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M
mauramahon
Participant
February 6, 2020
Answered

Photo editor won't load after activating Premiere Elements video program

  • February 6, 2020
  • 5 replies
  • 2052 views

I've been using Photoshop Elements 2019 photo editor since April 2019. Last week I activated Premiere Elements to use the video editor. I don't know if it's related, but now photo editor won't load! There's a box saying it is loading as usual, but nothing appears. I bought both Adobe Photoshop Elements 2019 and Premiere Elements last April from Amazon. Should I uninstall and reinstall? Thanks in advance for any suggestions.

This topic has been closed for replies.
Correct answer 99jon

Can you right-click on the application and choose “Run as Administrator”

If the Editor launches you can go to:

Edit >> Preferences >> General

Then click the button to reset the preferences on next launch.

 

5 replies

99jon
99jon
Genius
February 7, 2020

I wouldn’t expect a Windows update to change anything. Sometimes the pref settings can get a bit goofy which is why Adobe provides that button to reset. Glad you got things working.

 

N.B. As Greg says take care with private messages. Adobe would never use a Gmail account.

 

    Greg_S.
    Community Expert
    Greg_S.Community Expert
    Community Expert
    February 7, 2020
     
    mauramahon said:
    I did receive an email from Adobe saying:

    We would like to inform you that PSE & PRE 2019 is no longer supported with
    Windows 10 64 Bit Latest Update. If you will try to install or update it
    further then it will create conflict with your system. so we can do is we
    provide you the PSE & PRE 2020 so you can able to start your work in a
    proper way.

    How did you receive this email and from what address?  Did you initiate the contact.  It seems very odd to me and may be a scammer trying to sell you a bogus product. 
      M
      mauramahonAuthor
      Participant
      February 7, 2020

      I believe you may be right. 

      I received this email:

       

      You have received a private message in the Adobe Support Community!
       
      Inbox
      		 x
       
      Adobe Support Community Mailer <community_noreply@adobe.com>
      Thu, Feb 6, 1:12 AM (1 day ago)
       
      		  
       

       

       

       
      to me
       

       
       
      Hello mauramahon,

      You have received a private message in the Adobe Support Community community.

      Subject: Photo editor won't load after activating Premiere Elements video program
      From: Rob_Pollard
      Date: Feb 06, 2020 01:12 AM

      Hi,

      You can Directly send Email to our Customer Care Team at Email Address:- [information removed by moderator] and they will help you via Email.

      Team Adobe

      To manage your private message options, click here.

      Thanks for being a Adobe Support Community member.

      Your Adobe Support Community Team

      Adobe Support Community sent this message to [personal email removed by moderator]

      Don't want to receive emails from us? Just click here.

       

      - When I asked what Windows 10 update corrupted Photoshop so I could possibly uninstall it, they didn't reply except to offer Premiere and Photoshop 2020 elements for $110! Do you want to see those emails? I was told Adobe doesn't support Ebay, Best Buy, or Amazon "products". I didn't buy an Amazon product, I purchased two Adobe products from Amazon. 

      I wasn't about to buy these programs again. I thought either Adobe was shady or more likely, I wasn't communicating with Adobe. Should I report this somewhere? Thanks for your help.

      Greg_S.
      Community Expert
      Greg_S.Community Expert
      Community Expert
      February 7, 2020

      Thanks for letting us know about this.  This particular scammer has already been reported, so no need for you to do anything further.  There is an Announcement at the top of the forum explaining how to identify a true Adobe employee.

       

      Added:  The email was actually from Adobe notifying you that you had received a Private Message (from the scammer). 

      99jon
      99jonCorrect answer
      Genius
      February 7, 2020

      Can you right-click on the application and choose “Run as Administrator”

      If the Editor launches you can go to:

      Edit >> Preferences >> General

      Then click the button to reset the preferences on next launch.

       

        M
        mauramahonAuthor
        Participant
        February 7, 2020

        Thank you so much! I tried this a couple of times and nothing. Then I tried opening in sandbox and that didn't work. Then I tried "Run as Administrator" again. An adobe window popped up asking me to sign in and for the serial number which I entered and then Photoshop loaded. Using it now and I am resetting the preferences on next launch.

        Do you think this has something to do with a Windows 10 update? Anyway, I really appreciate your time and help! 
        99jon
        99jon
        Genius
        February 6, 2020

        If you scroll down to the files beginning with “P” you should see PhotoshopElementsEditor (the application)  the image below is for the 2020 version but you should have similar in the PSE 2019 folder.

         

        Try holding down the three keys Ctrl+Alt +Shift and right-click on the application and choose open. Timing is critical so release the three keys after a couple of seconds and you should see a pop up. Click yes to delete the settings. The Editor should hopefully launch and the preference settings will get re-built.

          M
          mauramahonAuthor
          Participant
          February 6, 2020
          Thank you. I have been holding down the three keys and right clicking open
          on the correct application file, but no box pops up other than the original
          open box. Maybe I am doing something wrong.
          I did receive an email from Adobe saying:

          We would like to inform you that PSE & PRE 2019 is no longer supported with
          Windows 10 64 Bit Latest Update. If you will try to install or update it
          further then it will create conflict with your system. so we can do is we
          provide you the PSE & PRE 2020 so you can able to start your work in a
          proper way.

          This is odd as Premiere 2019 still loads and works. And I've had these
          programs for less than a year. Do you think I should uninstall and
          reinstall photoshop? I really appreciate your help!
          99jon
          99jon
          Genius
          February 6, 2020

          It will help us to answer your question if you could provide the exact version number you have installed and details of your operating system e.g.
          • Windows 10 v1809, v1903; MacOS Mojave (10.14) Catalina (10.15)

            M
            mauramahonAuthor
            Participant
            February 6, 2020

            Thank you 99jon.

             

            Windows 10 V: 1903, 64bit, processor Intel(R)Core(TM) i5-2320 CPU @ 3.00GHz 3.30 GHz, RAM 16.0, 2TB

             

            Adobe Premiere Elements and Photoshop Elements both V. 17.

             

            I tried to open theeditor from Program files:Adobe>Photoshop Elements 2019>PhotoshopElementsEditor.exe, but the application file for PhotoshopElementsEditor does not have the exe extension and clicking on it does not open the program.

             

            And I have restarted the computer which did not help.

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