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Adobe Support Advisor

When you use the Adobe Support Advisor to report an issue, it can package and send relevant information to Adobe to help the Adobe support team identify and respond to current customer problems.

Issue reports are voluntary. Issue report packages provide statistics about problems that have occurred, allowing the Adobe support team to address issues in future product enhancements, as well as provide updated troubleshooting information in technical documents.

The Adobe Support Advisor uploads files to Adobe when you click Package for Support, or when you exit the ASA tool.

• When you click Package for Support, the tool compresses and upload the following information in a ZIP file:
• An XML summary file, or issue report, that contains error IDs, and for installation problems, snippets of information about the error messages.
• System information such as the operating system version, processor, and installed memory, and issue information such as the issue ID and certainty level.
• For the Creative Suite Product Install module, the installation logs for the last complete installation attempt, including PDapp, amt3, oobelib, Creative Suite Installation log, and so on.
• For the Downloaded File module, the download type, browser type and version, firewall, and anti-virus software
• For the Connect module, if you choose to send email to the Connect support team so that a member of that team can contact you directly, we will ask you to share your email address, user name, telephone number, customer ID, and the token number you received after sending a package. This information is only kept for one month.
• If you choose to send an issue report when you exit the Adobe Support Advisor tool, it uploads only the XML summary file.

What happens to the issue report data?

The issue report data is sent to an Adobe server, to be analyzed by Adobe Quality Engineers.

What does Adobe do with the issue report information that is collected?

The Adobe support team analyses report information to determine the frequency with which particular issues occur, so that those issues can be addressed with help articles and product enhancements.

What should I do after the package is sent to Adobe?

When Adobe receives your package, you receive a token number. Contact the Adobe Customer Care team to open a support case. Provide the token number, to enable the team to download the package and diagnose your problem.

What does the Connect support team do with emails sent through Adobe Support Advisor?

A member of the team contacts you directly to help solve the problem. The email is deleted after one month.

How long is uploaded information kept on Adobe servers?

Uploaded information packages are deleted after 14 days. Issue reports (the XML files that contain only error information) are retained.

Can I refuse to send information packages and issue reports to Adobe?

Of course. Simply choose Cancel in the dialog asking for your permission.

Can I refuse to send email to the Connect support team?

Yes. Simply close the Send Email dialog.

Do I have to provide the download environment information if I want to send out the package to Adobe for the Downloaded File module?

Yes, this information is required if you want to send out the package to Adobe.

Will I receive spam as a result of sending email to Adobe for Connect issue?

No, you will not receive spam email from Adobe as a result of sending email to Adobe for a Connect issue. The Connect support team may contact you via email.

Do I need an Internet connection?

Yes, an Internet connection is required to send an issue report, package, and email through this program.

Why should I trust Adobe with handling the information I send?

The issue report sent to Adobe can only be accessed internally at Adobe. The packaged data can only be accessed by the Adobe internal support team and system administrator. All information other than the basic issue report is removed periodically. The content of the issue report itself includes no personal information. You can learn more about how we handle user/customer information by reviewing Adobe's privacy policy.

Does the Adobe Support Advisor always send packages to Adobe automatically after I agreed once?

No. Adobe Support Advisor asks your permission each time before sending a package.

Can I control the settings of the Adobe Support Advisor?

Yes, there is a Tools button at the bottom left of the Adobe Support Advisor window that brings up a Preference dialog. You can set these preferences:

• Autorun mode: Selected by default, this allows install inspection to occur automatically. Deselect it to run install inspection manually instead. The other modules are always manual and never run automatically.
• Hide inspecting option dialog: Selected by default, allows the Adobe Support Advisor to automatically check the log file according to the date and time constraints that you set here. If you deselect this option, each inspection prompts you to provide a specific time range within the log file, and inspects only that part of the log.
• Maintain a history of issues: The default setting is "Don't save at all." You can set a specific date and choose to save all issues after that date, or save issues for a set number of days.