Does Adobe have a separate support team for professionals? If so, where can I get details?

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  • Updated 6 years ago
If not, I'd like to suggest establishing one, because:

(1) It seems the standard of Adobe’s phone support has fallen dramatically over the last few years.
(2) People whose living depends on their s/w working, don’t have time to wait 15 mins for the phone to be answered, and 45 mins++ on a long-winded, unproductive discussion with somebody who clearly doesn’t have a clue what the s/w does, how it operates, and when it's reasonable to say ‘it shouldn’t do this’.

I am one such person. I don't claim to be an expert but I do have 25 years experience with complex CAD s/w and can usually figure stuff out on my own. If I get as far as calling Adobe Support I'm desperate... and if I’m desperate, I don’t have time for seriously irrelevant questions – the kind of questions you ask someone who’s just opened the s/w for the first time – and questions they would not be asking if they’d understood the issue I reported in the first place.

A few years ago UK support calls were directed to Ireland, and answered quickly, by a native English speaker who knew the s/w! Now it takes forever to get an answer, (11 mins , 15 mins, and 17 mins today - gave up on the last one), you’re put through to India and speak to somebody with a script who doesn’t seem able to understand what's being said, let alone why it's a problem.

I accept that s/w has bugs. I accept that techs need time to go off and think, try out stuff, have a coffee and ruminate. What I find irritating is getting through to some poor soul who doesn’t understand the problem and repeats it back very slowly with such a huge degree of inaccuracy that I wonder whether they heard a word of what was originally said..then being put on hold for 15 minutes while info relayed to someone else, before eventually being asked another irrelevant question. It’s hugely frustrating!

Trying to resolve today's issue cost me 4 hours of to-ing and fro-ing with Adobe, time I can't charge my client, time that nearly lost me the job.

To be fair I did get a call-back from someone at Adobe with good English and a good understanding of the s/w, who understood my problem and didn’t waste my time with silly questions. However, this is what I’d expect in the first place! By then I had a missed deadline and a frustrated client standing in my office. Had this person been my first port of call, we would have arrived at the same conclusion* in under 40 minutes instead of over 4 hours. (* ‘Looks like a s/w issue, don’t know what it is yet, please un-install and reinstall the s/w’).
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JULIA NEAL

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Posted 6 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Did you try posting your question here or on the User to User forum?
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JULIA NEAL

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No, when I need immediate support I pick up the phone to the people who are supposed to be experts on the product.

Also I only just learned about this forum after posting re original comment on FaceBook. I have since tried to post details to but it won't accept the post and I don't know why.
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JULIA NEAL

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Sure, Case Ref: 183695935. I did some testing too. Here it comes! Thank you.

PROBLEM:
Working happily on a large PS image for a few days, making various new iterations, adding / subtracting layers, doing what you do... Notice image size has suddenly jumped from 800Mb to 2Gb. Odd. I’m always doing this kind of thing and they never get that big.

10 mins later Big Mac & Photoshop agree to full scale GoSlow. Make a brushstroke? Beach ball! Open Filter? Beach ball! Clearly it’s time for coffee and a reboot, but masterpiece must be saved first – except it won’t save. Size now doubled again to 4.05 GB and thus, according to PS CS6, too big to save.

What did I do differently? I added some layer comps. NO new fancy layers, no shading, no filters. Eventually manage to save file in Large Doc Format, but the question remains, WHY did the file size increase exponentially? Why could I suddenly not save it, even though I had saved it minutes earlier, and had not added more layers to it?

Anyone else had a similar experience? (PS CS6, Cloud subscription)

ACTIONS SO FAR:
• Deleted Layer Comps, no change in file size.
• Merge the 2-3 new layers I’d added not that long ago. Still no change in file size.
• Delete those layers. Nothing.
• Eventually delete half the original layers in the file; file still 4.05Gb. (HOW???)
• Check resolution hasn’t magically crept up to a million ppi. Nope; still 360 ppi. (Yep, Pixels / Inch, not Pixels /CM).
• Made a new file to same size with Adobe on the phone. His came up around 400Mb, mine says 2.6Gb. We check all the PS Prefs, nothing untoward (see below). I check my PPI, it def says Pixels/Inch not Pixels/Cm.
• Uninstalled and reinstalled s/w on Adobe’s advice. All seemed OK, but an hour later the same thing happened again.

I did notice something interesting; if I deliberately set the PP/Inch to PP/Cm the file size changed to 2.64 Gb, which is coincidentally close to or exactly what I got when we tested and I created a new file (but ascertained PP/Inch was def set at 360 and on Inches). However I have tested this a few times since and changing from PPI to PP/Cm adjusts the res and keeps the file size the same. I am wondering if it could be -

1. A bug related to changing between PP/I and PP/cm?
2. A setting I don’t know about that allows it to change the PP/I to PP/Cm and keep the res the same? (Because that correlation in numbers is a very big coincidence...)
3. A bug related not to actual file size, but to accurate indication of file size on screen and/or what system ‘thinks’ the file size is? (Remember, when I initially got the failure to save problem, deleting layers did not reduce file size!). And here it is going the other way:
• Created a new file to same spec: size predicted 418Mb.
• Added 4 extra layers with bitmap content; no change in file size on screen.
• Added 4 more layers; still no increase in file size. Saved file. Screen still shows 418.2Mb.
• Doubled to 16 layers; still doesn’t show any size increase on screen. Saved file a 2nd time.
• Now (after 2nd saving) shows 805 Mb saved size and 1.4Gb on screen. I accidentally saved it to wrong place and ended up with 2 copies of the same file, saved at different times. One is 805Mb, the other is 418.2. In other words, the file size WAS increasing as I added layers, but this was not indicated on screen until file had been saved a 2nd time.

BACKGROUND INFO:
• S/W: PS CS6 (Cloud subscription) used with LR4.
• File is 28.2” W x 40” height, 360 pixels /inch, 8 bit, created from scratch in PS CS6.
• H/W? Not an over-burdened lappy, it’s a dual Quad core Intel MacPro, 24 Gb RAM, SSD, GeForce 8800 graphics (512mb on board), 64 bit, plenty of empty hard disk space, running Mac OS X 10.7.4, lovingly kept up to date (although haven’t jumped to latest O/S - I like to let them fix the glitches first ;-) And it’s fed only on organic nuts and berries.
• Photoshop is allowed to play with 15844 of the 24Gb RAM, scratch disk set to SSD (not that it’s ever used it), Activity monitor reveals only 17 Gb RAM being used even when machine / app at a near standstill.
• No plug-ins since installing CS6.
• What I was doing before all this kicked off: blending layers, lots of brushing in and out of masks.

I’m confused! Over to you Adobe!
Case ref 183695935, being looked into by Nirval.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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It may help if we can could see your Photoshop System Info. Directions for sharing your system info from Photoshop:

http://feedback.photoshop.com/photosh...
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JULIA NEAL

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I'll get it.
My issue has sort of ended up in the wrong place now though... Once was a request for Pro level support, the other is the issue itself ;-)
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JULIA NEAL

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There you go:
Adobe Photoshop Version: 13.0 (13.0 20120315.r.428 2012/03/15:21:00:00) x64
Operating System: Mac OS 10.7.4
System architecture: Intel CPU Family:6, Model:23, Stepping:6 with MMX, SSE Integer, SSE FP, SSE2, SSE3, SSE4.1
Physical processor count: 8
Processor speed: 3200 MHz
Built-in memory: 24576 MB
Free memory: 2754 MB
Memory available to Photoshop: 22674 MB
Memory used by Photoshop: 70 %
Image tile size: 128K
Image cache levels: 2
OpenGL Drawing: Enabled.
OpenGL Drawing Mode: Advanced
OpenGL Allow Normal Mode: True.
OpenGL Allow Advanced Mode: True.
OpenGL Allow Old GPUs: Not Detected.
OpenGL Version: 2.1 NVIDIA-7.18.18
OpenCL Version:
Video Card Vendor: NVIDIA Corporation
Video Card Renderer: NVIDIA GeForce 8800 GT OpenGL Engine
Display: 1
Main Display
Display Depth:= 32
Display Bounds:= top: 0, left: 0, bottom: 1200, right: 1920
Video Renderer ID: 16918024
Video Card Memory: 485 MB
Video Rect Texture Size: 8192
Serial number: 90970259562984688376
Application folder: Disk (4) SSD Apps & Startup:Applications:Adobe Photoshop CS6:
Photoshop scratch has async I/O enabled
Scratch volume(s):
Disk (4) SSD Apps & Startup, 237.7G, 102.4G free
Required Plug-ins folder: Disk (4) SSD Apps & Startup:Applications:Adobe Photoshop CS6:Adobe Photoshop CS6.app:Contents:Required:
Primary Plug-ins folder: Disk (4) SSD Apps & Startup:Applications:Adobe Photoshop CS6:Plug-ins:
Additional Plug-ins folder: not set

Installed components:

adbeape.framework adbeape 3.3.8.19346 66.1025012
AdbeScriptUIFlex.framework AdbeScriptUIFlex 6.2.29.18602 66.490082
adobe_caps.framework adobe_caps 6.0.29.0 1.276181
AdobeACE.framework AdobeACE 2.19.18.19243 66.492997
AdobeAGM.framework AdobeAGM 4.26.17.19243 66.492997
AdobeAXE8SharedExpat.framework AdobeAXE8SharedExpat 3.7.101.18636 66.26830
AdobeAXEDOMCore.framework AdobeAXEDOMCore 3.7.101.18636 66.26830
AdobeBIB.framework AdobeBIB 1.2.02.19243 66.492997
AdobeBIBUtils.framework AdobeBIBUtils 1.1.01 66.492997
AdobeCoolType.framework AdobeCoolType 5.10.31.19243 66.492997
AdobeCrashReporter.framework AdobeCrashReporter 6.0.20120201
AdobeExtendScript.framework AdobeExtendScript 4.2.12.18602 66.490082
AdobeJP2K.framework AdobeJP2K 2.0.0.18562 66.236923
AdobeLinguistic.framework 17206
AdobeMPS.framework AdobeMPS 5.8.0.19463 66.495174
AdobeOwl.framework AdobeOwl 4.0.93 66.496052
AdobePDFL.framework AdobePDFL 10.0.1.18562 66.419471
AdobePDFSettings.framework AdobePDFSettings 1.4
AdobePIP.framework AdobePIP 6.0.0.1654
AdobeScCore.framework AdobeScCore 4.2.12.18602 66.490082
AdobeUpdater.framework AdobeUpdater 6.0.0.1452 "52.338651"
AdobeXMP.framework AdobeXMPCore 66.145661 66.145661
AdobeXMPFiles.framework AdobeXMPFiles 66.145661 66.145661
AdobeXMPScript.framework AdobeXMPScript 66.145661 66.145661
ahclient.framework ahclient 1.7.0.56
aif_core.framework AdobeAIF 3.0.00 62.490293
aif_ocl.framework AdobeAIF 3.0.00 62.490293
aif_ogl.framework AdobeAIF 3.0.00 62.490293
AlignmentLib.framework xcode 1.0.0.1
amtlib.framework amtlib 6.0.0.75
boost_date_time.framework boost_date_time 6.0.0.0
boost_signals.framework boost_signals 6.0.0.0
boost_system.framework boost_system 6.0.0.0
boost_threads.framework boost_threads 6.0.0.0
Cg.framework NVIDIA Cg
CIT.framework CIT 2.0.5.19287 145486
data_flow.framework AdobeAIF 3.0.00 62.490293
dvaaudiodevice.framework dvaaudiodevice 6.0.0.0
dvacore.framework dvacore 6.0.0.0
dvamarshal.framework dvamarshal 6.0.0.0
dvamediatypes.framework dvamediatypes 6.0.0.0
dvaplayer.framework dvaplayer 6.0.0.0
dvatransport.framework dvatransport 6.0.0.0
dvaunittesting.framework dvaunittesting 6.0.0.0
dynamiclink.framework dynamiclink 6.0.0.0
FileInfo.framework FileInfo 66.145433 66.145433
filter_graph.framework AdobeAIF 3.0.00 62.490293
hydra_filters.framework AdobeAIF 3.0.00 62.490293
ICUConverter.framework ICUConverter 3.61 "gtlib_3.0" "." "16615"
ICUData.framework ICUData 3.61 "gtlib_3.0" "." "16615"
image_compiler.framework AdobeAIF 3.0.00 62.490293
image_flow.framework AdobeAIF 3.0.00 62.490293
image_runtime.framework AdobeAIF 3.0.00 62.490293
LogSession.framework LogSession 2.1.2.1652
mediacoreif.framework mediacoreif 6.0.0.0
PlugPlug.framework PlugPlug 3.0.0.383
UpdaterNotifications.framework UpdaterNotifications 6.0.0.24 "6.0.0.24"
wrservices.framework

Required plug-ins:

3D Studio 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “U3D.plugin”
Accented Edges 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Adaptive Wide Angle 13.0, Copyright © 2012 Adobe Systems Incorporated - from the file “Adaptive Wide Angle.plugin”
ADM 3.10x16, Copyright © 1987-2008 Adobe Systems Inc. All rights reserved. - from the file “AdobeADM.bundle”
Angled Strokes 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Average 13.0 20120315.r.428 2012/03/15:21:00:00 ©1993-2012 Adobe Systems Incorporated - from the file “Average.plugin”
Bas Relief 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
BMP 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Camera Raw 7.0 (308), Copyright © 2012 Adobe Systems Incorporated - from the file “Camera Raw.plugin”
Chalk & Charcoal 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Charcoal 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Chrome 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Cineon 13.0 20120315.r.428 2012/03/15:21:00:00 ©2002-2012 Adobe Systems Incorporated - from the file “Cineon.plugin”
Clouds 13.0 20120315.r.428 2012/03/15:21:00:00 ©1993-2012 Adobe Systems Incorporated - from the file “Clouds.plugin”
Collada DAE 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “U3D.plugin”
Color Halftone 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Colored Pencil 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
CompuServe GIF 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Conté Crayon 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Craquelure 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Crop and Straighten Photos 13.0 20120315.r.428 2012/03/15:21:00:00 ©2003-2012 Adobe Systems Incorporated - from the file “CropPhotosAuto.plugin”
Crop and Straighten Photos Filter 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Crosshatch 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Crystallize 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Cutout 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Dark Strokes 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
De-Interlace 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Dicom 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “dicom.plugin”
Difference Clouds 13.0 20120315.r.428 2012/03/15:21:00:00 ©1993-2012 Adobe Systems Incorporated - from the file “Clouds.plugin”
Diffuse Glow 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Displace 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Dry Brush 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Eazel Acquire 13.0 20120315.r.428 2012/03/15:21:00:00 ©1997-2012 Adobe Systems Incorporated - from the file “EazelAcquire.plugin”
Embed Watermark NO VERSION - from the file “DigiSign.plugin”
Enable Async I/O 13.0 20120315.r.428 2012/03/15:21:00:00 © 2004-2012 Adobe Systems Incorporated - from the file “Enable Async IO.plugin”
Entropy 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “statistics.plugin”
Extrude 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
FastCore Routines 13.0 20120315.r.428 2012/03/15:21:00:00 ©1990-2012 Adobe Systems Incorporated - from the file “FastCore.plugin”
Fibers 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Film Grain 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Filter Gallery 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Flash 3D 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “U3D.plugin”
Fresco 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Glass 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Glowing Edges 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Google Earth 4 KMZ 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “U3D.plugin”
Grain 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Graphic Pen 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Halftone Pattern 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
HDRMergeUI 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “HDRMergeUI.plugin”
IFF Format 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Ink Outlines 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
JPEG 2000 13.0 20120315.r.428 2012/03/15:21:00:00 ©2001-2012 Adobe Systems Incorporated - from the file “JPEG2000.plugin”
Kurtosis 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “statistics.plugin”
Lens Blur 13.0, Copyright © 2002-2012 Adobe Systems Incorporated - from the file “Lens Blur.plugin”
Lens Correction 13.0, Copyright © 2002-2012 Adobe Systems Incorporated - from the file “Lens Correct.plugin”
Lens Flare 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Liquify 13.0, Copyright © 2001-2012 Adobe Systems Incorporated - from the file “Liquify.plugin”
Matlab Operation 13.0 20120315.r.428 2012/03/15:21:00:00 ©1993-2012 Adobe Systems Incorporated - from the file “ChannelPort.plugin”
Maximum 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “statistics.plugin”
Mean 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “statistics.plugin”
Measurement Core 13.0 20120315.r.428 2012/03/15:21:00:00 ©1993-2012 Adobe Systems Incorporated - from the file “MeasurementCore.plugin”
Median 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “statistics.plugin”
Mezzotint 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Minimum 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “statistics.plugin”
MMXCore Routines 13.0 20120315.r.428 2012/03/15:21:00:00 ©1990-2012 Adobe Systems Incorporated - from the file “MMXCore.plugin”
Mosaic Tiles 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Multiprocessor Support 13.0 20120315.r.428 2012/03/15:21:00:00 ©1990-2012 Adobe Systems Incorporated - from the file “MultiProcessor Support.plugin”
Neon Glow 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Note Paper 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
NTSC Colors 13.0 20120315.r.428 2012/03/15:21:00:00 ©1993-2012 Adobe Systems Incorporated - from the file “NTSC Colors.plugin”
Ocean Ripple 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Oil Paint 13.0, Copyright © 2011 Adobe Systems Incorporated - from the file “Oil Paint.plugin”
OpenEXR 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Paint Daubs 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Palette Knife 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Patchwork 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Paths to Illustrator 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
PCX 13.0 20120315.r.428 2012/03/15:21:00:00 ©1989-2012 Adobe Systems Incorporated - from the file “PCX.plugin”
Photocopy 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Photoshop 3D Engine 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “Photoshop3DEngine.plugin”
Picture Package Filter 13.0 20120315.r.428 2012/03/15:21:00:00 ©1993-2012 Adobe Systems Incorporated - from the file “ChannelPort.plugin”
Pinch 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Pixar 13.0 20120315.r.428 2012/03/15:21:00:00 ©1989-2012 Adobe Systems Incorporated - from the file “Pixar.plugin”
Plaster 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Plastic Wrap 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
PNG 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Pointillize 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Polar Coordinates 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Portable Bit Map 13.0 20120315.r.428 2012/03/15:21:00:00 ©1989-2012 Adobe Systems Incorporated - from the file “PBM.plugin”
Poster Edges 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Radial Blur 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Radiance 13.0 20120315.r.428 2012/03/15:21:00:00 ©2003-2012 Adobe Systems Incorporated - from the file “Radiance.plugin”
Range 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “statistics.plugin”
Read Watermark NO VERSION - from the file “DigiRead.plugin”
Reticulation 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Ripple 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Rough Pastels 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Save for Web 13.0, Copyright © 1999-2012 Adobe Systems Incorporated - from the file “Save for Web.plugin”
ScriptingSupport 13.0, Copyright © 2012 Adobe Systems Incorporated - from the file “ScriptingSupport.plugin”
Shear 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Skewness 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “statistics.plugin”
Smart Blur 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Smudge Stick 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Solarize 13.0 20120315.r.428 2012/03/15:21:00:00 ©1993-2012 Adobe Systems Incorporated - from the file “Solarize.plugin”
Spatter 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Spherize 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Sponge 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Sprayed Strokes 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Stained Glass 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Stamp 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Standard Deviation 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “statistics.plugin”
Sumi-e 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Summation 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “statistics.plugin”
Targa 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Texturizer 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Tiles 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Torn Edges 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Twirl 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
U3D 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “U3D.plugin”
Underpainting 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Vanishing Point 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “VanishingPoint.plugin”
Variance 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “statistics.plugin”
Water Paper 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Watercolor 13.0, Copyright © 1991-2012 Adobe Systems Incorporated - from the file “Filter Gallery.plugin”
Wave 13.0, Copyright © 2003-2012 Adobe Systems Incorporated - from the file “Standard Multiplugin.plugin”
Wavefront|OBJ 13.0 20120315.r.428 2012/03/15:21:00:00 ©2006-2012 Adobe Systems Incorporated - from the file “U3D.plugin”
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Two observations. First, update Photoshop to 13.0.1: http://adobe.ly/PS-Up-To-Date

Second. It looks like there's a CS3 version of Portrait professional installed. I'm not sure if that would have an impact, but it wouldn't hurt to disable it for the time being.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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When files get over 2gb, they can no longer be saved in the PSD format. They must be saved as TIFF or PSB (Large Document Format).

What is the bit depth of the file you are working on? 8, 16, 32bit? What is the color mode of the document you are working? (CMYK, RGB, etc)
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Ok. I see it was an 8bit file.
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JULIA NEAL

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Usually Adobe 98 but sRGB on this occasion. 8 bit. Yes, I saved as PSB in the end (thanks to Nirval).
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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The size of the files listed on the bottom of the document window are estimates. The physical file size can't be calculated accurately until it's actually saved - and file format and format options chosen can have an effect on the final file size of the image on disk.
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JULIA NEAL

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Even an estimate shouldn't jump from 400-odd Mb to 4 Gb though... shoud it? I mean what's not an estimate, it's a million miles away!
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Well, you did add layers, and layer masks. Each layer and mask is filled with as many pixels as the entire image. Floating layers require more memory than the initial background layer. So the file size will increase. Without seeing the exact file though, it will be hard to make any hard and fast observations. Is it possible to share the file via dropbox or FTP?
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Chris Cox

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I wonder if you're looking at the right numbers, also.

The document sizes readout in the status bar and info palette show the flattened size (no layers) / size in memory (which includes layer data ). The second number is loosely related to file size, but can't account for compression or other options chosen when saving.

But some metadata can't easily be accounted for in the size - like recording document history in metadata.
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JULIA NEAL

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Yes I think I am looking at the right numbers -2 sets, one for flat, one for layer, separated by /, right? I save in PSD format & don't compress (although I'm aware the s/w does some itself). The issue here is that this has never happened before, it happened suddenly after adding Layer Comps (which I had not been using for some months) and file size didn't get smaller as I deleted layers and comps. I work like this a lot, to this image size & res (hence the monster Mac). Could metadata really account for a jump from 800Mb to 4.04Gb?
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Chris Cox

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Yes, metadata could, with the right settings. But layer comps normally take almost no space --- so there's something we're missing on your settings or document contents.