Installation Problem with Elements 2025

[therrell_2282]

I purchased Adobe Elements 2025 today.  I downloaded and began installation.  It got to a screen, which is obviously a partial screen, entitled Installation Options and seems to stall.  I let it sit for awhile but nothing happens.  I try to exit that screen and it indicates that it is still installing though it has been over an hour.  I can find nothing on Help that helps me.  Very frustrating.  I have used Elements 2020 for years with no problem.

[Glenn 8675309]

• Make sure that you have administrative privileges for the account you are using.
• Use the latest version of Internet Explorer, Firefox, Chrome, or Safari.
• Make sure that you have a valid Adobe ID. 
• Disable pop-up blockers in your web browser.
• Temporarily disable firewalls, antivirus software, and third-party security software. Disabling them speeds up the installation process.
• Make sure that you are connected to the Internet until the installation is complete.

[Greg_S.]

@therrell_2282 said:   It got to a screen, which is obviously a partial screen

If you are not able to view the entire dialog, press the Tab key and it will take you to the next required input box and will eventually take you to the OK button to proceed with the installation.

[therrell_2282]

Thank you for your response.  I tried your suggestion, I pressed the Tab key but it did not progress from the partial screen.  Do you have any other ideas.  Thanks again.

[Glenn 8675309]

HAve you tried any of my suggestions?

[Greg_S.]

Please show us a screenshot.  Otherwise, your best bet is to contact Adobe Support.  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. (If you use my link, the chat window should open automatically.)

[therrell_2282]

I have tried your suggestions, including your link.  There is a lot of information but I have not found an answer to my problem nor a way to directly chat with someone.  They don't seem to even have a support e-mail address.  The following box is where it seems to stall out.  I still have the 2020 version of Elements installed.  I can't see that being a problem considering the incomplete box with no message.  I appreciate your sticking with me on this as it is very frustrating.  As a last resort, I suppose that I will just have to write a letter to Adobe and ask that the transaction be voided and a refund returned.

[Peru Bob]

As a last resort, I suppose that I will just have to write a letter to Adobe and ask that the transaction be voided and a refund returned.

By @therrell_2282

I certainly hope it doesn't come to that, but that is not how you would request a refund.

See here:

https://helpx.adobe.com/x-productkb/policy-pricing/return-cancel-or-change-order.html

[therrell_2282]

I used your link and, after some navigation, finally got to Chat with a live person.  I gave him control of my computer and he walked me through the process.  The difference is that, this time, when the Installation Options box came up it had a Continue button.  I had done the same thing, probably a dozen times, and never got the Continue button.  Anyway, all is well that ends well.  I did want this upgrade to my Elements 2020.  I appreciate your time and effort.  Keep up the good work.

[Glenn 8675309]

It looks like you have  you display scaling (A computer setting) set to something above 100%.   Change it to automatic, or 100%  you can't see everything.

Just below the default location stuff you should see  a big blue button that says continue.

TRY THIS:  When you get to the part depicted in you attachment press enter

[therrell_2282]

Thanks, I will check it out.

[therrell_2282]

I checked and it is set at 100%.

[Greg_S.]

When the Adobe Support Chat dialog opens, simply type the word AGENT  and a live agent should come online.  I don't know where you are located, but the hours of live support operation are generally the business hours in your locality.

As for the missing installation box, what is the pixel resolution of your screen monitor?  What is the size of your UI scaling?   (Right-click on your desktop and select Display Settings from the context menu.)