It lives! Again! Finally! ‘Bout damn time!!

Standard

I bought my new computer, as I was happy to shout to the world, and then I bought Premiere Pro CS4 and several other Adobe products. I still lack After Effects but that will have to be a later thing. Much, much, much later.

However, Premiere Pro CS4 had several issues on my PC. Well, just one issue but it was rather critical. I could import a video, any video, and the audio would be perfect. The video was not even there. Literal editing in the dark. I’m not a super fantastic editor to start with so working like that would be difficult. To summarize, regardless of imported video, there’s nothing showing in the preview window. Audio is a-ok, everything even exports perfectly, but there’s no video no matter what. You can get still images if you click the preview pane but then it stays locked on that image if you hit play again. When you click on the preview once more you get that still image, and the cycle repeats.

It took 6-7 DAYS of troubleshooting and too many phone conversations with Adobe to work something out. They even hung up on me a few times. While I am overly bitter and angry here, I am exceptionally polite on the phone to the point where people walk all over me. Even Microsoft wouldn’t let me cancel my Live account nor repair my RRoD Elite. I’m still bitter about those, too.

Adobe support says “Just revert to CS3!”
I don’t have CS3 and, OH, I spent $$$USD on CS4!
Adobe support says “Just use a trial of CS3.”
You don’t offer it anymore, you said you’d e-mail me a link and serial number but the e-mail said you could not do such a thing since it is no longer offered.
Adobe support says “Uh, change your OS?…”
You know, I got a 64-bit system for a reason. Willing to give it a shot because I was getting increasingly desperate I put XP on my other HD to dual boot. New issue, my sound card isn’t recognized or supported on XP. Now I get video and no sound. Head meets desk.
Adobe support says “It’s not supported on 64-bit systems (pause as supervisor hits them over the head) I mean, yes, it is supported.”
This happened every. single. day. Sometimes twice.
Adobe support says “Maybe you should try something called the K-Lite codec pack?”
Maybe that was one of the first thousand things I did before calling you? I knew it was a driver issue from the start but the whole 32-bit drivers not always playing nice on 64-bit systems thing made troubleshooting complicated. Especially since there’s only a small fraction of us that have this issue. This prompts the majority to respond to our cries for help with the ever popular “WORKS ON MY MACHINE”.

I wish I could say I had a fix to announce to the world. I really really really do. I gave Adobe everything they asked for and then some. A perfectly new machine, I re-installed the thousand times they wanted me to, two different operating systems, not a single other program on either setup. Nothing made a difference. This is the main reason why I have been quiet the last few days. All my posts would have been RAGE #%$@! RAAAAAAAAAAAAGGGEEEEEE #%$@! GAHHHHH and ARGHLEBARGLE times infinity. Not productive, to say the least. A clean system is clean but unhelpful when you are trying to do work for the nice people that pay me.

All I can say is that I hope everyone with this problem also has the upgrade to Win7 coupon, whether it be 32 or 64-bit. Premiere Pro CS4 works on both perfectly. You are going to have to trust me on this :)

On a completely unrelated note: wtg Logitech for having beta drivers for the G-Series keyboards!! They are most helpful. While the LCD on my beloved G15 is nice and all, I could not live without the G keys. They do everything for me. The odds of my Habu mouse being supported, however, are looking slim to none.

3 thoughts on “It lives! Again! Finally! ‘Bout damn time!!

  1. Installed Windows 7 on my mom’s laptop its working like a charm (accept reconising a coopprocessor, but thats a nvidia driver problem). Tech support lines are a hell, beeing on that road a few times before also got hanged up and even called a lair…. i hate tech support lines.

  2. Paul

    Jenn, Did you see this open letter to Adobe customers?

    http://www.adobe.com/support/open_letter_to_adobe_customers/

    Adobe is committed to providing the most advanced, innovative products and services in the world. Recently, however, our customers have experienced a level of service that is inconsistent with what they expect and deserve. This is unacceptable to us and we sincerely apologize for the inconvenience this has caused some of our customers. We are working diligently – in fact, teams are working around the clock – to resolve these issues. I’d like to thank all our customers who are sharing feedback and giving us the opportunity to respond. We appreciate your loyalty, support, and willingness to make your concerns heard.

    Adobe is in the process of transitioning to a new global service provider that will help grow and improve the quality of our customer service worldwide. While our new partner is a recognized leader in service and support solutions, this is a major global transition that includes bringing more than 800 new agents onboard. Clearly this process has not gone as smoothly as we had planned, and we are working to immediately remedy the situation. We are confident that once this transition is completed, we will provide customers with new and better ways to engage with Adobe using their preferred methods, helping to ensure prompt, effective customer service.

    The Adobe Customer Care leadership team is monitoring our customers’ experiences closely to understand and respond to the challenges you are encountering. If you experience difficulties of any kind, contacting Customer Service in your local region remains the best initial course of action; however, during this transition period, unresolved issues can also be directed to adbecare@adobe.com for help.

    Thank you for your patience and understanding as we make this transition and work to improve our service and support operations for customers around the world.

    Regards,
    Lambert Walsh
    Vice President, Technical Services

  3. Paul, *ahem* BWAHAHAHAHAHAHAHAHAHAHA. . That was a good one! Thanks for that :)

    I can be an extremely patient person but it does help when treated with at least a modicum of respect. It also helps if the people on the other end of the line have some sort of clue. Failing that — and believe me, they failed — at least keep bumping me up to someone who does instead of wasting both of our days!

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