I might be able to help explain this, even though I don't work at Adobe, so I can't speak to what actually goes on within their walls. That being said, I lived under the same roof as a software designer for 25 years and can share a few insights from his experience:
1) Debugging software (especially something as complicated as video editing software with a vastly-customizable interface) is like proofreading a copy of War And Peace that was written in seven different foreign languages. If you've never looked at the insides of a program, take it from someone who has, there are volumes of text that are meant to make sense to a computer, not the human eye.
2) In order to speed up the process of locating the bug, a debugger's first and best tool is customer feedback and crash log information. Unfortunately, customers are generally unreliable when it comes to A: recording repeatable steps B: sending crash data (you know, every time you rage hit "ignore" on that dialog box. We all do it.) C: interacting with support in any kind of constructive capacity.
3) This is the one no one likes to read. You are not Adobe's only (or even biggest) client. My best educated guess is that Adobe's debugging department has a list of all reported issues organized by how many users they affect and possibly how major the problem itself inherently is. Higher-level problems get the priority, and lower-level problems get fixed when they have a moment to catch their breath. I don't know if this at all relates to the definition of "low-level exception" (still waiting on confirmation or denial from my contact), but I wouldn't be surprised.
4) Adobe is not alone in their software containing multiple bugs that only majorly affect a small subset of users (if it majorly affected the majority of users, I guarantee you there would be a mad rush to solve the problem), and it's hardly a new status quo. Look up any company's customer support forum, and you'll see complaints going back as far as the servers will retain. If anything, we're enjoying a new era where we don't have to wait an entire year for the big problems to be fixed. This is the trade-off of subscription services: There are smaller bugs floating around because there's less time to polish the details on the first go, but the game-breakers can be patched in a matter of days.
I'm sure this isn't what you want to hear, but it's how things work. Sometimes a problem takes a while to diagnose, and the best way to solve it is to keep working with support, because even if it's not at the top of the queue, I'm sure it's on the list.
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