photoshop_faq's profile
Adobe Administrator

Adobe Administrator

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158 Messages

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14.3K Points

Fri, Dec 30, 2011 2:36 AM

Closed

Answered

What is the best way to get help downloading, installing or activating my product?

I'm having trouble downloading, installing or activating Adobe Photoshop, Adobe Photoshop Elements, or Adobe Photoshop Lightroom. What is the best way to get help?

29 Messages

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474 Points

10 y ago

Hi
All started here: http://forums.adobe.com/message/4193019 - for more info

It is too long to re-describe.

I did uninstall Photoshop Premiere Elements 7 again and re-downloaded from adobe website [just in case I had a corrupted one].
Re-installed and when I input the Licence Key [correctly] it says it is not valid.

I also had Photoshop Elements 7 installed previously and now have a 'full' version of Photoshop Elements 10.

I wish to re-install both on the same computer I have PPPE10 and PE9, then I will unistall them and install them on another PC.

Thank you for your help
M

This reply was created from a merged topic originally titled
Cannot re-activate Photoshop Elements 7 and Premiere Elements 7 with correct licence.

Adobe Administrator

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16K Messages

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296.7K Points

Since this issue might require sharing your serial number, your best bet is the "Digital Imaging Product Chat Support" mentioned in the Official Response at the top of the page.

Sr. Product Manager, Adobe Digital Imaging

29 Messages

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474 Points

OK

But :
1. it was only used on one Computer - the same computer! We will see.
2. is there a UK Chat Support? Seeing we have 8 hours time shift here!

Thanks

29 Messages

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474 Points

All this trouble because of Adobe's way of 'keeping' licences in control!
Why not use a USB Hardware key then?

Adobe Administrator

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16K Messages

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296.7K Points

If you've registered your serial number with your Adobe ID on Adobe.com I can have someone investigate your activation issue.

Sr. Product Manager, Adobe Digital Imaging

29 Messages

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474 Points

If you could have the activation reset for both PRE7 and PE7, I can try and hope it is only that, but I doubt it as I only run them on the same laptop.

If that for whatever reason does not work, they will need to invalidate the 2 old keys and replace them with 2 new ones and hopefully work.

They both run great on a PC 3GHz CPU and only 2Gb memory on a XP-32bit and that makes me happy if only I could have them finally off the Trial.

Thanks for helping

4 Messages

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104 Points

10 y ago

When I put in the disk, it doesn't show up a dmg file. No start-up, no nothing! what do I do???

This reply was created from a merged topic originally titled
Can't install Photoshop Elements 10 from disk onto iMac 10.6.8.

Adobe Administrator

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16K Messages

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296.7K Points

Hi Lorna, try the chat option so someone can work one on one with you:

http://adobe.ly/DI_Install_Activation...

Sr. Product Manager, Adobe Digital Imaging

29 Messages

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474 Points

Hi Lorna
Let us know how you got on on this thread for others with the same problem.

Thanks
M

2.1K Messages

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32.2K Points

Make sure you are putting in disk 3 of the set of disks. Disks 1 and 2 are for installing on Windows and will not work on your Mac. This should be printed on the disks themselves, just above the disk numbers on the right side.

4 Messages

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104 Points

10 y ago

Oh for goodness sake - that's printed in such tiny type!! Thank you. I actually downloaded a trial and put in my serial number. worked a treat. Thanks for your responses. I appreciate it.

2 Messages

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92 Points

10 y ago

I recently loaned my master CD for Photoshop Elements to a friend so they could install the evaluation copy of Premiere Elements. Unfortunately, that person installed the full copy of PSE in error, but then uninstalled it ... without deactivating the product first!
So, I am now locked out from my own 2 legitimate copies of PSE as Adobe believes there are 3 copies currently in use!
To make matters worse, my friend has since disposed of her (faulty) Laptop and there seems no obvious way of resolving this licencing issue.
Is it possible to advise Adobe of the 2 legitimate computers on which I need to run my software?
Can someone please advise?
Thank you.

This reply was created from a merged topic originally titled
Photoshop Elements: I have exceeded the permitted License count.

2 Messages

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92 Points

10 y ago

Thank you "Adobe Support" for promptly resolving this licensing issue.

I am now able to access my legitimate copy of PSE once again.

1 Message

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62 Points

10 y ago

Due to a failure of the mainboard of one of my computers, I had to replace the mainboard and, subsequently, processor, memory and graphics card. Additionally I had to reinstall the operating system (in my case Windows XP) and all applications, amongst those Photoshop Elements. Since I have installed a copy of this version of Photoshop Elements on the above mentioned system and on a second system, I cannot activate my new installed copy on the system with the replaced components. Adobe requests to inactivate one of the installed copies and does not take into account that the second copy was before actually installed on the defective computer - now with the replaced parts - and that this copy cannot be de-installed, because it (the computer in question) does no longer exist! Such a problem should be adressed to, and although I fully agree to your politics against piracy I am as a customer not really satisfied with the situation.

This reply was created from a merged topic originally titled
Request of inactivating a copy of Photoshop Elements which is already no longer existent.

Adobe Administrator

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16K Messages

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296.7K Points

Hi Klaus, if your adobe ID is the same email address you have here, I'll submit a request to get you set up.

Sr. Product Manager, Adobe Digital Imaging

1 Message

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60 Points

10 y ago

I have 2 completely new computers and want to install my photoshop elements 8 onto 1 of them. It was originally installed on 2 older models (laptop and desktop purchased in 2005) of computer that now have been recycled. Can you tell how I can inactivate the old installations when I no longer have those computers?
Thank you.

8 Messages

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144 Points

10 y ago

Hi,

My HD crashed today.
I purchased Lightroom 4.
How can I reinstall Lightroom 4?

Freddy

This reply was created from a merged topic originally titled
Reinstall Lightroom 4.1 after disk crash.

1 Message

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62 Points

9 y ago

...and now I can't run on Photoshop 9, installed May, 2011. Worse yet, I've turned my home upside down trying to locate my installation disk. No luck thusfar.
HEEELLLLLLPPPPP!! Is there anyway Adobe can deactivate these licenses so I can run my installed Photoshop 9 without receiving the "already activated on two computers" message. I can provide specifics on the computers it was originally on.
Hopefully, I'll soon locate my installation disk so I can provide a valid license number (have the box w/product key)....but thats not getting me anywhere.
Thanks for any info. re: things to try.

This reply was created from a merged topic originally titled
2 Licenses Activated - One computer has been destroyed, the other upgraded to Windows 8..

Adobe Administrator

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16K Messages

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296.7K Points

See the options above for getting help with Activation.

Did you register your copy of PSE 9? If so, you could look it up by logging into your adobe ID: http://blogs.adobe.com/photoshopdotco...

Sr. Product Manager, Adobe Digital Imaging

2 Messages

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82 Points

9 y ago

I have had dificulty in contacting adobe about a registration problem with elements 8 none of the links work for me. As my old systems crashed unrecovrably I can't deactivate possibly 2 instalations(diferent partitions same machine). The situation is further complicated by having elements 2 also around diferent PCs. After 2 hours of links not working etc. i feel that buying elements 8 may have been a mistake.

This reply was created from a merged topic originally titled
Prospective loss of use of adobe elements 8.

1 Message

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62 Points

9 y ago

My Mac is freaking out and the apple people say that, after going through full diagnostics, it looks like my PS is glitching. I can see that because the program randomly quits, fairly often. They reccommend I reinstall my PS program but this is the second Mac I've had it on- do I need to rebuy or will y'all allow my product keys to be valid for this situation?

This reply was created from a merged topic originally titled
Re-install permitted for program glitch?.

Adobe Administrator

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16K Messages

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296.7K Points

Hi Ashley,

If you can still launch Photoshop on the affected computer you should try and deactivate: http://kb2.adobe.com/cps/100/1008779....

If that's not possible, you'll need to contact support from the link above for assistance with activation issues.

Sr. Product Manager, Adobe Digital Imaging

1 Message

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62 Points

9 y ago

I have an active subscription on amonth to month basis with automatic renewal for pgotoshop cs6, but after 30 days trial i am not able to launch the software. I have contacted the email support (adress that shows on the "welcome to your subscription" email sent from Adobe to me but i don't even get an answer. an anyone give me an idea how to resolve this issue? I run on PC, windows 7 64 bits. Thanks

This reply was created from a merged topic originally titled
Photoshop CS6 subscription issue - software won't launch after 30 days trial.

3 Messages

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82 Points

9 y ago

I use Elements 9 on two systems and these were working fine until I replaced a faulty browser on one of the systems. This now triggers false 'exceeded No. of installs' response.
I reloaded Elements to no avail. Countdown has started.
Please help.

This reply was created from a merged topic originally titled
Elements 9 gives false exceeded No. of installs reports..

Adobe Administrator

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16K Messages

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296.7K Points

Hi David, try activating now. Let me know if you're still having trouble.

Sr. Product Manager, Adobe Digital Imaging

3 Messages

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82 Points

Nope - still get an activation warning.

3 Messages

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82 Points

I'm talking out of my hat!
After re activation it works fine - many thanks..

Adobe Administrator

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16K Messages

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296.7K Points

Great. Thanks.

Sr. Product Manager, Adobe Digital Imaging

5 Messages

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124 Points

7 y ago

This reply was created from a merged topic originally titled Lack of Customer Support Access.

I tried to find any customer support directly from Adobe but they choose not to have one. Working in customer service, I find this unsatisfactory since they create a product that almost every professional photographer uses. I can call any of my labs to get support and if it is out of their realm of assistance, they offer other help through websites/training, etc. Anyone else find this rather unprofessional of a company, especially the size of Adobe? It just seems as though they would care more about ways to help their customers versus a forum page. Just my thoughts. Anyone else see it this way?

2 Messages

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80 Points

6 y ago

This reply was created from a merged topic originally titled How to deactivate a PC or have someone talk to me.

Old computer crashed...I am trying to install my copy of Photoshop Elements 13 on my new computer...purchased in February. Have asked forum, received an answer which I cannot follow as deactivate option is not available under help section as indicated in answer. Cannot find someone to speak to or the appropriate forum. Spent over two hours this morning looking....not happy at the moment. I have a CD version, it is loaded on my PC and stops me from going any further with the message relating to serial number being used too many times. I simply need clear deactivation instructions or for Adobe to deactivate my earliest activation of PSE 13. My Pc version was activated in February this year, around April I asked and was shown how to download a copy for my laptop.