can cause
the reference point to position itself anyplace on the screen that I want.
When I have the reference point on top of a symbol that I can interact
with, I can press a button on my mouse. That symbol on the screen will then
appear to depress.
When I do that on any website that offers a download, I will then receive a
file by mystical, paranormal or supernatural means. When I do that at Adobe,
as long as I am attempting to download Acrobat, I will get a file in return,
However, and here's the point, I cannot download any files for flash player.
All that occurs is a screen that comes up and says
"Internet Explorer cannot display the webpage "

"Donald Anadell" wrote:

Hi,

There is really no need for sarcasm here, I understand you are having
problems downloading files from the Macromedia download site. I've only
seen one post in this group with a similar problem back on March 4th:
Although I was able to get
the Flash setup file to him by uploading the file to my server so he could
download it from there.

I assume you've worked thru all the possible remedies for the problem(as
you've described it) here:

"Internet Explorer cannot display the webpage"
Sorry I wasn't able to help you,

Adobe website has some sort of a "permission
protocol" in use before sending file. I dont know if it's a registry setting
or not.
what I need to do is find out what is blocking the downloads from Adobe.

Anonymous

Well..
I did change names as you asked.

Technical Support Case # 172507957
Updated April 3, 2007
Status: Closed
Reopen
Product Flash Desktop Player ALL

Platform Multiple Platforms

Product Language All Languages

Support contract

Start Date Monday, March 12, 2007 7:08:27 AM PDT

Subject Installation trouble
Read Original Post

Notes HistoryNotes to Customer
Tuesday, April 3, 2007 9:18:22 PM PDT
Hi Dumb user,

Thank you for writing back.

You can manually uninstall Flash Player by deleting
Flash folder in your C:\WINDOWS\System32\Macromed\

Incredimail or other Adobe software should not stop your from downloading.
Please check if you have full permissions or admin rights to
install/uninstall your applications. You may need to consult your system
administrator or PC vendor.

Thank you for your patience.

Best regards,
mr. KnowItAll
Adobe Customer Support

Notes from Customer
Thursday, March 29, 2007 2:47:59 AM PDT
Have disabled IE7's security settings, and allow popups.
am unable to download either the deinstaller or the upgrade.
Have tried using both IE7 and firefox. no luck with either.
could having other adobe products on computer be stopping me from downloading, or Incredimail? I cannot download the deinstaller program or the upgrade, I cant make that statement any plainer. This is going into two weeks ,help would be appreciated, stupid comments about JUST downloading the deinstaller are not helpful.

Notes to Customer
Wednesday, March 21, 2007 1:22:25 AM PDT
Hi DumbUser,

Thanks for writing back.

No. Previous versions of Flash player will not block you from
downloading a newer version.
The only thing that can block the downloads is your Windows security
settings.

I believe the standalone exe installer should do the job.

Hope it helps.

Best regards,

Mr. KnowItAll
Adobe Customer Support

Notes from Customer
Monday, March 19, 2007 5:17:04 AM PDT
am using IE7, windows xp sp2
will a previous version of flash player block me from downloading a newer version?

Notes to Customer
Monday, March 19, 2007 1:41:16 AM PDT
Hi DumbUser,

Thank you for contacting Adobe Systems.

With regard to your query, you can download Flash player 9 standalone
installer here:

For Internet Explorer/ AOL and other Active X based browsers
http://www.adobe.com/go/full_flashplayer_win_ie

For Mozilla Firefox/Netscape and compatible browsers:
http://www.adobe.com/go/full_flashplayer_win

You can verify if Flash player is working by going to this link.
http://www.adobe.com/go/15507

If you see an image showing the Flash player version: 9,0,28. Debug
Player: No, that means Flash is installed and working.

Hope it helps.

Best regards,

Mr. KnowItAll
Adobe Customer Support

Notes from Customer
Monday, March 12, 2007 7:08:27 AM PDT
have been trying to download flash player 9
and the uninstaller for version 8.
keep getting redirected to website
"downloads.macromedia.com" ,downloads fail, IE and firefox both say site is unavailable, can download acrobat and other programs from your website, but cant download from redirected site.
how do i get upgrade?
really frustrating
has been a waste of couple of hours.
can you just email those files to me?
go to macromedia site, cannot find downloads
is there a mirror site i can use?
OS: Windows XP Home SP2
Browser: Firefox

Anonymous

Case# 172645374

I am not a happy camper. I have spent many hours trying to get the latest Flash Player to load. When I used Adobe's uninstaller for Flash Player, per Adobe's troubleshooting procedures, my Adobe Photo Deluxe stopped recognizing .jpg and .gif files. After trying recommendations via the response to my case, I called Customer Service at 1-800-833-6687. I was expecting more technical help and did not receive it. Instead, I was transferred to Sales. They basically said they could not help me with my problem except to provide assistance in replacing my Adobe Photo Deluxe because Adobe Photo Deluxe in not supported anymore. So, I ask, "Why would I want to spend money on a new product when an Adobe uninstall program for Flash Player messed up my Photo Deluxe?" The Sales department was of no help. In fact, they weren't even sure why I was transferred to them. Here I sit with no Flash Player on my computer and a Photo Deluxe that doesn't work anymore. Could a technician please call me (see Case# above) and help me resolve my problems? I'd really appreciate it!

Anonymous

Adobe, my Flash Player is finally installed. See case for details. However, I might as well uninstall my Photo Deluxe because it doesn't work anymore and Adobe doesn't support it anymore. I'll use another product instead. --Roads End--

birnerseff

Inspiring

Hi,

I must admit that I had not noticed the GTK2+ bit in the system requirements.
In the meantime I installed seamonkey (its requirements say glib2.x, and google told me that the one function it was missing was added in glib2.4, so I had to upgrade glib)
Now - the difference: there are no longer any messages before flash crashes the browser; so this is back to square one?

BTW: I recently installed realplayer 10, which also relies on gtk2+, and it worked out of the box. I also tried to install the adobe reader ... another fail.
Now requirements for adobe reader say Suse 9.2 or later where flash player just asks for 9.x, and it additionally asks for kernel 2.6 and an intel pentium, where flash player just requires a modern cpu. Maybe engineering can clarify?

I am very sure that neither the current rpm nor the tar.gz package includes a standalone player .... maybe yours was packaged with some other product?

Regards
birnerseff

BbbentAuthor

Inspiring

Here's what I was told... it's got something to do with the browser's support of GTK (Gimp ToolKit)

Basically, Flash Player supports GTK2+ browsers only. GTK2+ is not compatible with GTK+. The errors you see are common with a GTK+ browser.

Most recent browsers already ship with GTK2+ (firefox and seamonkey.) There is a specific GTK2+ Mozilla 1.7.13 available also.

That's all the info I have (and I'm certainly not the Linux guru around here...)

The standalone player comes with the Linux public player download. There are some instructions for it but they're a bit sketchy. ON my (VMWare) Suse setup it's just in the Flash folder and you have to launch it..

birnerseff

Inspiring

no real change, unfortunately :(

BTW: when I first sawthe beta, there was a companion desktop player. It did not even start on my system, but did start on Suse 10.1 ... and get stuck once forced into settings mode. Where could I download and test the finished version?

birnerseff

BbbentAuthor

Inspiring

I'm asking Engineering to clarify, but I think this is fixed in the most recent 9.0.31.0 Linux Flash Player...

birnerseff

Inspiring

Hi,

I tried to follow your suggestion, but the button to submit the message leads to
a nice 404 page showing the url https://www.adobe.com/cfusion/support/index.cfm?loc=en_us.
So here is the message - maybe you can help feeding it into the system:

player does not work!
Opening flash content results in messages about gtk_clipboard, and within a couple of seconds the browser closes.
System details: Suse linux 9.0, AMD CPU, ctwm window manager, alsa sound
Player versions tried: 9.0.21.55 and 9.0.21.78

Messages:
GLib-GObject-CRITICAL **: gtype.c:1871: initialization assertion failed, use g_type_init() prior to this function

Gtk-CRITICAL **: file gtkclipboard.c: line 203 (gtk_clipboard_get_for_display): assertion `GDK_IS_DISPLAY (display)' failed
Adobe FlashPlayer: gtk_clipboard_get(GDK_SELECTION_PRIMARY); failed. Trying to call gtk_init(0,0);

GLib-GObject-CRITICAL **: gtype.c:1871: initialization assertion failed, use g_type_init() prior to this function

Gtk-CRITICAL **: file gtkclipboard.c: line 203 (gtk_clipboard_get_for_display): assertion
`GDK_IS_DISPLAY (display)' failed
Adobe FlashPlayer: disabling GTK use since it can't be initialized.

I recall seeing repeated messages (if the thing ran a few more seconds, and the site had sound) about problems accessing the sound device occasionally.

Regards
birnerseff

BbbentAuthor

Inspiring

I keep hearing from people (on other threads) who opened Player cases but didn't get satisfactory responses. This is the place to post those case #'s for followup.

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