pattie_f's profile
Adobe Administrator

Adobe Administrator

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2.2K Messages

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40K Points

Thu, Jul 3, 2014 12:07 AM

Adobe Revel 2.3.2 Installation Issue

Some of you may have noticed that here is an issue with installing the Revel iOS version 2.3.2.  

We have been working very closely with Apple to resolve the issue and hope to have resolution soon.  We apologize for the inconvenience this may be causing you. We recently resubmitted an update to the app store and are currently waiting for app approval from Apple. 

If you would like to access your photos on an iOS device before this is fixed, you can login to adoberevel.com from a browser on your device.  You can still use adoberevel.com from a browser on any other device or computer, and from our mac, win8, and android apps.

I will update this thread when I have further information.

Pattie

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Responses

Official Solution

Adobe Administrator

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2.2K Messages

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40K Points

7 y ago

Dear Revel users:

We are continuing to work on resolving the installation issues with the latest iOS version release. We appreciate your patience and again, apologize for the inconvenience. As a reminder, you can access Revel on your web browser, Mac, windows 8, and Android devices while we work to get the iOS version back up and running.

Official Solution

Adobe Administrator

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2.2K Messages

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40K Points

7 y ago

I want to assure you that we do rigorous testing prior to all releases, but unfortunately an unexpected interoperability issue has occurred with the way our App is getting bundled up for delivery to customers.

We are working closely with Apple to resolve the issue as soon as possible, and we have resubmitted an update to see if this can help us narrow down the failure.

2 Messages

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70 Points

Obviously your definition of rigorous differs from mine. Of all the apps I have installed over the years yours is the only one to go belly up so bad. Inexcusable for a company as large and experienced as Adobe. And interoperability issue, cut the crap and just say you haven't a clue what's going on.

Official Solution

Adobe Administrator

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2.2K Messages

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40K Points

7 y ago

Dear Revel users:

As you may know, many users had issues installing Revel iOS update version 2.3.2. We are pleased to inform you that the issue has been resolved. We know how frustrating it must have been to not be able to access your photos and videos, and are truly sorry for all the inconvenience.

Please go to the App Store and update your app, and thank you for your patience as we worked to resolve the issue. Please ensure that your operating system is on iOS version 7.1 or above when updating the app. We do rigorous testing prior to all releases, but unfortunately an unexpected interoperability issue occurred with the way our App was getting bundled up for delivery to customers.

If you are unable to upgrade to iOS version 7.1 or above at this time and can not load revel from the app store on your device, please download the latest version of the Adobe Revel app from iTunes to your computer and sync it to your iPhone, or iPad. If you are unfamiliar with this process, please plug your iOS device in to your computer with the USB cord that came with your device. Launch iTunes on your computer and select help > iPhone or ipad user guide. There are help topics there that will explain how to connect and sync your device.

If you have any more questions or are still experiencing problems, please post on our user forums at:
https://forums.adobe.com/thread/1513106 or
http://feedback.photoshop.com/photosh...

Again, please accept our sincerest apologies and thank you for your patience.

The Adobe Revel team

2 Messages

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70 Points

What crappy customer care. The app fails to update. I give up for a couple of days. No emails keeping us up to date with the issue. I eventually go online and find I'm not alone. No, we're looking at it. No, the issue is found. No, the fix has been submitted. This is support desk 101. Just a crappy email saying when it's eventually been fixed with no true explanation, just some fluffy pseudo jargon excusing it away. My suspicion it was due to the "unique" way Adobe packages it's apps.

No offer of compensation to all of us who have paid, supported and been loyal to the product. Absolutely disgusted. Can't find where to make a formal complaint, speaks volumes of a company's commitment to its customers. I like the software but I'm not paying for it any longer.

Adobe Administrator

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2.2K Messages

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40K Points

Bryn,

Version 2.3.300 was released a few weeks ago to fix the installation issue on 2.3.2. It should install for you. Have you tried searching for it on the app store and clicking install from there rather than update? Please let me know if you still can not install it and I will contact you to get more details.

Pattie

Champion

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221 Messages

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4.1K Points

7 y ago

Thanks Pattie.

7 Messages

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124 Points

7 y ago

This is your response!? Nothing has been given in the form of an update. Why has the previous version not been reinstated? This is done all the time. How do I get partial credit for the one year subscription I paid for? We need and deserve more than a reminder we can access on what we don't use daily. Hard to share pics with friends and family when I cannot use the app. That is why we all pay for the service. Not to access via the web,but from our devices.

14 Messages

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404 Points

7 y ago

This is truly condescending to treat your customers this way. The app has been broken for 5 days now. A roll back to the previous version would be the right way and the easy way to get your valued customers back up and running.

There is some reason why this can not happen. You say and I quote from yesterday.. "We have been working very closely with Apple to resolve the issue and hope to have resolution soon." Apple has had this issue with other apps in the past and they were rolled back the same day.

5 days of down time? Really?

How long should we continue to have patience?
(would be nice to have an answer to this!)

An inconvenience would be if the app was down for a day!

5 days down is a DISASTER!

I have revered Adobe for decades. They have always realized and catered to the creative professional. Treated them with respect and valued their opinions and suggestions.

Your handling of this situation is sophomoric and condescending to your technically adept customer base. Someones head should roll in your customer support department for the handling of this issue. Saying the same thing over and over again for 4 days and marking posts as having good answers when there have been none is something I would expect from a newbie to this market place.

The truth is not what we are getting. Support is not what we are getting!

We are being pacified like children....

Bush league at best.....

I’ve owned Photoshop before there was a number after it and have always counted and depended on Adobe. What has happened to thou guys?

4 Messages

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66 Points

This is a Disaster

Adobe Administrator

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2.2K Messages

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40K Points

WebPhD,

I am aware this has been going on for a few days now and I truly apologize. I wish I had the answer for you right now, but I don't. I am using adoberevel.com on my ipad just like everyone else in this situation since the app is unable to update. I am sharing the information I have with users on the forums as I get it.

You and others are asking about "just rolling back the version", but as Ian mentioned in one of the other posts, there isn't really a way to re-post a previous version, it would be the same as resubmitting a version to apple and having it go through the same review process.

Regards,
Pattie

6 Messages

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120 Points

5 days, Pattie. FIVE DAYS. Shambolic.

Regards, etc.

14 Messages

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404 Points

Thank you for your response. I appreciate the terrible position you must be in. I am sure that it must be almost impossible and very frustrating to do your job right when you are not getting any information. You must feel like your being left in the dark to fend for yourself. Scrambling to do your job without the tools you are used to having. A situation that makes you change the way you work and keeps you up past midnight writing this response to me. That would never take place when you have the tools you are used having to do your job right.

Like using the website instead of the app!

It has not been a few days. It's been an entire work week and will continue thru one of the most photographed weekends of the year. The 4th of July. Which I would really like to have the Ferrari I rented (REVEL), instead of having to take the BUS (adoberevel.com) to use during this heavily photographed weekend. I have spent many hours making it easy for those I share photos with, to access the photos with the app that runs like a Ferrari and they will not be able to just go ride the BUS. So, that won't really work.

As is stated in the title of this thread... You are working very closely with Apple to resolve this issue. We'll it would make sense that they could Roll Back... Which means go back to the version that they have all ready put thru the review process. Very easy.. It's all ready been vetted and approved. But it seems that the Statement at the top of this Post. "We have been working very closely with Apple to resolve the issue" is not the whole truth. If as you said and I quote.. "there isn't really a way to re-post a previous version, it would be the same as resubmitting a version to apple and having it go through the same review process. ". As I said if you are really working closely with Apple as you have stated that there is no need to re- submit. Like I and other have stated you should just roll back to the version that worked and has all ready been thru the submission process. That makes sense with a company you are working closely with. Having to re- submit sure seems like something you would have to do with a company that you are not working so closely with.

I hope you have a good 4th of July weekend...

Maybe we will get closer to a solution after the app has been down for OVER A WEEK. When maybe Adobe will be able to start working closely with Apple and get this resolved.

I will think of Adobe often while I ride the BUS, while my Ferrari sits in the garage.

Thanks again for you response.

11 Messages

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184 Points

7 y ago

I'm sorry but there is no way to explain or justify five days and counting to fix this problem -- and you tell us nothing with these "updates."

6 Messages

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130 Points

7 y ago

it was all down hill once adobe bought macromedia.

they never really got it together again.

phone service went in the toilet, and the rest follows.

5 Messages

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202 Points

7 y ago

This is really past just "annoying" now, getting into "unbelievable". I had recently purchased the Photoshop/Premiere Elements bundle, and had just started really using Revel as a means of combining and sharing photos from my desktop PC and iPhone. I'm so glad now that I had not jumped right into some paid subscription of Revel, as I think I would be livid at this point! And I'm pretty sure that the longer this mess goes on, the less likely I (and others!) will ever be to go to a paid subscription! It's bad enough the product has been down for almost a week now, as I feel I already paid something for it, by paying for the Elements bundle. But if I was paying for an additional subscription to it, I'd be on the phone screaming for a full refund at this point. I work for a company in the IT industry, and know that even a couple of hours of outage of a service is considered critical, and has all involved parties working to fix it ASAP, along with delivering constant, detailed updates and status to our customers. And as others have mentioned, there is ALWAYS a fallback plan if something goes wrong with a new install or upgrade, so that the last working environment can be quickly restored. Apparently, neither Adobe nor Apple know how to correctly do any of these things, which is quite disturbing.

7 Messages

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124 Points

7 y ago

Ha! I along with many others that have a paid subscription (me, foolishly an entire year) have posed this very legitimate question and request and no one from Adobe wants to answer it. They have their money now, why should they even address this breach of contract?!

1 Message

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60 Points

7 y ago

Dear Pattie

I have now cancelled my subscription - having only just decided to give Revel another go - but then this happens.

What is the formal route to getting a refund for a product that fails to meet its specification?

Please advise.

1 Message

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60 Points

7 y ago

I got Adobe Revel couple of weeks ago and I've been on experiment. I think that one will be my choice. Till recently, I was unable to download the latest version. I have decided not to join subscription. I will look other other place.

15 Messages

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564 Points

7 y ago

I am a Premium user and can't use revel any more because of this bug. When will it be possible to install revel again? Pay for what that i can't really use is not okay.

10 Messages

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204 Points

7 y ago

I recently upgraded to a paid subscription, and am now really regretting this move. When are you going to get Revel working????? This is not okay!

6 Messages

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120 Points

7 y ago

More than a week now, Adobe. Unacceptable downtime for such a premium resource. I see refund demands aplenty on your horizon........