I’ve spent a lot of time this week trying to install Adobe Creative Suite 4 on my work machine. I was the last of four of us on a group license to install it. And I was the lucky one who ran into problems with the installation.

Specifically, when I got past entering the serial number and telling the installer where to install the programs, I got to a page saying “Preparing to Install…” The Install button was disabled for about ten seconds, and then it was enabled. If I clicked it, the same thing happened. It was one of those “how to keep an idiot busy” situations.

I installed Windows XP Service Pack 3 and got some help disabling the anti-virus software on the computer (which I didn’t have rights to do). So if you encounter this problem, try these first (if you’re running Vista, try Service Pack 1).

After trying a lot of different things with one of my department’s technical support reps, we managed to install Fireworks only. After that, I could install Dreamweaver and Acrobat 9. But nothing else would go. I even tried searching on Adobe’s site for some information and found a forum thread that wasn’t completely resolved.

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At the STC conference, I remember someone—possibly Scott Abel in a presentation—saying that technical communicators really ought to be out in the online support forums for the products that they document. I agree; in the forums you can see the problems that real users are having and what the answers are if anyone has provided them. Being the technical writer, you may know some of those answers yourself. But at the very least, you can find out how people are using the product and what frustrates them.

It seems that Adobe heard the call. Within the last couple of days, a self-identified “technical writer for RH working at Adobe” has begun participating in the RoboHelp forums on Adobe’s site.

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A couple of years ago, I was using RoboHelp X5, a help authoring tool (HAT) that was several years old. In the software industry, letting your product go that long out of date is bad for business. RoboHelp still had a lot of users for a couple of reasons: Many had used RoboHelp and its predecessors for years, and there weren’t very many alternatives.

Macromedia had shelved RoboHelp and disbanded the product management team and RoboHelp developers in 2005. Mike Hamilton, the product manager, left about that same time. On the Internet, Hamilton criticized Macromedia, and by extension Adobe Systems, who had purchased Macromedia. He announced his joining a new company, MadCap Software, and that they would be releasing Flare, their flagship product and new HAT.

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