Inspiring

Answered

Photoshop Elements 14 purchased in 2015 - no longer usable

Forum|Forum|4 years ago
December 28, 2021
6 replies
6517 views

I decided to reinstall PSE14 after giving up the subscription based plan (Photography). The installation rejected my serial number and said to contact customer support.

Customer Support guy checked my records and says the product is no longer supported. I said I do not need support. Why can't I use a product I purchased only 6 years ago. He advised me to upgrade. I just cancelled my plan as I seldom use it. I just need some basic photo editing.

I think this is totally dishonest of Adobe if it is a policy.

I've given my mobile number so their senior can call me. I'm not holding my breath.

Totally disappointed.

Correct answer premkallat

Ah well.....

Thank you and to all those that tried to help. I appreciate it a lot.

For the amount of photo editing I require, it's not worth purchasing another license for the current version....

I'll just resort to the free alternatives.

Thanks again all and have a Healthy and Happy New Year!

Good news (for me!).

Got a follow up email from the helpdesk to ask the help chat people to reset my device activation counter. I don't know why the 2 groups can't talk to each other but whatever.

The they have reset the device activation counter and all is good.

I have many questions... didn't they know that was the problem? not that the activation server was no longer active.... was it just an attempt for me to upgrade?

Doesn't matter....... thank God its fixed.

Glenn 8675309

Legend

Because of the spam you posted in your previous message no one will probably help.

petern66049119

Participant

Have the exact same issue now in 2024. My old computer motherboard died. I bought new computer. Log into my adobe account, went to my registered apps PS Elements 14, downloaded and installed and its say sorry you need to deactivate on the old computer. So I am thinking such registration will be on my account and their is zero. So;ution - subscribe and pay up!!!

kglad

Community Expert

@petern66049119

unfortunately using one of the two computers that have/had activated copies is the only way to deactivate.

petern66049119

Participant

I actually upgraded twice over the last tens years when both computers died. Hence two dead computers have the registration. Please check you will see not activity on those registrations. If only I knew I had to do this when these computer were on the way out. So why can't adobe de-register my two old dead computers like so many other apps in this industry and allow me to continue to use what I have purchased. Please help.

John T Smith

Community Expert

Maybe this problem?

TLS 1.2 is now required to connect https://helpx.adobe.com/x-productkb/multi/eol-tls-support.html
-http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

premkallatAuthor

Inspiring

Thanks John. I'm using the latest version of Microsoft Edge as suggested in the article. I'll re-look into the article tomorrow. It's now 1.30am in Singapore. 🙂

Goodnight from Singapore John!

premkallatAuthor

Inspiring

That's precisely my frustration. I re-downloaded it from my account portal. It had my original serial number there too.

My original error was that I had too many machines activated to use it. So I went back to my account to see which machines were activated so that I could deactivate some. Only 1 other machine was shown so I deactivated that one. So now no machines are activated. Problem solved? Nope. So I try to re-enter the same serial number. This time the error message is that it failed to activate it and I was to contact customer support.

That's when I contacted customer support. The guy over there said to wait and to let him check into my account. He came back shortly and said that they don't support this version anymore. I said I don't want support. I just want to activate my software that I own! He said that the only way was to upgrade my software! I was furious and said that this was dishonest and that I wanted to speak to his superior. He asked for my contact number and I gave it to him.

Hope you understand my frustration.

kglad

Community Expert

not supported isn't the same as it won't work. it just means adobe won't help you find the problem.

however, if you have a valid serial number (6 groups of 4 numbers) and compatible hard ware, you can still install and activate.

if that doesn't help you, answer @Peru Bob and specify your os.

premkallatAuthor

Inspiring

Thanks for your reply. I've answered Peru Bob. My os is windows 10.

My frustration is that my account portal shows that the software is registered to me and states the serial number.

Customer support does not dispute that. Their reply was that it is no longer supported and that was the reason the activation failed. Not a wrong serial number, not that too many computers are running the same serial number...... just that they don't support it....... doesn't make sense to me.

Thanks for listening to my rant.

Peru Bob

Community Expert

What, exactly, did the message that it was rejected say?

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