Photoshop CS6: problems with Photomerge script, tech support created a bigger mess

  • 1
  • Problem
  • Updated 3 years ago
  • (Edited)
Photomerge does not work on CS6, and corrupted the CS5 version I have as well. Tried to resolve this issue with the "tech support" people, and after 4 and a half hours and 7 different people, the issue has not been resolved. I have re-installed the software 3 times already (lost all my preferences), and now I have it appearing twice in the Automate tab (so that is a glitch). Plus after listening to the advice from the "tech support professionals" my overall performance when using Photoshop has greatly decreased. They messed with settings on my computer during the computer-to-computer link. I get a pop-up dialog constantly for opening up anything in Photoshop now because they messed with my admin settings. This is very inconvenient and takes away greatly from my productivity. Also now everything takes extremely longer in Photoshop to do, most noticeably with opening Camera Raw. Not only did I waste 4 and half hours, but then I was told that they couldn't solve the problem and that they would send if off to the senior "tech support professionals". 2 days later they send me an email stating that I should re-install it (yet again, for a 4th time) to see if that fixes the problem. It hasn't worked the previous 3 time I re-installed it two days, it's not going to work now. This has been a horrible customer service experience. I have now lost 3 days of productivity. I want this issue resolved NOW by someone there who actually knows what they are doing or I want to be reimbursed for the software. I can upload an image of the error message as well if you need it.
Photo of Joe Achee

Joe Achee

  • 7 Posts
  • 0 Reply Likes
  • frustrated

Posted 4 years ago

  • 1
Photo of Chris Cox

Chris Cox, Sr. Computer Scientist

  • 20253 Posts
  • 666 Reply Likes
The CS5 and CS6 installs are independent of one another.

And that looks like you either copied scripts across versions, or have a corrupt install and bad scripts.

The fact that it appears twice means that you copied some scripts.

You're going to have to delete the extra copies of the scripts, one way or another.

But uninstalling and reinstalling won't remove the extra copies (just the copies that are installed with Photoshop), or scripts that you copied between versions.
Photo of Joe Achee

Joe Achee

  • 7 Posts
  • 0 Reply Likes
So would recommend I remove everything associated with Photoshop entirely and then for both versions and then re-install it again? Also, what about the Camera Raw taking too long to load and the admin pop-ups that only happen with Photoshop?
Photo of Chris Cox

Chris Cox, Sr. Computer Scientist

  • 20135 Posts
  • 641 Reply Likes
That would be the fastest way to clean it out.
And after uninstalling, make sure to delete all the leftover files in the Photoshop folders (the ones you copied or moved).
Photo of Joe Achee

Joe Achee

  • 7 Posts
  • 0 Reply Likes
ok, i did all that...which accomplished what it did the previous 4 times, nothing!!! i'm done with the re-installs because after 5 times it has only made the problem worse. if the software is corrupted, then i either a) need a new install disc from adobe, or b) i want to be refunded. the problem is within the software itself. i can't be behind in my work by 5 days so far, and still counting.

is there any other better solutions to solve these problems or a way i can escalate this???
Photo of Chris Cox

Chris Cox, Sr. Computer Scientist

  • 20249 Posts
  • 666 Reply Likes
We can try to get a more knowledgable tech support person to help you clean up your system.
Photo of Pete Green

Pete Green, Customer Advocate

  • 474 Posts
  • 40 Reply Likes
Joe -- have you tried the cleaner script which will go through and clean your system of the CS6 software?

Grab it here:
http://helpx.adobe.com/creative-suite...

Run the cleaner -- then go through a reinstall..
Photo of Joe Achee

Joe Achee

  • 7 Posts
  • 0 Reply Likes
Great. How do we go about doing that?
Photo of Chris Cox

Chris Cox, Sr. Computer Scientist

  • 20249 Posts
  • 666 Reply Likes
Wait until business resumes Tuesday and I ask someone higher up the food chain to call you...
Photo of Joe Achee

Joe Achee

  • 7 Posts
  • 0 Reply Likes
do you know when they will call?
Photo of Joe Achee

Joe Achee

  • 7 Posts
  • 0 Reply Likes
do you know when they will call?
Photo of Joe Achee

Joe Achee

  • 7 Posts
  • 0 Reply Likes
what is the status on this?
Photo of Jerry Buzzell

Jerry Buzzell

  • 1 Post
  • 0 Reply Likes
I got the same error 19 message when I tried to photomerge. I had installed the software only this afternoon.
Jerry
Photo of Don Koehler

Don Koehler

  • 2 Posts
  • 0 Reply Likes
My situation is similar, however it's with Adobe Cloud CS6. I have it on 2 computers - one Mac and one PC. Both error on Photomerge and will not run the merge. I then went to a Mac with CS6 installed from disk and it worked perfectly. The last Mac did not have the latest updates from Adobe installed yet, and I probably won't install them until Adobe fixes this issue. Like you, I am wasting time on a process that I use every day but am hampered by Adobe.
Photo of Jeffrey Tranberry

Jeffrey Tranberry, Chief Customer Advocate

  • 10593 Posts
  • 745 Reply Likes
Hi Don, restoring your prefs should solve this issue for you: http://bit.ly/Troubleshoot_PS
Photo of Don Koehler

Don Koehler

  • 2 Posts
  • 0 Reply Likes
That didn;t help. I also uninstalled/reinstalled cloud version. That fixed the issue, until the next softqare upgrade. Now the problem is back. Clearly Adobe's update is messing up my software.