Late last month I did a post on my ongoing problems with Adobe and the Creative Cloud software and apps. I sometimes find Photoshop unreliable, as well as Bridge. I've also had numerous crashes with the Creative Cloud app too. There were a lot of good comments on my piece, and I also attracted some of the good folks at Adobe who were anxious to weigh in on my experience, which I welcomed.I first heard from Mark Little, a Senior Product Manager at Adobe. He suggested a conference call with some of the support team, and I readily accepted. First thing we looked at was an old install of Bridge which I had uninstalled and it could not be eliminated from my Mac Pro. The call included support people who suggested I try some things, and they weren't able to delete the old app because it was "in use". They tried some of the same things I have tried over the months, but they could not get rid of it. They're going to work on this and get back to me. It's some zombie process and it has us all scratching our heads.
They were aware of the odd blank white screen I sometimes see when Bridge launches. They've seen it before, they think they know what is causing it, and hope to have it solved in a future update. They were intrigued by my Creative Cloud menu bar app that keeps announcing it is damaged and then offers to repair itself. I'm logging what that app is doing and hope to capture the failure.
I've also heard from Roman Skuratovskiy, Group Manager, PR, Creative Cloud. He's been most helpful at addressing some of my other thoughts about how Adobe could improve. On the conference call I mentioned that the Creative Cloud app takes too many resources, and is used for marketing. When I open the app, I'm not ever shopping for Stock Photos, and simply wish I could see which apps need updating. Adobe agrees, and has had similar feedback from many other photographers. The word from Adobe is "We can’t comment on timing for the CC app update other than you’ll start getting improvements in the next few months.” Good enough.
My impression is that they know the Creative Cloud app is not popular with professionals or serious users. I'm certain changes are coming. I think the marketing pages on the app will be reduced or eliminated. At least, in a future update, you'll be able to decide what page comes up when you access it.
I also complained in my last post and to Adobe about their support crew in India being hard to hear and understand. In fact during the Monday conference call Adobe support was asking me questions (from India I presume), and as usual I had trouble understanding what was being said.
Adobe says they get few complaints about their support, but they added “our support needs to be better, and we have prioritized new initiatives to launch better customer forums, direct real-time chat with support agents, and more. Stay tuned.” OK, I'll stay tuned, but if real time chat means typing into a window I can't think of a more inefficient way to communicate.
I also talked to Adobe about the stability of Photoshop on the Mac OS platform. Skuratovskiy wrote me that "our data shows that we have actually reduced the crash rate in Photoshop by 29% in the past year. An overwhelming majority of Photoshop users experience zero crashes in a month. That said, we are always looking for ways to reduce crashes further." I'm sending Adobe logs to see what they can discern.
My impression after talking with Adobe is they take the complaints seriously. I don't think they'll ever move North American support to North America, but they can find better communicators wherever they are calling from.
While crashes are reduced according to Adobe, there are still too many crashes and bugs. In my own use, and talking to other photographers, it really can't be blamed on the Mac OS, as our other photo apps run quite well. I sense Adobe is aware of this and working on it. I doubt Apple is completely blameless, but I'm sure Adobe and Apple have each other's phone numbers.
I was gratified Adobe contacted me, and it shows that these software companies follow us here on Fstoppers. I'm not ready to jump the Adobe ship just yet, but I'm keeping my life preserver nearby, while hoping things improve. I applaud Adobe for listening to our readers' issues and working to formulate a plan to improve.