Email to Adobe tech support is bouncing

The address is incorrect.

a problem I am seeing in Photoshop CS2 on Mac Pro

It has been noted quite a few times already that Adobe will not give tech support for CS2 on Mac Pros. I’m Afraid you are on your own with this one. The only folk that can or will help you are the other users who have Mac Pros.

Adobe will try to support them, and we really want any crash logs (send them to Apple as well, because the bug may be in Rosetta).

But somehow the Adobe support person he spoke to got the email address(es) wrong.

A few days ago, I phoned tech support to discuss a problem I am seeing in Photoshop CS2 on Mac Pro.

What’s your case number?

Chris, I am perfectly willing to send crash logs – I have several of them saved. But your folks are making it hard. Earlier today I called tech support again and asked for the correct email address. This time, I was told that Adobe does not like to give out email addresses to customers. No reason was given. Instead the tech offered to set up a directory on an ftp server, so I could upload the file. But I could not get the upload to work. Permissions were apparently set up wrong.

I’m at work right now, and I don’t have time to wait in the support queue. If someone wants to email me some instructions on how to send crash logs to the Photoshop team, I would be happy to do it.

My email is

julianv AT mindpring DOT com

My case number is 172222864

Since these crash logs are not long, I’ll post a sample here.

* ************************************************************ ******************************

Date/Time: 2006-09-19 23:22:33.432 -0700
OS Version: 10.4.7 (Build 8K1079)
Report Version: 4

Command: Adobe LM Service
Path: /Library/Application Support/Adobe Systems/1.21.005/Adobe LM Service
Parent: Adobe Photoshop CS2 [329]
Rosetta: Yes

Version: ??? (???)

PID: 330
Thread: Unknown

Exception: EXC_BAD_ACCESS (0x0001)
Codes: KERN_INVALID_ADDRESS (0x0001) at 0x8388ab38

Thread 0:
0 Adobe LM Service 0xb80ea47e spin_lock_wrapper + 49142
1 Adobe LM Service 0xb8065e89 0xb8000000 + 417417
2 Adobe LM Service 0xb80f587a spin_lock_wrapper + 95218
3 Adobe LM Service 0xb80f5aa3 spin_lock_wrapper + 95771
4 Adobe LM Service 0xb80f4a79 spin_lock_wrapper + 91633
5 Adobe LM Service 0xb805a1b1 0xb8000000 + 369073
6 Adobe LM Service 0xb805a2d1 0xb8000000 + 369361
7 Adobe LM Service 0xb80defbf spin_lock_wrapper + 2871
8 Adobe LM Service 0xb80df26b spin_lock_wrapper + 3555
9 Adobe LM Service 0xb80f33e2 spin_lock_wrapper + 85850
10 Adobe LM Service 0xb80050f7 0xb8000000 + 20727
11 Adobe LM Service 0xb80f28ef spin_lock_wrapper + 83047 12 Adobe LM Service 0xb80de9df spin_lock_wrapper + 1367
13 Adobe LM Service 0xb80038f2 0xb8000000 + 14578
14 Adobe LM Service 0xb8003819 0xb8000000 + 14361

Unknown thread crashed with unknown flavor: 1
state_count: 16

Binary Images Description:
0x8fc00000 – 0x8fc50fff dyld 46.8 /usr/lib/dyld
0x8fe00000 – 0x8fe49fff dyld 46.8 /usr/lib/dyld
0xb8000000 – 0xb827cfff Adobe LM Service /Library/Application Support/Adobe Systems/1.21.005/Adobe LM Service

Translated Code Information:

NO CRASH REPORT
Model: MacPro1,1, BootROM MP11.005C.B01, 4 processors, Dual-Core Intel Xeon,
2.66 GHz, 6 GB
Graphics: NVIDIA GeForce 7300 GT, NVIDIA GeForce 7300 GT, PCIe, 256 MB Memory Module: DIMM Riser A/DIMM 1, 1 GB, DDR2 FB-DIMM, 667 MHz Memory Module: DIMM Riser A/DIMM 2, 1 GB, DDR2 FB-DIMM, 667 MHz Memory Module: DIMM Riser B/DIMM 1, 1 GB, DDR2 FB-DIMM, 667 MHz Memory Module: DIMM Riser B/DIMM 2, 1 GB, DDR2 FB-DIMM, 667 MHz Memory Module: DIMM Riser A/DIMM 3, 512 MB, DDR2 FB-DIMM, 667 MHz Memory Module: DIMM Riser A/DIMM 4, 512 MB, DDR2 FB-DIMM, 667 MHz Memory Module: DIMM Riser B/DIMM 3, 512 MB, DDR2 FB-DIMM, 667 MHz Memory Module: DIMM Riser B/DIMM 4, 512 MB, DDR2 FB-DIMM, 667 MHz Network Service: Built-in Ethernet 1, Ethernet, en0
PCI Card: NVIDIA GeForce 7300 GT, Display, Slot-1
Serial ATA Device: WDC WD2500JS-41SGB0, 232.89 GB
Serial ATA Device: WDC WD1500ADFD-00NLR1, 139.74 GB
Parallel ATA Device: SONY DVD RW DW-D150A
USB Device: Hub, Up to 480 Mb/sec, 500 mA
USB Device: XD-0608-U, Tablet, Up to 12 Mb/sec, 500 mA
USB Device: Apple Cinema HD Display, Up to 1.5 Mb/sec, 500 mA USB Device: Hub in Apple Pro Keyboard, Mitsumi Electric, Up to 12 Mb/sec, 500 mA
USB Device: Apple Optical USB Mouse, Primax Electronics, Up to 1.5 Mb/sec, 100 mA
USB Device: Apple Pro Keyboard, Mitsumi Electric, Up to 12 Mb/sec, 250 mA FireWire Device: built-in_hub, unknown_value, Unknown

Sorry, I did not spot a typo. My email address should be

julianv AT mindspring DOT com

Don’t post all of them here. MarkATS was trying to look up your case and contact you directly. (and I had sent an email to a coworker of his asking them to do the same thing 😉

hmm. Well, I’ll have to do some checking on why he gave you that email address since I’ve never heard of it before and it’s obvious it’s not working.

One more detail… That non-working email address was given to me by the person who handled my first call to Photoshop tech support. When the email bounced, I called back and spoke to a another person. I asked if the email address was correct. I spelled it out twice. They told me it was a correct address, and that there might be a problem with the mail server, to keep trying. Then, on my third call, I was directed to use an ftp upload directory that would not work.

I think Photoshop is a terrific product, and I appreciate the participation of Adobe employees in this forum. But my experience with the tech support center has been really frustrating.

Sigh. It sounds like our front line tech support folks have been given a wrong address somehow (and aren’t even testing it themselves). Yes, we’d really prefer them to give out correct information.

What’s odd is that there isn’t any email address to send files to, so I’m not sure why one was invented. They usually have customers upload files to an ftp server, but I think there have been some server problems and someone thought an email address would work.
We’ll get it straightened out. Thanks for bringing it up.