I'd probably try to contact Robert Christensen or Mike Chambers about the AIR beta.
On Tue, Sep 15, 2009 at 10:47 AM, Jim Hayes <j...@primalpictures.com> wrote: > > > > Mmmm, just taken me 3/4 hour to get though after a wait of 2 weeks odd for > a reply on the "support portal" which asked me to ring. > I've been told that "AIR is a free product" and outside their remit to > provide support on my issue. > The perfectly nice guy was unable to give me any help on where to take it > from there, so I've just had to continue with the online thing. > > Well, I do support myself and appreciate the difficulties even for a small > company, but just the same... > > In case any wonderful Flexcoders people have any experience of this one, > I'll fling it out here - any ideas gratefully received! > (for what it's worth, I think it's most likely something to do with me the > SDK used for compilation (probably 3.2 but I'd need to check), but could be > very wrong there) > > On a related point - anyone know who to speak to getting to be an AIR beta > tester? > I've requested it online specifically and each time I've done the AIR > reditribution agreement - never heard anything. > In this particular case AIR was updated pretty well right on our shipping > date and I had no time to resolve it - I've I'd been testing before the > release I might have caught and fixed it first. > We normally release a disk every month or so, so it's an ongoing issue, > however. > > ---------------------------------------------------------- > > Friday, 7 August 2009 11:53:35 o'clock BST > Following the recent update to AIR runtime 1.5.2 I'm experiencing some > issues with the built in app updater on windows platforms tha > t I've not seen prior to this release. > I'm using flash.desktop.Updater.Updater.update() directly on a downloaded > .air update package. > > on windows Vista and windows 7, the update runs , but suffers a GUI freeze > and eventually needs to be forcibly stopped via task mana > ger. > The new update is actually installed, but it seems that there is some > difficulty after that, I'm guessing with removing temp files c > reated in that process. > I've attached a copy of .airappinstall.log taken after force quitting the > update installer (Which had run for twenty minutes - norma > ly it would be complete in one or two) > > on WIndows XP, everything appears to be fine, but a temp file is left in > [installDirectory]\META-INF\AIR. > This is also the case in vista/7, upon inspection this temp file contains > our publisherID. > Unfortunately, if you uninstall the application then this temp file gets > left behind, meaning a subsequent install of the applicatio > n is unable to install to the same directory unless you manually delete > this stray temp file. > > Unfortunately, when I create a very basic app to demonstrate the problem > everything seems to work fine - I only seem to be getting t > his on our somewhat larger commercial products. > > Any ideas? Where do I go from here? > > Let me know if there is any more information I can provide that would be > helpful > > Many thanks, > regards, > Jim Hayes > > > -----Original Message----- > From: flexcoders@yahoogroups.com <flexcoders%40yahoogroups.com> on behalf > of hank williams > Sent: Fri 9/11/2009 7:43 PM > To: flexcoders@yahoogroups.com <flexcoders%40yahoogroups.com> > Subject: Re: [flexcoders] Re: Is Adobe Customer Support (or worse yet > adobe) falling apart > > I have to go out now and so cant leave the phone off hook. But 1hr 15mins > with no response. I am sure it would have been many more hours. > > On Fri, Sep 11, 2009 at 1:28 PM, hank williams > <hank...@gmail.com<hank777%40gmail.com>> > wrote: > > > Starting now. I dont have 3 hours again but lets see how far we get... > > > > > > On Fri, Sep 11, 2009 at 1:19 PM, turbo_vb > > <timh...@aol.com<TimHoff%40aol.com>> > wrote: > > > >> > >> > >> US - 800-833-6687. > >> > >> > >> -TH > >> > >> --- In flexcoders@yahoogroups.com > >> <flexcoders%40yahoogroups.com><flexcoders% > 40yahoogroups.com>, hank > >> williams <hank...@...> wrote: > >> > > >> > By the way, adobe admits there is a problem, so if you got that kind > of > >> > response, I promise it is not normal. > >> > > >> > see: http://www.adobe.com/support/open_letter_to_adobe_customers/ > >> > > >> > On Fri, Sep 11, 2009 at 1:09 PM, hank williams <hank...@...> wrote: > >> > > >> > > what country are you in... and if US, what number did you dial? > >> > > > >> > > > >> > > On Fri, Sep 11, 2009 at 1:06 PM, turbo_vb <timh...@...> wrote: > >> > > > >> > >> > >> > >> > >> > >> Sounds like you're not having very good luck Hank. As an > interesting > >> > >> coincidence, I had to contact Adobe customer service today to > resolve > >> an > >> > >> issue. I just switched from PC to Mac and at the same time upgraded > >> from CS3 > >> > >> to CS4. My issue was that the upgrade wouldn't recognize my > previous > >> > >> product's serial number, because it was on a different platform. I > >> went to > >> > >> the Adobe site, clicked the support button, selected my country and > >> called > >> > >> the 800 number. They answered after 5 minutes. Pretty good compared > >> to 3 > >> > >> hours. The initial rep took my info and had to transfer me to > another > >> rep to > >> > >> resolve my issue. The second time on hold took 7 minutes. The > second > >> rep was > >> > >> able to assist me ad resolve my issue. The entire call took 22 > >> minutes; > >> > >> which for something like this is completely reasonable. Sorry that > >> you > >> > >> didn't have the same experience. But, for me, I couldn't expect any > >> better > >> > >> customer service. > >> > >> > >> > >> -TH > >> > >> > >> > >> > >> > >> --- In flexcoders@yahoogroups.com > >> > >> <flexcoders%40yahoogroups.com><flexcoders% > 40yahoogroups.com><flexcoders% > > >> 40yahoogroups.com>, hank > >> > >> williams <hank777@> wrote: > >> > >> > > >> > >> > Lets conduct an experiment. What number are you calling (we've > >> called 3 > >> > >> > times so far). > >> > >> > > >> > >> > On Fri, Sep 11, 2009 at 12:00 PM, Paul Andrews <paul@> wrote: > >> > >> > > >> > >> > > > >> > >> > > > >> > >> > > hank williams wrote: > >> > >> > > > > >> > >> > > > I wrote a blog post about this today > >> > >> > > > ( > >> > >> > http://whydoeseverythingsuck.com/2009/09/is-adobe-falling-apart.html > >> ) > >> > >> > > > > >> > >> > > > but to summarize, it appears that adobe customer service is > >> > >> > > > essentially totally unavailable. I tried several times to > reach > >> them > >> > >> > > > for an urgent issue, and the last time waited on hold for 3 > >> hours > >> > >> > > > (after which point my cordless phone ran out of steam) with > no > >> > >> answer, > >> > >> > > > just hold music. > >> > >> > > > > >> > >> > > > THREE HOURS!!!! > >> > >> > > > > >> > >> > > > They also dont respond to their support email address. > >> > >> > > > > >> > >> > > > This can't mean good things are happening at adobe. Anyone > have > >> any > >> > >> > > > insight? > >> > >> > > I can't say, but to stay on hold for three hours? It's ten > >> minutes max > >> > >> > > for me, then try again. > >> > >> > > > > >> > >> > > > Hank > >> > >> > > > -- > >> > >> > > > blog: whydoeseverythingsuck.com < > >> http://whydoeseverythingsuck.com> > >> > >> > > > >> > >> > > > >> > >> > > >> > >> > > >> > >> > > >> > >> > -- > >> > >> > blog: whydoeseverythingsuck.com > >> > >> > > >> > >> > >> > >> > >> > >> > >> > > > >> > > > >> > > > >> > > -- > >> > > blog: whydoeseverythingsuck.com > >> > > > >> > > >> > > >> > > >> > -- > >> > blog: whydoeseverythingsuck.com > >> > > >> > >> > >> > > > > > > > > -- > > blog: whydoeseverythingsuck.com > > > > -- > blog: whydoeseverythingsuck.com > > __________________________________________________________ > This communication is from Primal Pictures Ltd., a company registered in > England and Wales with registration No. 02622298 and registered office: 4th > Floor, Tennyson House, 159-165 Great Portland Street, London, W1W 5PA, UK. > VAT registration No. 648874577. > > This e-mail is confidential and may be privileged. It may be read, copied > and used only by the intended recipient. If you have received it in error, > please contact the sender immediately by return e-mail or by telephoning > +44(0)20 7637 1010. Please then delete the e-mail and do not disclose its > contents to any person. > This email has been scanned for Primal Pictures by the MessageLabs Email > Security System. > __________________________________________________________ > >
