Self Help Only

NOTE: These products are not supported by the Help Desk. This document is provided for self help purposes only. Please contact the manufacturer or system developer for help.

First, view Help Desk Documentation on Adobe Products. If a solution cannot be found in our Knowledge Base, click on one of the following links that best describes your problem:

• Installation Problems(CD isn't readable, installation fails, etc.)
• Application Errors (Application freezes, gives error codes, etc.)
• Functionality Questions (How do make a PDF?, etc.)

If you are a UW-Madison student and are having problems with Illustrator or Photoshop, you may consult the following:

• Software Training for Students - Free software training offered by DoIT on a variety of topics and software. Online training via MindLeaders is also available via the STS program.
• Ask A Trainer - A service run by Software Training for Students that allows all students, not just those who have taken a class, to get face-to-face, live chat, phone, or email assistance with a variety of software programs.

Installation Problems

If an Adobe product will not install on your computer, follow these steps to troubleshoot your problem.

1. If the installation CD is not recognized by your computer, it's possible that the CD has errors or is damaged. It should be tested on multiple computers with working CD-ROM drives to see if any computer is able to read the disk.
   • If the disk still can't be read, the CD is most likely non-functional and needs to be replaced. Talk to the person or vendor who supplied the disk(s).
   • If the disk can be read by other computers, it’s most likely a hardware problem with your CD-ROM drive. Call the DoIT Help Desk at 264-HELP for assistance diagnosing the problem.

2. Adobe User Manual. Read through the installation instructions and follow them step-by step.

3. Adobe Support Website. Adobe's online support has documentation on known issues and common problems users encounter. Choose your product from the dropdown menu entitled "Select product page" and do a search including any error codes you may receive. You can also register for their forums and ask questions there.

4. Operating System Knowledgebase. The Apple and Microsoft knowledge bases contain documentation on Adobe products. Use their search engines to find applicable documentation.
   • Mac OS Users - Apple Knowledgebase
   • Windows Users - Microsoft Knowledgebase

5. Search Engines (Google, etc.). Performing an internet search using applicable error codes and keyword an often times produce a solution. For Google users, we recommend using the "Web" tab and the "Groups" tab for the best results.

6. Adobe Phone Support. Adobe offers "complimentary support" for installation problems and known defects. Read through their complimentary support policy and call their technical support number, using the link "techincal support number" on Adobe's page. You may incur services charges for this support.

Applications Errors

Application errors occur after the program is installed. Typical symptoms include the computer freezing and/or crashing unexpectedly. Follow these steps to troubleshoot your problem.

1. Adobe Product Updates. Choose from the dropdown menu and a list of updates will be displayed. Install all of the necessary downloads and reboot your computer.

2. OS Updates. The latest Windows Updates should be installed as the application errors could also be a result of an Operating System bug.
   • Mac OS Users - Go to Apple Menu>System Preferences>Software Update. Install all "Mac OS" updates.
   • Windows Users - Go to the Windows Update Website.

3. Adobe Support Website. Adobe's online support has documentation on known issues and common problems users encounter. Choose your product from the dropdown menu entitled "Select product page" and do a search including any error codes you may receive.You can also register for their forums and ask questions there.

4. Operating System Knowledgebase. The Apple and Microsoft knowledgebases contain documenation on Adobe products. Use their search engines to find applicable documentation.
   • Mac OS Users - Apple Knowledgebase
   • Windows Users - Microsoft Knowledgebase

5. Search Engines (Google, etc.). Performing an internet search using applicable error codes and keyword an often times produce a solution. For Google users, we recommend using the "Web" tab and the "Groups" tab for the best results.

6. Adobe Phone Support. Adobe offers "complimentary support" for installation problems and known defects. Read through their complimentary support policy and call their technical support number, using the link "techincal support number" on Adobe's page. You may incur services charges for this support.

Functionality Questions

This section covers functionality questions. If you have questions about how to perform a specific function in any of the Adobe programs, the following resources will help you find answers.

1. Adobe User Manual. Some departmental copies of Adobe software may not come with a user manual. If a user manual came with your version of the Adobe product, use the table of contents and index to find instructions for the process you wish to perform.

2. Adobe Support Website. Adobe's online support has documentation on known issues and common problems users encounter. Choose your product from the dropdown menu entitled "Select product page" and do a search including any error codes you may receive. You can also register for their forums and ask questions there.

3. Search Engines (Google, etc.). Performing an internet search using applicable error codes and keyword an often times produce a solution. For Google users, we recommend using the "Web" tab and the "Groups" tab for the best results.

4. Adobe Phone Support. Adobe offers "complimentary support" for installation problems and known defects. Read through their complimentary support policy and call their technical support number, using the link "techincal support number" on Adobe's page. For "how to" questions, you WILL incur services charges for support.