Luminous Landscape Forum
Equipment & Techniques => Computers & Peripherals => Topic started by: mdijb on November 06, 2009, 11:32:48 pm
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Tuesday—opened and set up new MacPro.. Migrated everything from Old to New computer.
Tuesday—Apple does not support migration from OSX 10.4.11 to 10.6.
Had to move stuff manually to new Machine—Done on Wednesday— after one hour on phone with Adobe tech support Did clean install of Photoshop CS3 and Lightroom 2.0 per Adobe. This meant having to install all plugging individually.
Wednesday
Lightroom did not see the catalogue on my external hard drive, and HDR merge in Photoshop do not work. After 45 Minutes of waiting for Adobe to answer and listening to music—no one answered
Thursday—after 60 Minutes of waiting and listening to music from ADOBE, no one answered. I even tried to reach Customer support instead of Tech support with no success. Searched adobe website for help without success.
Friday. After 30 minutes of waiting, no contact with tech support was achieved. I then tried Customer support and reached a Human, who transferred me to tech support. I first talked to an agent whom I could not understand, and he then transferred me to another agent, higher-level agent. I spent about one hour with this person and one of my main problems was solved, I think.
When the second problem was investigated, After about 20 Minutes, I was told there was a solution, but I would have to establish and one time contract for $39 to fix my problem because CS3 was no longer supported. No guarantee was offered, although asked for. He was not able to process my card because of an internal problem with Adobe. He transferred me to Customer service and after 15 minute, I paid via credit card the $40 and given a new contract number.
Customer Service then transferred me back to Tech support. After 15 minutes I was told there was and internal communication problem and the people who solve my issue were not reachable. He took my home number they would call me back within One hour.
As of this writing one hour later, I have not been called.
After several hours of my time over the last three days, my problem remains. At every step of this ordeal I let them know how long I had been on the phone and although sympathy was expressed, the problem remains. Every time I was transferred to another Human, I was asked for my personal Info, the Adobe ID #, etc.etc. At no time was this passed along to the next agent. Every time I was treated as a new person—Prior to then I was non-existent.
Is this the penalty of not upgrading from CS3 to CS4, even though my version is only one behind the current version? Is this poor performance reflective of a company TOO callous, profitable, and arrogant, and ungrateful to its loyal users like me
Shame on Adobe and on Apple for making this upgrade to their products so painful. I do Understand the need to Upgrade software, but do not understand the practice of making us pay such a heavy price in terms hours of wasted time, because we did not upgrade each and every time, if it did not offer enough reason to do so. Are these companies interested in maintaining a loyal user base, allowing us to use an earlier version of their product if updating did not offer a significant advantage, forcing to take the path of least resistance and upgrading each and every time they think necessary.
In this day and age, these upgrades should be “seamless” and Painless—NOT a punishment for not paying them for upgrades at their whim.
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Wait a second, I thought all this stuff was one-click easy in Mac-land, and it was only PC users who had to suffer such trials and tribulations. You mean that smug kid in the commercials isn't telling the truth?
(sorry you had a rough time of it though, I know how frustrating computer stuff can be some times)
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Wait a second, I thought all this stuff was one-click easy in Mac-land, and it was only PC users who had to suffer such trials and tribulations. You mean that smug kid in the commercials isn't telling the truth?
You are right, let's turn this thread into a PC vs Mac discussion, we haven't had enough of that...
Cheers,
Bernard
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You are right, let's turn this thread into a PC vs Mac discussion, we haven't had enough of that...
Cheers,
Bernard
Well I'm just happy I got never into macs ;-)
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Tuesday—opened and set up new MacPro.. Migrated everything from Old to New computer.
...SNIP...
In this day and age, these upgrades should be “seamless” and Painless—NOT a punishment for not paying them for upgrades at their whim.
So, you are surprised that an application isn't working "perfectly" on a system and OS that wasn't in existence at the time the app shipped? What, are you kidding?
Photoshop CS4-which shipped in Oct 2008-is STILL having some "issues" (let alone an application that what, shipped in the spring of 2007...)
Boy, you are asking for it bud...putting in an all new computer with software that shipped in 2007...
Seriously, what did you expect? No problems? Really?
Sorry your life sucks at the moment...but you really need to "ease" into this stuff (otherwise it's gonna drive you POSTAL).
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You may very well be correct in sofar that you can expect problems trying to run 'old' software on a new OS.
However how does this explain poor customer service at the side of Adobe? I would think there can be a lot improved in that area if the things mentioned are more than just an incident.
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So, you are surprised that an application isn't working "perfectly" on a system and OS that wasn't in existence at the time the app shipped? What, are you kidding?
Photoshop CS4-which shipped in Oct 2008-is STILL having some "issues" (let alone an application that what, shipped in the spring of 2007...)
Boy, you are asking for it bud...putting in an all new computer with software that shipped in 2007...
Seriously, what did you expect? No problems? Really?
Sorry your life sucks at the moment...but you really need to "ease" into this stuff (otherwise it's gonna drive you POSTAL).
Bravo, good reply Schewe. I'm serious, you're quite right. But, do you care to make any comments about the guy's tribulations with Adobe support also, or is that outside your Adobe evangelist mission?
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Well I'm just happy I got never into macs ;-)
Well, I work with both OS on a regular basis, and my clear choice is for OSX. No system/provider is perfect, both are excellent solutions for productive work, but I prefer the experience I get with OSX.
Win 7 Ultimate that I just installed last week in a VM seems to be working great too. Thanks for VM Ware fusion it is just brilliant to be able to use Win applications within OSX in their own individual OSX window, the best of both world really.
Cheers,
Bernard
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HDR merge in Photoshop do not work.
Did you update from Photoshop 10.0 to 10.1?
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I am using version 10.0.1
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So, you are surprised that an application isn't working "perfectly" on a system and OS that wasn't in existence at the time the app shipped? What, are you kidding?
Photoshop CS4-which shipped in Oct 2008-is STILL having some "issues" (let alone an application that what, shipped in the spring of 2007...)
Boy, you are asking for it bud...putting in an all new computer with software that shipped in 2007...
Seriously, what did you expect? No problems? Really?
Sorry your life sucks at the moment...but you really need to "ease" into this stuff (otherwise it's gonna drive you POSTAL).
That's a strange argument - I guarantee that PC CS3 works fine on both XP and Win7. But I don't know the architecture of Macs, but I doubt they have had fundamental changes which break backward compatibility.
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That's a strange argument - I guarantee that PC CS3 works fine on both XP and Win7. But I don't know the architecture of Macs, but I doubt they have had fundamental changes which break backward compatibility.
I can't help but noting that a goodly percentage of posts here are either (1) People telling us how great Macs are or (2) People asking for help with Mac problems.
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Sorry your life sucks at the moment...but you really need to "ease" into this stuff (otherwise it's gonna drive you POSTAL).
There's an irony there; in the current Mac ad "Top of the Line" the Top-of-the-line PC concludes by saying to the user: "Call me...when you're ready to compromise" after explaining that any computer comes with operating problems.
I use G5 Powermacs with Adobe CS2 circa 2007 (part of a long line of Macs going back to 1984) even though there are hardware and software updates that might be useful, and it requires some kludgy work-arounds where the software does not support a particular camera.
Given the choice of using something that is working now, and having to 'ease' into an upgrade that must include hardware, software, time, money–and POSTAL avoidance; I chose to be a photographer not a computer tech. It's an attitude that's at odds with the marketing pitch to buy the newest, greatest etc.
Wollom
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Jeff Schewe does make a good point regarding expectations for installing older software on newer operating systems. I think it is unreasonable to expect that everything will always work perfectly without a little effort. I also think it is reasonable for paying customers to expect prompt and useful technical support from Adobe (or any software vendor) when things don't go as expected. I doubt that Mdijb would have ever posted about this topic on this forum had he received decent technical support from Adobe. Adobe's recent atrocious technical support and customer support problems are well documented. Adobe VP Lambert Walsh has even publicly apologized for Adobe's poor support. John Nack has acknowledged the same on his blog (http://blogs.adobe.com/jnack/2009/08/fixing_adobes_customer_service.html). However, it looks like it may take a while for Adobe to make real progress on this front.
My advice to Mdijb is to document your problem and the response you have gotten so far, and send an email to (). This is an address Adobe has set up for customers who have encountered the kind of support problems you described. Although the call center people are less than worthless, this email should put you in touch with Adobe folks who really do care about solving customers' problems. You should also do a Google search on "adobe customer support". You will find no shortage of customer support horror stories, including mine, and you will also find the names and email addresses of some very helpful Adobe employees, such as () who have offered to help. If all of this doesn't get you in touch with a real person, contact me off the forum and I'll provide the name and email address of the very gracious and helpful Abobe employee who solved the problem I had.
Good luck!
John
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So, you are surprised that an application isn't working "perfectly" on a system and OS that wasn't in existence at the time the app shipped? What, are you kidding?
Photoshop CS4-which shipped in Oct 2008-is STILL having some "issues" (let alone an application that what, shipped in the spring of 2007...)
Boy, you are asking for it bud...putting in an all new computer with software that shipped in 2007...
Seriously, what did you expect? No problems? Really?
Sorry your life sucks at the moment...but you really need to "ease" into this stuff (otherwise it's gonna drive you POSTAL).
I have to disagree with you here, Jeff, and to the others echoing this sentiment--as you know I am in this industry and am thus partly responsible for these kinds of upgrade nightmares users face. And it's true there are a whole host of technical reasons why this stuff doesn't work as seamlessly as we expect.
But in the end, I feel the OP's pain here--if we as an industry can't make these problems just "go away" for users (and I do understand the reasons why we can't), rather than throwing up our hands and saying 'that's the nature of the beast', we should be looking for other ways to at least let users know (before they buy) what the migration story is for every previous version of an OS that was released, and what the compatibility story is for an application on every version of the OS it runs on. It's kind of like the nutrition panel on the side of the box--it may not be fun reading, but when you can see how (un)healthy your favorite treat is for you, it's information that's good to have.
How many people were impacted by broken Epson drivers on Snow Leopard? All the big companies should be able to get compatibility statements published for their flagship products--they have advance copies of the operating systems and documentation.
Both Canon and Nikon released Windows 7 compatibility statements recently, if memory serves. That seems like a good start to me.
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[deleted double-post]
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That's a strange argument - I guarantee that PC CS3 works fine on both XP and Win7. But I don't know the architecture of Macs, but I doubt they have had fundamental changes which break backward compatibility.
FWIW, CS3 works fine for me on a Mac Pro under Snow Leopard.
Jeremy
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FWIW, CS3 works fine for me on a Mac Pro under Snow Leopard.
Jeremy
Same for me!
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I'm having a few problems with CS4 and snow leopard that frankly shouldn't be there. Adobe knew full well that Apple were producing a new OS upgrade and it seems impossible to imagine that they weren't actively involved as developers with access to 10.6 before it was officially released, so why wasn't a quick update ready for CS4 to address these issues?
Every time I upgrade OS X the one constant seems to be that Photoshop will have more problems than just about any other application. Then Adobe blames Apple and vice versa.
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I have not had a single problem with Photoshop CS4 and Snow Leopard on my MacPro 2.66GHz quad or MacBook Pro 2.5 GHz Core2 duo.
For those who are experiencing problems, I found this solution:
http://www.ilounge.com/index.php/backstage...oblems-on-macs/ (http://www.ilounge.com/index.php/backstage/comments/two-proposed-solutions-to-snow-leopard-crash-problems-on-macs/)
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I wonder if Migration is one of those legacy apps that needs Rosetta to run. Snow Leopard does not come with Rosetta (the ones before always did). You have to download Rosetta separetely. I suggest posting a question the the Apple discussion forums. I usually get Mac issues solved quickly there.
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I can't help but noting that a goodly percentage of posts here are either (1) People telling us how great Macs are or (2) People asking for help with Mac problems.
Ironic isn't it. You forgot however to add any problems with your Mac are always your fault as Macs are 100% perfect, and any problems you have with other other OS are always your fault also because you do not use a Mac
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[quote name='mdijb' date='Nov 6 2009, 11:32 PM' post='323171']
Tuesday—opened and set up new MacPro.. Migrated everything from Old to New computer.
Tuesday—Apple does not support migration from OSX 10.4.11 to 10.6.
Had to move stuff manually to new Machine—Done on Wednesday— after one hour on phone with Adobe tech support Did clean install of Photoshop CS3 and Lightroom 2.0 per Adobe. This meant having to install all plugging individually.
Wednesday
Lightroom did not see the catalogue on my external hard drive, and HDR merge in Photoshop do not work. After 45 Minutes of waiting for Adobe to answer and listening to music—no one answered
Thursday—after 60 Minutes of waiting and listening to music from ADOBE, no one answered. I even tried to reach Customer support instead of Tech support with no success. Searched adobe website for help without success.
Friday. After 30 minutes of waiting, no contact with tech support was achieved. I then tried Customer support and reached a Human, who transferred me to tech support. I first talked to an agent whom I could not understand, and he then transferred me to another agent, higher-level agent. I spent about one hour with this person and one of my main problems was solved, I think.
When the second problem was investigated, After about 20 Minutes, I was told there was a solution, but I would have to establish and one time contract for $39 to fix my problem because CS3 was no longer supported. No guarantee was offered, although asked for. He was not able to process my card because of an internal problem with Adobe. He transferred me to Customer service and after 15 minute, I paid via credit card the $40 and given a new contract number.
Customer Service then transferred me back to Tech support. After 15 minutes I was told there was and internal communication problem and the people who solve my issue were not reachable. He took my home number they would call me back within One hour.
As of this writing one hour later, I have not been called.
After several hours of my time over the last three days, my problem remains. At every step of this ordeal I let them know how long I had been on the phone and although sympathy was expressed, the problem remains. Every time I was transferred to another Human, I was asked for my personal Info, the Adobe ID #, etc.etc. At no time was this passed along to the next agent. Every time I was treated as a new person—Prior to then I was non-existent.
Is this the penalty of not upgrading from CS3 to CS4, even though my version is only one behind the current version? Is this poor performance reflective of a company TOO callous, profitable, and arrogant, and ungrateful to its loyal users like me
Shame on Adobe and on Apple for making this upgrade to their products so painful. I do Understand the need to Upgrade software, but do not understand the practice of making us pay such a heavy price in terms hours of wasted time, because we did not upgrade each and every time, if it did not offer enough reason to do so. Are these companies interested in maintaining a loyal user base, allowing us to use an earlier version of their product if updating did not offer a significant advantage, forcing to take the path of least resistance and upgrading each and every time they think necessary.
In this day and age, these upgrades should be “seamless” and Painless—NOT a punishment for not paying them for upgrades at their whim.
here is my problem,Process:
Adobe Photoshop CS4 [27045]
Path: /Applications/Adobe Photoshop CS4/Adobe Photoshop CS4.app/Contents/MacOS/Adobe Photoshop CS4
Identifier: com.adobe.Photoshop
Version: 11.0.1 (11.0.1x20090216 [20090216.r.522 2009/02/16:17:00:00 cutoff; r branch]) (11.0.1)
Code Type: X86 (Native)
Parent Process: launchd [185]
Date/Time: 2009-11-09 18:37:54.878 -0500
OS Version: Mac OS X 10.6.1 (10B504)
Report Version: 6
Interval Since Last Report: 118717 sec
Crashes Since Last Report: 1
Per-App Interval Since Last Report: 251600 sec
Per-App Crashes Since Last Report: 1
Anonymous UUID: B1B5FD23-8358-441A-93A9-325C43C41433
Exception Type: EXC_BAD_ACCESS (SIGBUS)
Exception Codes: KERN_PROTECTION_FAILURE at 0x0000000000000000
Crashed Thread: 0 Dispatch queue: com.apple.main-thread
Anyone understand it?
CS4 is crashed, if I open any files with 308 mb or more, I can't do two layers at once I need to flatten then save it then do another layer one by one.
I can't convert to smart object, will crashed right away.
Calling customer service is loosing my time, I think last time they send me to Jupiter, and I'm still waiting to someone answer my call.
So I give up. I'm one of those the start to hate Photoshop
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Here is the latest on ADOBE NIGHTMARE. After 1 hour of more time waiting to get a human being at adobe, I finally called the number to purchase and upgrade. I reached them immediately, but they were unable to get me the Customer service number to get a credit for the support contract that was not fullfilled. I finally called my bank and asked them to not pay Adobe --they agreed to credit my account and they were real helpfull.
I then Purchased, downloaded the CS4 update, and installed. When attempting to use the HDR merge function--the main purpose for my upgrade--it did not function. I submitted another online request for tech support. WHO knows when this nightmare will end.
MDIJB
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Here is the latest on ADOBE NIGHTMARE. After 1 hour of more time waiting to get a human being at adobe, I finally called the number to purchase and upgrade. I reached them immediately, but they were unable to get me the Customer service number to get a credit for the support contract that was not fullfilled. I finally called my bank and asked them to not pay Adobe --they agreed to credit my account and they were real helpfull.
I then Purchased, downloaded the CS4 update, and installed. When attempting to use the HDR merge function--the main purpose for my upgrade--it did not function. I submitted another online request for tech support. WHO knows when this nightmare will end.
May I suggest that you try one of the programs that work for HDR like Photomatix or PTgui?
Cheers,
Bernard
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…
Exception Type: EXC_BAD_ACCESS (SIGBUS)
Exception Codes: KERN_PROTECTION_FAILURE at 0x0000000000000000
Crashed Thread: 0 Dispatch queue: com.apple.main-thread
…
EXC_BAD_ACCESS exception is often (but not always) a sign that your RAM is beginning to fail.
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EXC_BAD_ACCESS exception is often (but not always) a sign that your RAM is beginning to fail.
I have 32 do you think all of then are?
If it's I need to contact aple, computer is only 8 month old
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I have 32 do you think all of then are?
If it's I need to contact aple, computer is only 8 month old
Try to running a test application to see if it detects a problem with your RAM. Or, you can try to remove half of your memory modules and see if the problem is still there. Troubleshooting RAM issues is not easy. If your Mac is still under warranty (obviously it is after only 8 months) and you have an Apple Store nearby, they a visitis a good way to know if your RAM is OK or not.
Only one bad memory module is enough to trigger crashes…
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Try to running a test application to see if it detects a problem with your RAM. Or, you can try to remove half of your memory modules and see if the problem is still there. Troubleshooting RAM issues is not easy. If your Mac is still under warranty (obviously it is after only 8 months) and you have an Apple Store nearby, they a visitis a good way to know if your RAM is OK or not.
Only one bad memory module is enough to trigger crashes…
Francois,
Thank you.
I make an appoitments to take it in,on friday.
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First thing I would try, in case it is ram beginning to fail, is to remove the existing ram, clean the contacts carefully (a little contact cleaner can be used, then wipe with a clean, lint-free cloth), and reinsert. In the past I have found dirty ram contacts to cause all sorts of problems, and cleaning them has most times fixed them.
Eric
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Francois,
Thank you.
I make an appoitments to take it in,on friday.
You're welcome. This is the best way to handle the situation without loosing too much time… I hope you have this issue sorted out soon.
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You're welcome. This is the best way to handle the situation without loosing too much time… I hope you have this issue sorted out soon.
FWIW, I have seen dozens of EXC_BAD_ACCESS messages while developing software on OS X and 100% of them were caused by my stupidity, not a single one by some faulty hardware.
http://developer.apple.com/mac/library/qa/qa2004/qa1367.html (http://developer.apple.com/mac/library/qa/qa2004/qa1367.html)
At first sight, there is no reason to start tinkering with the hardware.
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FWIW, I have seen dozens of EXC_BAD_ACCESS messages while developing software on OS X and 100% of them were caused by my stupidity, not a single one by some faulty hardware.
http://developer.apple.com/mac/library/qa/qa2004/qa1367.html (http://developer.apple.com/mac/library/qa/qa2004/qa1367.html)
At first sight, there is no reason to start tinkering with the hardware.
I have also seen hundreds of them not related to hardware malfunction but a short visit at the local Apple Store will let BlasR know if his RAM is bad or not. If his RAM is OK, then he can spend time on software.
BTW, Photoshop CS 4 (and previous versions), as far as I know, doesn't use Cocoa.
Edit: "…100% of them were caused by my stupidity…". Well, the retain/release/auto-release system is known to cause headaches among Cocoa developers (me included). While on the Mac, we can choose to use or not garbage collection, on the iPhone there's not choice… Aspirin is your best friend!
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BTW, Photoshop CS 4 (and previous versions), as far as I know, doesn't use Cocoa.
Well EXC_BAD_ACCESS is not a Cocoa thing. That was just an example.
you can get them with very very simple programming errors, in many languages
http://forums.macosxhints.com/archive/index.php/t-75131.html (http://forums.macosxhints.com/archive/index.php/t-75131.html)
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Well EXC_BAD_ACCESS is not a Cocoa thing. That was just an example.
you can get them with very very simple programming errors, in many languages
http://forums.macosxhints.com/archive/index.php/t-75131.html (http://forums.macosxhints.com/archive/index.php/t-75131.html)
Sorry, I know that it's not a Cocoa only error, unfortunately. The comment wasn't directed at your post. That's what happen why I try to multi-task ;-(
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to ncjohnboy
Thanks for link in your post. It finally achieved tech tech support I needed. It to a few more days but I finally reached supervisory level support person who was very helpful and solved my problems.
The final suggestion was to erase everything and re-install all Adobe software, which was walked thru with me step by step, and then doing a clean install of each elements, filters and plugin of which there were many, I needed.
Maybe I should have known that a clean install was the best way, but I think this should have been recommended much earlier in the process. All that took about 90 minutes versus the 6-8 hours of wait time I experienced.
I complained bitterly about the access to help and it seems the managers are very aware of this continual complaint--it seems they spend a lot of time with people having my experience and know how bad the problem is---What they will do about remains to be seen. MDIJB
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I know that in the past, John Nack has expressed interest in hearing about issues with their new outsourced phone support (mostly India, I think). I remember a "Dear customer . . ." letter he posted from an Adobe VP saying how sorry they were that the support experience sucked so badly now. It couldn't hurt to try to contact him, or post a comment in the appropriate spot on his blog. John is a Photoshop PM.
http://blogs.adobe.com/jnack/ (http://blogs.adobe.com/jnack/)
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I know that in the past, John Nack has expressed interest in hearing about issues with their new outsourced phone support (mostly India, I think). I remember a "Dear customer . . ." letter he posted from an Adobe VP saying how sorry they were that the support experience sucked so badly now. It couldn't hurt to try to contact him, or post a comment in the appropriate spot on his blog. John is a Photoshop PM.
http://blogs.adobe.com/jnack/ (http://blogs.adobe.com/jnack/)
Yep, India. Recently had to contact Adobe about a licensing situation(whole 'nother topic in itself), and between the accent and the satellite echo it bordered on painful.
I've found that after realizing you are not getting anywhere, just keep asking for the next tier until you get someone who knows what they are talking about and not just reading instructions on a screen.
As long as the shareholders are held as more important than customers the situation will not change.
PS - the fellow that eventually helped me solve the problem also indicated "it would be a good idea" to wait 'till 10.6.2 before moving to SL.
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You're welcome. This is the best way to handle the situation without loosing too much time… I hope you have this issue sorted out soon.
Well, after 2 1/2 hours at Braintree store, getting new memory ram and looking for problems to resolved the problems
nothing changed, subjection was to reinstall , cs4, but to do that I need to contact adobe( that is the pain) I think is better spend more money
get new cs4 and no deal with adobe.
that will happen maybe next week, I will post here if it work or not
Thanks again
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Well, after 2 1/2 hours at Braintree store, getting new memory ram and looking for problems to resolved the problems
nothing changed, subjection was to reinstall , cs4, but to do that I need to contact adobe( that is the pain) I think is better spend more money
get new cs4 and no deal with adobe.
that will happen maybe next week, I will post here if it work or not
Thanks again
Sorry to hear that you issue is still there but happy that your hardware is OK... Good luck!
Edit: Why don't you deactivate Photoshop and uninstall it? And before that, did you throw away the preferences file? I know that it can be a pain in the lower back…
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Sorry to hear that you issue is still there but happy that your hardware is OK... Good luck!
Edit: Why don't you deactivate Photoshop and uninstall it? And before that, did you throw away the preferences file? I know that it can be a pain in the lower back…
I did it all, still no working.
By chance, do you know if the person work for photoshop?
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By chance, do you know if the person work for photoshop?
I think that's Jeff Schewe. He at least consults with Adobe.
Actually, that may be his twin brother, because the shirt doesn't look like one of Jeff's.
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I think that's Jeff Schewe. He at least consults with Adobe.
Actually, that may be his twin brother, because the shirt doesn't look like one of Jeff's.
We all need to get him
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…Actually, that may be his twin brother, because the shirt doesn't look like one of Jeff's.
Good catch Eric! Or Jeff lost a bet and had to wear Michael's stuff.