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pw1981
Participant
December 3, 2019
Answered

Cannot install PS Elements 2020 in Mojave

  • December 3, 2019
  • 1 reply
  • 2026 views

I just purchased Photoshop Elements 2020 and simply cannot get it to install. I am running a Macbook Pro with the latest update of Mojave. I downloded the latest installer and it fails at 3% every time presnting me with an error. When I follow the 'Get Help' link on the error, it tells me to download the latest installer and try agin. This results in the same error.

 

I located this page, which directs me to a log file for more info. I have no such log files on my computer. I assume that the install is failing before it ever gets to that point.

https://helpx.adobe.com/photoshop-elements/kb/troubleshoot-install-using-logs-elements.html

 

I have attached a screenshot of the error I am receiving.

 

I would be grateful for any assistance in getting this installed. 

This topic has been closed for replies.
Correct answer todd66

I used the chat support to solve this issue.

 

In my situation i had to go to the Library/Application Support folder and delete out ALL Adobe folders and files. Once that was done I was able to install the products.

 

The uninstall tool did not work for me. I had to do this manually.

1 reply

VipinGupta
Adobe Employee
VipinGupta
Adobe Employee
December 3, 2019

Dear Customer,

 

Could you please collect logs using the log collector tool placed here: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

 

Please share the logs with me, so I can try to help and resolve the installation problem.

 

Apart from that, before you share the logs- can you try the below steps?

 

1) Launch Installer and wait until you again face the installation error. 

2) Go to folder : /Library/logs/Adobe/Installers/

3) There should be a file named 'Install.log'

4) open this file and go to the end of file

 

There should be some meaningful errors logged in this file, Please see if you can resolve those issues and try again? otherwise please share a screenshot along with the logs using the log collector tool.

 

Regards

Vipin

 

T
todd66
Participant
December 3, 2019

I have been experiencing the same issue as pw1981 for both Photoshop Elements and Premier Elements with my Macbook Pro running Catalina.

 

I download the files after purchase, ran the installer and it fails at 3% with Error Code #1. I tried the suggested remedies such as running the Adobe uninstaller which "Completed with Errors" but no further information provided.

 

The folder  /Library/logs/Adobe/Installers/ is empty except for an Icon folder.

T
todd66Correct answer
Participant
December 3, 2019

I used the chat support to solve this issue.

 

In my situation i had to go to the Library/Application Support folder and delete out ALL Adobe folders and files. Once that was done I was able to install the products.

 

The uninstall tool did not work for me. I had to do this manually.

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