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Issues when opening a PS session...

Explorer ,
Dec 10, 2023 Dec 10, 2023

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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 

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Actions and scripting , macOS , Web

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Adobe
Community Expert ,
Dec 10, 2023 Dec 10, 2023

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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:

 

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Explorer ,
Dec 10, 2023 Dec 10, 2023

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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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Explorer ,
Dec 11, 2023 Dec 11, 2023

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Hello Myra, thanks for offering those suggestions. The trouble is that none seem to apply to the issue I'm talking about, which I am still having, evry time I open PS. All seems to be working normaly(!), the fact is that I keep on getting those 2 warnings, even after having attempted going through the suggested troubleshooting...! This is only a recent occurance which ends up being an annoyance since it does not affect the normal operation of PS (it's only on PS...!) and may be related to this new mac M1 hardware/Sonoma OS... or is it...?

The real problem there, and in view of the several "upvotes" I have received on my original post, is that nothing is coming out of Adobe to help in this matter and neither is it possible to get in touch with someone at that outfit - except someone like you, Myra. Even Apple is doing better than Adobe in effective support by offering a direct contact phone number and setting up a trouble shooting session that includes a "screen sharing session". My Very few issues with Apple have been resolved that way...!!! So, Myra, can you intervene in my favour and get someone at Adone help  me solve this annoying issue...?

Thanks Myra.

 

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Community Expert ,
Dec 11, 2023 Dec 11, 2023

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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?

 

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Explorer ,
Dec 11, 2023 Dec 11, 2023

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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:

Screenshot 2023-12-11 at 17.37.30.png

2 - Click on the question mark.

Screenshot 2023-12-11 at 17.37.53.png

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

Screenshot 2023-12-11 at 17.38.15.png

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

 

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Community Expert ,
Dec 11, 2023 Dec 11, 2023

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

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