Lack of support

New Here ,
Oct 28, 2020 Oct 28, 2020

Copy link to clipboard

Copied

I’ve been a Photoshop user for over 30 years, with few problems, and have kept loyal to it since I retired, despite photographer friends telling me they were using better, and certainly cheaper, programmes.

 
I decided to trial Acrobat pro yesterday but, having filled in all the account details I found that the programme wouldn’t download, so I cancelled the new Acrobat account. I then found that Photoshop wouldn’t open. 
 
I contacted support, who tried a few things then said they were passing me onto a technical person. Three hours later the technical person appeared. By that time I’d given up waiting and gone to bed. 
 
I received an email this morning and contacted support again. Their specialist, Piyush tried a few things then asked to take over control of my computer. He/she deleted all my Adobe programme files, opened another OS account and then said the problem was caused by my antivirus software and asked me to uninstall it and then I would be able to download the Adobe software again. 
 
I did that but I then discovered that I still couldn’t download the programmes as I needed to upgrade my operating system because the latest versions of Photoshop etc didn’t work with Sierra. It seems obvious that this was the problem, not the anti-virus software all along and Piyush hadn’t checked what OS I was using.
 
Last time I upgraded the OS (again because of Photoshop) it cost me a fortune as other programmes, particularly Quark Xpress, no longer worked so I had to upgrade them. As I’m now retired and only use these programmes as a hobby, I can’t afford to keep paying extra sums on top of the £9.98 per month. So, I am reluctant to upgrade from Sierra in case it costs me another fortune.
 
I also tried contacting support again and asked whether it was possible to download an earlier version of Bridge. The virtual assistant said it would connect me with a specialist as soon as possible. That was well over two hours ago and I’m still waiting.
 
If they're so busy that they can't deal with their customers in reasonable time it suggests that either they haven't got enough representatives or their software is not fit for purpose if it needs so much support.
 
The version of Photoshop and Bridge – CC 2019 – that I was using worked perfectly well for my needs, but if I am unable to replace them (as Piyush deleted all the files) I will obviously have to cancel my subscription to the Adobe Photography plan.
 
Any suggestions?

Views

128

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Oct 28, 2020 Oct 28, 2020

Copy link to clipboard

Copied

you can download the current version on one prior version of adobe software using the cc desktop app.

 

if that's what you want, and you have no adobe programs on your computer, you should probably run the cleaner* to give yourself the best change at successfully reinstalling the cc app and programs.

 

*

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

restart your computer (don't skip this)

reinstall the cc desktop app, https://creative.adobe.com/products/creative-cloud.

if you're unable to install the cc desktop app at this stage, use an administrator account (solution 4 here, https://helpx.adobe.com/creative-cloud/kb/creative-cloud-missing-damaged.html)

use the desktop app to install your cc programs/trials

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Oct 30, 2020 Oct 30, 2020

Copy link to clipboard

Copied

Thanks – Eventually I got through to another agent and he tried all that but still got the same error message:

We can’t verify your subscription status.

We can’t reach the Adobe servers. This may be because you’re not connected to the internet. Check your connection and try again below. If you’re still having issues, please see our connectivity troubleshooting guide.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Oct 28, 2020 Oct 28, 2020

Copy link to clipboard

Copied

Can you try Time Machine to get back the 2019 versions?

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Oct 30, 2020 Oct 30, 2020

Copy link to clipboard

Copied

Thanks – tried that but still got the same error message when I opened the programme:

We can’t verify your subscription status.

We can’t reach the Adobe servers. This may be because you’re not connected to the internet. Check your connection and try again below. If you’re still having issues, please see our connectivity troubleshooting guide.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Oct 28, 2020 Oct 28, 2020

Copy link to clipboard

Copied

Well John, you're at a crossroads. 

 

Apple's latest OS is Big Sur.  Last year it was Catalina and previous to that it was Mojave, High Sierra and Sierra respectively.  So your set-up is already 4 versions behind which is a tenuous place to be for security reasons.  Apple expects their customers to have current equipment and current software, expensive though it may be. 

 

Don't get me wrong, I like Apple products. But you get a lot more bang for your buck on a PC.  I've been using Win10 since it released 5 years ago and despite all the updates, it still supports older software as well as the latest and greatest Creative Cloud products. So I'll let you connect the dots.

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Oct 30, 2020 Oct 30, 2020

Copy link to clipboard

Copied

They say it's necessary to upgrade because of security. But isn't it really that if people don't upgrade Apple don't make so much money!

It's bad enough that I have to keep paying £9.98 per month for facilities I use probably less than 5% of.

I've been a dedicated Apple user for more than 30 years and always upgraded while I was earning a living from it. Now that I'm retired it's just a hobby and I can't afford to keep adding to Apple/Adobe/Quark etc profits.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Oct 30, 2020 Oct 30, 2020

Copy link to clipboard

Copied

"They say it's necessary to upgrade because of security. But isn't it really that if people don't upgrade Apple don't make so much money!"

I suppose you could say that anti-virus companies are in business to make money, too.  But does that mean security is any less important against ransomware attacks, unwanted data mining and identity theft?

 

Adobe expects customers to use an OS that is no more than 2 versions back.   As of now, that's Catalina and Mojave.  After the big Apple event in November, it will become Big Sur and Catalina. 

 

System Requirements:

https://helpx.adobe.com/creative-cloud/system-requirements.html

https://helpx.adobe.com/photoshop/system-requirements.html

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Oct 30, 2020 Oct 30, 2020

Copy link to clipboard

Copied

There's a difference between making money, which we all expect and accept, and being greedy and ripping people off. With a profit of over $11 billion last year Adobe could easily afford to support their loyal customers, not just the rich ones. They were quite happy to take my £9.98 per month, but not prepared to give me the service I expected for it. CC2019 was working fine with Sierra until I tried to download a trial version of Acrobat. Instead of saying it wasn't compatible with my OS, it trashed all my Adobe programs – not just Photoshop and Bridge which I use all the time, but Lightroom, and Elements which I rarely use and even Acrobat Reader. The first agent deleted all my Adobe programmes and files, then left me with nothing. The second tried various things, then gave up. I spent all day yesterday sitting in front of the computer waiting for another agent who took hours to arrive and when I he did, he/she was unable to fix the problem, partly, I believe, because of their failure to accept that the problem was Adobe's rather than mine.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Oct 30, 2020 Oct 30, 2020

Copy link to clipboard

Copied

Are you saying your Adobe products should just work depsite the condition your computer is in?  I wish it were that easy.  But it isn't. 

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Oct 30, 2020 Oct 30, 2020

Copy link to clipboard

Copied

My adobe products were working perfectly until I tried to download a trial version of acrobat pro. That’s what caused the problem and trashed all my adobe products. Everything else is still working fine.

Sent from my iPhone

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Oct 31, 2020 Oct 31, 2020

Copy link to clipboard

Copied

Are you saying it’s ok for adobe to trash the programmes I’ve paid good money for and are working perfectly just because my operating system is four years out of date?

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Oct 31, 2020 Oct 31, 2020

Copy link to clipboard

Copied

no one said it's ok.

 

others are pointing out that adobe (like every other software publisher) tests their products on some variety of computers with some variety of configurations, and they then proclaim (with more or less accuracy), our product is compatible with computers that meet certain specs.  (google "<adobe software name> specs" and you'll see links to adobe web pages they go into some detail about what's been tested and confirmed to work.)

 

adobe doesn't test its products out-of-date os'es so people (like you), with computers that don't meet specs, are acting as beta testers.  when you're a beta tester you want to make sure you can restore your computer to its previous working state because things can go very wrong.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Oct 31, 2020 Oct 31, 2020

Copy link to clipboard

Copied

The software was working OK with the OS when I first installed it, and it was still working OK before I tried to install the acrobat trial. And as long as I didn't update the OS or Photoshop etc it would no doubt have carried on working perfectly OK. And I was quite happy to pay £9.98 per month for what I'd got.

 

Adobe was remiss in not pointing out that the current version of Acrobat pro wouldn't work with my OS when I tried to download it. So you're right in that I'm an unpaid beta tester. And I don't think it is unreasonable to expect software that I'm paying for to work. It would be unreasonable to expect people to trawl the internet just in case the software provider had't mentioned that it didn't work.

 

What is really annoying though is that one of the agants who I let have remote access decided that the best solution would be to delete all Adobe files on my computer. Having done that he tried to download replacements, found that didn't work and just gave up on me. The second agent asked me to reboot the computer and when it restarted he'd given up waiting. The third agent seemed to be taking more care to try and get it working again. At the last count he uploaded all sorts of log files and said he would get back to me within 24-48 hours. I'm still waiting.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Oct 31, 2020 Oct 31, 2020

Copy link to clipboard

Copied

well, you're not alone complaining about adobe support.  otoh, i'm not sure adobe gets any more per user complaints than other software companies, or any other type of company for that matter.  and support personel have (imo) one of the least rewarding jobs on earth.  but that's a different story.

 

bottomline: i think you can install the 2018 versions from here with sierra os, https://prodesigntools.com/adobe-cc-2018-direct-download-links.html and again, if that's what you want, clean your computer of adobe files first, per my first message to you.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Oct 31, 2020 Oct 31, 2020

Copy link to clipboard

Copied

Thanks- tried that without success

Sent from my iPhone

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Oct 31, 2020 Oct 31, 2020

Copy link to clipboard

Copied

what problem did you have when trying to download and/or install 2018 versions?

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Nov 01, 2020 Nov 01, 2020

Copy link to clipboard

Copied

I got this message 

We can’t verify your subscription status.

We can’t reach the Adobe servers. This may be because you’re not connected to the internet. Check your connection and try again below. 
Not very helpful 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Nov 01, 2020 Nov 01, 2020

Copy link to clipboard

Copied

did you use the cleaner linked in my first message (10/28) to you?

 

if yes, confirm that you can connect to the secure adobe servers by reading, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

 

do you see both logos?

 

if you can and still see a connection error, white list the adobe network endpoints, https://helpx.adobe.com/enterprise/kb/network-endpoints.html

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Nov 01, 2020 Nov 01, 2020

Copy link to clipboard

Copied

Thanks - I didn’t, but three different Adobe agents did, but it didn’t help. The last one uploaded some log files and said he would get back to me within 24-48 hours. I’m still waiting. 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Nov 01, 2020 Nov 01, 2020

Copy link to clipboard

Copied

i don't think you should count on adobe agents returning to you.  you should follow the posted suggestions in my previous message.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Nov 01, 2020 Nov 01, 2020

Copy link to clipboard

Copied

LATEST
Thanks. I’m away from my computer for a few days at the moment but I will try your suggestions when I get back

Sent from my iPhone

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Oct 30, 2020 Oct 30, 2020

Copy link to clipboard

Copied

I realize that this doesn't help you now, but I suggest that you make disk images on a regular basis and/or before installing new programs.  This would allow you to restore the disk in case something goes sour.

 

I'm on Windows and do that. I know it can also be done on Mac. I also keep a log of when I update and install applications so that I know which image to restore if necessary.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Nov 01, 2020 Nov 01, 2020

Copy link to clipboard

Copied

The version of Photoshop and Bridge – CC 2019 – that I was using worked perfectly well for my needs, but if I am unable to replace them (as Piyush deleted all the files) I will obviously have to cancel my subscription to the Adobe Photography plan.

 

Any suggestions?

 

Hey John, sorry for your frustration! All of the 2019 standalone installers can be found here:

 

Adobe CC 2019 Direct Download Links: Creative Cloud 2019 Release

 

So long as your system and connection can validate your paid subscription, those installers should work to restore your working 2019 release.

 

(But note that anything older than the most recent two major versions is typically unsupported by Adobe.)

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines