Comments There’s has been some discussion about folks who purchased the download version of Adobe Audition 2 and what content beyond the program itself they should have access to. There have been some problems with people getting everything they should, and some doubts about whether the download version got the same things that boxed version customers should get.
First, I just want to say I’m sorry that there’s been such a headache for some customers about this. We always strive to make these launches as smooth as possible, but we stumbled this time.
Second, while the download version doesn’t have any physical goods, people who buy it should have access to all of the same content that comes in the box. Namely:
- The full manual (in PDF)
- All 4+GB of uncompressed music loops
- The Total Training videos
- The ability to register and download the registration incentive of your choice
Specifics about each of these after the jump…
The manual: After you’ve downloaded Audition and unzipped the file you should see a folder that contains all of the manuals for the 6 languages Audition ships in.
The loops: Your purchase confirmation email will have a link to a special Loopology page that lists the loops for download. Each category has its own zip file. For a day or so after we released the product these emails pointed to the old Loopology page instead. In addition, the Adobe store in some regions continued to send out the wrong link until very recently. If you haven’t downloaded your loops, check your email again and check for the link. If the link doesn’t work or takes you to the old loops, or if you don’t have the email at all, contact your local customer service and they will be able to provide you with the correct link. It should be easy to tell if the loops are new: the updated page has a new section for music beds, and the zip files are much larger. Ambient.zip went from 11MB to 122MB.
The videos: Similar to the loops, download purchasers should have gotten a link to the Total Training videos to watch online. If you did not get this link, or if it’s broken in your confirmation email, contact customer service and they will provide the link.
Registration: This one was certainly the biggest headache! It turns out that the system that handles fulfilling the registration incentives wasn’t set up properly. When you purchase the download version you are automatically registered, but the system that handles emailing you to tell you how to download your reward didn’t recognize those registrations. This should be all sorted out now. If you haven’t bought the product yet, buying the download version should work now. If you already have an Adobe ID, make sure to use the same email address and that should help resolve any possible conflicts. If you’re not prompted, you can go to Help->Register to register your product—but make sure to check the box allowing us to contact you, or else we won’t be allowed to send you the message with the link to the incentives! If the Register option is grayed out that means you have already been registered. Finally, if you are registered but never got the email, contact customer service in your country and they’ll provide you with your link to the download. Unfortunately, since the system missed you the first time we don’t know who has and who hasn’t been contacted so we won’t be able to automatically re-send the email.
Finally, we have word that some email applications (I heard this specifically about Thunderbird) were not rendering the links properly. Try copying and pasting the email text into Notepad or something similar to see if the links were just not showing up.
Clear as mud, eh? Once again, we’re so sorry for the inconvenience. It’s painful to think that the folks who were are most enthusiastic customers, who jumped on the downloadable upgrade right away, are the ones who were most burdened by this. I believe we have the problems fixed now, and hope that we can prevent this sort of thing from happening in the future.
Hos about this for an installation heartache: I have pasted some of the text from my messages on the Users Forum as follows:Hi – I have just installed Adobe Audition 2 (AA2). During installation, the installer showed various messages including “Installing Bridge…”. I have no Adobe products that would use Bridge. I *have* Photoshop Elements 4, but unfortunately, Bridge does not work with that. So why install the facility at all?Then when I open AA2 and go to \Menu\File\Browse and click on it, it does nothing. The Total training DVD explains that “Browse” should open “Bridge”. But if there is nothing to open, then the “Browse” Menu item should be either not present or greyed out.So I am confused as to whether my installation of AA2 is correct or corrupt and whether I am understanding Browse and Bridge correctly. What should the menu item “Browse” do in AA2 in my case?[snipped]I have had a reply from Adobe Technical Support. It’s not their fault, it’s mine! “To be honest we have very few customers using FAT32 drives as they have a 4gb file size limitation. You may wish to consider changing to NTSC and reformatting as at least this way your (sic) are starting with a clean machine.”So, my installation drive does not have the correct permissions (even though I am an administrator Win XP Home SP-2) and it should be formatted NTSC, not FAT32, they say. I’ve never heard such nonsense.They suggest I edit the registry to get the correct permissions but they do not tell me what keys are involved. Nowhere in the Adobe sales literature do they say you need to have your C drive formatted NTSC. I have two hard drives and two external drives and all my video and audio data is on the second hard drive (NTSC) or the external drives (NTSC). That is how it should be. There are good reasons for keeping the installation drive as FAT32. I am not happy. Also, the Bridge should install as I have Photoshop Elements 4 installed and it does recognise this as a suitable application to enable the installation of Bridge. it does have the relevant registry keys to link to it, but not the correct permissions.Any ideas on this piece of authoritarianism? It has really annoyed me.
HartPlease look at: >. This is the page offered to me by UK Customer Services. The page looks OK, but the files linked to are the OLD AA1.5 files. I’ve emailed them to advise them of the problem, until I am “blue in the face” but I can’t make them understand what is wrong.Please, put some pressure on them to sort it out.ThanksNigel Smith
Nigel,Thanks for letting me know. I’ve contacted the appropriate folks.Tony,To be honest, since Bridge is an application unto it’s own and is shared technology, I’m not sure about it’s requirements re: NTFS vs. FAT32. I do believe tech support’s comment that they rarely see FAT32 with Windows XP (I wasn’t aware you could have a system drive in FAT32 with XP). In any case, we’ll check into it.
Thanks for the update. I contacted CS and was treated very well. Adobe Store now shows all of my registrations and I just received my free benefit email.I installed 2.0 on Sunday and I am getting up to speed. So far so good!
Nigel,I’ve confirmed that the UK loopology link is now working properly.Tony,I posted on the forum, but we did confirm that everything works fine under FAT32. The most likely culprit is a bad install–try unistalling and reinstalling and if that fails give support another shot.
HartSorry to be a pain about this. I got the loopology files OK but despite extensive email contact with UK customer services for over a week, I still cannot get them to send me a link to download “the registration incentive of your choice”. They either don’t or can’t read my emails and keep ignoring my requests. Any chance you could check my registration status and send me the link privately?ThanksNigel
Got it sorted at last! Yes, it’s an installation issue. The installer has not got the permissions to alter a necessary Registry key even though I am the machine administrator. I had to go into the Registry and alter the key permissions and then uninstall and reinstall Audition 2. The details are on the Adobe Bridge Forum. I presume the permissions on that key were set when I installed Photoshop Elements 4 but they were not what the Audition installer expected to see.
Nigel,I’ve forwarded your email address on to a customer service manager to help figure out what’s going on (for you and for others who may be running into the same roadblock).Tony,Excellent, I’m glad to hear it got sorted out.
Hi Hart I have posted regarding this matter on the Audiomasters Forum, however.I have been trying to get a working link to the loopology files and the free tube compressor since I bought the upgrade 17.01.2006. There has been a long mail correspondence as well sa several telephone calls, none of which has resolved my problems. The last effort was a mail asking me to contact techhnical support. Now I hope you would agree it is not acceptable for customer support to “throw a ticket over the wall” to another group. I expect Customer support to liaise with tech. support to resolve my problems – not pass the buck and leave me to fend for myself.
Mark, I’ll see what I can do.
Hart, I just got off the phone with Tech Support and things seem to be happening now. I don’t know if it was you or the fairly clear e-mail I sent them that did it, but thanks anyway.
Hello,I ordered the download of AA 2.0. How can I receive the complimentary compressor?Thanks!Joe
You should receive an email message in the next day or two. If not, contact customer service.
Just to close this one off:I have (only in the last week!) now received links for loopology and the tube compressor, and have access to my profile with all my registrations information in place!While I am pleased that certain individuals have worked hard to try and resolve my problems, I feel that Adobe has a real Quality Assurance issue related to new releases. There needs to be far better control over links, updated scripts for customer support and beefed up 2nd line support for the important 2-3 weeks after release. They could have avoided all this aggravation with a bit better planning. Oh and it isn’t enough to get it right in America, the rest of the worls is an important market as well.If they need any help, my rates are quite reasonable
Hi and thanks for all. AA2 do not support well dvix & mpeg4 codecs. but AA 1.5 support well.and when we play sound in multitrack view an zoom in displaying sound and video AA2 to be freez or drop.
Hey whenever I open adobe audition 1.5 It loads and then it just closes. can you please help me
Hey whenever I open adobe audition 1.5 It loads and then it just closes. can you please help me————-I’ve got the same problem. The OS is Windows XP. Audition 1.5 closes after the effects are loaded and it’s up to open a new file. But, I got something out… Before I open Audition, I open the task manager and abrupt mixer.exe and a ctf.exe file, and then it works… Well, it worked… two or three times. Now, it won’t open, and I have to remove it and install it again and again, each time I wanna use it…
Hart,I bought the upgrade to 2.0 about a week ago and have been very pleased with the product itself. My problem is the total training video. Are you supposed to get a downloadable or viewable copy of the actual videos that came in the box, or just the scattered excerpts that can be found by searching around the Adobe Audition websites? I was emailed a link to something called the Total Training Video Workshop for Audition 2.0, but the link leads to the Design Center, which has nothing with that name. I called your customer service and was told that whatever was on the website was whatever Adobe intended to provide. Frankly the lady I spoke with was not helpful, and when I asked to speak with her supervisor, she hung up. I also upgraded my Premier Pro and have exactly the same problem (a link to a video but no video). I would appreciate any help, since I’m not sure what to do next. Feel free to just email me if you don’t want this to appear on the blog. I am just interested in getting the video, but I do think you have a serious customer service problem (I would be happy to give you a full account of my attempts to resolve this over the last week).Rick Dulik
Rick,I’m not sure what’s happening, but my understanding is you should have a dedicated link for the Total Training videos. I’ll check into it.–Hart
Hi,How come the Adobe Audition 2.0 Tryout doesn’t have the “activation” or “register” tab available on the tab menus?? They aren’t highlighted at all so I cannot register the Demo =(Thanks in advanceThe tryout version is a different binary than the full version. You’ll need to purchase and download the full version in order to register and activate. –Hart
Hart,Can you provide a status update on the Total Training Videos (see my previous post)?Thanks,Rick Dulik
Rick,We tracked down the URL for the tutorials here:http://www.adobe.com/designcenter/audition/articles/aud2am_newfeat.htmlThe links were moved during a reorganization of the whole site. I’m going to make another post about this now.–Hart
I have Audition 2.0. The files on the Loopology DVD are not sorted; they just seem to have a random file names. Is there an index for the loops on the DVD?Eric, there should be an installer on the Loopology DVD that will install all the loops into neat folders by genre. –Hart
I have Adobe Audition 1.5 and can’t get it to record direct from a USB mike plugged into the computer. Sound Forge records but AA 1.5 doesn’t. I have 97 Audio Codex. Do I have something adjusted wrong?Terry, you might try asking this on the user-to-user forum since I don’t have a comprehensive grasp of the USB microphones out there and what settings they require. To start, though, you should make sure that the devices set up under Options are correct. –Hart
Ok, here is one that I never could have dreamed would ever be an issue with any company much less a giant like Adobe. I purchased Audition 1.0 (upgraded from CEP2.1) back in 2003. Got the upgrade to 1.5 later on and never been happier…until last week. My computer died and now I am trying to install 1.5 back onto my new computer but don’t have the install file. I don’t want to pay $129 for 2.0 when 1.5 was everything I needed but Adobe support (after getting hung up on 2x and disconnected several times) tells me there is nothing they can do since they don’t support it anymore. Adobe support for Audition lists 1.5 as still eligible for support so what gives? The bottom-line? I am stuck with 1.0 since that is all I had archived. Can someone offer me some help?I checked into this and if you bought a download from Adobe we keep them available for re-download under your account for 3 years after the time we discontunue the version. That means it should still be listed if you log in. The policy is outlined at http://www.adobe.com/go/ba0deba2. –Hart
I downloaded Audition 2 to see how it improved on Audition 1. Liked it. ordered it in box from amazon. while waiting for delivery, my computer crashed. I’m running again, but on reinstall i get an expired trial message. I should have 3 days left, counting from day of original install. How do I keep using til the real end of 30 day trial time?
Hello Hart,I’m trying to try out Audition, but after downloading and installing the tryout version, I can’t run Audition because my evaluation period has expired. I did try 2.0 before, but this is an entirely new machine. Am I the only one this is happening to?
I just downloaded Audition 3 in the trial version.But now I’m worried if I’m going to download a new file, when I’m going to buy the program.Is it possible to register the trial version?Stephen, the trial and full versions are different installers. You’ll need to uninstall the trial and install the full version when you purchase. –Hart