Problem Reporting Process

[pjglad]

How do you report Photoshop problems/issues to Adobe? Is it a closed loop PMS?

[davescm · Accepted solution]

You can :

a. Use this forum to get help from fellow Photoshop users.

b. Raise bug reports/feature requests at the link below , where they will be seen by Adobe staff. However, whilst sometimes they may request more info, they do not always feedback on prgress with issues
https://feedback.photoshop.com/photoshop_family
c. Complete the in app crash reports if you encounter a crash. Adobe developers do see them but do not respond individually

d. Contact Adobe support directly (the only way to resolve account or billing issues)

Dave

[Kevin Stohlmeyer]

You can report issues here in the user forum or if you want to send it as a bug report you can file that here:

https://feedback.photoshop.com/ 

[pjglad]

Thanks for responding. So net net, Adobe does not have a closed loop PMS. I have tried all of your suggestions and net gain = zero. 

[JJMack]

Photoshop is thirty years old early onset PMS she is ageing running hot and cold. She needs to be treated better.

[pjglad]

FYI, PMS = Problem Management System.

[JJMack]

Adobe I'm sure has an internal private Problem Management System but the old girl Photoshop is going through PMS.

[Kevin Stohlmeyer]

are you expecting a personal response to your issue? Have you tried posting it here for a resolution?

[pjglad]

No, I am not expecting a personal response. My expectation is a resolution. This issue has been reported several times by myself and others. My Point - Adobe does not have a closed loop Problem Management System. Posting on forums and HOPING someone from Adobe reads it and HOPING someone from Adobe takes action is not a repeatable/quality process. BTW, this is a summer intern resolution issue. So, one more time - the issue

[Conrad_C]

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pjglad wrote:

Adobe does not have a closed loop Problem Management System. Posting on forums and HOPING someone from Adobe reads it and HOPING someone from Adobe takes action is not a repeatable/quality process.

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Actually, yes, there is a closed loop aspect to their system. Here is how you can observe it. Go to any of the recent release notes for Photoshop, specifically, the Fixed Issues in Photoshop page that is updated for every Photoshop release. If you look at the bullet list of fixes, most or all of them are typically live links. If you click any of the links, you will find yourself…at the Feedback site where we have recommended that you report issues. The link goes to the specific user problem report that was submitted. In addition, someone (marked on the page as Adobe staff) usually updates the problem report itself, referring to the exact Photoshop version number that contains the fix. They go to the trouble of not only listing fixes, but looping them all the way back to the user problem report for reference to close them out.

Now, the list is not long, so we can probably assume that there are other bug fixes and changes not listed. But this is still much more of a closed loop system than all those other developers who just write the four words “Bug fixes and enhancements” in their release notes.

The other thing about the Feedback site is that it shows public views/likes/follows for a particular problem report, to help prioritize which problems to address more quickly. And if you look at the list of issues on the Feedback site, some are marked with a status — by Adobe staff — as “Acknowledged” or “Solved” for example.

Not all Adobe product teams go to the same effort, so other Adobe software release notes may not have the same closed loop or might have thinner release notes.

That comes into play here, because one twist about your specific problem is that it is not a Photoshop issue. If you are having trouble with the Creative Cloud icon, the Photoshop team does not control that. It’s a problem with the Creative Cloud desktop app, a separate application managed by a different team. For that, you want to try reporting it at the Creative Cloud Desktop feedback site.