Error 16

[valeria_6348]

I chatted with tech support online and they told me I would get a call later because they could not assist. Over the phone they tried to control my laptop remotely but were unsuccessful error: Your device is not compatible. They had me turn off all firewalls but still no luck. Now it is a system error I am told. How can I download my apps (Premiere Elements and Photoshop)?

Microsoft 11 Home

Version 24H2

[kglad · Accepted solution]

https://helpx.adobe.com/creative-cloud/kb/configuration-error.html

[valeria_6348]

I have tried this already. Please see screenshots above.

[Shivangi_Gupta]

Hi there,

Did you try the steps listed in the article shared by @kglad above? Also, could you confirm if you are looking forward to install any particular version of Adobe Photoshop Elements and Adobe Premiere Elements?

^SG

[valeria_6348]

Version 24.0 for both apps.

[kglad]

you have a download or install problem?

[valeria_6348]

Download

[Shivangi_Gupta]

Could you confirm if this article help you? https://helpx.adobe.com/creative-cloud/kb/configuration-error.html

Looking forward to your response.

^SG

[kglad]

the error message screenshot is not a download error message.  

what step(s) are you taking that triggers the error?

[valeria_6348]

It is downloading the file but it cannot be installed because I am not able to open the apps.

[valeria_6348]

Install

[valeria_6348]

Adobe Tech Support has provided the following solution but it did not work for me:

It is not allowing me to delete the folders.

Please follow all the Steps as below for Windows Clean Installation:
1) Close all the pages and Adobe applications.
2) Go to Task Manager>More items> and close "Adobe Genuine Software Integrity Services" under " Processes" tab.
3) Go to Local C-Drive and delete Adobe folders permanently from below locations:
a) Program Files> Adobe
b) Program Files> Common Files> Adobe
c) Program Files X86> Adobe
d) Program Files X86> Common Files> Adobe
e) Program Data(Hidden Folder)> Adobe. You can refer to below mentioned link to unhide the hidden folder of Program Data
4) Press Windows+ R key together and a page will come up.
Type "appdata" on the box and hit enter and a new page will page will open which will have three folders
a) Local b) Local Law c) Roaming
5) Delete Adobe folder from below locations:
Local> Adobe
Local Law> Adobe
Roaming> Adobe

[kglad]

delete as admin.

[valeria_6348]

Thank you all for your help but it did not work. I have requested a refund. 

[kglad]

you're welcome