Re: Getting no where with support

SG... · ‎Dec 15, 2017

Hi, We are working thru it, but firewall appears to be the issue. thx, steve

SG... · ‎Dec 14, 2017

Hi Kim, Ps is showing you have 29 GB available, not 2.9. Were you able to reinstall the Creative Cloud desktop app? If not that might explain the Typekit issue. I sent off you log for further mining and haven't heard back yet. Have you try disconnecting the external monitors and launching? I'm curious about you video card driver version too. Can you go to Help> System Info... and paste the text into a reply? thx, steve

SG... · ‎Dec 14, 2017

Hi, Can you try updating your video card driver? Go to Nvidia's site: Drivers | GeForce regards, steve

SG... · ‎Dec 13, 2017

Hi, Don't post it here. I'm not sure what all is in there but no need for it here. Send it to my email. 😉 thx, steve

SG... · ‎Dec 13, 2017

Hi, Can you run the log collection tool (Log Collector Tool )and send the results my way (I'll give you my email in the DM thread) thx, steve

SG... · ‎Dec 13, 2017

Let me ping you directly. steve

SG... · ‎Dec 13, 2017

Hi, No that will just remove the Creative Cloud desktop app. This app; you'll need to install it again.

SG... · ‎Dec 13, 2017

Hi Kim, You can try this link and uninstall the Creative Cloud app: Uninstall the Adobe Creative Cloud desktop application It also has a link for downloading the app to reinstall. Are you seeing the same thing happen with Ai or Id? By 'moving settings' I meant to check if you have cleared the prefs. from loading. Moving them to the desktop allows you the chance to replace them if nothing changes. regards, steve

SG... · ‎Dec 13, 2017

Hi Kim, Did you try moving your settings to the desktop? And/Or can you try launching with Shift held down? After waiting ~10 sec., click on the Ps icon in the task bar to bring it forward (new Win10 behavior launches .exe in background when Shift is down). Then click Yes on the 'Skip loading 3rd party plug-ins?' message. Does this bring up the Start workspace? Do you why tech support is trying to edit your hosts file? regards, steve

SG... · ‎Dec 13, 2017

Hi, We need more info. 😉 Tips for effective posting Title: Clearly describe the main problem in the title, but be brief. For example, "Photoshop Elements crashes on launch since updating to version 13" or "Output doesn’t look correct when sending PDF to Fiery RIP." (Titles such and “Help” or “Urgent” aren’t descriptive enough.) Message body: Include details, such as: Adobe software title and version (e.g., Premiere Pro CC 2014 v. 8.2) Operating system (e.g., Windows 8.1 or Mac OS 10.8.6) Relevant hardware (e.g., 4GB RAM or video card/driver version) Third-party software in use What you did, what steps you took, what happened at what moment, and what you did to try to resolve it Any screenshots that provide important information to the user who is helping you

SG... · ‎Dec 13, 2017

Hi Greg, Since my efforts didn't pan out, I'm trying to escalate your case. regards, steve

SG... · ‎Dec 12, 2017

Hi Doug, Further questions can be asked in this forum if needed: Adobe Camera Raw regards, steve

SG... · ‎Dec 07, 2017

Hi, Thx, that is indeed the latest. The person I had in mind to help you out is not available this week. I'm going to send you a DM to continue the discussion for now, if that's ok? regards, steve

SG... · ‎Dec 06, 2017

Hi, I'm seeing if I can get someone to help you out. What version of the Creative Desktop application do you have running? Release notes for the Adobe Creative Cloud desktop app regards, steve

SG... · ‎Dec 01, 2017

Hi, I put an ATI Radeon HD 5870 in my MacPro (Early 2009) and the resizing issue does not exhibit. regards, steve

SG... · ‎Dec 01, 2017

Hi, I upgraded the OS to 10.12.6 and it still exhibits the problem. The cross app behavior for these panels is expected; they all use the same updated code. On the video card front, I think there was only one aftermarket card that worked in that model, the ATI Radeon HD 5870. About graphics-card compatibility between Mac Pro models - Apple Support

SG... · ‎Dec 01, 2017

Hi, Do you have access to a newer card that you can try? And when you say you updated the driver for your video card, do you mean you updated your OS? The underlying code that those panels use has been updated in Ps CC 2018. If you resize the panel bigger to the size you want, then quit and relaunch Ps, it should draw the panel contents as expected. There is something about the dynamic resizing of the panel to make it bigger that is breaking with this machine setup (involving the GT 120). regards, steve

SG... · ‎Dec 01, 2017

Hi, Can you go to Help> System Info... and copy/paste the results in a reply? If you quit Ps, disconnect the second monitor, then relaunch Ps does anything change? regards, steve

SG... · ‎Nov 29, 2017

Hi, Are you using a single monitor for that Mac Pro? The panel drawing is likely doing that due to the video card, however, I don't know if any aftermarket upgrades are still available for replacement. The Libraries panel uses a different mechanism for displaying content then most of the other panels, which is why it is isolated to a few. I have been able to reproduce what you see and will log a bug for investigation. The GeForce GT 120 has been problematic is various GPU areas. I can try upgrading my OS to 10.12 to see if that makes any difference in case Apple updated the drivers. regards, steve

SG... · ‎Nov 29, 2017

Hi, Have you tried undocking the panel so it floats in Photoshop? Can you also try the same steps with Window> Extensions> Adobe Color Themes? regards, steve

SG... · ‎Nov 21, 2017

Hi, What OS version are you using? If you're machine doesn't meet the minimum requirements then you won't see the major version update. regards, steve

SG... · ‎Nov 14, 2017

Hi, The US region wasn't having issues getting to the page where brushes could be downloaded (we have also fixed the issue with other global regions since this post started). Are you not seeing the command in Photoshop, or having trouble actually downloading the extra brushes? regards, steve

SG... · ‎Oct 25, 2017

Hi, That is what happens with the Ms Edge browser, since it doesn't recognize what to do with an .abr file. Try copying the adress and pasting it into another browser, then download from there. regards, steve

SG... · ‎Oct 25, 2017

Hi, The menu item is only found in the 19.0 update posted last week (Photoshop CC in Creative Cloud desktop). Photoshop CC 2018 installed on the system. Get the Goods: Announcing Updates to Photoshop CC, Dimension CC, and More Today | Photoshop Blog by Adobe regards, steve

SG... · ‎Oct 25, 2017

Hi, You can't do it with camera coordinates, but you can find the exact zenith by adding a line at the top of your image and using Rulers. If you have already created the 3D layer: 1) go to the Diffuse texture in the Layer panel and double click on the SphericalMap label to open the panorama image. 2) Now add a new layer and add a 2-5px line at the top using the Line Tool. 3) add another blank new layer for your logo paint target, and save, close. 4) back in the 3D layer, you should now see a spot marking the zenith. 5) turn on Rulers, and change the units to Percent. Then drag out guides to 50% horizontal and 50% vertical. 6) now move the camera view so the spot aligns to the guides cross hair. 7) add a new layer and paste in your logo so it centers on the cross hairs, as well. 8) now merge down to add the logo to the texture map at the exact zenith location. Hopefully that makes sense and works for you. Feel free to ask for more info or more details. regards, steve

SG... · ‎Oct 24, 2017

Hi, I appreciate your situation. We're discussing short term and longer term solutions. regards, steve

SG... · ‎Oct 24, 2017

Hi, It appears that the .tpl file might be corrupted. Can you download again, or contact the seller and ask that they try to help out? regards, steve

SG... · ‎Oct 23, 2017

Hi, Which version of macOS are you using? regards, steve

SG... · ‎Oct 23, 2017

Hi, We now have things in place so the menu command should work from non-US regions. The landing page with still be in English for now, but we will get localized pages in place as well. The issue with the Edge browser still stands for now sorry if that is your default browser. You will land on the expected page from Photoshop, but downloading the brush files we still not work. Sorry for the earlier trouble. regards, steve

SG... · ‎Oct 23, 2017

Hi, We now have things in place so the menu command should work from non-US regions. The landing page with still be in English for now, but we will get localized pages in place as well. The issue with the Edge browser still stands for now sorry if that is your default browser. You will land on the expected page from Photoshop, but downloading the brush files we still not work. Sorry for the earlier trouble. regards, steve

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