Adobe Customer Service or lack thereof?
So, I have read many threads about the unfavorable customer support interactions that so many of us staunch users of Adobe products have had and unfortunately, I can so relate. I debated about whether adding my own experience (again) to this thread, but I am so beyond frustrated, that I hope by posting this, someone from Adobe India is reading and maybe, just maybe, the idea of accountability and actually providing customer service might start percolating. Last week, what should been an easy 15 minute upgrade from Adobe Acrobat 9 to Adobe Acrobat X turned into a 2 hour nightmare. The issue is a known issue when upgrading from CS versions, but there is a weird take on it for Adobe Acrobat X. The issue and its resolution, which is not simple and requires heavy interaction from Adobe Support to resolve, is posted on the Adobe Forums. Although the resolution is presented as Adobe being aware of it and knowing what to do, this understanding of how to do achieve this resolution obviously limited to a few support agents. After begging and pleading for over 2 hours, I finally got the agent to figure out what needed to be done to resolve my issue. (Initially, the agent was insisting that my issue could not be resolved and I had to provide him the link from Adobe's site that indicated that yes, Adobe was indeed aware of the situation and could provide a resolution.) So, this week, the issue, which I thought had been resolved, reared its ugly head again. At 6:40 MDT on Friday night, I promptly logged onto Adobe's site for support and see this message: Sorry we missed you! Chat is available 24 hours a day, Monday-Friday PST. Uh, OK. Let's see - it's 6:40 MDT, which makes it 5:40 PDT and no chat agent is available, yet supposedly, Adobe should be open until midnight! And, at 6:21 am this morning, which makes it 5:21 am on the West Coast, I still see this message. So evidently, 24 hours a day M through F really doesn't mean that? So, I went all weekend w/out being able to use a purchased and licensed version of an Adobe product because although support SHOULD be available through midnight Monday through Friday according to the Adobe website, evidently, that's just a teaser. And now, w/ a large day of deadlines looming for me, and wanting to get an early start to resolve this issue, I still can't. I guess as the only player in town for certain arenas, Adobe knows that they hold all the cards and really don't have to be accountable to customers and/or care about customer service. The absolute frustration that I, and so many of you have experienced, appears to be par for the course in their approach to doing business. Unreal . . . So, I guess I can wait with baited breath to see when Adobe really opens for customer service and what 24 hours a day, Monday-Friday PST really means to them. TVB ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
Re: Adobe Customer Service or lack thereof?
Most large companies these days have full time listening posts on Facebook, Twitter, LinkedIn and other social media to monitor likes and dislikes from users because they carry more weight with other users than advertising. Start posting and tweeting your complaints... and we'll see if that wakes anyone up. Art Campbell art.campb...@gmail.com ... In my opinion, there's nothing in this world beats a '52 Vincent and a redheaded girl. -- Richard Thompson No disclaimers apply. DoD 358 I support www.TheGrotonLine.com, hyperlocal news for Groton MA. On Mon, Aug 20, 2012 at 8:30 AM, Tammy Van Boening tamm...@spectrumwritingllc.com wrote: ** So, I have read many threads about the unfavorable customer support interactions that so many of us staunch users of Adobe products have had and unfortunately, I can so relate. I debated about whether adding my own experience (again) to this thread, but I am so beyond frustrated, that I hope by posting this, someone from Adobe India is reading and maybe, just maybe, the idea of accountability and actually providing customer service might start percolating. Last week, what should been an easy 15 minute upgrade from Adobe Acrobat 9 to Adobe Acrobat X turned into a 2 hour nightmare. The issue is a known issue when upgrading from CS versions, but there is a weird take on it for Adobe Acrobat X. The issue and its resolution, which is not simple and requires heavy interaction from Adobe Support to resolve, is posted on the Adobe Forums. Although the resolution is presented as Adobe beingaware of it and know ing what to do, this understanding of how to do achieve this resolutionobviously limited to a few support agents. After begging and pleading for over 2 hours, I finally got the agent to figure out what needed to be done to resolve my issue. (Initially, the agent was insisting that my issue could not be resolved and I had to provide him the link from Adobe's site that indicated that yes, Adobe was indeed aware of the situation and could provide a resolution.) So, this week, the issue, which I thought had been resolved, reared its ugly head again. At 6:40 MDT on Friday night, I promptly logged onto Adobe's site for support and see this message: Sorry we missed you! Chat is available 24 hours a day, Monday-Friday PST. Uh, OK. Let's see - it's 6:40 MDT, which makes it 5:40 PDT and no chat agent is available, yet supposedly, Adobe should be open until midnight! And, at 6:21 am this morning, which makes it 5:21 am on the West Coast, I still see this message. So evidently, 24 hours a day M through F really doesn't mean that? So, I went all weekend w/out being able to use a purchased and licensed version of an Adobe product because although support SHOULD be available through midnight Monday through Friday according to the Adobe website, evidently, that's just a teaser. And now, w/ a large day of deadlines looming for me, and wanting to get an early start to resolve this issue, I still can't. I guess as the only player in town for certain arenas, Adobe knows that they hold all the cards and really don't have to be accountable to customers and/or care about customer service. The absolute frustration that I, and so many of you have experienced, appears to be par for the course in their approach to doing business. Unreal . . . So, I guess I can wait with baited breath to see when Adobe really opens for customer service and what 24 hours a day, Monday-Friday PST really means to them. TVB ___ You are currently subscribed to framers as art.campb...@gmail.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/art.campbell%40gmail.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info. ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
RE: Adobe Customer Service or lack thereof?
Thanks Art. Good idea. I will definitely follow this advice. TVB From: Art Campbell [mailto:art.campb...@gmail.com] Sent: Monday, August 20, 2012 7:22 AM To: Tammy Van Boening Cc: framers@lists.frameusers.com Subject: Re: Adobe Customer Service or lack thereof? Most large companies these days have full time listening posts on Facebook, Twitter, LinkedIn and other social media to monitor likes and dislikes from users because they carry more weight with other users than advertising. Start posting and tweeting your complaints... and we'll see if that wakes anyone up. Art Campbell art.campb...@gmail.com ... In my opinion, there's nothing in this world beats a '52 Vincent and a redheaded girl. -- Richard Thompson No disclaimers apply. DoD 358 I support www.TheGrotonLine.com, hyperlocal news for Groton MA. On Mon, Aug 20, 2012 at 8:30 AM, Tammy Van Boening tamm...@spectrumwritingllc.com wrote: So, I have read many threads about the unfavorable customer support interactions that so many of us staunch users of Adobe products have had and unfortunately, I can so relate. I debated about whether adding my own experience (again) to this thread, but I am so beyond frustrated, that I hope by posting this, someone from Adobe India is reading and maybe, just maybe, the idea of accountability and actually providing customer service might start percolating. Last week, what should been an easy 15 minute upgrade from Adobe Acrobat 9 to Adobe Acrobat X turned into a 2 hour nightmare. The issue is a known issue when upgrading from CS versions, but there is a weird take on it for Adobe Acrobat X. The issue and its resolution, which is not simple and requires heavy interaction from Adobe Support to resolve, is posted on the Adobe Forums. Although the resolution is presented as Adobe being aware of it and knowing what to do, this understanding of how to do achieve this resolution obviously limited to a few support agents. After begging and pleading for over 2 hours, I finally got the agent to figure out what needed to be done to resolve my issue. (Initially, the agent was insisting that my issue could not be resolved and I had to provide him the link from Adobe's site that indicated that yes, Adobe was indeed aware of the situation and could provide a resolution.) So, this week, the issue, which I thought had been resolved, reared its ugly head again. At 6:40 MDT on Friday night, I promptly logged onto Adobe's site for support and see this message: Sorry we missed you! Chat is available 24 hours a day, Monday-Friday PST. Uh, OK. Let's see - it's 6:40 MDT, which makes it 5:40 PDT and no chat agent is available, yet supposedly, Adobe should be open until midnight! And, at 6:21 am this morning, which makes it 5:21 am on the West Coast, I still see this message. So evidently, 24 hours a day M through F really doesn't mean that? So, I went all weekend w/out being able to use a purchased and licensed version of an Adobe product because although support SHOULD be available through midnight Monday through Friday according to the Adobe website, evidently, that's just a teaser. And now, w/ a large day of deadlines looming for me, and wanting to get an early start to resolve this issue, I still can't. I guess as the only player in town for certain arenas, Adobe knows that they hold all the cards and really don't have to be accountable to customers and/or care about customer service. The absolute frustration that I, and so many of you have experienced, appears to be par for the course in their approach to doing business. Unreal . . . So, I guess I can wait with baited breath to see when Adobe really opens for customer service and what 24 hours a day, Monday-Friday PST really means to them. TVB ___ You are currently subscribed to framers as art.campb...@gmail.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/art.campbell%40gmail.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info. ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
FNTCACHE.DAT missing
I used to delete FNTCACHE.DAT to help prevent FrameMaker from crashing, but ever since I switched computers I can't find the file. I search the entire C drive and nothing shows up. I have hidden files and operating system files visible. I'm using a Windows 7 64-bit computer. Any ideas? -- Regards, Shmuel Wolfson Technical Writer 052-763-7133 ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
Free vendor agnostic webinar Sept 26 9am Pac
Selecting New Tools Webinar 26 September 2012 9am Pac In September, I'm giving a free webinar that goes over the information how to select a new tool(s). While I can't tell you what's right for you, I can tell you how to conduct the Needs Analysis on your own. It's not a mysterious process and you can do it for your workplace if you are thinking that new tools are the right solution for you. Seats are limited and they are going to go fast. If you're involved in technical communication, content development, or marketing content, this webinar should be of value to you. Click here to sign up https://www4.gotomeeting.com/register/871640799 and I'll see you in September! You can also copy and paste this link: https://www4.gotomeeting.com/register/871640799 If the time or date doesn't work for you, I'll record the webinar. If you want to get the link to the recording the next day, also sign up. sharon Sharon Burton Content Strategy Consultant 951-369-8590 New book 8 Steps to Amazing Webinars available on Amazon and BN.com http://www.sharonburton.com/ www.sharonburton.com IM: sharonvbur...@yahoo.com Twitter: http://twitter.com/#!/sharonburton sharonburton http://www.linkedin.com/in/sharonvburton http://www.linkedin.com/in/sharonvburton ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
Re: FNTCACHE.DAT missing
For me, also on Windows 7 64-bit, FNTCACHE.DAT is located at \windows\system32. I know that there was a Microsoft hotfix issued to fix a fntcache.dat problem in earlier Windows versions, but I thought the hotfix was rolled into Windows 7, making any regular deletion of the file unnecessary. I also seem to recall a few times when Windows 7 search didn't find files for me that were definitely there. Mike Wickham On 8/20/2012 10:35 AM, Shmuel Wolfson wrote: I used to delete FNTCACHE.DAT to help prevent FrameMaker from crashing, but ever since I switched computers I can't find the file. I search the entire C drive and nothing shows up. I have hidden files and operating system files visible. I'm using a Windows 7 64-bit computer. Any ideas? ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
Problems comparing large books: due to memory issues--or what?
I have been comparing several FM books (specs bound for ISO) that are large with lots of docs that contain many referenced Visio's and text insets. I have converted the text insets (MIFs full of tables) to text so table entries will compare. But the compare function is not consistently working. I either get a FM crash, an incomplete number of CMP files (missing CMP files when I know the file changed), or just plain incorrect CMP files (CMP file just mimics previous version). I do not need the Visio's to compare, but I do need table text to compare (show what's deleted/added). I am looking to memory as a cause, and will try to compare some more after closing all other programs and functions, but I thought I'd check the list to see if anybody has experience with this. Normally I don't do book compares, but we are starting a new version of our spec, and reviewers have asked to see all changes indicated specifically--not just with change bars. Thank you in advance! PS: I have 3GB of memory, 32-bit operating system. PPS: I have thought to compare PDFs, but I fear the markup would be horrendous and useless. Marilyn Marilyn Fausset Senior Technical Writer Storage Networking Industry Association www.snia.orghttp://www.snia.org/ ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
RE: Problems comparing large books: due to memory issues--or what?
You don't say which version of FrameMaker you are using, but I can tell you that in ever version of FrameMaker I have used on a daily basis (5.5.6 through 8.0), the compare documents feature has had some *significant* shortcomings. And I'm sure you aren't going to welcome the news, but comparing tabular content has always been the weakest aspect of an already weak feature. Sometimes (on rare occasions, in my experience...), Frame will figure out what has changed inside a table, but most of the time it simply marks the whole table object as having been changed, which is basically useless. It's easy to understand why it might throw up its figurative hands when the number or arrangement of cells is different between two tables, but why it chokes when the tables are identically laid out and nearly identical in content is beyond me. Of course it's possible that some of this has been improved in FM9 or FM10. But I don't know about that because I'm stuck on FM8 for the time being. (I have a hard requirement to maintain backwards compatibilty with a team who are using the last version of FrameMaker for Solaris (7.0), and our corporate software licensing folks really, really don't like it when you try to have two different versions of the same tool on your system.) -Fred Ridder From: marilyn.faus...@snia.org To: framers@lists.frameusers.com Date: Mon, 20 Aug 2012 18:36:59 + Subject: Problems comparing large books: due to memory issues--or what? I have been comparing several FM books (specs bound for ISO) that are large with lots of docs that contain many referenced Visio's and text insets. I have converted the text insets (MIFs full of tables) to text so table entries will compare. But the compare function is not consistently working. I either get a FM crash, an incomplete number of CMP files (missing CMP files when I know the file changed), or just plain incorrect CMP files (CMP file just mimics previous version). I do not need the Visio's to compare, but I do need table text to compare (show what's deleted/added). I am looking to memory as a cause, and will try to compare some more after closing all other programs and functions, but I thought I'd check the list to see if anybody has experience with this. Normally I don't do book compares, but we are starting a new version of our spec, and reviewers have asked to see all changes indicated specifically--not just with change bars. Thank you in advance! PS: I have 3GB of memory, 32-bit operating system. PPS: I have thought to compare PDFs, but I fear the markup would be horrendous and useless. Marilyn Marilyn Fausset Senior Technical Writer Storage Networking Industry Association www.snia.org ___ You are currently subscribed to framers as docu...@hotmail.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/docudoc%40hotmail.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info. ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
Re: Problems comparing large books: due to memory issues--or what?
On 20/08/2012 2:36 PM, Fausset, Marilyn wrote: I have been comparing several FM books (specs bound for ISO) that are large with lots of docs that contain many referenced Visio's and text insets. I have converted the text insets (MIFs full of tables) to text so table entries will compare. But the compare function is not consistently working. I either get a FM crash, an incomplete number of CMP files (missing CMP files when I know the file changed), or just plain incorrect CMP files (CMP file just mimics previous version). I do not need the Visio's to compare, but I do need table text to compare (show what's deleted/added). I am looking to memory as a cause, ... Marilyn, Since you don't need to compare the Visio's (which I assume are treated as graphics), you could try turning off display of graphics in both files (View Options Show Graphics [I think -- going by memory, but the shortcut is Alt+V, o, Alt+I]) before trying the compare. HTH, -- Stuart Rogers Technical Communicator Phoenix Geophysics Limited 3781 Victoria Park Avenue, Unit 3 Toronto, ON, Canada M1W 3K5 +1 (416) 491-7340 x 325 http://www.phoenix-geophysics.com ___ You are currently subscribed to framers as arch...@mail-archive.com. Send list messages to framers@lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscr...@lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/archive%40mail-archive.com Send administrative questions to listad...@frameusers.com. Visit http://www.frameusers.com/ for more resources and info.
Adobe Customer Service or lack thereof?
So, I have read many threads about the unfavorable customer support interactions that so many of us staunch users of Adobe products have had and unfortunately, I can so relate. I debated about whether adding my own experience (again) to this thread, but I am so beyond frustrated, that I hope by posting this, someone from Adobe India is reading and maybe, just maybe, the idea of accountability and actually providing customer service might start percolating. Last week, what should been an easy 15 minute upgrade from Adobe Acrobat 9 to Adobe Acrobat X turned into a 2 hour nightmare. The issue is a known issue when upgrading from CS versions, but there is a weird take on it for Adobe Acrobat X. The issue and its resolution, which is not simple and requires heavy interaction from Adobe Support to resolve, is posted on the Adobe Forums. Although the resolution is presented as Adobe being aware of it and knowing what to do, this understanding of how to do achieve this resolution obviously limited to a few support agents. After begging and pleading for over 2 hours, I finally got the agent to figure out what needed to be done to resolve my issue. (Initially, the agent was insisting that my issue could not be resolved and I had to provide him the link from Adobe's site that indicated that yes, Adobe was indeed aware of the situation and could provide a resolution.) So, this week, the issue, which I thought had been resolved, reared its ugly head again. At 6:40 MDT on Friday night, I promptly logged onto Adobe's site for support and see this message: "Sorry we missed you! Chat is available 24 hours a day, Monday-Friday PST." Uh, OK. Let's see - it's 6:40 MDT, which makes it 5:40 PDT and no chat agent is available, yet supposedly, Adobe should be open until midnight! And, at 6:21 am this morning, which makes it 5:21 am on the West Coast, I still see this message. So evidently, 24 hours a day M through F really doesn't mean that? So, I went all weekend w/out being able to use a purchased and licensed version of an Adobe product because although support SHOULD be available through midnight Monday through Friday according to the Adobe website, evidently, that's just a teaser. And now, w/ a large day of deadlines looming for me, and wanting to get an early start to resolve this issue, I still can't. I guess as the only player in town for certain arenas, Adobe knows that they hold all the cards and really don't have to be accountable to customers and/or care about customer service. The absolute frustration that I, and so many of you have experienced, appears to be "par for the course" in their approach to doing business. Unreal . . . So, I guess I can wait with baited breath to see when Adobe really opens for customer service and what " 24 hours a day, Monday-Friday PST" really means to them. TVB -- next part -- An HTML attachment was scrubbed... URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/580aed4d/attachment.html>
Adobe Customer Service or lack thereof?
Most large companies these days have full time listening posts on Facebook, Twitter, LinkedIn and other social media to monitor "likes" and "dislikes" from users because they carry more weight with other users than advertising. Start posting and tweeting your complaints... and we'll see if that wakes anyone up. Art Campbell art.campbell at gmail.com "... In my opinion, there's nothing in this world beats a '52 Vincent and a redheaded girl." -- Richard Thompson No disclaimers apply. DoD 358 I support www.TheGrotonLine.com, hyperlocal news for Groton MA. On Mon, Aug 20, 2012 at 8:30 AM, Tammy Van Boening < tammyvb at spectrumwritingllc.com> wrote: > ** > > So, I have read many threads about the unfavorable customer support > interactions that so many of us staunch users of Adobe products have had > and unfortunately, I can so relate. I debated about whether adding my own > experience (again) to this thread, but I am so beyond frustrated, that I > hope by posting this, someone from Adobe India is reading and maybe, just > maybe, the idea of accountability and actually providing customer service > might start percolating. > > Last week, what should been an easy 15 minute upgrade from Adobe Acrobat > 9 to Adobe Acrobat X turned into a 2 hour nightmare. The issue is a known > issue when upgrading from CS versions, but there is a weird take on it for > Adobe Acrobat X. The issue and its resolution, which is not simple and > requires heavy interaction from Adobe Support to resolve, is posted on > the Adobe Forums. Although the resolution is presented as Adobe beingaware > of it and know > ing what to do, this understanding of how to do achieve this > resolutionobviously limited to a few support agents. After begging and > pleading for > over 2 hours, I finally got the agent to figure out what needed to be done > to resolve my issue. (Initially, the agent was insisting that my issue > could not be resolved and I had to provide him the link from Adobe's site > that indicated that yes, Adobe was indeed aware of the situation and > could provide a resolution.) > > So, this week, the issue, which I thought had been resolved, reared its > ugly head again. At 6:40 MDT on Friday night, I promptly logged onto > Adobe's site for support and see this message: "Sorry we missed you! Chat > is available 24 hours a day, Monday-Friday PST." Uh, OK. Let's see - it's > 6:40 MDT, which makes it 5:40 PDT and no chat agent is available, yet > supposedly, Adobe should be open until midnight! And, at 6:21 am this > morning, which makes it 5:21 am on the West Coast, I still see this > message. So evidently, 24 hours a day M through F really doesn't mean > that? So, I went all weekend w/out being able to use a purchased and > licensed version of an Adobe product because although support SHOULD be > available through midnight Monday through Friday according to the Adobe > website, evidently, that's just a teaser. And now, w/ a large day of > deadlines looming for me, and wanting to get an early start to resolve this > issue, > I still can't. > > I guess as the only player in town for certain arenas, Adobe knows that > they hold all the cards and really don't have to be accountable to > customers and/or care about customer service. The absolute frustration > that I, and so many of you have experienced, appears to be "par for the > course" in their approach to doing business. Unreal . . . > > So, I guess I can wait with baited breath to see when Adobe really opens > for customer service and what " 24 hours a day, Monday-Friday PST" really > means to them. > > TVB > > > ___ > > > You are currently subscribed to framers as art.campbell at gmail.com. > > Send list messages to framers at lists.frameusers.com. > > To unsubscribe send a blank email to > framers-unsubscribe at lists.frameusers.com > or visit > http://lists.frameusers.com/mailman/options/framers/art.campbell%40gmail.com > > Send administrative questions to listadmin at frameusers.com. Visit > http://www.frameusers.com/ for more resources and info. > > -- next part -- An HTML attachment was scrubbed... URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/f34daa06/attachment.html>
Adobe Customer Service or lack thereof?
Thanks Art. Good idea. I will definitely follow this advice. TVB From: Art Campbell [mailto:art.campb...@gmail.com] Sent: Monday, August 20, 2012 7:22 AM To: Tammy Van Boening Cc: framers at lists.frameusers.com Subject: Re: Adobe Customer Service or lack thereof? Most large companies these days have full time listening posts on Facebook, Twitter, LinkedIn and other social media to monitor "likes" and "dislikes" from users because they carry more weight with other users than advertising. Start posting and tweeting your complaints... and we'll see if that wakes anyone up. Art Campbell art.campbell at gmail.com "... In my opinion, there's nothing in this world beats a '52 Vincent and a redheaded girl." -- Richard Thompson No disclaimers apply. DoD 358 I support www.TheGrotonLine.com, hyperlocal news for Groton MA. On Mon, Aug 20, 2012 at 8:30 AM, Tammy Van Boening wrote: So, I have read many threads about the unfavorable customer support interactions that so many of us staunch users of Adobe products have had and unfortunately, I can so relate. I debated about whether adding my own experience (again) to this thread, but I am so beyond frustrated, that I hope by posting this, someone from Adobe India is reading and maybe, just maybe, the idea of accountability and actually providing customer service might start percolating. Last week, what should been an easy 15 minute upgrade from Adobe Acrobat 9 to Adobe Acrobat X turned into a 2 hour nightmare. The issue is a known issue when upgrading from CS versions, but there is a weird take on it for Adobe Acrobat X. The issue and its resolution, which is not simple and requires heavy interaction from Adobe Support to resolve, is posted on the Adobe Forums. Although the resolution is presented as Adobe being aware of it and knowing what to do, this understanding of how to do achieve this resolution obviously limited to a few support agents. After begging and pleading for over 2 hours, I finally got the agent to figure out what needed to be done to resolve my issue. (Initially, the agent was insisting that my issue could not be resolved and I had to provide him the link from Adobe's site that indicated that yes, Adobe was indeed aware of the situation and could provide a resolution.) So, this week, the issue, which I thought had been resolved, reared its ugly head again. At 6:40 MDT on Friday night, I promptly logged onto Adobe's site for support and see this message: "Sorry we missed you! Chat is available 24 hours a day, Monday-Friday PST." Uh, OK. Let's see - it's 6:40 MDT, which makes it 5:40 PDT and no chat agent is available, yet supposedly, Adobe should be open until midnight! And, at 6:21 am this morning, which makes it 5:21 am on the West Coast, I still see this message. So evidently, 24 hours a day M through F really doesn't mean that? So, I went all weekend w/out being able to use a purchased and licensed version of an Adobe product because although support SHOULD be available through midnight Monday through Friday according to the Adobe website, evidently, that's just a teaser. And now, w/ a large day of deadlines looming for me, and wanting to get an early start to resolve this issue, I still can't. I guess as the only player in town for certain arenas, Adobe knows that they hold all the cards and really don't have to be accountable to customers and/or care about customer service. The absolute frustration that I, and so many of you have experienced, appears to be "par for the course" in their approach to doing business. Unreal . . . So, I guess I can wait with baited breath to see when Adobe really opens for customer service and what " 24 hours a day, Monday-Friday PST" really means to them. TVB ___ You are currently subscribed to framers as art.campbell at gmail.com. Send list messages to framers at lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscribe at lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/art.campbell%40gmail.com Send administrative questions to listadmin at frameusers.com. Visit http://www.frameusers.com/ for more resources and info. -- next part -- An HTML attachment was scrubbed... URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/a1f58918/attachment.html>
FNTCACHE.DAT missing
I used to delete FNTCACHE.DAT to help prevent FrameMaker from crashing, but ever since I switched computers I can't find the file. I search the entire C drive and nothing shows up. I have hidden files and operating system files visible. I'm using a Windows 7 64-bit computer. Any ideas? -- Regards, Shmuel Wolfson Technical Writer 052-763-7133
Free vendor agnostic webinar Sept 26 9am Pac
Selecting New Tools Webinar 26 September 2012 9am Pac In September, I'm giving a free webinar that goes over the information how to select a new tool(s). While I can't tell you what's right for you, I can tell you how to conduct the Needs Analysis on your own. It's not a mysterious process and you can do it for your workplace if you are thinking that new tools are the right solution for you. Seats are limited and they are going to go fast. If you're involved in technical communication, content development, or marketing content, this webinar should be of value to you. Click here to sign up <https://www4.gotomeeting.com/register/871640799> and I'll see you in September! You can also copy and paste this link: https://www4.gotomeeting.com/register/871640799 If the time or date doesn't work for you, I'll record the webinar. If you want to get the link to the recording the next day, also sign up. sharon Sharon Burton Content Strategy Consultant 951-369-8590 New book "8 Steps to Amazing Webinars" available on Amazon and BN.com <http://www.sharonburton.com/> www.sharonburton.com IM: sharonvburton at yahoo.com Twitter: <http://twitter.com/#!/sharonburton> sharonburton <http://www.linkedin.com/in/sharonvburton> http://www.linkedin.com/in/sharonvburton -- next part -- An HTML attachment was scrubbed... URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/472029b3/attachment.html>
FNTCACHE.DAT missing
For me, also on Windows 7 64-bit, FNTCACHE.DAT is located at \windows\system32. I know that there was a Microsoft hotfix issued to fix a fntcache.dat problem in earlier Windows versions, but I thought the hotfix was rolled into Windows 7, making any regular deletion of the file unnecessary. I also seem to recall a few times when Windows 7 search didn't find files for me that were definitely there. Mike Wickham On 8/20/2012 10:35 AM, Shmuel Wolfson wrote: > I used to delete FNTCACHE.DAT to help prevent FrameMaker from > crashing, but ever since I switched computers I can't find the file. I > search the entire C drive and nothing shows up. I have hidden files > and operating system files visible. I'm using a Windows 7 64-bit > computer. > > Any ideas? >
Problems comparing large books: due to memory issues--or what?
I have been comparing several FM books (specs bound for ISO) that are large with lots of docs that contain many referenced Visio's and text insets. I have converted the text insets (MIFs full of tables) to text so table entries will compare. But the compare function is not consistently working. I either get a FM crash, an incomplete number of CMP files (missing CMP files when I know the file changed), or just plain incorrect CMP files (CMP file just mimics previous version). I do not need the Visio's to compare, but I do need table text to compare (show what's deleted/added). I am looking to memory as a cause, and will try to compare some more after closing all other programs and functions, but I thought I'd check the list to see if anybody has experience with this. Normally I don't do book compares, but we are starting a new version of our spec, and reviewers have asked to see all changes indicated specifically--not just with change bars. Thank you in advance! PS: I have 3GB of memory, 32-bit operating system. PPS: I have thought to compare PDFs, but I fear the markup would be horrendous and useless. Marilyn Marilyn Fausset Senior Technical Writer Storage Networking Industry Association www.snia.org<http://www.snia.org/> -- next part -- An HTML attachment was scrubbed... URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/56db2b8a/attachment.html>
Problems comparing large books: due to memory issues--or what?
You don't say which version of FrameMaker you are using, but I can tell you that in ever version of FrameMaker I have used on a daily basis (5.5.6 through 8.0), the compare documents feature has had some *significant* shortcomings. And I'm sure you aren't going to welcome the news, but comparing tabular content has always been the weakest aspect of an already weak feature. Sometimes (on rare occasions, in my experience...), Frame will figure out what has changed inside a table, but most of the time it simply marks the whole table object as having been changed, which is basically useless. It's easy to understand why it might throw up its figurative hands when the number or arrangement of cells is different between two tables, but why it chokes when the tables are identically laid out and nearly identical in content is beyond me. Of course it's possible that some of this has been improved in FM9 or FM10. But I don't know about that because I'm stuck on FM8 for the time being. (I have a hard requirement to maintain backwards compatibilty with a team who are using the last version of FrameMaker for Solaris (7.0), and our corporate software licensing folks really, really don't like it when you try to have two different versions of the same tool on your system.) -Fred Ridder From: marilyn.faus...@snia.org To: framers at lists.frameusers.com Date: Mon, 20 Aug 2012 18:36:59 + Subject: Problems comparing large books: due to memory issues--or what? I have been comparing several FM books (specs bound for ISO) that are large with lots of docs that contain many referenced Visio's and text insets. I have converted the text insets (MIFs full of tables) to text so table entries will compare. But the compare function is not consistently working. I either get a FM crash, an incomplete number of CMP files (missing CMP files when I know the file changed), or just plain incorrect CMP files (CMP file just mimics previous version). I do not need the Visio's to compare, but I do need table text to compare (show what's deleted/added). I am looking to memory as a cause, and will try to compare some more after closing all other programs and functions, but I thought I'd check the list to see if anybody has experience with this. Normally I don't do book compares, but we are starting a new version of our spec, and reviewers have asked to see all changes indicated specifically--not just with change bars. Thank you in advance! PS: I have 3GB of memory, 32-bit operating system. PPS: I have thought to compare PDFs, but I fear the markup would be horrendous and useless. Marilyn Marilyn Fausset Senior Technical Writer Storage Networking Industry Association www.snia.org ___ You are currently subscribed to framers as DocuDoc at hotmail.com. Send list messages to framers at lists.frameusers.com. To unsubscribe send a blank email to framers-unsubscribe at lists.frameusers.com or visit http://lists.frameusers.com/mailman/options/framers/docudoc%40hotmail.com Send administrative questions to listadmin at frameusers.com. Visit http://www.frameusers.com/ for more resources and info. -- next part -- An HTML attachment was scrubbed... URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/c36b0a7a/attachment.html>
Problems comparing large books: due to memory issues--or what?
On 20/08/2012 2:36 PM, Fausset, Marilyn wrote: > I have been comparing several FM books (specs bound for ISO) that are > large with lots of docs that contain many referenced Visio's and text > insets. I have converted the text insets (MIFs full of tables) to text > so table entries will compare. But the compare function is not > consistently working. I either get a FM crash, an incomplete number of > CMP files (missing CMP files when I know the file changed), or just > plain incorrect CMP files (CMP file just mimics previous version). I do > not need the Visio's to compare, but I do need table text to compare > (show what's deleted/added). > > I am looking to memory as a cause, ... Marilyn, Since you don't need to compare the Visio's (which I assume are treated as graphics), you could try turning off display of graphics in both files (View > Options > Show Graphics [I think -- going by memory, but the shortcut is Alt+V, o, Alt+I]) before trying the compare. HTH, -- Stuart Rogers Technical Communicator Phoenix Geophysics Limited 3781 Victoria Park Avenue, Unit 3 Toronto, ON, Canada M1W 3K5 +1 (416) 491-7340 x 325 http://www.phoenix-geophysics.com
How to reset Frame's Default Configuration
I inadvertently converted my user variables to text in one of my documents. I luckily had a another copy of the document stored elsewhere so I simply replaced my document. Unfortunately, I am still unable to edit user variables. It seems that this dumb change I made was to FrameMaker (version 9, p255) and not to the actual document. I looked in the maker.ini file to see if there was a setting I could change and revert back to its original configuration but I didn't see anything related to variables. I also tried replacing the maker.ini file with a backup but that didn't work either. I did find a setting for variables in the mif2rtf.ini file , and changed it to ConvertVariables=No but again, that didn't change anything. I then completely uninstalled FrameMaker and reinstalled it but it is still keeping my original configuration and will not let me edit my user variables. Does anyone know how I can reset Frame to its original default configuration or at least get the option to edit my user variables back? Thanks. Lynn Thomas | Manager, Course Development phone & fax +1.317.715.8614 | lynn.thomas at inin.com Interactive Intelligence Deliberately Innovative www.inin.com<http://www.inin.com/> [Description: Description: Description: Description: Description: cid:image001.png at 01CC50F6.539B5F10]<http://www.inin.com/facebook>[Description: Description: Description: Description: Description: cid:image003.png at 01CC50F6.539B5F10]<http://www.inin.com/twitter>[Description: Description: Description: Description: Description: cid:image005.png at 01CC50F7.5FF508A0]<http://www.inin.com/linkedin>[Description: Description: Description: Description: Description: cid:image004.png at 01CC5106.F5DCBE80]<http://www.inin.com/youtube>[Description: Description: Description: Description: Description: cid:image010.png at 01CC5106.53AC34B0]<http://www.inin.com/Pages/Blogs.aspx> -- next part -- An HTML attachment was scrubbed... URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/20d0a22e/attachment.html> -- next part -- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 3992 bytes Desc: image001.png URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/20d0a22e/attachment.png> -- next part -- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 4127 bytes Desc: image002.png URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/20d0a22e/attachment-0001.png> -- next part -- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 3941 bytes Desc: image003.png URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/20d0a22e/attachment-0002.png> -- next part -- A non-text attachment was scrubbed... Name: image004.png Type: image/png Size: 1506 bytes Desc: image004.png URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/20d0a22e/attachment-0003.png> -- next part -- A non-text attachment was scrubbed... Name: image005.png Type: image/png Size: 1124 bytes Desc: image005.png URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/20d0a22e/attachment-0004.png>
framers Digest, Vol 82, Issue 15
Using FrameMaker 10 I have a book that has 3 Appendixes, the first of which is 11" x 17". When I insert this into the book file and select Update Book... from the Edit menu, the page size for the entire book goes to 11" x 17", which is obviously not what I want. Any thoughts Sue Ahrenhold
Running H/F "Looking Backwards" or "Current open para"
Hi, all--FM8 Unstructured on Win7. GOAL: Trying to use a Running H/F to show readers the "major step" in which they are *currently* working. ISSUE: The Running H/F picks up the first major step para on the current page, *NOT* the major step in which they are working. EXAMPLE: User began step "20.5" several pages earlier, and he or she is currently viewing the final step, "20.5.h", with step "20.6" appearing next para down on the page. The Running H/F shows "20.6" because that is the first para of type "step" to appear on the page; *BUT* I want it to show the *most-recent, current* "step" number: "20.5". I suspect this is not possible in unstructured FM 8 Thanks, if you got a method! David
PDF Printing Issues in FrameMaker 11
We just downloaded FrameMaker 11. We are having problems saving documents as a PDF (whether it is our network or the desktop). We have 1 book file and then 12 fm files. We tried printing the book (which is what we usually do) and save it as a PDF (we did this in FM 8 because this process ensured that the bookmarks would work. FM 8 had problems generating working links if you tried to save the document as a PDF). We've tried just saving our book and files as a PDF but that has not worked either. Has anyone else had this issue? We've tried working with Adobe but they didn't really provide much help. [cid:image001.jpg at 01CD7EF1.D22F0F50]<http://www.thieletech.com/> Connect with us: [cid:image002.jpg at 01CD7EF1.D22F0F50] <https://www.facebook.com/pages/Thiele-Technologies/192440714114995> [cid:image003.jpg at 01CD7EF1.D22F0F50] <http://www.linkedin.com/company/thiele-technologies> [cid:image004.jpg at 01CD7EF1.D22F0F50] <http://www.youtube.com/user/ThieleTech> Salome Abungu Technical Writer Engineering Services Dept. 315 27th Avenue, NE Minneapolis, MN 55418 P: +1 612.782.3617 F: +1 612.782.1203 www.thieletech.com<http://www.thieletech.com/> -- next part -- An HTML attachment was scrubbed... URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/a1e26fb8/attachment.html> -- next part -- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 2454 bytes Desc: image001.jpg URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/a1e26fb8/attachment.jpg> -- next part -- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 814 bytes Desc: image002.jpg URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/a1e26fb8/attachment-0001.jpg> -- next part -- A non-text attachment was scrubbed... Name: image003.jpg Type: image/jpeg Size: 820 bytes Desc: image003.jpg URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/a1e26fb8/attachment-0002.jpg> -- next part -- A non-text attachment was scrubbed... Name: image004.jpg Type: image/jpeg Size: 1044 bytes Desc: image004.jpg URL: <http://lists.frameusers.com/pipermail/framers/attachments/20120820/a1e26fb8/attachment-0003.jpg>
