[Old4wd]

I have been using Photoshop 7 and have never had any problems with the Help function. I installed Photoshop CS3 last week and it seems to be working well, at least the ones I have used so far. When I click on Help, the Adobe Help Viewer opens up and displays this message, "This topic is in the help system of another product.To view the topic, install the product. about blank" The only other Adobe products I have installed, other than those that came with CS3 are Photoshop 7.1 and Adobe Reader 8. I contacted Adobe support and was informed that the only problem they were aware of with the Help function involved the Danish Language that was fixed with a patch. Under their direction I ran the repair function, did a compete removal from windows, ran the CS3 removal tool downloaded from Adobe, and the problem still exists. I have a case number from Adobe and was told that problem would be escalated to the next level of support for resolution. So far no word from Adobe and I will continue to push for a solution from them.

Have any of you had or heard of this problem and know what it takes to resolve it?

Screen shot attached.

Old4wd

[Old4wd]

I have a temporary fix but the root cause has not been identified and a general fix is not available from Adobe. The temporary fix works on my installation but may cause problems if placed in general release with more than one CS product installed.

[slipe]

Was the fix a patch they emailed or just some stuff you had to do with the computer?

[Old4wd]

It was not a patch. As directed by Adobe Technical Support I temporally disabled various files in the call for Help path. When the disabled file allowed the call for Help to complete was identified it was renamed and left in it's original location as a placeholder. I agree with Adobe Technical support that the root cause of the problem must be identified before the condition can be considered fixed. It's possible that some combination of programs that is unique to my computer may be involved. Disseminating information on a "fix" that has been only tried on one end user computer without root cause analysis could result in unintended consequences for user computers with more than one CS3 product installed.

I will continue to work with Adobe Technical Support while they continue the root cause investigation.


Old4wd

[slipe]

Thanks for the feedback. I guess the answer if someone else asks is "call tech support".

[Old4wd]

At this point in time it is "Call Tech Support".

However, if they don't seem to be aware of such a problem and have a known fix, I recommend that you be polite and request to be transferred to a Supervisor/Manager. Request the Supervisor/Manager to verify with Level 2 support that such a problem is known and being investigated. If you don't, the Level 1 support will have you doing all the steps displayed on the "splash screen'" they follow to resolve a problem with a new installation.

These steps were ineffective in resolving my problem and I know Level 2 support is aware of the problem.