Photoshop & Premiere Elements 14 will not start due to multiple installations

New Here ,
Feb 01, 2021 Feb 01, 2021

Copy link to clipboard

Copied

Photoshop & Premiere Elements 14 will not start due to multiple installations. Which is odd, since the databank of My Account with Adobe only lists 1 (one) installation. How can I get the software running?

TOPICS
Activation

Views

88

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
LEGEND ,
Feb 01, 2021 Feb 01, 2021

Copy link to clipboard

Copied

What is the exact error message you get - word for word, or screen shot, please?

Has it been installed on this computer, or a different computer, before now?

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Feb 01, 2021 Feb 01, 2021

Copy link to clipboard

Copied

Thanks! The exact message is in Dutch. I've translated it:

LOGO

Serial number

This serial number is already in use on the maximum allowed number of computers. You have to deactivate
an other computer or enter an other serial number to be able to use this product on this computer.

Photoshop & Premiere Elements 14 have been installed on two of my former desktops. I've deleted the software,

and deactivate the serial number in my account profile. 

 

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Feb 01, 2021 Feb 01, 2021

Copy link to clipboard

Copied

When you can't deactivate a serial number
BE SURE TO ONLY ASK FOR ACTIVATION SUPPORT TO ADJUST YOUR ACTIVATION COUNT
You may need to PERSIST or TRY AGAIN to find a support agent with more experience
Click here https://helpx.adobe.com/contact/support.html

-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
.
Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Feb 01, 2021 Feb 01, 2021

Copy link to clipboard

Copied

Thanks! 

The trouble is, that no other licenses are activated than the one I want to use.... There are no other active licenses listed in my account.....

I'll follow your tip!

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Feb 01, 2021 Feb 01, 2021

Copy link to clipboard

Copied

There are no other licenses listed at all

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
LEGEND ,
Feb 01, 2021 Feb 01, 2021

Copy link to clipboard

Copied

There is only one license. You have used it twice, and you did not deactivate it - which must be done IN THE APP on your computer. You cannot deactivate from the web site. So, please follow the advice you were given, about what to say to Adobe.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Feb 01, 2021 Feb 01, 2021

Copy link to clipboard

Copied

>There are no other licenses listed at all

 

As far as I know the information that you see at https://account.adobe.com/products only shows the license, NOT how many times a license has been used

 

The activation information that support sees is not what a user may see... you need to ask support to fix your activation count

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Feb 02, 2021 Feb 02, 2021

Copy link to clipboard

Copied

LATEST

Adobe's Customer Care solved the problem!

Thanks to all for the help!

Have a nice day and stay safe

Nellie

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines