Skip to main content
G
Graham5ED5
Known Participant
February 6, 2023
Question

Reinstall Photoshop Elements 2023 and Premiere Elements 2023

  • February 6, 2023
  • 1 reply
  • 3955 views

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? 

    This topic has been closed for replies.

    1 reply

    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

      G
      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

      G
      Graham5ED5Author
      Known Participant
      February 6, 2023

      so delete everything in the listed folders. or, if you're prudent and wary (like me), i would zip all those files in a package named _preferences.zip and leave them in that folder.  then delete the unzipped files.  

       

      that way

       

      1. if things get screwy, you can easily restore your old preferences and

      2. _preferences.zip will be at the top of the directory's alphabetical list so if everything goes great and you forget about it, some day if you open that directory, you'll quickly see that file and know you can delete it.


      Thank you again.

      I'm sorry but I am not really following what you mean. It's not a criticism it's just that I'm really not a tecchie.

      If we take Photoshop Elements for example, what exactly are the "listed folders" you refer to?  In the screenshot I sent you I can't see any folders.

       

      Also, what happens then?  Are you suggesting the programs will open once the folders have been deleted?

       

      Thanks for you patience

      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices