Absolutely Disgusted at the Complete Lack of Support Provided by Adobe

[AGS1978]

I don't often come on forums to moan. But the lack of support provided by Adobe is an absolute joke, considering the amount we pay in subscription fees every month. There is far too much reliance on forums and not enough actual real support. 

I don't have time for this kind of lazy shadow work, when we have an issue with the product, we should be able to reach out for assistance and actually get answers - not be directed a forum, placed on hold for hours on end, or get passed around on an ineffective chat system.

Disgusted.

Alex

[Bani Verma]

Hi Alex, 

Thank you for sharing your feedback and I apologize your support interaction was not per the Adobe experience we aim to deliver. 

Could you please share the case number of your interaction so that I can share your feedback with the relevant team who will take the necessary actions to improve our internal process/training, as well as coach the Agent with whom you interacted.

With the help of the case number, I can also review the issue you are facing and try and provide you a solution here. 

We hope any future interactions meet the Adobe support experience we strive to deliver.

[AGS1978]

Hi Bani,

Thanks for coming back to me on this. I haven't actually managed to get through to anybody to log a ticket yet, and my experience of the forums over the last few years is that they yield few results.

We have an urgent problem with InDesign/InCopy. We are not able to check out any assignments/InCopy files; we keep getting an error message:

No matter what we do, we can't open the files, either at the designer side with InDesign or at the writer side with InCopy. This is impacting a number of projects and deadlines, which is why it would be useful to get some help quickly. Hanging around on hold and eventually being asked to leave a message at the beep when there is no beep, doesn't help.

Thanks again for reaching out.

Alex

[Bani Verma]

Thank you for sharing the details Alex,

I have moved the thread to the correct community, experts here will be able to help you better.

[Eugene Tyson]

I wonder if it's because it's 2.2 Why .... icml

Can you change it so it's not 2.2 and something like 2_2

[Randy Hagan]

@Eugene - Good Catch. You start adding periods in the middle of filename prefixes and you're going to have real problems on any windows system/network. Even if you're connecting to it with a Mac.

The "lettered" drive was an immediate tipoff. Wonder how many files they're dealing with which have this issue?

Randy

[BobLevine]

How are you storing these files? On a server? Cloud service?

[Derek Cross]

Which version of InDesign and OS?

How much RAM and spare disk capacity?

Have you tried resetting your InDesign preferences?

Have you created a document and now you are unable to open it, if so, is it just this one document or all your InDesign documents?

[Joyfulroots]

I agree. I haven't been able to get InDesign to work since the last update and have spent countless hours trying to fix it. It's absurd to pay this much money and have no support. I can't even figure out how to contact them. 😕

[Derek Cross]

If you'd like some assistance in resolving your InDesign issue it would help us if you stated your  InDesign version , OS and details of your problem.

[Joyfulroots]

Hi thanks. It was the lastest version of InDesign, Mac OSx 10.13.6, and I could not load any files without the program getting hung up on the spin. I reverted to 15.1.1 and now it is working again. It must be an issue with the newest updates.

[Eugene Tyson]

Are you sure you're on the latest version of the Mac?

Maybe that's the problem. It shouldn't be causing such issues - but I don't work on a Mac so not really sure why you are getting these issues, I could only recommend that perhaps it might be an OS compatibility thing???

macOS	Latest version
macOS Catalina	10.15.6
macOS Mojave	10.14.6
macOS High Sierra	10.13.6
macOS Sierra	10.12.6

[Chad Chelius]

The "G" drive is a dead giveaway that the OP is on a Windows machine. It would be great if the disgusted OP would reply with answers to some of our questions though.