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Unpredictable Cmd Z behaviour in CS5

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  #11  
Old 10-02-2011, 06:59 PM
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John Wheeler John Wheeler is offline
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Re: Unpredictable Cmd Z behaviour in CS5

Lurch has some great advice

I have heard that getting a real clean uninstall sometimes is necessary to get a good install. Usually though I have heard about the problem when using the early beta software.

In any case, Adobe supplies "Clean Scripts" for some of their products. I will provide the link yet I suggest that it would be best to call Adobe support to make sure of the right clean script to run (this one talks about CS5 yet also mentions Adobe Creative Suite as well:

http://kb2.adobe.com/cps/829/cpsid_82947.html

I will jump in since I am here on your other question and I am sure Lurch will correct me if I am wrong.

To get beyond just temporary usage of a full product you have to activate or your software. This steps is really an effort on Adobe to prevent software piracy. I believe Photoshop allows two installations/activations of your software only. You need to deactivate (Help > Deactivate) before uninstalling or you could end up not being able to authorize after installation (or at least lose one of your two allowed installations)

If you have not done so, I would contact Adobe support to get some help. That is their job for every paid and legal copy of their software and I am sure they have seen your issue. It may be a fast way to get your problem solved. Just another path to consider.
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  #12  
Old 10-02-2011, 07:21 PM
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AKMac AKMac is offline
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Re: Unpredictable Cmd Z behaviour in CS5

Thanks John,
I think I will contact Adobe support and hopefully be able to resolve the problem that way. I have to admit that I was tempted just to get used to the "idiosyncrasy" (trying to be philosophical) but I am now finding other problems re. layer visibility, and this makes me suspect that there are probably other bugs lurking in the background.
Is it realistic to hope that I can actually communicate with Adobe support at a higher level than box ticking?
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  #13  
Old 10-02-2011, 07:50 PM
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John Wheeler John Wheeler is offline
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Re: Unpredictable Cmd Z behaviour in CS5

I have not called Adobe Support recently yet in the link that I provided there is the way to contact Adobe. Part of the page that opens is for a chat sessions yet if you expand the phone numbers part on the right here is what you get:

Screen shot 2011-10-02 at 6.43.20 PM.png

Note that it is not 24 hour phone support.

I would start with the one about installation and indicate that it did not install properly obviously because of all the functionality that is not working correctly. They of course are going to want your serial number with the product and there is a link on that same page indicating how to find it if you do not know how.

As with any support help I would document when you make your calls, who you talked with, a summary of what you covered and get the case number that gets applied to your call (you can reference that number on future calls). Sometimes the first level of support cannot solve the problem in a timely fashion and it needs to be escalated. Having a history of your calls and the amount of time already spent on the phone with Adobe (or anyone actually) goes a long way for getting higher level help when needed. Let us know how it goes.
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  #14  
Old 10-02-2011, 10:21 PM
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lurch lurch is offline
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Re: Unpredictable Cmd Z behaviour in CS5

John, you were spot on about the authorization/activation question. Good explanation.

AKMac, You shouldn't have to worry about losing your downloaded copy of Photoshop. Adobe has a fully functional trial for all their CS5 products. You should be able to add your serial number to any download of the same product (register it, that is). Just remember to deactivate (thanks, John, for the correct term) your existing copy of Photoshop before you delete it. Your serial number will be in the web receipt you got from Adobe or in the confirmation email you received from them, IIRC, or both. Can't remember exactly, because I'm working on a different computer than the one I used when I bought my CS5.
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  #15  
Old 10-03-2011, 05:00 AM
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Re: Unpredictable Cmd Z behaviour in CS5

I'm going to try to contact Adobe now. Hopefully it won't be too much of a headache (FLW).
I will post you re. the outcome. Thanks to both of you for your help.
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  #16  
Old 10-03-2011, 10:28 AM
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Re: Unpredictable Cmd Z behaviour in CS5

I contacted Adobe by phone and eventually was put through to a very nice chap in India who took over my screen (uncanny?), ditched the preferences file, did a couple of other things invisibly, and told me it was fixed.......
which it wasn't.
I got back to them later in the day, with my case number, and spoke to a very nice bloke in the Philippines who took over my screen (spooky?), ditched the preferences, did a couple of things invisibly and told me it was fixed........
which it still isn't.
My case has been kept open for a few days. I will probably try again tomorrow.
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  #17  
Old 10-03-2011, 11:27 AM
Siciliana Siciliana is offline
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Re: Unpredictable Cmd Z behaviour in CS5

What kind of machine are you using? How much memory? I have not had the problems you describe but I have had problems with brushes not working. When this happens, I save and usually this fixes it, and other times I have to restart photoshop. It only happens intermittently, but I also have problems with the type tool, runs really slow and can even crash. This type problem seems to be related to my graphics card. I've been meaning to get a new card, more ram(I have 6 gigs), and a SS drive for scratch disk. I think this will resolve my problems. In the meantime, I was able to improve performance by turning off OpenGL drawing in the performance panel of the preferences. Also, make sure you have memory allocation turned up. I turned up the cache level, and have the tile size set to 1028, which may have something to do with the brush problems I experience. I read that large tile size is not as good for very small operations. I usually experience the brush problems when doing small dodge and burn. Like I said, saving usually fixes that.

It could be that your problems probably have more to do with some kind of performance optimization needed with your system rather than a bad install.

http://kb2.adobe.com/cps/404/kb404439.html
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  #18  
Old 10-03-2011, 11:36 AM
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John Wheeler John Wheeler is offline
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Re: Unpredictable Cmd Z behaviour in CS5

Just a suggestion. You have now done due diligence with the first line "techs" on the problem. Depending on your patience level, I suggest it is time to have it escalated to the next level of techs. With your next call and case number in hand, you can say politely of course "Thanks for you help yet it is already clear after two calls at the first level of tech support that it has been unsuccessful despite both being confident the problem was fixed. Both of our times is valuable. I have paid X dollars (assuming this is not a trial version) to improve my productivity with Adobe software. It has not and in fact my productivity is now at zero (or whatever it is for you) and all that I am looking for is what is fair and reasonable. I consider what is fair and reasonable is to escalate this issue to the next level of tech support since two attempts at first level support have already failed. Let's be efficient of both or our times and have this issue escalated."

Note that they are encouraged to solve the problem at their level and not escalate. Escalating an issue they should have solved at their level is frowned upon. When a customer has done due diligence at the first level and is insistent on escalation, that usually does the trick. Just a thought.
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  #19  
Old 10-03-2011, 11:44 AM
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Re: Unpredictable Cmd Z behaviour in CS5

Thanks. I have more or less done as you have suggested, John, and am awaiting a response which I should get within 24 business hours.
Re Siciliana's comments- I'm pretty sure I don't have any performance issues, and that the problem is Photoshop specific.
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  #20  
Old 10-03-2011, 02:27 PM
Siciliana Siciliana is offline
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Re: Unpredictable Cmd Z behaviour in CS5

What a pain! Sorry you are having so much trouble with it. I hate tech problems.
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