Mar 16, 2009
Finding Answers for Installation Difficulties
Today David Johnson from Adobe Customer Care discusses some of the happenings for installers and licensing from the customer care point of view. David’s experience with customers and input from the Adobe Creative Suite 3 installation problems helped us fix the bugs that were causing retail customers the most problems in CS3. This helped significantly reduce customer support calls for CS4 installation issues. David also goes through some of the tools to help users help themselves when installation failures occur. –Eric
With the release of every product, inevitably customers will encounter some problems. Adobe Customer Care strives to provide support for current issues and to ensure that problems are addressed in future releases of our software. I am a member of the Technical Response Team, and we are the liaison between tech support agents around the globe and the engineering teams. We handle escalations, collect and analyze call trends to provide feedback to product teams on top issues.
With the Adobe Creative Suite 4 products, we greatly improved messaging around installation errors. If an installation wasn’t completely successful, you will see a dialog box with the error message encountered during the installation. The error message allows you to search for solutions in our Knowledge Base, http://www.adobe.com/support/. We are constantly creating and updating support documentation on the latest issues.
We also introduced a new tool with the Adobe Creative Suite 4 products that increases your ability to find resolutions to installation problems. In the ‘More Information’ dialog at the end of a failed or partial installation you can click Get Support. The Get Support option directs you to a tool called the Adobe Support Advisor (ASA), http://www.adobe.com/go/loganalyzer . The ASA tool is designed to analyze Adobe Creative Suite 3 and 4 logs on your machine and to display any known technical support documentation for your issue. This allows you to find solutions to your installation problem without having to search the support site or contacting Adobe Customer Care.
We recognize that we have not documented every installation problem (yet), but the ASA tool has a ‘Package for Support’ option that allows you to upload a package to Customer Care which can help us identify the source of your installation failure. The package contains your installation log file, the search results we found (which includes information on unknown issues), and a basic system information file. This information is assigned a unique token that only Adobe employees have access to.
When you exit the ASA tool you are also prompted to report the found issues to Adobe. If you click okay to accept, a small file containing statistical data about the failures you encountered during the installation process is submitted. The statistical data in that file cannot be linked to an individual machine and is intended to provide us with information on common failures.
The Technical Response Team is updating the ASA tool frequently to provide solutions for the issues we are seeing. Both Eric Wilde’s engineering team and the Technical Response Team are committed to eliminate known installation failures and the Adobe Support Advisor is a great tool that can get us there.
Technical Response Team