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barbaraf35616638
barbaraf35616638
Known Participant
April 7, 2018
Question

Why no customer support 24/7?

  • April 7, 2018
  • 2 replies
  • 1012 views

We use our computers 24/7 all over the world. We pay a monthly subscription for Adobe Creative Cloud and yet when we have a fundamental problem such as the 'updating presets to XMP' issue there seems to be no support except Mon to Fri 9-5 GMT. In this day and age this simply isn't good enough Adobe! I cannot use my LR Classic and I have important photos to edit.
The forums are full of complaints and ideas of how to solve the issue but I am very reluctant to try these. This has been ongoing since the update was launched and yet I cannot find anything from Adobe officially on how to solve the problem. Has the invitation to install the update been retracted or are more people falling into the same black hole as everyone else?

This topic has been closed for replies.

2 replies

Todd Shaner
Todd Shaner
Legend
April 7, 2018

If you're having issues with the LR Classic 7.3 update my best suggestion is to roll back to LR 7.2. Do NOT update any of your systems to LR 7.3 and wait for Adobe to issue a new release that resolves these issues.  As you've discovered there are some workarounds to correct the issue you mention as well as the sort order of presets issue. I would only suggest doing so if you absolutely need one of the new features in LR 7.3 NOW. Rolling back using the Creative Cloud app is the easiest solution. Click on the arrow next to Lightroom Classic CC 'Update,' select 'Other versions,' and then select CC 7.2.

barbaraf35616638
barbaraf35616638Author
Known Participant
April 7, 2018

Thank you, that looks promising. Do I force quit on the open Lightroom I have now before attempting this?

Todd Shaner
Todd Shaner
Legend
April 7, 2018

Yes, please close the LR Task and all other open applications and then restart your system. If you have any issues with the 7.2 roll back please let us know, but I don't anticipate you will.

JP Hess
JP Hess
Inspiring
April 7, 2018

The forum is probably the closest thing to 24/7 that you will get, but we are just users like yourself. If that isn't good enough then you will have to deal with what Adobe offers. If you have a problem that we can help you with then please express it as clearly as possible. Otherwise, try to deal with Adobe when it's convenient and possible.

barbaraf35616638
barbaraf35616638Author
Known Participant
April 7, 2018

Thank you for your reply. I have the 2 issues - lack of customer support 24/7 and what to do with a seized up Lightroom Classic. Like many other people I have the 'updating develop presets to XMP' window issue which has been on my screen for about 5 hours now. I can see the Presets window on the left in the Develop module and the layout does seem to have changed with the word Classic in front of several entries. I'm not sure what to do for the best on my Mac running High Sierra 10.13.4.

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