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Frith Ra
Frith Ra
Participating Frequently
November 4, 2016
Question

Config error: 16 (& "support" gripes)

  • November 4, 2016
  • 1 reply
  • 941 views

I've been having trouble with my PhotoShop Elements programs  (6, 10 and 14) all hanging up for extended periods and (especially with 14) crashing, which, when it happens while saving totally corrupts the file I'm working on. When the files "hang" the color wheel just spins and no amount of waiting (really, I went away for a weekend one time and came back it was still hung up) seems to resolve that issue.

I've lately also been getting a dialog box when I start up which said to upload a java 14 for OS X program. Today I did just that and then went immediately to trying to open Elements 14 (which I paid good money for, and still haven't been happy with, mostly because of the clunky hanging issues) and I immediately get a dialog box which says: "Configuration error

Please uninstall and reinstall the product.

If this problem still occurs, please contact Adobe technical support for help, and mention the error code shown at the bottom of this screen.

Error: 16

http://www.adobe.com/support/"

Which is how, after looking for that support, I came to be here. I can only say that the Adobe support system is one of the worst I've ever had to deal with for a major product. I've seen malware with better support.

I need this program working now, not six months from now. I need to talk to a knowledgeable person who can tell me if a planned action is relevant or stupid. I need to know that someone will take me seriously and  not decide that maybe I'll read the forum today. And I really need that Adobe not say that my product doesn't have phone support when they don't even seriously know what my particular problem product might be.

And, I, apparently, need to vent about this.

    This topic has been closed for replies.

    1 reply

    S
    Adobe Employee
    swapnil01
    Adobe Employee
    December 1, 2016

    Hi Fredrick,

    I really apologize for the delay in response from our side. For the issue "error 16" that you are facing, please try the steps mentioned in -

    Configuration error in Adobe Creative Cloud or Adobe Creative Suite.

    If this doesn't help, please let me know we will try mitigate this as soon as possible.

    Thanks,

    Swapnil

    Frith Ra
    Frith RaAuthor
    Participating Frequently
    December 3, 2016

    I got some help from a game designer friend who actually gave me real time, useful information. The "error 16" issue is resolved, but I still haven't been able to get the hanging issue fixed. if anything, it has gotten worse.

    I have acquired a new version of Elements 15. If that doesn't solve the problem, then I'm going to another provider.

    I am no longer happy with PhotoShop. I still think that your customer service sucks.

    mytaxsite
    mytaxsite
    Inspiring
    December 3, 2016

    Frankly, if all the PSEs are giving you trouble then perhaps this the time to bite the bullet and reformat the HD and start everything again.  I can tell you that your system has become very unstable and no amount of intervention from you or from Adobe technicians will solve this.  You need to wipe the disk clean and start all over again.

    Of course, this depends on your expertise and how organised you are.  Doing this is not simple because you need to backup your personal; data, and gather all the relevant serial numbers and for some programs deactivate your software so that you don't have problems activating them again.

    You need to make a list and what is to be done is to be written down so that you can tick them as you go along.

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