Why is Adobe Muse getting stuck while trying to merge changes made in in browser editing?

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my client contacted me morning let me know 1 of pages on website down , urgent gets fixed. tried opening muse merge changes , re-upload files. didn't work. muse got stuck in merging of changes client made in in browser editing. called adobe , have spent 2 hours on phone adobe muse representative trying troubleshoot problem. gets point of merging/updating files 2 of 3 gets stuck. rep instructed me update muse did , tried again merge changes, , didn't work. next, rep asked me change muse preferences folder in library "old" instructed uninstall muse , re-install on computer. did that. still not working. rep wanted me create new user on computer. what?????? doesn't make sense @ all. when asked speak tier 3 tech support told no 1 available, have supervisor call me in few minutes. i'm still waiting call back.

 

so client's site not down decided client's permission not merge changes made , re-upload file saved.

 

can please let me know how fix problem muse's ability merge updates next time happens won't have waste 2 hours on phone , still not correct answer or call adobe? getting bit frustrated lack of product support. thank you.

hi andrea,

first of all, let me apologize poor support experience had. i've forwarded thread on support manager take look.

 

this sounds hit bug we've heard reports of haven't isolated yet when merging text. there 1 text frame that, when try merge, crashes muse. until fix bug, best work around find text frame (usually clicking merge on each change until muse crashes, sorry ), restarting muse, , skipping merging 1 change. afterwords, re-make edits text frame hand. know isn't great work around, should @ least , running.

best,

sam



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