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desg50572009
desg50572009
Participating Frequently
December 3, 2018
解決済み

In photo elements 15, adjust facial features . After adjusting click Ok and the result is photo full of spots and wiggles in colours blue and green

  • December 3, 2018
  • 返信数 1.
  • 3255 ビュー

Hi Please help is edit adjust facial features worked until I upgraded to Mac OS Mojave

Here is an example of the photo after adjusting the facial features . I tried to put a smile on this little girls face clicked ok below is the result . I have tried this numerous times . Tried the  Delete the Adobe Photoshop Elements Settings File? still not successful.

Then got hold of Adobe Chat.They were not prepared to help me all the should do is refer me to this forum. See full chat transcript below. So if any one of you can help i would really appreciate it.

Regards

Des

Chat Transcript

info: Thanks for contacting us. We’ll find a representative for you to chat with and keep you posted on your wait time.  
This chat will become active once a representative responds.

Did you know you can get answers to most of your Adobe-related questions at help.adobe.com? Find helpful video tutorials, tips for troubleshooting, and user guides for all our products. You can even get answers from members of our vibrant forums community. Visit help.adobe.com. Please hold for the next available agent.

info: You are now chatting with Deepak.
Please don’t close the chat window or browser tab since it will end our chat session.

Deepak: Hello. Welcome to Adobe Technical Support.

Des Golach: Your file was successfully uploaded.

Des Golach: When I adjust facial features this is what happens

Des Golach: Did you receive my attachment ?

Deepak: Hi Des, I just reviewed your account and the issue description where you mentioned that you are not able to use Photoshop Elements 15 properly. Am I right?

Des Golach: What do I have to do?

Des Golach: Did you receive my file re what happens when i adjust facial feature :- spots and wiggles all over the photograph

Deepak: Yes. I just checked your account and the image also but I want to confirm if it's Photoshop Elements version 15?

Des Golach: Yes , Elements 15 is the only one that has the adjust facial feautres, other wise I would of tried 13,14, I have then as well

Deepak: I apologize but the support for this version of the application is only available through Adobe forums.

Deepak: I can help you with the link to visit the website.

Deepak: http://forums.adobe.com

Des Golach: Well if that is the case can you please refund me my money for purchasing this package . I have tried looking on the forum there is no information on my problem.

Deepak: I apologize but I am from the technical team of Elements 2019 application.

Deepak: I can connect you with the billing team.

Deepak: Let me connect you with the right team.

Des Golach: I will be writing to your MD. you are supposed to be customer support for the product that I have bought. There is no information on this problem if you google it. So what must I do, I have a problem with your soft ware and cannot resolve it. Please give me a statement that you cannot help me and I will put it on all multi media to let every one know that you are not prepared to back your product.

info: Please wait while we connect you to a representative.

info: You are now chatting with Sajal Singh.
Please don’t close the chat window or browser tab since it will end our chat session.

Sajal Singh: Hello. Welcome to Adobe Technical Support.

Des Golach: i am at work and cannot stay on this chat for much longer. You have my email number . i have sent you an example what happens , please contact me via email when yo have resolved the problem . Please have a look at the photograph that I sent you

Des Golach: Your file was successfully uploaded.

Sajal Singh: As per my understanding you are unable to add some features in Photoshop elements 15.

Sajal Singh: Des, as I have checked its a after launch issue.

Des Golach: No when i adjust facial features this ( the attachment is what happens after the adjustment , please read my transcript..

Des Golach: Can you email me this transcript , and the solution to my problem

Sajal Singh: Thanks for the confirmation.

Sajal Singh: You can save chat.

Des Golach: I have to go now. You have everything you need in this transcript to resolve my problem. please email me the solution to me problem.

info: Your chat transcript will be sent to desmondgolach@ymail.com at the end of your chat.

Sajal Singh: Des, I would like to inform you that its an older application, we have a different dedicated channel for the older application.

Sajal Singh: Please visit there and submit your issue.

Des Golach: Please forward my information on to them and let them resolve it , then they can email me back the solution. how to I contact the dedicated channel. Please help me and forward this on and tell them to email me the solution . I must end this chat now.

Sajal Singh: Des, I will send you the information, via mail please contact with them.

Des Golach: I am at work and cannot continue chatting. I arrive back home too late to chat as you are closed. Can you send me an email address that I can forward my problem to them.

Sajal Singh: https://forums.adobe.com/welcome

Sajal Singh: Please click on the above link and visit our different dedicated channel.

Des Golach: I have looked on the forums and there is no help available for this problem. I have also Googled it ,Why have you not read this script I have mentioned this before. I am not being rude. I really have to go , please you are product support , forward this on to the correct department and let them email me back the solution , If they cannot I will ask for a refund and buy the latest version with the refund. Thank you for your help. Please pass this on to the relevant department and tell them to email me . By

    このトピックへの返信は締め切られました。
    解決に役立った回答 Medha_Sharma

    Hi Medha,

    Thank you very much for coming back to me. I have almost given up with Adobe . You must be the only person who is trying to resolve my issue. Thank you I really appreciate it.

    Here are the particulars about my system.

    I have an

    Imac 27” (retina 5K late 2015)

    It has Mac OS Mojave installed.( just recently upgraded)

    Processor 3.2 GHz Intel core i5

    Memory 24GB 1867 MHz DDR3

    Start Up Disc Macintosh HD

    Graphics AMD Radeon R8M3802048MB

    See attached Screen print

    Please reply with a solution asap.

    Please acknowledge receipt of this email.

    Thank you Very Much

    Best Regards

    Des

    I would like to take Elements 15 off this computer to see if it works on Macbook air which has the previous OS to Mojave . I think that Mojave could be the reason. Or can I down load a trial version to check. Will a trail version let me use the adjust facial features.


    Hello Des,

    Thanks for sharing the requested information. These artefacts are visible on systems with certain GPUs running on Mac OS 10.14.

    As a workaround, could you please try the following steps?

    1. Click on Adobe Photoshop Elements 15 Editor (in the Menu Bar on the top).

    2. Click on Preferences > General > Performance

    3. Uncheck the "Use Graphics Processor for Adjusting Facial Features"

    Now try using the Adjust Facial Features on the same image. Let me know if it works for you

    You can also download the trial version of Photoshop Elements 2019 on your MacBook Air. It would surely let you use the Adjust Facial Features option.

    Download Photoshop Elements | 2019, 2018, and 15

    Thanks,

    Medha

    返信数 1

    Medha_Sharma
    Adobe Employee
    Medha_Sharma
    Adobe Employee
    December 4, 2018

    Hello,

    Could you please share the original picture before editing it using the Adjust Facial Features?

    Thanks,

    Medha

    desg50572009
    desg50572009作成者
    Participating Frequently
    December 5, 2018

    Hi Meda Shama ,

    Did you receive the before and after photographs that I emailed you.

    Could I please have a telephone number that I can contact you on.

    I have recently taken photographs of a Birthday party and need the adjust facial features to edit these. Right now I cannot use my software.

    Please reply if you are in receipt of the photograph that I emailed you.

    Regards

    Des

    Medha_Sharma
    Adobe Employee
    Medha_Sharma
    Adobe Employee
    December 15, 2018

    Thank you for your reply,

    Please see that Media gets this :-

    Hi Medha,

    You are a super star. I unchecked “use graphics processor for adjusting facial features”. Tried adjusting facial features of my original photograph , adjusted the smile feature, clicked ok . I NOW HAVE A SMILE WITH OUT THE ARTEFACTS.

    MEDHA YOU HAVE FOUND THE CURE FOR THE SPOTS..

    ALL THOSE READING THIS :-

    IF YOU HAVE A PROBLEM ASK FOR MEDA. READ MY TRANSCRIPT. NON OF THE OTHERS THAT I CHATTED TO HAD A CLUE WHAT TO DO.

    Medha Thank You X 1,000,000.

    Please forward me your CEO’s email address so that I can tell him that he as a person called Medha that walks that extra mile for his customer and is an asset to his company

    Medha, will I have to uncheck “use graphics processor for adjusting facial features” every time I want to use this feature , or sill this stay unchecked. Will I have to enable it for any other function that works in photoshop elements 15 for example cropping, selecting ,cloning etc.??

    Best Regards

    Des.

    BTW. I have already purchased Adobe Photoshop elements 19 as was not making any progress or getting any form of help for the forum or any one that I chatted to . all I got was the 15c was a very old product and that I can’t phone any one about it and they can’t help me . the only help was the forum

    You have once again restored my faith in Adobe.


    Thanks for such kind words, Des! Always happy to help!

    And as Greg mentioned, the preferences stay the same unless you explicitly change them. So you won't have to uncheck the 'Use Graphics Processor for Adjusting Facial Features' checkbox everytime you wish to use this feature.

    Thanks,

    Medha Sharma

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