Hi everyone, I had an awful experience with Adobe support chat yesterday. It took from 11 am till almost 9 pm. I just stopped for 1 hour to make supper. I still cannot get over it.
After uploading and commenting on 365, I went outside to take a photo which I edited in my usual workflow. Exported from LR, taken into Denoise Ai then edited in Topaz Studio. After that I tried to find the new colour grading tool in Lr. I googled and watched on youtube, but they all said in the upper right corner. As I did not find it, I went to Adobe support chat and screen sharing. I have used them often and have always been satisfied. This time the person took forever and I just saw the mouse clicking on places I have never seen before. After a good 40 minutes, he found it and I was happy. When I wanted to continue editing, all my photos in my folder were greyed out and I could not access them with any program. So back to Adobe explaining what was going on. this guy took three hours and could not get it sorted out. All kinds of excuses like my 365 folder has been corrupted, then it was that windows is not supporting it. I had to stop to make supper, so I left the chat. After supper I got back onto it with a different person. This one opened a new file and gave it a new name. Meaning that I can export only into that file and work from there. I just realised that the dpi is 3000000/100!! The only problem now is that none of my Topaz Labs software works anymore and my Laptop keeps on crashing! It is a relatively new one. I will have to take it in to a specialist and hope for the best.
So dear friends and followers, I will only have my cell for the time being till the issue is resolved so please forgive me. My nerves are really shattered as I cannot upload to 365 from my pc anymore. Maybe you have a suggestion or solution for me Ross @Scrivna . Adobe said my 365 file has been corrupted.
I gave up with Adobe some time ago for the same reason that I was very dissatisfied with their support, also, imho their products are no match for some other applications. I tried a few different companies and ended up using Alien Skin software, now had a name change to Exposure Software, which does extremely well all I need to do. Very pleased that I moved. Their support is incredible and second to none.
Oh Diana you've been through the wringer with this, hope it's sorted to satisfaction soon and your stress levels fall appreciably. Sending a socially distanced hug. 🤗
@allsop I never had a problem with them before, but now I think the people working for them know very little about how to handle their software. Thanks for your response and info.
@30pics4jackiesdiamond Thanks so much Jackie, I need a huge hug to make me feel better! I just want this mess fixed asap and hope that I don't have to buy a new laptop ;-)
@allsop@30pics4jackiesdiamond@pistache@Scrivna
Update on my dilemma! I can only see a technician on Friday so I played around and tried all options. I discovered that it really is only my 365 folder that causes the crash. I took the folder out of my documents and placed it elsewhere. Voila, I can edit in all my programs and even upload to 365! Just not out of this folder where I had my new images. As they are greyed out, I don't even know what they are. At least I am happy that things are back to normal and don't mind losing about 80 photos. Thanks for your comforting words and thoughts :-)
Pleased that you have got it sorted, it just goes to show that anything can happen at any time to muck things up! I learned my lesson some time ago and now make sure that I always back up everything on an external disk and at least one web storage. Hopefully I will never need to use them, but it is worth it for the peace of mind!
wow what a story Diana! I have only just come in on it all and read this thread with mouth hanging open. you have done an amazing job in keeping your head together and sorting something out of the mess 💜💪
I had a chat with adobe support over the past weekend. The rep fixed my problem and seemed to be very thorough. I have an old (10years) computer and I think because Adobe has been updating the photo apps at least weekly lately it was more than my computer could handle. Now the Creative Cloud app will tell me at least that the updates are not compatible. New computer in my future!
@allsop I too have external storage, but the latest shots were not put on it yet. The rest are all in the file that got corrupted ;-) @koalagardens Thanks Katrina, I was so weary and went to bed immediately afterwards, I could not see my laptop anymore :-) @randystreat I have also been very happy with the service in the past, they must have some new idiots working there now Kathy ;-) @taffy It is a hit or miss situation Taffy, if you get someone knowledgeable they are great :-)
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Update on my dilemma! I can only see a technician on Friday so I played around and tried all options. I discovered that it really is only my 365 folder that causes the crash. I took the folder out of my documents and placed it elsewhere. Voila, I can edit in all my programs and even upload to 365! Just not out of this folder where I had my new images. As they are greyed out, I don't even know what they are. At least I am happy that things are back to normal and don't mind losing about 80 photos. Thanks for your comforting words and thoughts :-)
@koalagardens Thanks Katrina, I was so weary and went to bed immediately afterwards, I could not see my laptop anymore :-)
@randystreat I have also been very happy with the service in the past, they must have some new idiots working there now Kathy ;-)
@taffy It is a hit or miss situation Taffy, if you get someone knowledgeable they are great :-)