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DJ Macro
Participant
August 5, 2016
Answered

PSE Download Assistance

  • August 5, 2016
  • 1 reply
  • 358 views

A little help please,

I purchased PSE14 and Premier through Adobe as a download. I downloaded them both, hit the .EXE file and all seemed to go well. However, neither program will accept the license key (says it is invalid). I contacted PSE support & they could not get it to work either. After a few days, received an E-mail saying the license keys ought to work now and to deleting the programs, re-upload and try again. Did as told, but license keys still did not work. Contacted support again. This person requested I change the program file name to ".old" and try the download process again. I could not change the file name because my PC kept telling me it was in use (even after a re-boot and Task Manager showed nothing open). Support has now given me the task of changing or renaming a list of 15 program files to ".old" and try the download process again. Do I really need to go through all this to do some simple photo editing? Any help, suggestions or advice to simplify this process would be most appreciated.

Thank you

    This topic has been closed for replies.
    Correct answer DJ Macro

    Yes, by "delete the programs" I used the uninstaller. There was never any mention of "Adobe Cloud". Not even sure what that is. I ran uninstall again tonight and re-uploaded. Received the same message fr PSE. However, PSE Premier did accept the product key and seems to be working just fine. Go figure.

    1 reply

    DelphiZoa
    DelphiZoa
    Participating Frequently
    August 6, 2016

    Since they've worked with you in some depth, I'm guessing Adobe support is making logical suggestions based on your specific situation. That said, out of curiosity, when you say you deleted the program, do you mean you ran the uninstaller (Uninstall Adobe Premiere Elements or Photoshop Elements)? If so, after uninstalling, did support ask you to Use the Adobe Creative Cloud Cleaner Tool to solve installation problems? Sometimes this can clear out corrupted remnants that are blocking installation. You might try it before going through the process of renaming program files just to see.

    More info on the typical troubleshooting steps for dealing with an invalid serial number error are here: Error: "The serial number is not valid for this product" | Adobe Creative Suite​.

    Let us know how it goes!

    D
    DJ MacroAuthorCorrect answer
    Participant
    August 6, 2016

    Yes, by "delete the programs" I used the uninstaller. There was never any mention of "Adobe Cloud". Not even sure what that is. I ran uninstall again tonight and re-uploaded. Received the same message fr PSE. However, PSE Premier did accept the product key and seems to be working just fine. Go figure.

    DelphiZoa
    DelphiZoa
    Participating Frequently
    August 6, 2016

    The Adobe Creative Cloud is how most of Adobe's programs (apps) exist now. The Creative Cloud Cleaner tool is just a program for removing the leftover bits and pieces of old Adobe stuff that can cause conflicts with new installations. The name CC Cleaner tool is somewhat misleading, since it it also works for non-cloud software like Elements.

    I'm glad Premiere Elements is finally behaving, but that doesn't help much for your aforementioned goal of photo editing. I still think uninstalling and giving the cleaner tool a try is worth a try. Of course, you will have to reinstall again. You could also try Contacting Customer Care once more to see if they have a fresh fix now that one of the two programs is working.

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