Having all kinds of trouble with your site

Report · May 31, 2017

I've been trying to ask a question from the Support folks and am unable to do so. I enter the question and fill out all the blanks, then it tells me to sign in to post. I'm already signed in, but OK, I'll sign in again. It then shows me a window with links to support questions and shows that I'm signed in, but when I go back to post the question, it's back to "sign in to post" and around the circle we go again. I called tech support, got one of the "Vee arrre helping you vit' yourrrr prrrroblem please?" folks. Spent an hour struggling to understand him and him struggling to understand me. No joy. He saw on my screen what I was doing. His solution was to have me start trying to enter the question in Creative Cloud, which he said was signing me up to a subscription service, which I don't want.

Also, when I go through the process above, it shows me that "Chat is currently closed". The tech support guy insisted that I should take my original question to chat, since he couldn't answer it, but since it's never open, I suppose he's telling me in a nice way to go away and leave him alone.

Besides that, I keep running into dead links on your site. I've spent the whole afternoon hassling with this and accomplished exactly zero, except that the tech support guy had me uninstall the version of PS Elements 15 I had and download and install another one.

Still don't have my original question answered, either. A wasted afternoon.

Report · Jun 01, 2017

Not sure if they answer any questions

Report · Jun 02, 2017

We don't know what was his original question. And I at least am unable to answer a question that hasn't been formulated.

Report · Jun 03, 2017

My apologies. I'd pretty much given up on getting an answer.

The original question I'd had was that the catalog in PS Elements 15 had gotten messed up, so I uninstalled and re-installed the software. When I re-installed it, a dialogue box popped up that said that Adobe likes to upload all your usage of the software to its servers to create "a more personalized experience" and so on, and that if you wanted to opt out of that "sharing", then "click here". I clicked and the software hung, with the little wheel going 'round and 'round. Then it told me the software had stopped responding and did I want the window to close. I chose "yes". The window went away and Organizer closed.

I tried to find where you access that setting so I could try again. I looked in Edit > Preferences. Nothing. Looked through the user manual. Nada. Searched the forums on here. No joy, although I did find a couple of vaguely relevant questions posed about three years ago and never answered. Searched the web. Nothing even close. So I called tech support, as I said. He was worse than useless. He had no clue how to find the answer to my question, went away, came back, still didn't know, went away, came back, and told me he wanted administrator access to my computer (which I wouldn't allow -- "What, are you crazy!?! -- of course not! -- just tell me what to do and I'll do it while you watch"). Then he had me download Elements again from an Adobe server to replace the one I had installed from a DVD.

He never answered my original question. He never answered the questions about why accessing the part of this site that claims you give "feedback" to staff was completely impossible. He never explained why when I tried to access the chat feature it said "Chat is closed", although he claimed it was "open" on his computer. He just tried to "up-sell" me to Creative Cloud, without explaining that he was signing me up to a subscription service in the process. He didn't tell me that was what he was doing until I asked about four times what "Creative Cloud" is.

So I wasted most of an afternoon, accomplished nothing at all, and learned that apparently Adobe doesn't offer any kind of tech support at all. They just make it so annoying and useless that you'll go away and leave them alone. I'd have thought that they would at least offer some real tech support for a fee, but I don't see that anywhere, just the useless tech support guys in India or Pakistan, or where ever it is.

Report · Jun 03, 2017

So, Whatahassle!, this is a different question from your previous one:

What do you do if nobody answers?

If I try to extract the relevant questions from the flood of rants you are expressing, I think you have two issues:

first:

The original question I'd had was that the catalog in PS Elements 15 had gotten messed up,

That's something we can discuss in this user to user forum, provided we get more information.

then:

so I uninstalled and re-installed the software. When I re-installed it, a dialogue box popped up that said that Adobe likes to upload all your usage of the software to its servers to create "a more personalized experience" and so on, and that if you wanted to opt out of that "sharing", then "click here". I clicked and the software hung, with the little wheel going 'round and 'round. Then it told me the software had stopped responding and did I want the window to close. I chose "yes". The window went away and Organizer closed.

That would mean that your choice not to allow recording your usage software was followed by a crash of the organizer and the impossibility to change the privacy option.

I don't know if the crash of your Elements is purely accidental. Whether it is or not, other users can't give you an explanation. That does not happen for other users. I suspect the staff of the help file can't help you better. You don't say if you were able to reopen the organizer after the crash. If it was the case, the solution the help file you were given was logical.

However, if you concentrated on correcting the 'privacy' problem even if the organizer worked afterwards, uninstalling and reinstalling was not the solution.

To change that privacy setting, go to your own Adobe account, select the 'security and privacy' tab and uncheck the relevant option.

Now, as just another user like you, I'd like you to tell us if you were able to work again with Elements or not.

Then, once you are satisfied with your privacy settings, I would suggest to start a new post about your new organizer problem.

Report · Jun 04, 2017

Thank you for your response. Sorry about the rant, but I spent hours on

this over a period of days and could find no information on any of it,

while various elements of the web site just flat didn't or don't work. For

example, in addition to the other problems I described, while trying to

follow up on responses to my earlier post it showed me only one, but told

me there were two more, and that the discussion had "branched". When I

clicked the link to follow it, I got a notice in red lettering that I was

"not authorized to view that link". No way to find out what that was all

about nor to see the other comments, neither explanation nor solution. It's

like listening to one side of a phone call.

I uninstalled and reinstalled Elements not because of the privacy problem,

but to try to correct the catalog errors. I thought deleting Elements

would delete the catalog and create a new one from scratch, but it turned

out the uninstall routine doesn't delete the catalog. It just restored the

messed up catalog. I finally found the directory where that was and

deleted that. Elements then built me a new catalog, which, knock wood,

seems to be all right now.

I didn't realize there was a separate user manual for the Organizer, which

I just now found. Maybe a little RTFM will help.

Thanks for your comments.

On Sat, Jun 3, 2017 at 2:41 PM, MichelBParis <forums_noreply@adobe.com>