Great Customer Support From Adobe!

“Adobe Photoshop CC is not responding.” This is all I got to go with. I could have waited for a response from the software or I could have sent a report to Microsoft but we all know that those are not real options. I don’t even know what the “Report problem” button does or if it even works or not. So I did what every person would do: Google it. Luckily it seems this is a common issue, but with multiple sources so naturally it would have multiple recommended solutions.

I have tried many suggested solutions, here is a brief list:

  • Licence reset
  • Driver re-install
  • Driver down- and up-grade
  • Removing and installing Creative Cloud
  • Removing and installing Photoshop

Contacting Adobe Live Support for help

All these had no success at all. After 3 hours of unsuccessful attempts I contacted Adobe Support on the verge of true panic as I had 2 deadlines that day, and half of my working day has already passed away with panic and frustration. I was preparing to cancel my after work gaming session and chill time to catch up to my timetable.

I used Adobe’s live support. The first person with whom I got in touch with was very helpful. She asked questions to see if I might have missed a a few basic methods of restoring the software suite to working order, but she quickly noted that I have managed to get into a bad situation that she could not help me out of herself. So She escalated my ticket to a higher level Tech Support representative.

[flde_special_heading heading_size=”h3″]at this point I was so desperate  that I would have probably sold my soul to the first bidder who restored my Adobe suite to a fully working condition[/flde_special_heading]

The new support representative asked me few basic questions like: ‘Problems encountered?’ and the methods I had tried to fix said problems. After a few lines of conversation he asked me if I would allow him to take control over my computer to see if he can fix the problem quickly. At this point, I would have gladly sacrificed a goat or named my first-born after him. I agreed to this, even though I don’t like it when people try to poke around my machine. He gave me a short code and a link to download a specialized desktop software from. Then we got started!

Path to Figuring Out the Crash

The software was a Java application that I downloaded and installed on my machine (ewwww… Java). Please note that under normal circumstances I would have just instantly deleted this software as I don’t trust Java as far as I can throw it, but at this point I was so desperate that I would have probably sold my soul to the first bidder who restored my Adobe suite to a fully working condition. After the installation, I copy & pasted the code, and started the session.

I have to admit: I was very surprised. I run Windows on my native language (Hungarian) so I expected the supporter to just give up and give me the instructions how to resolve this problem. But au contraire! He navigated my Hungarian Windows with dual monitors like he was the one who set it up and had used it for months now. It took the representative all of 2 minutes to repair and restore my Creative Cloud software and all related apps to full working condition.

The supporter then opened up a few PSD-s and images in Photoshop to make sure that it was in full working order, after which he signed off. The installed remote desktop app reported that the connection was closed and asked me if I want to remove it from my computer. I clicked ‘Ok’, and the software removed itself from my PC. Every file and registry entry was removed without a trace; which was a really nice surprise.

So what should you do if you get this message: “Adobe Photoshop CC is not responding”?

  1. Close down Adobe Creative Cloud.
  2. Hit ‘Windows BTN’ + ‘r’ <- The run command dialogue.
  3. %appdata%
  4. Navigate to this folder: ‘C:\Users\username\AppData\Roaming\Adobe\Creative Cloud Libraries\LIBS’
  5. Find this file: ‘librarylookupfile’
  6. rename it to ‘old_librarylookupfile’
  7. Restart Adobe CC.

This should restore your adobe applications to working order (granted it will only work if your source of the problem is the same is mine).

[flde_special_heading heading_size=”h4″]Please note that there may be more problems that cause similar unresponsive programs. Most commonly, the graphics driver causes issues with the application. The above solution is just one of many possible resolutions to a problem.[/flde_special_heading]
[flde_special_heading heading_size=”h4″]If you feel your are stuck don’t hesitate to contact Adobe Live Support for help![/flde_special_heading]

The Conclusion

In any case, I have to give Adobe a nice cookie for this. While the issue is unique to Adobe, they still have a very well trained crew of experts to help you solve any issue and quickly get back to your work. This premium quality support is well worth the price of the CC suite.  Especially if you consider that you are making your honest living using their amazing software to begin with. A good quality support for a premium software and services is expected and much appreciated to have.