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general question on Adobe support options

Advisor ,
Jan 15, 2017

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Apologies for posting here, but I'm hoping someone will be able to advise me on a broader issue: I have a serious Acrobat question to do with certificates, and have posted to the relevant Acrobat forum. No response, and as far as I can see this is the only route to support! 'chat' is apparently "not available for my product" … The forum has always been a more than adequate support mechanism for FrameMaker – perhaps we just have more expert experts in our community ;-}

Advice welcome.

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general question on Adobe support options

Advisor ,
Jan 15, 2017

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Apologies for posting here, but I'm hoping someone will be able to advise me on a broader issue: I have a serious Acrobat question to do with certificates, and have posted to the relevant Acrobat forum. No response, and as far as I can see this is the only route to support! 'chat' is apparently "not available for my product" … The forum has always been a more than adequate support mechanism for FrameMaker – perhaps we just have more expert experts in our community ;-}

Advice welcome.

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Jan 15, 2017 0
Adobe Community Professional ,
Jan 16, 2017

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What's the thread URL? The Acrobat forums (and there many of them) are chaotic compared to the calm of this one—and the rate of questions posted will quickly bury an unanswered question. I'm an ACI on Acrobat but rarely use certificates beyond teaching the concepts, so I'm probably not the one to address this question, but I'll draw it to the attention of a few friends who are more likely to have the answer.

As for other options, it looks like there is a paid option (premium) for chat support on Acrobat DC troubleshooting.

What are my contact options?

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Jan 16, 2017 0
Advisor ,
Jan 16, 2017

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Thanks, Barb – you're right about the other forums! I almost never risk posting in the Illustrator forum, because of the rate of activity; but I'd hoped that with a specific forum for Security and Digital Signatures I might get a competent answer fairly soon.  The forum URL is Security & Digital Signatures, and the post ID is certificate chain recognised but not trusted

Thanks in advance for anything/anyone you manage to come up with.

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Jan 16, 2017 1
Adobe Employee ,
Jan 16, 2017

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Hi,

actually, there is chat support available. Here's the deep link:

https://helpx.adobe.com/contact.html?step=APRO-APAP-APCC-ACRO-CPDF-ECHP-acrobat_how-tos-troubleshoot...

You can get to there also from here following these steps:

  1. Go to Contact Customer Care.
  2. Select Product "Adobe Acrobat".
  3. Select "How-to's and troubleshooting".
  4. Select "Is your issue related to ... Troubleshoot".
  5. Click the big blue "Still need help? Contact us." button.
  6. Under "Contact Options", select "Chat".

Kind regards,

Stefan

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Jan 16, 2017 1
Advisor ,
Jan 16, 2017

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Thanks for the hint, Stefan; I'll try again, and report back.

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Jan 16, 2017 0
Advisor ,
Jan 17, 2017

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alas …

noPhone.png

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Jan 17, 2017 0
Adobe Employee ,
Jan 28, 2017

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Sorry, I only noticed your Reply now.

That's strange. When I do the same (logging in with my private account), I get this:

When I select phone, I get this:

So, the phone number is +1-800-833-6687, available Monday to Friday from 5 am to 7 pm Pacific Time.

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Jan 28, 2017 0
Advisor ,
Jan 29, 2017

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You think it might make a difference that I'm not in the US?

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Jan 29, 2017 0