Trying to install Photoshop elements 13 on a new PC

[mpion55]

I just purchased a new HP Windows 10 PC and I'm trying to install my copy of Photoshop elements 13 on it. I have retrieved my serial code using my Adobe ID. I downloaded the Elements 13 file from your site. When I try to start the installation I get a message saying they could not verify the authenticity of the adobe software an that it seems to be a counterfeit? I have tried twice to download the installer and have restarted the PC numerous times. Any suggestions?

Thanks in advance,  

[mpion55]

Just an update the installation starts and after like maybe 15% done it interrupts and the following message appears 'The product you are trying to install is not a genuine Adobe software and seems a counterfeit. Please report a case of piracy or contact customer service for assistance'

[Jeffrey_A_Wright]

Mpion55 I reviewed the Photoshop Elements 9 and 13 serial numbers under your account and they are both still valid.  The Photoshop Elements 13 serial number in fact has never been activated.

Did you move any files over to this new Windows 10 PC Mpion55?  Is there any other Adobe software installed on the computer?

As a first step I would recommend completing the steps listed in Resolve connection errors with Adobe Creative Cloud and Creative Suite applications Mpion55.  This will help verify you will not face any connection errors on this new computer that will prevent an activation from occurring.

[mpion55]

Good morning Jeff,

Yes I moved some files from the old to the new PC and I installed Adobe digital editions. I just performed a search on the PC for any files with "Adobe" and there seems to be many still in there. Do you recommend I delete them all?

Thanks

[Jeffrey_A_Wright]

Mpion55 I would recommend using any available uninstallers instead of manually removing them.  Once you have uninstalled, any installed Adobe software, you can then download and run the CC Cleaner tool to remove the remaining files.  The CC Cleaner Tool is available for download at Use the Creative Cloud Cleaner Tool to solve installation problems .

Using the uninstallers and the CC Cleaner Tool should remove the files for you Mpion55.  Please update this discussion if you have any additional questions.

[mpion55]

Jeff,

Followed the instructions on the page, but the CC cleaner ran through a Dos Windows. Is this correct? I selected "All", restarted the PC and tried to reinstall Elements 13, Still receiving the same message authenticity validation at the point where Elements 13 is starting to install. After this if I go in the installed applications in Windows Elements 13 does appear, but of course I can't open it as I dont see any icons and it does not appear in the Windows application list. This is very frustrating.

Any suggestions?

Thanks for your help

[mpion55]

Here is the log from the cleaner tool (hope this helps)

[Thu Oct 19 10:51:15 2017] ---------------------------------------------------------
[Thu Oct 19 10:51:15 2017] *=*=*=*=*=*=*=*=* :: Start Session :: *=*=*=*=*=*=*=*=*=*
[Thu Oct 19 10:51:15 2017] ---------------------------------------------------------
[Thu Oct 19 10:51:15 2017] Win OS Version: 6.2
[Thu Oct 19 10:51:15 2017] Cleaner Tool version  : 2.0.0.0
[Thu Oct 19 10:51:15 2017] Cleanup source directory : C:\Program Files (x86)\Common Files\Adobe\AdobeCreativeCloudCleanerTool
[Thu Oct 19 10:51:15 2017] [AdobeProgramFiles]  : C:\Program Files (x86)\Adobe
[Thu Oct 19 10:51:15 2017] [AdobeProgramFiles_x64] : C:\Program Files\Adobe
[Thu Oct 19 10:51:15 2017] [AdobeCommon]   : C:\Program Files (x86)\Common Files\Adobe
[Thu Oct 19 10:51:15 2017] [AdobeCommon_x64]  : C:\Program Files\Common Files\Adobe
[Thu Oct 19 10:51:15 2017] [UserRoamingAppData]  : C:\Users\mpion\AppData\Roaming
[Thu Oct 19 10:51:15 2017] [UserLocalAppData]  : C:\Users\mpion\AppData\Local
[Thu Oct 19 10:51:15 2017] [StartMenu]    : C:\ProgramData\Microsoft\Windows\Start Menu\Programs
[Thu Oct 19 10:51:15 2017] [System32Folder]   : C:\windows\system32
[Thu Oct 19 10:51:15 2017] [SharedApplicationData] : C:\ProgramData
[Thu Oct 19 10:51:21 2017] Language selected: English
[Thu Oct 19 10:51:21 2017] Displaying the Adobe End User License Agreement
License agreement

By using software of Adobe Systems Incorporated or its subsidiaries ("Adobe"); you agree to the following terms and conditions. If you do not agree with such terms and conditions; do not use the software. The terms of an end user license agreement accompanying a particular software file upon installation or download of the software shall supersede the terms presented below.

The export and re-export of Adobe software products are controlled by the United States Export Administration Regulations and such software may not be exported or re-exported to Cuba; Iran; Iraq; Libya; North Korea; Sudan; or Syria or any country to which the United States embargoes goods. In addition; Adobe software may not be distributed to persons on the Table of Denial Orders; the Entity List; or the List of Specially Designated Nationals.

By downloading or using an Adobe software product you are certifying that you are not a national of Cuba; Iran; Iraq; Libya; North Korea; Sudan; or Syria or any country to which the United States embargoes goods and that you are not a person on the Table of Denial Orders; the Entity List; or the List of Specially Designated Nationals.

If the software is designed for use with an application software product (the "Host Application") published by Adobe; Adobe grants you a non-exclusive license to use such software with the Host Application only; provided you possess a valid license from Adobe for the Host Application. Except as set forth below; such software is licensed to you subject to the terms and conditions of the End User License Agreement from Adobe governing your use of the Host Application.

DISCLAIMER OF WARRANTIES: YOU AGREE THAT ADOBE HAS MADE NO EXPRESS WARRANTIES TO YOU REGARDING THE SOFTWARE AND THAT THE SOFTWARE IS BEING PROVIDED TO YOU "AS IS" WITHOUT WARRANTY OF ANY KIND. ADOBE DISCLAIMS ALL WARRANTIES WITH REGARD TO THE SOFTWARE; EXPRESS OR IMPLIED; INCLUDING; WITHOUT LIMITATION; ANY IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE; MERCHANTABILITY; MERCHANTABLE QUALITY OR NONINFRINGEMENT OF THIRD PARTY RIGHTS. Some states or jurisdictions do not allow the exclusion of implied warranties; so the above limitations may not apply to you.

LIMIT OF LIABILITY: IN NO EVENT WILL ADOBE BE LIABLE TO YOU FOR ANY LOSS OF USE; INTERRUPTION OF BUSINESS; OR ANY DIRECT; INDIRECT; SPECIAL; INCIDENTAL; OR CONSEQUENTIAL DAMAGES OF ANY KIND (INCLUDING LOST PROFITS) REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT; TORT (INCLUDING NEGLIGENCE); STRICT PRODUCT LIABILITY OR OTHERWISE; EVEN IF ADOBE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages; so the above limitation or exclusion may not apply to you.
[Thu Oct 19 10:51:21 2017] Please enter (y) for Yes or (n) for No. ... >>
[Thu Oct 19 10:51:24 2017] Choose from one of the following options to clean up :
[Thu Oct 19 10:51:24 2017] 1.  All
[Thu Oct 19 10:51:24 2017] 2.  Adobe Flash Player 10.2
[Thu Oct 19 10:51:24 2017] 3.  Creative Cloud 2018, 2017, 2015, 2014, Creative Cloud & CS6 Products
[Thu Oct 19 10:51:24 2017] 4.  Creative Cloud 2018, 2017, 2015 only
[Thu Oct 19 10:51:24 2017] 5.  Creative Cloud 2014 only
[Thu Oct 19 10:51:24 2017] 6.  Creative Cloud only
[Thu Oct 19 10:51:24 2017] 7.  CS6 only
[Thu Oct 19 10:51:24 2017] 8.  CS5-CS5.5-CS6
[Thu Oct 19 10:51:24 2017] 9.  CS5-CS5.5
[Thu Oct 19 10:51:24 2017] 10. CS3, CS4
[Thu Oct 19 10:51:24 2017] 11. Adobe Id credentials
[Thu Oct 19 10:51:24 2017] 12. Fix Host File
[Thu Oct 19 10:51:24 2017] 13. Quit
[Thu Oct 19 10:51:24 2017] Choice 😆
[Thu Oct 19 10:53:16 2017] User selected: All
[Thu Oct 19 10:53:16 2017] Opened DB connection with path: C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db
[Thu Oct 19 10:53:16 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db
[Thu Oct 19 10:53:16 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\caps.db
[Thu Oct 19 10:53:16 2017] HD DLL Handle valid
[Thu Oct 19 10:53:16 2017] Got a valid HD Db session get func pointer
[Thu Oct 19 10:53:16 2017] Got a valid HD Db session
[Thu Oct 19 10:53:16 2017] HD dll Handle is valid
[Thu Oct 19 10:53:16 2017] HD getTopLevelProducts returned code: 10
[Thu Oct 19 10:53:16 2017] List of products installed on this machine
[Thu Oct 19 10:53:16 2017] Listing products for cleanup:
[Thu Oct 19 10:53:16 2017] Please enter the option number of the product you wish to remove; enter (q) to quit ... >>
[Thu Oct 19 10:53:25 2017] Are you sure you want to clean all the listed products and associated files?
[Thu Oct 19 10:53:25 2017] Type (y) to confirm and remove or (n) to quit ... >>
[Thu Oct 19 10:53:31 2017] Please wait for Adobe Creative Cloud Cleaner Tool to finish........
[Thu Oct 19 10:53:31 2017] :: Cleaning-up left over inventories ::
[Thu Oct 19 10:53:31 2017] Inventory: 'uninstallts', Type: RIBS, Action: Delete
[Thu Oct 19 10:53:31 2017] Atleast one Non-RIBS Inventory : False, Atleast one AAMRef: False
[Thu Oct 19 10:53:31 2017] ::Start:: Removing AUM contents
[Thu Oct 19 10:53:31 2017] Deleting registry root:HKLM key:Software\Microsoft\Windows\CurrentVersion\Run value:AdobeAAMUpdater-1.0
[Thu Oct 19 10:53:31 2017] Exception during deleting key : (2, 'RegDeleteValue', 'Le fichier sp\xe9cifi\xe9 est introuvable.')
[Thu Oct 19 10:53:31 2017] Deleting registry root:HKLM key:Software\Microsoft\Windows\CurrentVersion\Run value:ADOBE_UPDATER_STARTUP_UTILITY
[Thu Oct 19 10:53:31 2017] Exception during deleting key : (2, 'RegDeleteValue', 'Le fichier sp\xe9cifi\xe9 est introuvable.')
[Thu Oct 19 10:53:31 2017] Deleting scheduled task : AdobeAAMUpdater-1.0-DESKTOP-LUIE202-mpion
[Thu Oct 19 10:53:31 2017] Executing command: schtasks /delete /TN "AdobeAAMUpdater-1.0-DESKTOP-LUIE202-mpion" /F
[Thu Oct 19 10:53:31 2017] Erreurÿ: Le fichier sp‚cifi‚ est introuvable.
[Thu Oct 19 10:53:31 2017] Deleting scheduled task : AdobeUpdater Task-DESKTOP-LUIE202-mpion
[Thu Oct 19 10:53:31 2017] Executing command: schtasks /delete /TN "AdobeUpdater Task-DESKTOP-LUIE202-mpion" /F
[Thu Oct 19 10:53:31 2017] Erreurÿ: Le fichier sp‚cifi‚ est introuvable.
[Thu Oct 19 10:53:31 2017] ::Finish:: Removing AUM contents
[Thu Oct 19 10:53:31 2017] ::Start:: Removing OOBE
[Thu Oct 19 10:53:31 2017] Executing command "taskkill /F /FI "IMAGENAME eq AAM Updates Notifier.exe""
[Thu Oct 19 10:53:32 2017] Informationÿ: aucune tƒche en service ne correspond aux critŠres sp‚cifi‚s.
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/OOBE':
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/OOBE':
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/AdobeApplicationManager':
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/AdobeApplicationManager':
[Thu Oct 19 10:53:32 2017] ::Finish:: Removing OOBE
[Thu Oct 19 10:53:32 2017] Removing content of Product : CS5Installer, Version : CS5
[Thu Oct 19 10:53:32 2017] Deleting file : C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db
[Thu Oct 19 10:53:32 2017] File does not exist: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\ProgramData\\Adobe\\SLStore_v1':
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\ProgramData\\Adobe\\SLStore_v1':
[Thu Oct 19 10:53:32 2017] LOG FILE SAVED TO: C:\Users\mpion\AppData\Local\Temp\Adobe Creative Cloud Cleaner Tool.log
[Thu Oct 19 10:53:32 2017] Adobe Creative Cloud Cleaner Tool completed successfully
[Thu Oct 19 10:53:32 2017]
[Thu Oct 19 10:53:32 2017] *-*-*-*-*-*- ::START:: - SUMMARY OF Warnings -*-*-*-*-*-*
[Thu Oct 19 10:53:16 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db
[Thu Oct 19 10:53:16 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\caps.db
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/OOBE':
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/OOBE':
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/AdobeApplicationManager':
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/AdobeApplicationManager':
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\ProgramData\\Adobe\\SLStore_v1':
[Thu Oct 19 10:53:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 10:53:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\ProgramData\\Adobe\\SLStore_v1':
[Thu Oct 19 10:53:32 2017] *-*-*-*-*-*- :: END :: - SUMMARY OF Warnings -*-*-*-*-*-*
[Thu Oct 19 10:53:32 2017] ---------------------------------------------------------
[Thu Oct 19 10:53:32 2017] *=*=*=*=*=*=*=*=* :: End Session :: *=*=*=*=*=*=*=*=*=*=*
[Thu Oct 19 10:53:32 2017] ---------------------------------------------------------
[Thu Oct 19 11:21:01 2017] ---------------------------------------------------------
[Thu Oct 19 11:21:01 2017] *=*=*=*=*=*=*=*=* :: Start Session :: *=*=*=*=*=*=*=*=*=*
[Thu Oct 19 11:21:01 2017] ---------------------------------------------------------
[Thu Oct 19 11:21:01 2017] Win OS Version: 6.2
[Thu Oct 19 11:21:01 2017] Cleaner Tool version  : 2.0.0.0
[Thu Oct 19 11:21:01 2017] Cleanup source directory : C:\Program Files (x86)\Common Files\Adobe\AdobeCreativeCloudCleanerTool
[Thu Oct 19 11:21:01 2017] [AdobeProgramFiles]  : C:\Program Files (x86)\Adobe
[Thu Oct 19 11:21:01 2017] [AdobeProgramFiles_x64] : C:\Program Files\Adobe
[Thu Oct 19 11:21:01 2017] [AdobeCommon]   : C:\Program Files (x86)\Common Files\Adobe
[Thu Oct 19 11:21:01 2017] [AdobeCommon_x64]  : C:\Program Files\Common Files\Adobe
[Thu Oct 19 11:21:01 2017] [UserRoamingAppData]  : C:\Users\mpion\AppData\Roaming
[Thu Oct 19 11:21:01 2017] [UserLocalAppData]  : C:\Users\mpion\AppData\Local
[Thu Oct 19 11:21:01 2017] [StartMenu]    : C:\ProgramData\Microsoft\Windows\Start Menu\Programs
[Thu Oct 19 11:21:01 2017] [System32Folder]   : C:\windows\system32
[Thu Oct 19 11:21:01 2017] [SharedApplicationData] : C:\ProgramData
[Thu Oct 19 11:21:07 2017] Language selected: English
[Thu Oct 19 11:21:07 2017] Displaying the Adobe End User License Agreement
License agreement

By using software of Adobe Systems Incorporated or its subsidiaries ("Adobe"); you agree to the following terms and conditions. If you do not agree with such terms and conditions; do not use the software. The terms of an end user license agreement accompanying a particular software file upon installation or download of the software shall supersede the terms presented below.

The export and re-export of Adobe software products are controlled by the United States Export Administration Regulations and such software may not be exported or re-exported to Cuba; Iran; Iraq; Libya; North Korea; Sudan; or Syria or any country to which the United States embargoes goods. In addition; Adobe software may not be distributed to persons on the Table of Denial Orders; the Entity List; or the List of Specially Designated Nationals.

By downloading or using an Adobe software product you are certifying that you are not a national of Cuba; Iran; Iraq; Libya; North Korea; Sudan; or Syria or any country to which the United States embargoes goods and that you are not a person on the Table of Denial Orders; the Entity List; or the List of Specially Designated Nationals.

If the software is designed for use with an application software product (the "Host Application") published by Adobe; Adobe grants you a non-exclusive license to use such software with the Host Application only; provided you possess a valid license from Adobe for the Host Application. Except as set forth below; such software is licensed to you subject to the terms and conditions of the End User License Agreement from Adobe governing your use of the Host Application.

DISCLAIMER OF WARRANTIES: YOU AGREE THAT ADOBE HAS MADE NO EXPRESS WARRANTIES TO YOU REGARDING THE SOFTWARE AND THAT THE SOFTWARE IS BEING PROVIDED TO YOU "AS IS" WITHOUT WARRANTY OF ANY KIND. ADOBE DISCLAIMS ALL WARRANTIES WITH REGARD TO THE SOFTWARE; EXPRESS OR IMPLIED; INCLUDING; WITHOUT LIMITATION; ANY IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE; MERCHANTABILITY; MERCHANTABLE QUALITY OR NONINFRINGEMENT OF THIRD PARTY RIGHTS. Some states or jurisdictions do not allow the exclusion of implied warranties; so the above limitations may not apply to you.

LIMIT OF LIABILITY: IN NO EVENT WILL ADOBE BE LIABLE TO YOU FOR ANY LOSS OF USE; INTERRUPTION OF BUSINESS; OR ANY DIRECT; INDIRECT; SPECIAL; INCIDENTAL; OR CONSEQUENTIAL DAMAGES OF ANY KIND (INCLUDING LOST PROFITS) REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT; TORT (INCLUDING NEGLIGENCE); STRICT PRODUCT LIABILITY OR OTHERWISE; EVEN IF ADOBE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages; so the above limitation or exclusion may not apply to you.
[Thu Oct 19 11:21:07 2017] Please enter (y) for Yes or (n) for No. ... >>
[Thu Oct 19 11:21:13 2017] Choose from one of the following options to clean up :
[Thu Oct 19 11:21:13 2017] 1.  All
[Thu Oct 19 11:21:13 2017] 2.  Adobe Flash Player 10.2
[Thu Oct 19 11:21:13 2017] 3.  Creative Cloud 2018, 2017, 2015, 2014, Creative Cloud & CS6 Products
[Thu Oct 19 11:21:13 2017] 4.  Creative Cloud 2018, 2017, 2015 only
[Thu Oct 19 11:21:13 2017] 5.  Creative Cloud 2014 only
[Thu Oct 19 11:21:13 2017] 6.  Creative Cloud only
[Thu Oct 19 11:21:13 2017] 7.  CS6 only
[Thu Oct 19 11:21:13 2017] 8.  CS5-CS5.5-CS6
[Thu Oct 19 11:21:13 2017] 9.  CS5-CS5.5
[Thu Oct 19 11:21:13 2017] 10. CS3, CS4
[Thu Oct 19 11:21:13 2017] 11. Adobe Id credentials
[Thu Oct 19 11:21:13 2017] 12. Fix Host File
[Thu Oct 19 11:21:13 2017] 13. Quit
[Thu Oct 19 11:21:13 2017] Choice 😆
[Thu Oct 19 11:21:21 2017] User selected: All
[Thu Oct 19 11:21:21 2017] Opened DB connection with path: C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db
[Thu Oct 19 11:21:21 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db
[Thu Oct 19 11:21:21 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\caps.db
[Thu Oct 19 11:21:21 2017] HD DLL Handle valid
[Thu Oct 19 11:21:21 2017] Got a valid HD Db session get func pointer
[Thu Oct 19 11:21:21 2017] Got a valid HD Db session
[Thu Oct 19 11:21:21 2017] HD dll Handle is valid
[Thu Oct 19 11:21:21 2017] HD getTopLevelProducts returned code: 10
[Thu Oct 19 11:21:21 2017] List of products installed on this machine
[Thu Oct 19 11:21:21 2017] Listing products for cleanup:
[Thu Oct 19 11:21:21 2017] Please enter the option number of the product you wish to remove; enter (q) to quit ... >>
[Thu Oct 19 11:21:28 2017] Are you sure you want to clean all the listed products and associated files?
[Thu Oct 19 11:21:28 2017] Type (y) to confirm and remove or (n) to quit ... >>
[Thu Oct 19 11:21:32 2017] Please wait for Adobe Creative Cloud Cleaner Tool to finish........
[Thu Oct 19 11:21:32 2017] :: Cleaning-up left over inventories ::
[Thu Oct 19 11:21:32 2017] Inventory: 'uninstallts', Type: RIBS, Action: Delete
[Thu Oct 19 11:21:32 2017] Atleast one Non-RIBS Inventory : False, Atleast one AAMRef: False
[Thu Oct 19 11:21:32 2017] ::Start:: Removing AUM contents
[Thu Oct 19 11:21:32 2017] Deleting registry root:HKLM key:Software\Microsoft\Windows\CurrentVersion\Run value:AdobeAAMUpdater-1.0
[Thu Oct 19 11:21:32 2017] Exception during deleting key : (2, 'RegDeleteValue', 'Le fichier sp\xe9cifi\xe9 est introuvable.')
[Thu Oct 19 11:21:32 2017] Deleting registry root:HKLM key:Software\Microsoft\Windows\CurrentVersion\Run value:ADOBE_UPDATER_STARTUP_UTILITY
[Thu Oct 19 11:21:32 2017] Exception during deleting key : (2, 'RegDeleteValue', 'Le fichier sp\xe9cifi\xe9 est introuvable.')
[Thu Oct 19 11:21:32 2017] Deleting scheduled task : AdobeAAMUpdater-1.0-DESKTOP-LUIE202-mpion
[Thu Oct 19 11:21:32 2017] Executing command: schtasks /delete /TN "AdobeAAMUpdater-1.0-DESKTOP-LUIE202-mpion" /F
[Thu Oct 19 11:21:32 2017] Erreurÿ: Le fichier sp‚cifi‚ est introuvable.
[Thu Oct 19 11:21:32 2017] Deleting scheduled task : AdobeUpdater Task-DESKTOP-LUIE202-mpion
[Thu Oct 19 11:21:32 2017] Executing command: schtasks /delete /TN "AdobeUpdater Task-DESKTOP-LUIE202-mpion" /F
[Thu Oct 19 11:21:32 2017] Erreurÿ: Le fichier sp‚cifi‚ est introuvable.
[Thu Oct 19 11:21:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Users\\mpion\\AppData\\Local/Adobe/AAMUpdater/1.0':
[Thu Oct 19 11:21:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Users\\mpion\\AppData\\Local/Adobe/AAMUpdater/1.0':
[Thu Oct 19 11:21:32 2017] ::Finish:: Removing AUM contents
[Thu Oct 19 11:21:32 2017] ::Start:: Removing OOBE
[Thu Oct 19 11:21:32 2017] Executing command "taskkill /F /FI "IMAGENAME eq AAM Updates Notifier.exe""
[Thu Oct 19 11:21:33 2017] Informationÿ: aucune tƒche en service ne correspond aux critŠres sp‚cifi‚s.
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/OOBE':
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/OOBE':
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/AdobeApplicationManager':
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/AdobeApplicationManager':
[Thu Oct 19 11:21:33 2017] ::Finish:: Removing OOBE
[Thu Oct 19 11:21:33 2017] Removing content of Product : CS5Installer, Version : CS5
[Thu Oct 19 11:21:33 2017] Deleting file : C:\Program Files (x86)\Common Files\Adobe\caps\pdb.db
[Thu Oct 19 11:21:33 2017] File does not exist: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\ProgramData\\Adobe\\SLStore_v1':
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\ProgramData\\Adobe\\SLStore_v1':
[Thu Oct 19 11:21:33 2017] LOG FILE SAVED TO: C:\Users\mpion\AppData\Local\Temp\Adobe Creative Cloud Cleaner Tool.log
[Thu Oct 19 11:21:33 2017] Adobe Creative Cloud Cleaner Tool completed successfully
[Thu Oct 19 11:21:33 2017]
[Thu Oct 19 11:21:33 2017] *-*-*-*-*-*- ::START:: - SUMMARY OF Warnings -*-*-*-*-*-*
[Thu Oct 19 11:21:21 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\Media_db.db
[Thu Oct 19 11:21:21 2017] DB does not exist at: C:\Program Files (x86)\Common Files\Adobe\caps\caps.db
[Thu Oct 19 11:21:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Users\\mpion\\AppData\\Local/Adobe/AAMUpdater/1.0':
[Thu Oct 19 11:21:32 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:32 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Users\\mpion\\AppData\\Local/Adobe/AAMUpdater/1.0':
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/OOBE':
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/OOBE':
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/AdobeApplicationManager':
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\Program Files (x86)\\Common Files\\Adobe/AdobeApplicationManager':
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\ProgramData\\Adobe\\SLStore_v1':
[Thu Oct 19 11:21:33 2017] Warning: Failed to remove file,folder trying again
[Thu Oct 19 11:21:33 2017] Warning: Failed again to remove file,folder [Error 2] Le fichier sp cifi  est introuvable: u'C:\\ProgramData\\Adobe\\SLStore_v1':
[Thu Oct 19 11:21:33 2017] *-*-*-*-*-*- :: END :: - SUMMARY OF Warnings -*-*-*-*-*-*
[Thu Oct 19 11:21:33 2017] ---------------------------------------------------------
[Thu Oct 19 11:21:33 2017] *=*=*=*=*=*=*=*=* :: End Session :: *=*=*=*=*=*=*=*=*=*=*
[Thu Oct 19 11:21:33 2017] ---------------------------------------------------------

[Jeffrey_A_Wright]

Mpion55 yes the CC Cleaner Tool should open in a DOS Windows. You also chose the correct option by choosing all.

To confirm Mpion55 you are using the Photoshop Elements 13 installation files available from Download Photoshop Elements | 2018, 15, 14, 13, 12, 11, 10​ to install Photoshop Elements 13?

If so then you may want to consider reverting the new computer back to it's original Windows 10 installation.  You can then copy over any needed documents and settings and then install Photoshop Elements 13.  It is likely that the previous process of moving files over may have lead to the serial number not being able to be accepted Mpion55.

[mpion55]

Yes, I confim that I am using the installation file I retrieved from your site.The funny thing is it will not let me delete the installation files even though I am the admin on the machine. Also I am unsure as how to proceed to revert the new computer back to the orignal installation. Do you mean reinstalling Windows 10 and deleting all the data I already uploaded?

Thanks again

[Jeffrey_A_Wright]

Mpion55 the process will be different for each computer but yes.  Basically returning the computer to the same state it was when you originally purchased it.

I am concerned that you are also unable to delete the installation files Mpion55.  Have you rebooted the computer to verify that they are not in use?  Is there any other unusual behavior on this computer?

[mpion55 · Accepted solution]

Jeff,

OK I was able to find a workaround. I reinstalled Elements 9 from the original disk I had. Then I downloaded the trial version of Elements 2018 (which I wanted to upgrade too) and the install worked. I now have a working version of 2018, which I will purchase the upgrade.

thanks for our help and quick replies, it was much appreciated

[Jeffrey_A_Wright]

Ok thanks for the update Mpion55!