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AlyMey
Known Participant
December 11, 2009
Question

I need help getting assistance from Adobe Technical Support. Ideas?

  • December 11, 2009
  • 1 reply
  • 614 views

I feel that I am getting the run around by Adobe technical support and wondered if anyone had any recommendations on how to handle this problem.

Any recommendations or assistance would be greatly appreciated.  This is very important to me.  In previous upgrades this has been fixed with the update, but Adobe has not added an update to RoboHelp 8.0 yet.  Does anyone know of an update in the works?

I have repetedly contacted Adobe Technical support with a bug that I have found and also reported a bug on the website where you report bugs. 

http://www.Adobe.com/cfusion/mmform/index.cfm?name=wishform&product=38

I continually am told that it is worked on by the "highest level" but each time they try the bug out as if it is not being worked on.  Does anyone have a recommendation about how to get my bug worked on.  I have confirmed that it is in fact a bug and can be replicated on other computers.  Sometimes they say they will help and then put in a ticket that it is my turn to submit information.  Most of the time I just am told I will get a call and do not

I have posted my problems on an earlier posts and have gotten some work around recommendations but they do not solve my problem.  This is a very used feature that does not work and it is a really cool feature in my online help system.

http://forums.adobe.com/thread/522651 and http://forums.adobe.com/thread/92958?tstart=0

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1 reply

Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
December 11, 2009

There have been two updates to RoboHelp 8. They can be found via Help > Updates or from http://www.adobe.com/support/robohelp/downloads.html

If Help > Updates is greyed out, that is usually because the user does not have local admin rights. Such a user would be able to download the patches but not install them. Either their rights need to be upgraded or the patch needs to be installed by an admin.

Please contact me via my site.

See www.grainge.org for RoboHelp and Authoring tips

Follow me @petergrainge

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A
AlyMeyAuthor
Known Participant
December 17, 2009

Thanks, it was helpful to know that there were fixes, but they unfortunately did not correct my problem.  So I am back at squre one again. I am still having a problem and am not getting help from tech support.  Any ideas on what to do?  Like I said, I reported it as a bug and have called tech support several (over 5) times.  I am very frustrated.

Ideas?

Alycia

Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
December 17, 2009

Well perhaps reading my last reply would be a start.

See www.grainge.org for RoboHelp and Authoring tips

Follow me @petergrainge

Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.
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