Why some bug reports are not answered by staff?

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  • Updated 1 year ago
  • (Edited)
I noticed there are topics on these forums that never got any kind of answer from Adobe employees. I'm surprised because some of them are well written reports of some bugs, while others are questions how to work with certain application when something doesn't work.

Why some of these topics are ignored? Why there's no official response they got acknowledged or just rejected and reasons of such attitude. When some functionalities are taken off from new versions then we should get to know substitute for them or some reasonable workarounds, shouldn't we?


Anyway, a week ago I reported Photoshop Bug. I'd like to know was that even noticed, as I'm coming to this site every day, even few times each day mainly to see is there finally any response to that I posted.

Was that missed or for some reason ignored?


To investigate fully problem I installed all 11 vers. of Photoshop, starting with CS6 they are available by Creative Cloud app. Then I tested everything I could in each of these versions. and posted detailed info.

In fact first post was a general one, but then I posted another, where I included everything I could only found about, that I have described in readable and neat manner. I could say I did that what someone working for Adobe should do. But I did that myself for free and you already got everything tested, just given to read, check it yourself and reply for.

What is really strange, that I reported was mainly about bug introduced into 19.0.0, something what changed behaviour that was part of Photoshop for at least 15 years (that works even in CS2!).

I believe current bugs, that are related strictly to CC 2018 (so those weren't present before) are for you the most important to fix. I'm confused noone care of. I think so as I linked staff to this topic in 4 other places, unfortunatelly with no avail.


This topic is also dedicated to other unanswered topics, like mine (read at least 2nd post of me where I provided with all details, especially from sentence starting wtih "A short illustration(...)"):

https://feedback.photoshop.com/photoshop_family/topics/opened-document-s-is-are-invisible-after-comi...
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Kukurykus

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Posted 1 year ago

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Stephen Newport

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I too am befuddled as to why some topics get a lot of responses from Adobe right away, while others, even with a wide amount of responses and me too's, several years old, have never received a response
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Cristen Gillespie

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I think a big part of the problem may be the amount of traffic in a forum that doesn't make it easy to filter in any way that would be useful—such as "no reply" or "unread."

Since the end of January, I'm signed up for notifications, someone else here helped me check that I have everything in my Preferences set the same as they do, but I'm not getting any except just last week to one very, very old thread as it became active again.

I, too, asked for help with this and no staff responded.  However, to that point, I've noticed that I simply stumble over threads I participated in, but each day, several scroll so many pages away, I don't know where they are anymore. I don't know if I've seemed rude to people for not responding. But I can't find the threads again to respond to them if there IS someone waiting on it.

So I'm going to bet, especially knowing the Staff a bit now, that threads get lost in a matter of a day or two. The further down the rabbit hole they go, the harder for staff or anyone to find and respond. And remember, this is an extra burden on Staff. They have day jobs they have to do, too.

I think it's poor site design. Look at Categories. All that is is a way to look according to what software is entered into the thread by the OP, and often enough, nothing is entered there. You have to go through Advanced Search to try to pick up on unanswered or unsolved questions, and then limit the days so you're not there all year trying to find relevant questions. It's really awkward and not designed for speed.

I put in a dummy question to bring up the Advanced Search (because of course it's not accessible on its own, then tried to sort just by needs an answer or needs a solution, plus last 7 days, and got 98 threads. Boy will that take time to get around to, and some won't be gotten to at all before the 7 days are a different 7 days.

I wouldn't otherwise read anything at all into being ignored. It's not on purpose, unless we're doing nothing more than complaining about the splash screen for PS. <BG>
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Pano:Meister

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Hear! Hear!
Same issue here: https://feedback.photoshop.com/photoshop_family/topics/ps-cc-2018-print-dialog-extremely-slow-to-ope...

Acknowledge from users around the globe that this is a serious issue, but no response from Adobe... :-(
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Johan Elzenga, Champion

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Actually, the first reply in that thread is from an Adobe staff member and somewhere down the thread he replies again...
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Pano:Meister

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Sorry but, LOL.
Do you call that a serious/concrete response? There is lots of technical data provided regarding the issue; but no relevant response to that, and/or any indication if the bug is taken seriously, worked on, disregarded, acknowledged, etc... :-(
(Edited)
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Johan Elzenga, Champion

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The point is that he does seem to be collecting information, so he does take it seriously. You may not like the speed at which things are progressing, and I understand that, but this thread is not an example of a thread where there is no respons whatsoever from Adobe.
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Paul Riggott

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Yes I entered a bug report SIX years ago and got an official reply that Jeffrey would get the Bridge team to investigate, that was FIVE years ago and nothing since.
https://feedback.photoshop.com/photoshop_family/topics/extendscript_ui_not_drawing_correctly_in_brid...
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Kukurykus

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I use Bridge every day for last 10 years, so much like Photsohop in my work. Unfortunately what I see there is no more chance anything moved on about things we expect to be done from so long. I can only imagine what you could do during just few months to change in Bridge as the best known Bridge Scripting user, and beeing most familliar with this application from us all. Not mentioning if they gave you team of couple of engineers for help, that we waited years for could be solved fastly by enthusiast. That you wouldn't fail you proved not once ;) The only one thing I do want is Adobe stopped releasing clones of previous vers., that mainly contain stuff that isn't so important or got other removed what seemed to be useful, but focused on fixing all bugs they're part of Bridge so long that appear to be like Bridge features :/ (this topic should be refered to Br too, not Ps only)
(Edited)
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eartho, Champion

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I wonder if this bug is related to launching Ps and having no panels visible? I'm constantly needing to relaunch about 50% of the time and this bug has been around since CC15-ish...

I've also experienced the issue you're describing, but on a mac.
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David, Official Rep

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Howdy Kukurykus,

I can't speak for other employees, but personally, I try and address at least a half dozen user issues on the various forums every work day.  As Cristen correctly points out, however, for many of us, this is not our "day job" and we're checking in here in addition to our regular tasks.  If I go "silent" for a week, it means that I've probably been pulled onto some impacted project (or that I'm on vacation).  That may seem weird, but this is also, officially, a user-to-user forum.

For the bug that triggered this post, well, once you mentioned it, I checked it out and I've logged a bug (great research, BTW!).  But, I get literally several dozen messages (or more) a day just from GetSat.  Many involve products which I don't work on or include hardware I don't possess.  Ultimately, however, these are all just email messages and thus easy to get lost as time goes on.

Speaking for myself at least, if there's an issue that isn't getting love, add a comment about why it's important and/or ping those of us who address such topics (for instance, I'm generally focused on Text, Shortcuts, Metadata, Workflows, and non-English users -- I don't work with Bridge, sorry).

I hope that gives some transparency.  And thanks for being concerned...!  8-)

Thanks,
David
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Stephen Newport

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Thanks David, much appreciated! 
For many of us, this is our only contact with Adobe, as phone support is generally a lost cause
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Official Response
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Kukurykus

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I just read that and now I got to know whatever we ask / report there is no obligation that to be answered however possibly it will be ;)

I never seen that topic. It should be somehow pinned so users will be aware of that I wasn't. It's why I created above topic.

Thx for clarification. Photoshop support is generally good, I do see progress, so no real reasons to complain. The question is why there's no such focus on Bridge matters? I like this application, it's very helpful and I can't imagine using other one, but I can't deny reality. I think Paul Riggott could say the most how we suffer lack of response and engagement of Bridge team. Okey that's offtopic. Thx for a link and reply!
(Edited)
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Pano:Meister

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Interesting!
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Will this feedback site replace feature request and bug reporting form?

Yes. As of May 17th, 2011, all digital imaging products will use this site as the place to submit feature requests and report problems.
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If I read this; I would conclude... "...report problems" as I did... But what happens then?

Because I reported a PROBLEM/BUG:
https://feedback.photoshop.com/photoshop_family/topics/ps-cc-2018-print-dialog-extremely-slow-to-ope...
like many other users also experience.
And even here:
https://forums.adobe.com/thread/2411564
again, like many other.

But then.... then it was quiet. So what can I expect?
And/or should one report these kind of problems @Adobe in any other way?
Could you please clarify? Thank you!
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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We're investigating this issue with graphics card/driver manufacturers.