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pkrobinsmia
pkrobinsmia
Participant
November 10, 2020
Question

Launch of PSE 2021 Freezes at Initialization

  • November 10, 2020
  • 9 replies
  • 3041 views

I recently purchased PSE 2021 and installed it on a Windows 10 PC. it worked fine for a few days and then froze at initialization. I uninstalled and reinstalled the program several times and the same thing happened.  When I opened the organizer it opened fine but wouldn't let me access any of the menu items.  I have PSE 2020 on the same computer and it works fine.  I have been using PSE for many years and never had this problem before.   There must be some sort of conflict that arises after the program successfully opens. Any help would be appreciated. 

This topic has been closed for replies.

9 replies

S
See2201601588ej
Participant
November 30, 2021

OK I got this one!!! I'll die a bachelor, but I got this one!!!

Uninstall NORTON!!! Mine was Norton 360

Drag Norton application to trash

uninstall

restart

 

ShelLuser
ShelLuser
Inspiring
February 12, 2021

So... I've been a little absent from the forums for a while and this issue was one of the main causes. I'm often away from home for a couple of days which means that I basically use my setup once every week, and every single time that I got home again I got confronted with this issue. It would even get so ridiculous that I got home on Wednesday and in the evening I started PE2021 to see what would happen; things worked normally.

 

Then the next day I actually tried to get some work done, I'd fire up PS201.... and you guessed it. Very frustrating indeed.

 

However, it would seem that they are working on it, or so I guess, but it is a little confusing for me because I disabled automatic updates. So I assume the program can't update itself, but on the other hand some behavior changed.

 

Nowdays the program crashes when I try to close it. I've already sent in a detailed bug report, but it happens every time. Whether I work on an image or not: I close the program and wham, the crash report shows up. However....  much to my surprise this is also the first time since months that I was able to start the software on a Friday without having to re-install it (the re-init option which was mentioned somewhere else (removing cache directories) no longer works because that renders Premiere Elements unusable for some reason).

 

The only thing that changed on my computer are Windows 10 updates, but that's it and that's all. PE2021 is also the only program which behaves like this, other graphical software (Daz Studio, Bryce, ZBrush) doesn't have any issues at all. But yeah, as bizarre as it sounds this is actually an improvement, now I finally can get some work done (my creativity takes a huge blow when I rely on tools to be available, only to end up having to muck around to try and get things back to work. Simply put: I can't work like that which is one of the reasons I kept quiet because, well... "If you don't have anything nice to say, maybe don't say anything at all?" (other than bug reports) is what I live by).

 

Anyway, previously I mentioned the option of dynamic IP addresses which could cause something. I kinda doubt that theory was correct.

S
steve.marshall
Participant
January 25, 2021

This has happened a couple of times for me too, with Elements 2021.  I am about 95% convinced that the root cause is starting Elements 2021 when you do not have an internet connection.  That has been the case for me on both occasions.  It is extremely frustrating that the software does not handle this situation more gracefully.  If anyone from Adobe reads these forums, for heaven's sake please fix this.

    PilgrimShoes
    PilgrimShoes
    Participant
    February 4, 2021

    That's a good candidate for the issue, if it's an authentication issue.

     

    I have this issue as well. I use PSE when I need to get something done, often on a short time frame. This is a problem.

     

    Note that not all users will:

    - have the Administrator permission needed for this "fix"

    - have the serial numbers for the product handy

    or have the skill to perform this quickly.

     

    Adobe's needs are always given priority over users.

     

     

    PilgrimShoes
    PilgrimShoes
    Participant
    February 4, 2021

    I'll add that upon deleting the cache as described, it is now instructing me to uninstall and reinstall the product. Super. Thinking of uninstalling, and reinstalling PSE15.

    Jeff Arola
    Community Expert
    Jeff ArolaCommunity Expert
    Community Expert
    December 16, 2020

    For me at least i found that when i have the issue of pse 2021 freezing at Initialization during start up i force quit the program the bring up the Creative Cloud Desktop Application and sign out and sign in and pse 2021 seems to work again.

    gfmucci
    gfmucci
    Known Participant
    December 14, 2020

    Not sure if this is related, but from the Home screen, after I click on the Organizer button, the Organizer screen appears full size and flashes once as it comes on.  The commands in the top left side are frozen until I click on the page size icon in the upper left. Then I can move the screen, with another flash - then the commands in the top left side are functional.  But when the screen is full size, they are not.

    ________________________________________________________________________________________ Fuji HS50EXR, Samsung S9+. Nikon Coolpix P950. Just transitioned from PSE and PE 9 to 2021
    M
    moonpie001
    Participant
    December 14, 2020

    Works great now!!!!!  Thank you for the solution Nidhi!!!

     

    Rich 

     

    Hi,

     

    Please try the below steps to see if this fixes your problem

     

    For Windows :

    • Go to the location C:\Program Files (x86)\Common Files\Adobe and then rename the folder named SLCache to SLCacheOLD.
    • Then go to the location C:\ProgramData\Adobe and then rename the folder SLStore to SLStoreOLD. (Note: If you are not able to find the ProgramData folder, then probably it's hidden, to unhide it, you may try this)
    • The above steps are going to reset the preferences of the Photoshop Elements and that is the reason Photoshop Elements will ask to enter the serial number for the product again. Now go to the desktop screen and right click on the Photoshop Elements icon and then click on Run as administrator.
    • Then click on “License this software” and enter the serial number for the product again.
    • Check the program now.

    Note: If you are not sure what the Serial number is, then go to http://www.adobe.com  and sign in with your Adobe Id and password. Once you are in then go to Manage Your Account. Then Click on Plans on the top, Under My products (left panel) you should be able to see the serial numbers.

     

    You can also try troubleshooting from here

     

    Still face any issue, would request you to connect to the Support team directly(https://helpx.adobe.com/in/support.html) and get this resolved.

     

    Regards,

    Nidhi

     

     

     

      ShelLuser
      ShelLuser
      Inspiring
      December 4, 2020

      Check your DNS settings. When in doubt change your DNS to 8.8.8.8, flush the DNS cache (on Windows you'd use: "ipconfig /flushdns"), for best results restart the PC (which also restarts all of the Adobe services) and then try again. Today I went from a stalling Photoshop Elements to a fully working setup after doing the above.

       

      I've come to conclude that something has changed between PSE 2020 and 2021 where the latter relies more heavily on DNS requests than its predeccesor. Also keep in mind that some internet routers merely act as "DNS relays", which can basically result in DNS queries taking a longer time to resolve (assuming they weren't cached), and that can also cause problems (theoretically anyway).

       

      Therefor my suggestion is to check your DNS settings whenever you're having issues.

      N
      nolte-innenarchitektur
      Participant
      December 7, 2020

      Hello @ShelLuser 

      Thank you for your help. We're currently waiting for the error coming up again.

      As we're operating a whole office with different cloud integrations and more complexity, we cannot change the DNS settings for the clients very easily. But we will monitor if there is something conspicious of this kind as soon as the error shows up again.

       

      kind regards!

      N
      Community Manager
      NidhiSachdevaCommunity Manager
      Community Manager
      November 27, 2020

      Hi,

       

      Please try the below steps to see if this fixes your problem

       

      For Windows :

      • Go to the location C:\Program Files (x86)\Common Files\Adobe and then rename the folder named SLCache to SLCacheOLD.
      • Then go to the location C:\ProgramData\Adobe and then rename the folder SLStore to SLStoreOLD. (Note: If you are not able to find the ProgramData folder, then probably it's hidden, to unhide it, you may try this)
      • The above steps are going to reset the preferences of the Photoshop Elements and that is the reason Photoshop Elements will ask to enter the serial number for the product again. Now go to the desktop screen and right click on the Photoshop Elements icon and then click on Run as administrator.
      • Then click on “License this software” and enter the serial number for the product again.
      • Check the program now.

      Note: If you are not sure what the Serial number is, then go to http://www.adobe.com  and sign in with your Adobe Id and password. Once you are in then go to Manage Your Account. Then Click on Plans on the top, Under My products (left panel) you should be able to see the serial numbers.

       

      You can also try troubleshooting from here

       

      Still face any issue, would request you to connect to the Support team directly(https://helpx.adobe.com/in/support.html) and get this resolved.

       

      Regards,

      Nidhi

        N
        nolte-innenarchitektur
        Participant
        November 27, 2020

        Hello together,

        we're subsequently facing this issue with to of our client pcs. We followed your advise (and others, e.g. holding ctrl-alt-shift while starting pse). After that it looks fine for a while, but one or two weeks later the same problem occurs again. For our customers/users it is not resonable to delete the cache over and over again.

        Using your link to the support site there is info about how getting support: It says we're able to get support by telephone or chat but nowhere I can find a link or a phone number to do so.

        Can you nevertheless help us?

         

        Kind regards, Alex

        Peru Bob
        Community Expert
        Peru BobCommunity Expert
        Community Expert
        November 27, 2020

        Adobe Customer Service:
        https://helpx.adobe.com/contact.html?step=STAM_downloading-installing-setting-up_serial-numbers-rede...

        Click on the chat icon.

        A
        Anonymous
        November 27, 2020

        I just purchased todau and I've got the same problem

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