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Customer Support solved 4 day issue with Choppy playback!

Community Beginner ,
Aug 05, 2020

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I gotta give a shout out to Dushyant for his excellent customer service and Naveen Danda for solving this issue with the playback on Adobe Premiere Pro.

I was having an issue with a choppy playback. I watched heaps of youtube videos that suggested to render the project, create proxies, delete cache, uninstall and reinstall the app, and more... but nothing was working. After seeing 3 separate support experts at Adobe, Naveen solved it in less than an hour! He/she changed some of the settings and also changed memory settings from "performance" to "memory". Which funny enough, all the youtube videos suggested I keep it set to performance to improve a choppy playback. Despite being stood up twice with the callback timeframe, and having to spend a day at home, I am happy that this issue was resolved.

 

- Much appreciation from New Zealand!

TOPICS
Freeze or hang, Performance, User interface or workspaces

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Customer Support solved 4 day issue with Choppy playback!

Community Beginner ,
Aug 05, 2020

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I gotta give a shout out to Dushyant for his excellent customer service and Naveen Danda for solving this issue with the playback on Adobe Premiere Pro.

I was having an issue with a choppy playback. I watched heaps of youtube videos that suggested to render the project, create proxies, delete cache, uninstall and reinstall the app, and more... but nothing was working. After seeing 3 separate support experts at Adobe, Naveen solved it in less than an hour! He/she changed some of the settings and also changed memory settings from "performance" to "memory". Which funny enough, all the youtube videos suggested I keep it set to performance to improve a choppy playback. Despite being stood up twice with the callback timeframe, and having to spend a day at home, I am happy that this issue was resolved.

 

- Much appreciation from New Zealand!

TOPICS
Freeze or hang, Performance, User interface or workspaces

Views

128

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Aug 05, 2020 4
Adobe Community Professional ,
Aug 05, 2020

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Hey, it's absolutely delightful when someone has good news to report on Adobe's help system. So thanks for posting!

 

And glad you're working again ...

 

Neil

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Aug 05, 2020 1
Community Beginner ,
Aug 07, 2020

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Thanks Neil,

 

I wanted to express my appreciation for the hard workers at Adobe. I understand that some of the staff are on lockdown in their country and working remotely in isolation. 

They are doing a great job given the circumstances of the pandemic.

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Aug 07, 2020 0
Adobe Community Professional ,
Aug 05, 2020

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 I'm with Neil, it's great when someone has good news like this and tells us.   This is very complicated software that people have to make work with an incredible variety of hardware...

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Aug 05, 2020 1
Community Beginner ,
Aug 07, 2020

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Thank you Mgrenadier,

 

While it took a few goes to get it right, having kind team members is what made the issue less stressful. Dushyant understood my frustration and was able to empathize with me as a customer. 

 

Exceptional customer service experience! Definitely the standard I was expecting from the Adobe Company. I hope they recognize the difference their team members make for their company.

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Aug 07, 2020 0
Adobe Employee ,
Aug 06, 2020

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Thanks for the report, Dani. I'm glad you're back up and running.

Kevin

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Aug 06, 2020 1
Community Beginner ,
Aug 07, 2020

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Hi Kevin,

I am happy to report that the app is operating as usual again, and I am back in action doing the things I love as a creative.

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Aug 07, 2020 0