Face shortcuts disappear when editing "UnNamed"

[RedSanders]

Windows 11 (automatically updated with a 2 week delay after releases), Organizer 2024, 32 GB RAM, Intel Core i7-14700 processor.  Catalog is on a 500GB SSD with 449 GB free space.  

When I'm adding names to the UnNamed People shortcuts, frequently all of the Named and UnNamed shortcuts disappear.  To get them back, I must click some of the other menu items, like "Search" at the top of the page, then go back to the People panel and they usually all reappear.

I've tried restarting the program, restarting the computer, repairing and optimizing the catalog.  None seem to help avoid that problem.

I'm working with 73,000+ photos and videos.  Thought maybe I was pushing the program by not pausing between entering edits, but that doesn't help either.

Suggestions?

[Greg_S. · Accepted solution]

Are your media files on an external drive (or a NAS device)?

If so, it is possible that there is performance bottleneck.  

Are you naming large stacks of faces?

Take a look at device manager, particularly the Performance tab, and see whether there is any read/write activity going on in your C drive and the drive where your media files are stored.

Another issue to consider is whether you are auto syncing to the Elements Web.  I have found that this creates a huge drag on performance.  Try turning that off (in the Edit>Preferences>Auto Sync dialog) and see if it makes a difference.  Turning of Auto Creations (under the Media Analysis Preferences dialog) may also help performance.

[RedSanders]

Wow!  I didn't know about the option of auto synching!  Did I forget about turning that on, or is on by default??  Anyway, off it goes!  And yes, so many of the stacks of faces are in the 100's.  My media are on internal HDDs.  I know they aren't at the performance level of SSDs, but they do have ample space left.  Hopefully, I can eventually afford to migrate all to SSDs.  I'll take longer look at Device Manager's Performance window and see if that clues me into something.

As usual, many thanks Greg_S.!

[Greg_S.]

I believe auto syncing is probably the performance culprit.  Please let us know if turning it off solves the problem.

[RedSanders]

Well, no success.  I've turned off auto syncing, used Task Manager/Performance to see if any any excessive loads are happening, waited at least 30 seconds between edits, and no improvement.  I can edit about 3 or 4 faces in the "UnNamed window, and poof, ll the shortcuts disappear again!

I'm guessing that I have at least 1,500 to 2,000, UnNamed faces, and that's probably a conservative estimate. Up until now, I've been very hesitant to use "Don't show" again action since maybe someone in my family or friends could later ID them.  I'll spend some time deleting those that I am absolutely sure I won't need, for example, faces in a crowd at a theme park and see if that helps.   If so, I'll post that here in hopes it might help others that are encountering the same problem

[Greg_S.]

ISTR that I once had a similar problem. But it was only temporary.

It might be worth contacting Adobe Support to see if they may know of a quick fix. It may also be worth uninstalling and reinstalling the program. 

[RedSanders]

Uninstalled both Photoshop Elements 2024 and Premiere Elements 2024.  Deleted any folder related to those programs and edited registry to do the same hoping nothing would be carried over into a new install.  Both now reinstalled, and problem with UnNamed shortcuts disappearing when naming them persists.

I've always relied on the Adobe Community forums for help.  Searched for help on Adobe pages, found nothing like these forums.   Found nothing leading to specific help  "Contact Adobe support" page.  Link on that page said sign into my Adobe account, I did and found nothing there to help an individual.  On Adobe.com, looks like one must be a member of  "Enterprise admin support" or at "Teams adm"- I assume support that is paid for.

Oh well......

[Greg_S.]

 You can start a chat session by going to the Contact Adobe Support page. (https://helpx.adobe.com/contact.html?rghtup=autoOpen) Make sure you are signed into your Adobe account and try typing Agent when the chat window opens.  That will bypass the robochat and should get you to a live person.

[RedSanders]

As I anticipated...signed in, started chat, entered Agent, response was that I don't have support associated with that account.  Thanks for trying to help.

[Greg_S.]

@RedSanders are you saying that you were using a different account than the progam was registered with?  Or did Support say that you are not eligible for help with Elements 2024?

Added:  You are entitled to extended support through the end of 2025.  See this article.  If you were told something different, Adobe needs to know about it.

[RedSanders]

Here's the initial response I get:

"To continue with agent assistance, please sign in with an active plan. I found no record of an active plan linked to (email address removed by moderator)." (This is after I had signed in.  And I my account shows purchase of Photoshop Elements and Premier Element 2024 )

Followed by autogenerated:

Do you have another email that might be linked to an active account?

Yes, I have another email

No, this is my only email

I selected "No, this...".  Agent comes on and gives similar text .  I entered the link to the page showing that I should receive support, agent then suggests that I go to Adobe Partner Connection Portal, and then text connection was lost!  I am not an "Adobe Partner", seems to be a dead end.

[Greg_S.]

@RedSanders this is disgraceful.  I am reporting it to someone at Adobe who can hopefully help.

[RedSanders]

Greg_S, much appreciated!