Chat Support Ends Before Connecting to Live Agent

[gaylem24939371]

I am having a very serious issue with InDesign, and I'm trying to reach tech support. I go to the chat option as my problem is very, very complicated.  I jump through all the hoops to get past the robot, and then I wait, and I wait for an agent to come online. Then the robot ENDS the conversation BEFORE an agent ever joins the chat. So I give them a one out of five star feedback, and then I have to start all over again, and it's later, rinse, repeat. No live agent EVER comes online, and the robot ends the chat. 

I get it. Adobe doesn't care! However, this issue is a very big deal to me, becuasue until this issue is fixed I am out of business.

Again my problem is COMPLICTED. It requires a one-on-one session to fix. Reading an artile will not fix it. So what is going on with the chat?

Thank you for your rime. 

Gayle M

What is going on here.My issue is COMPLICATED. Reading an article WILL NOT fix this issue. I need help from a LIVE tech support person. I get it. NO ONE wants to help me.  Am I NO LONGER a valued customer????

<Title renamed by MOD>

[Jeffrey_Smith]

Have you considered posting your issue here on the user forum?

[Abhishek Rao]

Hi @gaylem24939371,

I'm really sorry to hear about the frustrating experience you're having with chat support, and I completely understand how important it is to get this resolved quickly. I want to help you get back on track as soon as possible.

Could you please share more details about the specific issue you're facing in InDesign? Also, if you could let me know the version of InDesign you're using and your operating system, that would be really helpful in finding a solution.

I appreciate your patience, and I'm here to assist you!

Best,  
Abhishek Rao

[gaylem24939371]

Thank you so much for your response. I'm creating a print book cover, but the template the book printer provided is NOT compatible with InDesign, so I'm having to wing it. The template includes the total outer measurements so I'm able to create an InDesign document that's the same size. It also gives me the spine with, so I set up the document as one page, two columns, and use the spine width as the gutter. That part works perfectly.

The problem is not knowing where the inside margins are. The template has a thick outer line indicating where the bleeds are, as well as what parts of the template you can place text or images, as well as where you can't. This is where I am left flying blind.

If I could set up my document with the crop marks that I could see on the document itself as I am working it would make a HUGE difference, but I can only see the crop marks when I export the file, and by then it's too late. I must know where to place my margins.

I have no idea why any book printer would even have a print book cover template that isn't compatible with Adobe InDesign. This makes no sense to me at all.

Thank you again,

Gayle

[Abhishek Rao]

Hi @gaylem24939371,

Thank you for sharing more details, and I completely understand how challenging this situation must be. I’m really sorry you’re having to deal with a template that isn’t compatible with InDesign-it’s definitely frustrating when things don’t align as expected.

Could you let me know which version of InDesign you're using and the details of your operating system? If possible, could you also share a screen recording of your workflow so I can better understand the setup and help guide you through this?

In the meantime, a potential solution is to create custom guides in InDesign to manually match the crop marks and margins. You can go to 'Layout > Create Guides' and set up the guide lines based on the dimensions provided in the template. This way, you’ll have visual markers while working on the document.

Let me know if this helps, and feel free to share more details if needed-I'm here to assist you!

Leaving the discussion open for more insights by our esteemed community experts. 

Best,  
Abhishek Rao

[gaylem24939371]

My Operating System is OS Sanoma 14.6.1. I'm using InDesign for Mac 19.5. 

[rob day]

the template the book printer provided is NOT compatible with InDesign,

Hi @gaylem24939371 , What is the file format of the template? Can you share it? Most common file formats can be attached to a reply.

[gaylem24939371]

Hi Rob:  Thanks for getting back with me. The templete is a PDF file. 

[rob day]

Can you attach the PDF to a reply?

[leo.r]

If I could set up my document with the crop marks that I could see on the document itself as I am working it would make a HUGE difference, but I can only see the crop marks when I export the file
By @gaylem24939371

Just in case: InDesign comes with a script that allows you to create crop marks in the document:

[Scott Falkner]

What format is the supplied template in? Can you place the template in InDesign and use the guides there to position your text and art?

Likely the inner margins are just guidelines. You can position text and art anywhere withing hte trim area that you like, just be aware that due to inaccuracies in the print/trim/binding process things may not apear exactly where you want (that is, after all, the purpose of bleed).