Hi, I'm relatively new to the support system and have had good experiences so far with one huge exception. I began experiencing immediate crashes of PS on trying to launch "Print" from the File menu. So I open File, scroll down to Print, click & the software crashes almost immediately. I spoke to support last week and watched as one of your tech folk-rooted about in the system files eventually highlighting an issue with a pointer against a file name and telling me to reinstall windows and contact support again once I'd done so. So I went away, reinstalled windows, came back and then contacted support. This is a transcript of the convo:
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Date: 2020-11-17 18:25:47 +08
To: All Customers
From: Remote Support
A secure, encrypted connection has been established.
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Date: 2020-11-17 18:25:52 +08
To: All Customers
From: Remote Support
The customer permitted this session to be recorded.
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Date: 2020-11-17 18:25:52 +08
To: All Customers
From: Remote Support
Your support representative will be with you shortly. This session may be recorded for quality assurance.
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Date: 2020-11-17 18:26:23 +08
To: Everyone
From: Remote Support
Rakshitha (Adobe) can now have full access to customer's computer.
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Date: 2020-11-17 18:27:01 +08
To: Everyone
From: Remote Support
The elevation attempt succeeded.
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Date: 2020-11-17 18:27:02 +08
To: Everyone
From: Remote Support
Rakshitha (Adobe) has stopped viewing the customer's screen.
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Date: 2020-11-17 18:27:08 +08
To: All Customers
From: Remote Support
A secure, encrypted connection has been established.
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Date: 2020-11-17 18:27:10 +08
To: Everyone
From: Remote Support
Rakshitha (Adobe) can now have full access to customer's computer.
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Date: 2020-11-17 18:28:19 +08
To: Everyone
From: Rakshitha (Adobe)
We are connected.
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Date: 2020-11-17 18:28:33 +08
To: Everyone
From: Rakshitha (Adobe)
Could you please show me what exactly is happening?
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Date: 2020-11-17 18:28:44 +08
To: Everyone
From: Samuel Laycock
sure
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Date: 2020-11-17 18:29:10 +08
To: Everyone
From: Samuel Laycock
See ?
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Date: 2020-11-17 18:29:38 +08
To: Everyone
From: Rakshitha (Adobe)
Yes, I got it.
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Date: 2020-11-17 18:32:23 +08
To: Everyone
From: Samuel Laycock
Can I ask
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Date: 2020-11-17 18:32:47 +08
To: Everyone
From: Samuel Laycock
Please preserve actions fonts brushes
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Date: 2020-11-17 18:32:53 +08
To: Everyone
From: Rakshitha (Adobe)
Sure. I will.
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Date: 2020-11-17 18:32:56 +08
To: Everyone
From: Samuel Laycock
tyu
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Date: 2020-11-17 18:33:01 +08
To: Everyone
From: Samuel Laycock
ty
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Date: 2020-11-17 18:34:06 +08
To: Everyone
From: Remote Support
Rakshitha (Adobe) is performing task: Device Manager
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Date: 2020-11-17 18:40:42 +08
To: Everyone
From: Samuel Laycock
Im gonna make coffee brb 5 min pls
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Date: 2020-11-17 18:41:06 +08
To: Everyone
From: Rakshitha (Adobe)
Sure.
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Date: 2020-11-17 18:47:00 +08
To: Everyone
From: Rakshitha (Adobe)
Please check now.
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Date: 2020-11-17 18:47:46 +08
To: Everyone
From: Samuel Laycock
This a prev vertion ?
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Date: 2020-11-17 18:48:23 +08
To: Everyone
From: Samuel Laycock
It'll print from here
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Date: 2020-11-17 18:48:59 +08
To: Everyone
From: Samuel Laycock
It was crashing @ file-print
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Date: 2020-11-17 18:49:42 +08
To: Everyone
From: Rakshitha (Adobe)
Yes, it is previous version.
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Date: 2020-11-17 18:50:08 +08
To: Everyone
From: Samuel Laycock
This was tried last time and was how I completed my last job
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Date: 2020-11-17 18:50:46 +08
To: Everyone
From: Samuel Laycock
But the new vertion was working
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Date: 2020-11-17 18:51:40 +08
To: Everyone
From: Rakshitha (Adobe)
The Graphic card which you are using is not compatible with latest version of PS.
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Date: 2020-11-17 18:51:57 +08
To: Everyone
From: Rakshitha (Adobe)
Hence, Please check if this version of PS also crasges.
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Date: 2020-11-17 18:52:47 +08
To: Everyone
From: Samuel Laycock
Its not crashed & your past the crash point now when in this part of the print sequence
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Date: 2020-11-17 18:55:02 +08
To: Everyone
From: Samuel Laycock
Its just spat a sheet out, but I think your missing my point perhaps
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Date: 2020-11-17 18:55:25 +08
To: Everyone
From: Samuel Laycock
Thats not crashing
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Date: 2020-11-17 18:57:03 +08
To: Everyone
From: Samuel Laycock
PS updated to 2021, worked fine then began crashing on file-PRINT after a follow up update I think, i was asked to reinstall Win, I did and ...
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Date: 2020-11-17 18:58:24 +08
To: Everyone
From: Samuel Laycock
At no point have I been told my card is to old
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Date: 2020-11-17 18:58:36 +08
To: Everyone
From: Samuel Laycock
Bar now
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Date: 2020-11-17 18:59:16 +08
To: Everyone
From: Samuel Laycock
It still crashes with the card disabled, so surely no ?
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Date: 2020-11-17 18:59:20 +08
To: Everyone
From: Rakshitha (Adobe)
Samuel, The graphic card which is older then 4 years is not compatible with the latets version of Photoshop.
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Date: 2020-11-17 19:00:13 +08
To: Everyone
From: Samuel Laycock
Okay, do I have all my prefs intact ?
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Date: 2020-11-17 19:00:49 +08
To: Everyone
From: Samuel Laycock
No : /
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Date: 2020-11-17 19:02:20 +08
To: Everyone
From: Samuel Laycock
Why was I asked to reinstall win ?#
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Date: 2020-11-17 19:02:43 +08
To: Everyone
From: Rakshitha (Adobe)
Yes, you have all the preferences.
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Date: 2020-11-17 19:03:05 +08
To: Everyone
From: Samuel Laycock
I dont, my brushes, actions etc are gone
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Date: 2020-11-17 19:05:20 +08
To: Everyone
From: Samuel Laycock
Nope Ive lost brushes & my actions
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Date: 2020-11-17 19:06:40 +08
To: Everyone
From: Samuel Laycock
& I cant see my fonts
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Date: 2020-11-17 19:07:26 +08
To: Everyone
From: Rakshitha (Adobe)
Samuel, We didn't delete anything .Hence you won't lose any preferences.
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Date: 2020-11-17 19:07:52 +08
To: Everyone
From: Samuel Laycock
My actions ??
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Date: 2020-11-17 19:09:06 +08
To: Everyone
From: Rakshitha (Adobe)
Are all the brushes present?
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Date: 2020-11-17 19:09:08 +08
To: Everyone
From: Samuel Laycock
Brushes & Actions are gone
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Date: 2020-11-17 19:09:28 +08
To: Everyone
From: Samuel Laycock
& at least one font is missing
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Date: 2020-11-17 19:11:42 +08
To: Everyone
From: Rakshitha (Adobe)
I will help you reimport the fonts.
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Date: 2020-11-17 19:12:10 +08
To: Everyone
From: Samuel Laycock
Fonts seem okay, I may need to refresh adobe
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Date: 2020-11-17 19:12:17 +08
To: Everyone
From: Samuel Laycock
But
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Date: 2020-11-17 19:12:27 +08
To: Everyone
From: Samuel Laycock
Actions... Brushes
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Date: 2020-11-17 19:12:44 +08
To: Everyone
From: Rakshitha (Adobe)
Need not worry.
I will help you reimport them.
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Date: 2020-11-17 19:13:00 +08
To: Everyone
From: Samuel Laycock
Crop presetts
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Date: 2020-11-17 19:13:07 +08
To: Everyone
From: Rakshitha (Adobe)
Could you please confirm did previous agent any preference?
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Date: 2020-11-17 19:13:45 +08
To: Everyone
From: Samuel Laycock
All was working fine after the last agent
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Date: 2020-11-17 19:17:52 +08
To: Everyone
From: Rakshitha (Adobe)
There are no actions.
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Date: 2020-11-17 19:18:46 +08
To: Everyone
From: Samuel Laycock
Please connect me to an agent that knows how to retreve my actions & brushes
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Date: 2020-11-17 19:19:13 +08
To: Everyone
From: Samuel Laycock
Youve deleted on rolling bk
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Date: 2020-11-17 19:19:44 +08
To: Everyone
From: Rakshitha (Adobe)
I have not deleted any actions.
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Date: 2020-11-17 19:19:55 +08
To: Everyone
From: Samuel Laycock
Where are they then 🙂
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Date: 2020-11-17 19:20:31 +08
To: Everyone
From: Samuel Laycock
Im not making this up my friend, actions & brushes & crop presets are GONE
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Date: 2020-11-17 19:21:07 +08
To: Everyone
From: Rakshitha (Adobe)
The settings folder is already reset.
did you reset it?
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Date: 2020-11-17 19:22:02 +08
To: Everyone
From: Samuel Laycock
You have had controll of this PC & all Ive done is type in this box and show you the crash. No of corse not ...
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Date: 2020-11-17 19:23:10 +08
To: Everyone
From: Rakshitha (Adobe)
I didn't reset the settings folder.
The Actions brushes, actions and presets will be in the settings folder.
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Date: 2020-11-17 19:24:25 +08
To: Everyone
From: Samuel Laycock
Well, you have been the only person to change settings on this PC for the last hr or so & theyt were all intact before you rolled back ...
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Date: 2020-11-17 19:26:42 +08
To: Everyone
From: Samuel Laycock
I asked you prior to you making changes to my PC to keepo these settings intact. You assured me you would and they are now gone ...
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Date: 2020-11-17 19:28:32 +08
To: Everyone
From: Samuel Laycock
Days of work to rebuild, this is very bad ...
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Date: 2020-11-17 19:29:22 +08
To: Everyone
From: Samuel Laycock
& I have work I need to complete today, money lost .... What are you going to do.. Find my stuff please ??
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Date: 2020-11-17 19:30:04 +08
To: Everyone
From: Rakshitha (Adobe)
Samuel, Please understand, I didn't reset the preferences.
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Date: 2020-11-17 19:30:28 +08
To: Everyone
From: Samuel Laycock
THEY ARE NOT THERE SO YES SOMTHING YOU DID WIPED MY STUFF
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Date: 2020-11-17 19:30:42 +08
To: Everyone
From: Rakshitha (Adobe)
While uninstalling latest version of Photoshop, I did click on keep preferences.
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Date: 2020-11-17 19:31:14 +08
To: Everyone
From: Rakshitha (Adobe)
I can help you to import the presets back to Photoshop, however the presets are not present in the settinsg folder.
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Date: 2020-11-17 19:31:38 +08
To: Everyone
From: Rakshitha (Adobe)
If you have the back up, please let me know, I will help you import them.
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Date: 2020-11-17 19:31:45 +08
To: Everyone
From: Samuel Laycock
Then your software is buggy, still Im NOT responsable as you seem to be suggesting ...
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Date: 2020-11-17 19:31:58 +08
To: Everyone
From: Samuel Laycock
YOU have had controll not me
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Date: 2020-11-17 19:35:25 +08
To: Everyone
From: Samuel Laycock
I need one of your more experianced agents to call me please
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Date: 2020-11-17 19:39:35 +08
To: Everyone
From: Remote Support
Aruna (Adobe) can now have full access to customer's computer.
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Date: 2020-11-17 19:45:22 +08
To: Everyone
From: Samuel Laycock
Whats going on ??
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Date: 2020-11-17 19:49:23 +08
To: Everyone
From: Samuel Laycock
So you've dropped the chat because you scvrewed up & lost all my work ???
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Date: 2020-11-17 19:52:29 +08
To: Everyone
From: Samuel Laycock
Hellloooo ??
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Date: 2020-11-17 19:56:36 +08
To: Everyone
From: Samuel Laycock
You need to help me and stop ignoring my messages please
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Date: 2020-11-17 19:57:57 +08
To: Everyone
From: Remote Support
Aruna (Adobe) can now have full access to customer's computer.
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Date: 2020-11-17 19:57:57 +08
To: Everyone
From: Samuel Laycock
Whats happening ?
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Date: 2020-11-17 19:59:03 +08
To: Everyone
From: Aruna (Adobe)
We apologize, the remote session got disconnected due to technical issue.
Can I check once now please?
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Date: 2020-11-17 19:59:53 +08
To: Everyone
From: Aruna (Adobe)
May I know when was the last time you were able to see all the actions and brushes?
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Date: 2020-11-17 20:00:15 +08
To: Everyone
From: Samuel Laycock
Just prior to your agent taking control
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Date: 2020-11-17 20:00:45 +08
To: Everyone
From: Aruna (Adobe)
Thank you!
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Date: 2020-11-17 20:08:14 +08
To: Everyone
From: Aruna (Adobe)
Please check if you are able to see the actions and brushes now
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Date: 2020-11-17 20:08:32 +08
To: All Customers
From: Remote Support
Aruna (Adobe) sent a [nudge].
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Date: 2020-11-17 20:11:09 +08
To: Everyone
From: Samuel Laycock
Okay
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Date: 2020-11-17 20:12:07 +08
To: Everyone
From: Samuel Laycock
I have my settings back, apart from the crops but i can live with that. But the bug is still here. Could it be the print drivers ?
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Date: 2020-11-17 20:13:10 +08
To: Everyone
From: Aruna (Adobe)
Yes, that could be the issue, I would request you to install the latest version and check, Can I install it now? You will not lose any data
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Date: 2020-11-17 20:13:45 +08
To: Everyone
From: Samuel Laycock
Can you please just save my actions & brushges to the deskrtop please
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Date: 2020-11-17 20:14:18 +08
To: Everyone
From: Aruna (Adobe)
No, they cannot be saved on desktop, they are save internally in the Photoshop folder
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Date: 2020-11-17 20:14:29 +08
To: Everyone
From: Aruna (Adobe)
We will install the lateset version and check
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Date: 2020-11-17 20:14:52 +08
To: Everyone
From: Samuel Laycock
Okay can I just show you again the original issue pls ?
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Date: 2020-11-17 20:15:40 +08
To: Everyone
From: Samuel Laycock
Or you can replicate, just click file then click print
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Date: 2020-11-17 20:16:13 +08
To: Everyone
From: Aruna (Adobe)
Yes, please you can show me the original issue
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Date: 2020-11-17 20:16:29 +08
To: Everyone
From: Samuel Laycock
Can you see the cursor ?
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Date: 2020-11-17 20:16:42 +08
To: Everyone
From: Aruna (Adobe)
Yes
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Date: 2020-11-17 20:16:47 +08
To: Everyone
From: Samuel Laycock
Please watch
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Date: 2020-11-17 20:16:53 +08
To: Everyone
From: Aruna (Adobe)
Sure
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Date: 2020-11-17 20:17:09 +08
To: Everyone
From: Samuel Laycock
See ?
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Date: 2020-11-17 20:17:27 +08
To: Everyone
From: Samuel Laycock
Not sure that can be drivers ?
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Date: 2020-11-17 20:17:37 +08
To: Everyone
From: Aruna (Adobe)
Yes, got it, we can install the latest version and troubleshoot
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Date: 2020-11-17 20:17:48 +08
To: Everyone
From: Samuel Laycock
Because im not opening the canon or epson dialouge
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Date: 2020-11-17 20:17:54 +08
To: Everyone
From: Samuel Laycock
Ok ty
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Date: 2020-11-17 20:18:21 +08
To: Everyone
From: Aruna (Adobe)
Yes! Thank you!
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Date: 2020-11-17 20:30:01 +08
To: Everyone
From: Aruna (Adobe)
We request you to update Graphic card from the manufacturer's website and also check if there is any issue with printer drivers
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Date: 2020-11-17 20:30:22 +08
To: Everyone
From: Samuel Laycock
Its updated
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Date: 2020-11-17 20:30:55 +08
To: Everyone
From: Samuel Laycock
Printer drivers I dont know where to begin I'm affraid
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Date: 2020-11-17 20:31:44 +08
To: Everyone
From: Aruna (Adobe)
The printer support can assist you to check and we can keep this case open and you can contact us back if you need further assistance from Adobe
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Date: 2020-11-17 20:32:36 +08
To: Everyone
From: Samuel Laycock
So your telling me its an issue with my printer drivers c?
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Date: 2020-11-17 20:33:55 +08
To: Everyone
From: Aruna (Adobe)
Yes, that could also be an issue as everything else is working fine and Graphic card is also updated which could cause the issues
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Date: 2020-11-17 20:34:29 +08
To: Everyone
From: Samuel Laycock
Okaywell I dont see my Canon printer in that list so poss a prob
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Date: 2020-11-17 20:34:43 +08
To: Everyone
From: Samuel Laycock
I'll try troubleshoot
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Date: 2020-11-17 20:34:59 +08
To: Everyone
From: Samuel Laycock
Please send a copy of this convo to my email
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Date: 2020-11-17 20:35:07 +08
To: Everyone
From: Aruna (Adobe)
Sure! You will get an option to save after we end this session
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Date: 2020-11-17 20:35:11 +08
To: Everyone
From: Aruna (Adobe)
Thank you!
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Date: 2020-11-17 20:35:26 +08
To: Everyone
From: Samuel Laycock
Thank you too
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Date: 2020-11-17 20:35:50 +08
To: Everyone
From: Aruna (Adobe)
Thank you! have a nice day! You can now click on stop sharing!
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Date: 2020-11-17 20:35:56 +08
To: Everyone
From: Remote Support
Rakshitha (Adobe) has stopped viewing the customer's screen.
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Date: 2020-11-17 20:35:57 +08
To: Everyone
From: Remote Support
Aruna (Adobe) has stopped viewing the customer's screen.
I then check here and see that its an "Issue" with the latest release... So can you please tell me WHY your tech support lost all my settings, and secondly and more importantly why oh why are your tech guys or galls not told to inform your customers of any release bugs? I wasted 3 whole days trying to fix the unfixable. Your tech support obviously hadn't read the history of the report and plainly diddnt have the skills needed to troubleshoot effectively. Luckily a 2nd tech fixed the brushes & actions but it wasn't nice or right to insinuate that I had somehow removed them and it was my fault... On a side note, I had called your Cus Service and spoke with a 3rd tech called Abhishek in desperation while I was left hanging for 30 mins while Tech num 1 (Rakshitha) dropped from the support link. He promised a call back an hr later to check I'd got everything fixed. He diddnt fulfil that promise and again I'm let down by your support staff...
An update. I've reinstalled the drivers and spoken with Canon & Epson support. They assure me the drivers are fine and installed correctly. File-Print works fine in previous releases, ie 2020.
1 Correct answer
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