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Graham5ED5
Known Participant
February 6, 2023
Question

Reinstall Photoshop Elements 2023 and Premiere Elements 2023

These 2 programs suddenly fail to load.  A message appears saying "Please reinstall or contact customer care". I have tried to reinstall but the process aborts after about one minute. 

 

I am using a PC running Windows 11.  What has gone wrong? 

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    20 replies

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    February 6, 2023

    your preferences could have been corrupted or your version of win 11 is not compatible.  is win 11 version 21H2?

     

    if so, reset your preferences

     

    photoshop elements: https://helpx.adobe.com/photoshop-elements/kb/preference-file-locations-photoshop-elements.html, http://www.photokaboom.com/photography/learn/Photoshop_Elements/troubleshooting/1_delete_preferences_file.htm

    premiere elements: https://helpx.adobe.com/photoshop-elements/kb/preference-file-locations-photoshop-elements.html

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      Graham5ED5Author
      Known Participant
      February 6, 2023

      Thank you. I am running Windows version 22H2.

      I have followed the links you provided but to be honest I don't really understand what I am required to do to change the preferences.  I have followed the paths APPDATA\ROAMING\ etc etc but can't see any options to alter anything.  I'm a bit out of my depth I'm afraid

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      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      February 6, 2023

      can you find the directories listed?  eg, for pse 2023 can you find

       

      C:\Users\[your user name]\AppData\Roaming\Adobe\Photoshop Elements\2023\Editor

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