Working happily with CS 6 on Creative Cloud for two days and then…

[Kevin Monahan]

[TImothy Auld] “And as far as the support goes at present all representatives are busy helping other customers and my current wait time is approximately 40 minutes and 5 seconds (!)”

Well, it’s better to use the chat feature. You can get to our agents much faster that way.

Kevin Monahan
Social Support Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!

[Kevin Monahan]

[Andrew Kimery] “When this Q was asked on Adobe’s forums a rep from Adobe said if you know you’ll be w/o internt access for an extended period of time you can call Adobe support before hand and they’ll make adjustments on a case by case basis.”

As I understand it, that’s correct.

Kevin Monahan
Social Support Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!

[Kevin Monahan]

[TImothy Auld] ” I do have CS 5.5 installed on a perpetual license so maybe the conflict is there. “

I have CS4, CS5, CS5.5, and CS6 Creative Cloud all installed on the same volume with no conflicts. Typically, your problem relates to downloading, installing, or activation issues. Again, I’d post about your problem here: https://forums.adobe.com/community/download_install_setup

That is, if you’re still having trouble.

Kevin Monahan
Social Support Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!

Tweets by kev_mon

[Andrew Kimery]

I understand the concern but I think things like local monopolies (for cable) and price tiers (for both) are the problem and not that you sign up for a service. Competition will breed innovation.

[Timothy Auld]

I was using the chat feature.

Tim

[Timothy Auld]

I decided to go fishing this morning and when I returned all apps had begun working again just as mysteriously as they had stopped. For the record I do not consider posting in forums where a company rep may or may not respond can really be called a support option. A resource, perhaps. And as I indicated before I did try using the chat feature and my wait time was listed as 40 minutes and 5 seconds. I think it was the five seconds that sent me over the edge.

Tim

[Timothy Auld]

Well, yes. As i indicated in another post (I missed this one somehow) all apps are working again. On Walter’s advice I deleted the file from the library and then uninstalled/reinstalled App Manager, Premiere and AE. At that point those three worked. But the others that I had not uninstalled/reinstalled worked. So I figured I do them today. But when I came home this afternoon they were all working again. Go figure.

Tim

[Kevin Monahan]

[TImothy Auld] “And as I indicated before I did try using the chat feature and my wait time was listed as 40 minutes and 5 seconds. I think it was the five seconds that sent me over the edge.”

40 min. wait for a chat representative? That’s way too long. Let me investigate as to why chat support takes so long. Since we are relying more and more on chat these days, I want to make sure the system is working.

Thanks for sharing your info. We definitely want to improve the support experience and it appears we need to address wait times.

Thanks again.

Kevin Monahan
Social Support Lead
Adobe After Effects
Adobe Premiere Pro
Adobe Systems, Inc.
Follow Me on Twitter!

[Chris Harlan]

[TImothy Auld] “I think it was the five seconds that sent me over the edge.”

Patience, man. Patience.

Personally, my guess is you fixed it by going fishing. It’s much easier on your equipment than kicking it.

[Sandeep Sajeev]

If I’ve paid upfront for a year then it’s ridiculous that I’d have to do this.

And personally I’m not at all comfortable with the blase way in which these statements ‘Oh just call us and we’ll work something out’ (I’m paraphrasing) are made.

This makes 2 assumptions – 1) that the standard of support is the same globally and 2)that the vendor is actually capable (legally, corporate directives etc) of making an allowance for your particular situation.

Sandeep