Config error: 16 (& "support" gripes)

Report · Nov 04, 2016

I've been having trouble with my PhotoShop Elements programs (6, 10 and 14) all hanging up for extended periods and (especially with 14) crashing, which, when it happens while saving totally corrupts the file I'm working on. When the files "hang" the color wheel just spins and no amount of waiting (really, I went away for a weekend one time and came back it was still hung up) seems to resolve that issue.

I've lately also been getting a dialog box when I start up which said to upload a java 14 for OS X program. Today I did just that and then went immediately to trying to open Elements 14 (which I paid good money for, and still haven't been happy with, mostly because of the clunky hanging issues) and I immediately get a dialog box which says: "Configuration error

Please uninstall and reinstall the product.

If this problem still occurs, please contact Adobe technical support for help, and mention the error code shown at the bottom of this screen.

Error: 16

http://www.adobe.com/support/"

Which is how, after looking for that support, I came to be here. I can only say that the Adobe support system is one of the worst I've ever had to deal with for a major product. I've seen malware with better support.

I need this program working now, not six months from now. I need to talk to a knowledgeable person who can tell me if a planned action is relevant or stupid. I need to know that someone will take me seriously and not decide that maybe I'll read the forum today. And I really need that Adobe not say that my product doesn't have phone support when they don't even seriously know what my particular problem product might be.

And, I, apparently, need to vent about this.

Report · Dec 01, 2016

Hi Fredrick,

I really apologize for the delay in response from our side. For the issue "error 16" that you are facing, please try the steps mentioned in -

Configuration error in Adobe Creative Cloud or Adobe Creative Suite.

If this doesn't help, please let me know we will try mitigate this as soon as possible.

Thanks,

Swapnil

Report · Dec 02, 2016

I got some help from a game designer friend who actually gave me real time, useful information. The "error 16" issue is resolved, but I still haven't been able to get the hanging issue fixed. if anything, it has gotten worse.

I have acquired a new version of Elements 15. If that doesn't solve the problem, then I'm going to another provider.

I am no longer happy with PhotoShop. I still think that your customer service sucks.

Report · Dec 02, 2016

Frankly, if all the PSEs are giving you trouble then perhaps this the time to bite the bullet and reformat the HD and start everything again. I can tell you that your system has become very unstable and no amount of intervention from you or from Adobe technicians will solve this. You need to wipe the disk clean and start all over again.

Of course, this depends on your expertise and how organised you are. Doing this is not simple because you need to backup your personal; data, and gather all the relevant serial numbers and for some programs deactivate your software so that you don't have problems activating them again.

You need to make a list and what is to be done is to be written down so that you can tick them as you go along.

Report · Dec 02, 2016

Oh Joy. I have never, in my entire life, done that and wouldn't know where to start. I may need to get a real professional in here if that is the case. Thankfully, I do have a functioning time machine going, all of the time, so that should help in the process, but I suspect that you are shaking your head and saying "no."

Report · Dec 02, 2016

I am confident that your 1st paragraph is completely accurate. I am just a family oriented amateur photographer and far from a computer expert. I have purchased many editions of PSE. (I can see PSE 6 on my bookshelf and I have several others.) It has been much easier to just abandon Adobe and PSE and investigate other software programs. I certainly appreciate your time and comments. All the best, Jack Roehm

Report · Dec 02, 2016

Did you try running as an Administrator to see if all the relevant folders are recreated? To do this, right-click on the desktop icon and then choose "run as Administrator". This might resolve all the empty folders problems and also recreate some missing ones.

Just a thought here.

Report · Dec 02, 2016

I did mention that I'm running on an iMac? There is no "desktop" icon.

Report · Dec 02, 2016

Or do you mean the icon that loads up the Time Machine? I still have trouble doing left and right clicks on the Apple one-button mouse.

Report · Dec 03, 2016

I was talking about the link which you normally use to launch an APP. In windows we could have two ways of doing this:

1) We can have a desktop icon;

2) We can go to: Start ?? All Programs >> Photoshop elements Version xxx

Is MAC any different? I hope not!

Report · Dec 03, 2016

Actually Mac is both the same and different. When I go to the desktop icon for any program (Which tends to be situated in a pop up window called "the Dock") I can touch the mouse button and get "options >" then a line and below that "Show recents" and "Open." The arrow from options leads to a menu which includes "Remove from Dock," "Open at login," and "Show in Finder" On the dock is also an app called "Launchpad" which opens a full screen Apple version of the Windows "Start" showing all of the apps and programs accessible to the user. Any click on one of those icons will directly open the program.

I know that you probably find this confusing, I've been using Macs for years now and I find Windows confusing, so it's only fair. But yes, different minds create different methods to accomplish the same thing. I'm already running as "administrator" to this computer, and all of the others in our household. I can climb into the back and fardle with many things, a habit I have been very careful to avoid. If I was a software person that might be different, but I do know enough to know just how little I really know.

Report · Dec 06, 2016

Hi Fredrick,

Apologies for the inconveniences caused to you. Requesting you to please answer following queries:

Which OS version are you using?
Please list all the PSE versions that you are using?
Are you facing same issue with all PSE versions?

Please answer following queries wrt to PSE14:

Is your Error 16 issue resolved?
With which component you are facing issues? That is, is it Editor or Organizer.
Are you facing issue while launching the application? If so, are you shown some error or hang or crash. If so, please attach relevant snapshot.
The hang that you talked about, is it on launching application (which application- Editor or Organizer), or doing some workflow. If it is in some workflow, please mention the exact steps.

Please let me know if there are any queries.

~Surendra

Report · Dec 02, 2016

I agree completely with your commentary. I too have abandoned Photoshop Elements. Adobe will never miss us.

All the best, Jack Roehm