You did buy it from adobe,….right?
Yes, of course, from the online store. CS4 upgrade from CS3–download version.
Hi Dave,
Can you email me offline, so I can forward this on to help sort things out? Click my name in the post for address.
thx,
steve
If anyone else has this problem, please contact Adobe Customer Support — you’ll need to get the correct Photoshop installer.
I also have the Stonehenge screen and it has the word "DEV" after the version.
The phone number depends on where you are (you need to look it up, I’m not going to post 8000 different support numbers), and what you need to tell them is pretty much what the original poster said.
I do as well… Master Collection Upgrade downloaded last night.
I’ve tried Customer Service, but they said this is a technical issue.
Will try them again, with the suggestion Chris posted.
I called the general number listed on the web site, 5:22 PM Pacific time and they are closed. You might think that Adobe would have extended tech support hours during this roll out, especially when they apparently know that they are selling software with the incorrect installer. What other businesses can operate 9-5 in this economy? Can Adobe really afford to treat their customers in this fashion? I guess they can.
Everyone, please sit tight for just a little while. We’re trying to get a new build up. When this is ready, I’ll post back here.
Thanks for your patience!
what you need to tell them is pretty much what the original poster said.
Well, as we can see from Ryan’s post they are not even aware of the issue. There should be a specific issue that this is called that all of Adobe support has been made aware of so we all do not have to go through 10 levels of support and spend hours on the phone. Please escalate this issue with the powers that are at Adobe and treat your customers with more respect.
Instead of taking the attitude that the customer is lucky that anyone from Adobe is paying attention to the user forums, a much better way to handle this situation would be for Adobe to initiate the contact with the customers who they know are affected. So far, the only people here with the issue are people who downloaded the master collection from the Adobe store. Adobe has e-mail addresses for all of these people. Why not be proactive and send them an e-mail instead of having everyone call up Adobe and ask "Am I supposed to have a Stonehenge Screen when I start photoshop CS4?" I didn’t even know whether or not this was a real issue. And I am sure that there are many customers who have this problem but are unaware of it and won’t come to this thread to find out.
Adobe management can either address this problem as if they have some respect for their customers or they can just wait for people to complain.
Everyone, please sit tight for just a little while. We’re trying to get a new build up. When this is ready, I’ll post back here.
This is a statement that I can respect. But it should have been proceeded by "We apologize for the inconvenience"
Everyone, please sit tight for just a little while. We’re trying to get a new build up. When this is ready, I’ll post back here.
Thanks for your patience!
You’re right, we do apologize. Sorry -it’s been a little chaotic today.
All-
First off our sincere apologies for any inconvenience situation this has caused. We value our customers and your overall experience with Creative Suites.
As noted in this thread, a near final but incorrect build of Master Collection Windows was inadvertently posted on the Adobe Store. This is being corrected as quickly as possible.
In the meantime the file is no longer available for download until it has been replaced with the correct one to reduce the impact to others. The current ETA for reposting is 10pm PDT.
(Note: this is not a problem for any other product on the Adobe Store or on the physical DVD’s or Licensing versions).
We will be sending an email to all the affected parties shortly and have alerted our support folks to the situation so they should soon be able to provide the guidance to download the correct version when it is reposted.
Please feel free to email me directly with any questions or concerns you might have or if I can help in any way.
Best regards,
Barry Hills
Sr. Director, Engineering and Program Mgmt
Creative Suites
One additional note…
Once the new version of Master Collection Win is posted and you have downloaded it you will need to uninstall the old version before installing the new version or you will get an error message and the installer will stop.
I know this is unfortunate because Master Collection is big with lots of applications and the uninstall/install takes awhile but it is necessary because the final GM version of CS4 requires that all previous pre-release versions are removed from the system.
Again, apologies for the inconvenience and feel free to contact me with questions or if there is any way I can provide you assistance.
Sincerely,
Barry Hills
Sr. Director, Engineering and PGM
Creative Suites
Hello Barry,
Thank you for posting an update along with more detailed information regarding the problem. While I appreciate the apology, I’m sure I speak for many users of the software in that this situation is extremely frustrating and disappointing. Considering the initial download and install took over 4 hours the entire time spent to upgrade the software in its finality will top 8 hours. Does Adobe have any plans on offering any type of consolation to the affected customers? Personally I’m still baffled how errors such as these occur. To make matters worse, looking over an expense report to see over 3200 dollars spent in Adobe software (CS3 + CS4 upgrade) adding 8 hours of upgrade time is pretty tough to swallow.
I sincerly hope there is some plan to take care of the loyal customer base–the users that support new software versions on day one rather than waiting back while the "kinks" are worked out.
Thanks for reading,
Dave
Hi Dave-
Thanks for your response and yes we care very much about our customers.
If you downloaded the older version of the file, you will receive an email message tomorrow and in that message will be an offer to have the DVD’s sent to you directly so you don’t have to endure the long download period again.
Again, please do contact me directly if I can provide assistance working through this with you after which I am quite sure you will be pleased with your overall experience with CS4.
Thanks,
Barry Hills
Sr. Director, Engineering and Program Mgmt
Creative Suites
Adobe Systems, Inc
As I’m re-downloading the Master Collection on the 17th at this moment does it contain the non-beta version of Photoshop? Can anyone confirm that the downloads today are correct?
After downloading I have a question that perhaps someone might be able to answer. Since Photoshop was installed as a beta are we going to run into the same issues when re-installing CS4 as we did with installing CS3 over an uninstalled Photoshop beta? It there a CS4 cleaning tool available?
Questions. Questions.
Barry Hills – 7:14pm Oct 16, 08 PST (#14 of 19) […] In the meantime the file is no longer available for download until it has been replaced with the correct one to reduce the impact to others. The current ETA for reposting is 10pm PDT.
Can anyone confirm that the downloads today are correct?
if it’s available for download, i’d wager its the correct one. the bad was was removed yesterday, per barry’s post.
if you have a beta version installed (including the one downloaded because of an error in posting the correct build) you need to remove that one before installing the new one.
If you had a beta, you would have had the clean-up instructions from Adobe as well.
I didn’t have a beta. I installed the released CS4 Master Collection which apparently had a beta Photoshop. My concern is how clean the uninstall is and if I need to do anything to remove the beta version that came with the released CS4 Master Collection.
That’s why I’m asking before I waste my time installing only to find out I have to clean up the installed beta first.
This might help:
– Uninstall via Add/Remove Programs
– Run the Clean Up script
– Delete Adobe PS CS4 Application folder
– Delete the Logs: Delete Adobe Photoshop CS4 Americas 11.0.log from the Installer logs folder
This might help:
– Uninstall via Add/Remove Programs
– Run the Clean Up script
– Delete Adobe PS CS4 Application folder
– Delete the Logs: Delete Adobe Photoshop CS4 Americas 11.0.log from the Installer logs folder
You should get some advice from Adobe though since they caused the situation.
I didn’t have a beta.
I installed the released CS4 Master Collection which apparently had a beta Photoshop
so… you had a beta… 🙂
(through no fault of your own.)
Just a quick reminder to everyone to Deactivate before uninstalling.
I learned my lesson with CS3…a new laptop and revert to XP from Vista left me without any remaining activations.
"… a near final but incorrect build of Master Collection Windows was inadvertently posted on the Adobe Store. This is being corrected as quickly as possible."
This is just bloody ridiculous. It should have NEVER happened; safeguards should be in place so that it COULDN’T happen.
Somebody or a whole team of idiot somebodies ought to be fired.
Today.
No, I’m not being hyperbolic, and I don’t think that’s too harsh of a suggestion. I think it should serve as a wake-up call to those who have gotten far too complacent about the importance of small details.
Good luck deactivating. I’ve tried 3 times and even after it ‘deactivates’ the apps still run which makes me wonder if I really deactivated the software. Kind of messy.
I had not activated yet. So I hope that I wont have that hassle.
Has anyone received their e-mail from Adobe about how/when they can obtain their replacement installer? I have not. I’m not in a huge hurry as I would rather have it right and later than wrong and sooner.
My experience with the later beta releases is that they un-installed cleanly without any need for a ‘clean up script’. As far as the activation/deactivation issue is concerned I would suspect that you can just proceed with deactivating, uninstalling, and respond ‘yes’ to deleting the serial number from your system when prompted. That should provide a pretty clean uninstall. At least that was my experience with the beta.
Russell
The new version is uploaded. Again, we apologize.
One more thing – if you have any further questions about this issue, please see Customer Service note: kb406929 CS4 applications display beta information on splash screens when installed from the Adobe Store Download of CS4 Master Collection for Windows.
The link provided in the last post is broken.
The e-mail that I received did not specifically say, but I am assuming that we only need to re-download the installer and not the extra content files. Can you please verify?
I think that it is great that Adobe sent the e-mail to everyone who was affected. But whomever constructed the e-mail sent everyone’s e-mail address in the TO field, not the BCC field. Now, everyone on this list has access to the affected customer’s e-mail addresses, and in some cases names. While I applaud Adobe for sending the e-mail to everyone, I think that they should have taken greater care to keep their client’s e-mail addresses private.
"But whomever constructed the e-mail sent everyone’s e-mail address in the TO field, not the BCC field."
Again, evidence of idiot tendencies.
Who the heck in a business environment doesn’t know to use BCC:? Where do they find these people? That’s freakin’ Internet 101, folks!
Get yer scheiss together, AdobeDoofii!!!
🙁 >:( >:-(
The link is working now. I suspect it wasn’t copied to all the replicated servers when she posted it (takes a few minutes to propagate).
All-
There were a few questions I’ll combine into this note…
Yes, I can confirm the new version was posted last night so if you were able to download anything after 10pm PDT you have the correct version of the software (the system site stopped permitting downloads about 6pm PDT).
You shouldn’t need to do any ‘cleaning’ like for early pre-releases builds which sometimes leave behind artifacts. This was a near final build so the uninstall process should work fine.
Yes, you should deactivate if you had activated the software before uninstalling but if you didn’t and that is a problem send me a note and I’ll connect you with one of our senior support folks who can resolve this.
Mike asked about the letter I referenced in an earlier post… it went out about 12:30 PDT today so let me know if you haven’t received it yet.
Finally, should any of you like to talk about the situation live, please send me an email with your contact information and I will give you a call directly. (see email address in previous posts)
Thanks,
Barry
FYI, my new download is going faster than the uninstall…50% complete on the download and only 40% complete on the uninstall.
I am a little concerned about my activation because the deactivation was dimmed out. I do not recall activating. But if others did activate, how come I had no option to activate or deactivate. I’ll see how it goes…
I totally agree with Phos in post#28.
What caught my eye is that it was going to take a new build (Tina Carter, Post #9)
A new build, with testing, bug filing, additional new builds to fix the bugs, additional testing, finally regression testing and some sort of bug sign off scares the bejesus out of me.
In a couple of days? On a production release?
I’m going to wait a while on this one.:-(
they didn’t say "new build" they said the wrong build was put up. could mean they simply took the wrong revision out of the versioning software.
ok she DID say "new build" but i’m (hoping? guessing?) that’s not what she meant! 🙂
(having some experience with production releases myseff.)
I think I’ll still wait. Besides, I haven’t got my HW updates done yet.
if i wasn’t still paying off my last disney trip i’d have it by now! (by christmas for sure! 🙂 )
Erm, don’t be ridiculous! All they did was put the right build of PS (which everyone else got) into the suite package!
(Not that that excuses the cock-up but no need to wait for that reason.)
John is correct.
The "wrong" (slightly pre-GM) build was what was incorrectly posted.
The "right" one (GM) was ready to go along with every other version of the CS4 Suites and CS4 point products which were correctly posted.
The reason we had a few hours of "dead air" on the download site was to get the "new" version onto our staging area, then we tested it a bunch to make absolutely sure it was right (including downloading and running it ourselves) and then pushed it live.
As always, feel free to contact me directly if you have any questions or concerns or if I can help in any way though I will check this forum daily until everyone who was affected by this situation is good to go.
Thanks,
Barry
It’s not ridiculous JJ, but due diligence, which seemed missing on their part.
Anyway, I have two reasons as noted, so whether to spend money now on CS4 or after rebuild and testing the hardware.
I would suggest that, had Tina said "Correct" rather than "New", in my mind, because I actually test software, and understand the terminology,I probably wouldn’t have even responded here at all.
But that’s me I guess.
The response by the team, all the way to Barry, is appreciated.
I am a little concerned about my activation because the deactivation was dimmed out.
I’ve experienced a delay after PS launch in having Deactivation (with Registration and Updates) show active — dimmed out at first then they change to active/clickable. Might be some delay in establishing an on-line linkage?
Anyway, if you need to deactivate and this is grayed out, in my experience waiting a minute or two then try again has worked.
Yes, that’s been noticed before on earlier versions too.
