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R
rnovo
Participating Frequently
December 10, 2023
Question

Issues when opening a PS session...

  • December 10, 2023
  • 2 replies
  • 505 views

First of all, may I mention that after 15+ years of being a PS, Br, LR user I still have major trouble trying to slove some issues and the "AI Helper" is still of no use. At Apple, for example, we can still have access to a correspondant directly and solve any issue in a proficient manner... not at Adobe.

This time I have 2 PS issues  that I can't seem to solve even though I have browsed all sites suggested or available:

when opening a PS session I get:

1 - "Sorry, something whent wrong", following the included adivise I can't fing anything on this... See the screen shot attached,

2 - The 2nd one is: " This Adobe site doesn't match your location", same conclusions even though I have checked my profile and all other panels... see screen shot attached.

Can I please get a usefull means of getting some help on this. Sorry for being a bit harsh but it is a bit frustrating.

Thanks 

    This topic has been closed for replies.

    2 replies

    Myra Ferguson
    Community Expert
    Myra FergusonCommunity Expert
    Community Expert
    December 11, 2023

    First, let me clarify that I am not an Adobe employee. I'm a fellow user who volunteers time in the Support Communities to try to help other users.

     

    Have you tried reaching out to support?

     

    And when you went through the steps on this page, did you see the PNG with the 2 Adobe logos? If you see the image, then you can access Adobe's activation servers.

     

    If you clicked the link to get more information about activation and deactivation, then the images show where you can choose the option that is available via the Help menu of the version of Photoshop that you have. If you don't see Help > Deactivate, do you see Help > Sign Out... (with your username in the parentheses)? Try that option to sign out and sign back in.

     

    If you tried Solution 1 and are still having trouble, did you try any of the other solutions on https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html? If so, what were the results?

     

    R
    rnovoAuthor
    Participating Frequently
    December 11, 2023

    Thanks again Myra,

    Finaly got a hold of someone at Adobe...! It turns out that I was using an older version of PS (2020!) while Creative Cloud was unable to let me know that although I was updating everything during all the past months...! I was able to communicate with an Adobe rep. through screen sharing who udated my whole Creative Cloud set-up.

    For the benefit of any others here is the way to get a hold of Support directly:

     

    1 - On the main Creative Cloud page, go to the top right hand and click on the "creative cloud' logo, here:

    2 - Click on the question mark.

      3 - Click on the "Contact us" and keep on going ...

     

    Adobe is like Apple, they like intelligent people and loose old farts like me on the way to sucess...!

     

     

    Myra Ferguson
    Community Expert
    Myra FergusonCommunity Expert
    Community Expert
    December 11, 2023

    I'm so glad that you got it working! 🙂

    Myra Ferguson
    Community Expert
    Myra FergusonCommunity Expert
    Community Expert
    December 10, 2023

    Based on the second screenshot, I wonder if both issues are related to a network issue. Here's some info from Adobe's site that might help:

     

    R
    rnovoAuthor
    Participating Frequently
    December 10, 2023

    Thanks Myra.  I've tried as much as I could even trying to deactivated PS but the Adobe instruction says to go the Help>Deactivate and I can't find that...! So, I can't deactivate; I'm not even sure if I'M doing this right...  I still get both warning I posted. Should I uninstall and reinstall PS or even Creative Cloud and how do I do that...??? 

    For info I've upgraded to iMac M1 and all applications are upto date

    I copied my system info off the PS help, should I send that to somebody...somewhere...?

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