White box spinning loader, cant use software

[TLD12345]

Hello,

I get the attached white box almost immediately when opening the program, it locks up the computer, and I have to ctl alt delete to get rid of the programme. It displays a constant loading circle moving around but never loads anything. It happens. However, I try and open the software. 

I upgraded again to use the pro version again over the weekend, and since then, this has been happening. 

I noticed this on a few forums happening to others over the years, which is frustrating to see this issue dating back 3 or more years and still being a problem for your customers. However, none of the proposed fixes worked. As I run a small business I do not have time to be endlessly troubleshooting and either need this simply resolved ASAP or the subscription refunded and cancelled so I can purchase software fit for purpose without intervention from myself to make it so.

I look forward to a swift and decisive resolution and not endless troubleshooting as a response. 

Thanks,

[Amal.]

Hi @TLD12345 

Hope you are doing well and thanks for reaching out.

This issue is already reported to our engineering team and being worked upon. The fix will be available in the future updates

~Amal

[TLD12345]

Well, that would be fine to hear. If you had not got me on a locked-in monthly subscription for a year, for a piece of software that CURRENTLY is not working at all. I do not intend to me sat paying for something that has a known issue that makes me unable to utilise the product I am paying for. Especially as the term 'future updates' doesn't exactly give me much of a timescale. What would you like me to relay to customers for not being able to carry out required tasks due to not having the software working?  How do you wish to correct this predicament I am in with yourselves? I optimistically assume that you will cancel my subscription and contract, as well as refund me this month's fee paid, due to not being able to provide a service or product that is usable.

An apology for the huge time and inconvenience this has been, and the frustration its caused might go down well also. You know for customer retention or good customer service etc etc - although this appears to not be on the Adobe priority list.

I look forward to understanding how Adobe proposes to correct the current situation.

Thanks 

[TLD12345]

Hello, it has been several days since my reply. I was under the impression this was the 'support' forum we had to use. I shall distill my previous reply to make it easier for support to muster a reply to a paying customer whobspends a solid amount each year for Adobe tools. 

Question: Who do I contact regarding the contract and subscription you have me locked into and paying monthly for to have the software removed from my account and direct debit payments changed , until such a time as a 'future update' affords me the honour of paying for software I might actually be able to utilise. If not too much of an ask. 

As I have been known to correctly guess internal email address setups in large corporations, and have blanketed their C-suite executives previously when support and the outcome has been less than acceptable from the person handling it. Did you know if you email jeff bezos regarding an Amazon issue that isnt getting resolved, you have a member of the senior CS team call you back within a day to resolve it? Amazing right..... I wonder how Adobe would handle the same....  Thanks.. I look forward to your helpful reply on the matter.

[TLD12345]

Hello, another day has passed unable to use the software I am locked into a contract and having to pay for. I can happily continue this every day until I get a reply on my question of how do I get my money refunded for this known patch. Which was know when I purchased the software by yourselves, in full knowledge there is the possibility of this issue stopping me from being able to use the software you locked me into a annual contract for. I would very easily argue is misrepresentation fraud. Adobe has knowing locked me and others into contracts and payment plans with knowledge that this current issue in the software may prevent them from being able to use the service and software contracted. It is honestly rather disgusting that Adobe are knowingly doing this, and then as you commented to support, are very arrogantly shrugging their shoulders and saying 'oh well'. Anyway, I will try and keep this post at the top of the forum for maximum exposure.

[Amal.]

Hi there

Sorry to keep you waiting. Please try to update the application to the new version 23.03.20269 from the help menu > check for updates, reboot the computer once, and see if that works.

~Amal

[TLD12345]

How interesting. A few hours after launching a complaint and having a refund processed. Suddenly I get a reply. What a coincidence. No we have software that now works without the need of waiting a week and dealing with arrogant support staff. Maybe you might look at doing your job from the first message not waiting until it personally was impacting yourself due to a complaint before doing your job next time. Thanks.

[mariahweyne]

These settings solves this for some users.

[TLD12345]

Hi thanks, sadly I cannot get enough time to get to these options before the issue occurs and locks up the program.

[mariahweyne]

Try this:

Go to https://account.adobe.com/security and end all active sessions.

Go to https://acrobat.adobe.com/link/home  and see if you open/edit, in fact work with a document.

If all is well, try opening you desktop version and see if the problem disappears.