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gnurotic
Inspiring
June 26, 2016
Question

how to reopen closed case

  • June 26, 2016
  • 1 reply
  • 1390 views

I had a support case in March (0218087198) which was closed.  I spent a whole afternoon on the phone with a support tech trying to figure out why the Creative Cloud app, and more specifically how it functioned for updating CS6 apps, was hanging on my Mac.  The tech took remote control of my system and eventually got it working, but it took hours and I have no idea what he did.

Now, when I tried to update Lightroom it happened again.  I've been seeking help in that forum, but not of the suggestions have helped.

In my CC app I am signed in under an old Adobe ID I don't use any more, but the link to sign out is disabled. When I go to Manage Account (how I got here), I am asked for the password to the Adobe ID I currently use, not the one it says I am signed in under in the CC app.  Maybe this is causing some kind of conflict -- I don't know, but there is no apparent way to get out of this.

At this point I think the best option would be to reopen the case from March, as it may be that the same problem is repeating itself.  How can I get this case reopened, or at least be able to review the case notes to see what the tech did in March to fix this?

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    1 reply

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    June 26, 2016

    This is an open forum, not Adobe support... click below to contact Adobe staff to help

    While the forums are open 24/7 you may not contact Adobe support at all times

    Chat help: Mon - Fri  5am - 7pm  (US Pacific Time) <=== NOTE DAYS AND TIME

    Be sure to remain signed in with your Adobe ID before accessing the link below

    Creative Cloud support (all Creative Cloud customer service issues)

    http://helpx.adobe.com/x-productkb/global/service-ccm.html

    G
    gnuroticAuthor
    Inspiring
    June 26, 2016

    With all due respect, Mr. Smith, do you really think I have not been to to that page before, searched for anything which might be relevant to my problem, and come up with nothing of help at all?  Furthermore, when you go through the "help" items and come up with nothing helpful there is a "Still need help, Contact Us" option, which does NOT give any means to contact anyone at Adobe and which, in fact, just takes one back to where one started -- the "Need Help - Start Here to get help" page.

    I am on this forum out of desperation, because there is nothing in Adobe's online help resources which is of any help with the problem I am (and have also this past March) experiencing/experienced.  If a user is having a problem which is not addressed by any of the canned responses Adobe provides online there simply is no way to get any help from them.  I only got help last March because an Adobe support person saw my post about that problem, took pity on me, and contacted me by telephone.

    ......Karma bides its time......
      Bani Verma
      Community Manager
      Bani VermaCommunity Manager
      Community Manager
      June 27, 2016

      Hi Gnurotic,

      Apologies for the inconvenience caused, i have marked a personal message to you kindly check and respond.

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