No such thing as customer support?

[craigw71136929]

Photoshop Elements 15 crashes each time I try to launch.  It worked a few times when originally installed.  I see the app page is full of people with the same problem, yet there seems to be no suggestions and both Adobe and Apple are curiously silent on the problem.  Anyone have any insights?  My Mac is beginning to feel conspicuously like the PC I left behind precisely because of these issues!

[Forsse]

Same problem here with PE 15.  Crashes and quits unexpectedly.

Adobe has a chat option.

But they barely know English or what they are doing and only ask for remote access to your computer (I wasn't comfortable handing over my computer to inexperienced people).  They told me to upgrade El Capitan to Sierra to fix the problem.  ?

I might purchase an older version of PE.  I'm frustrated and angrily disappointed with the lack of customer care by both Apple and Adobe.

And why is every comment moderated, yet Adobe neglects to fix their products so paying customers can use them!?

[John T Smith]

Adobe rents the forum software from Jive... Jive's anti-spam module controls what is allowed to go through versus what is put in moderation

[Forsse]

Thanks for the information, John T. Smith.

Kind of my sarcastic point:  Adobe chooses to spend it's money renting forums for customers to fend for themselves and be subjected to frustrating chat sessions rather than employing knowledgable customer service and technical support.

[damiank33025806]

I also have the same problem. Creating a new user account does get Elements running, but that is not really a fix!

I can't work out what is different between my main login and the new one to change permissions or delete files that are causing the issue. Any suggestions?

[mytaxsite]

damiank33025806 wrote:

I also have the same problem. Creating a new user account does get Elements running, but that is not really a fix!

I can't work out what is different between my main login and the new one to change permissions or delete files that are causing the issue. Any suggestions?

Your original profile is corrupted so by creating a new profile, you are effectively starting from scratch and so most Adobe software will run smoothly.

Adobe software relies on the operating system being stable but these days both Windows10 and Apple MAC are not and so some work-around is required.

[c693279]

I have read about deleting the preference library files as fixes for problems after upgrading mac OS versions since Yosemite. I have not tried this yet, but will update after I try it. 
A Reminder for Mac Folks upgrading to Yosemite – Barbara's Sort-of-Tech Blog

[c693279]

Deleting the preferences and saved application state did not fix my issues with PSE in Mac OS X sierra.

[c693279]

I was unable to create a new Adobe ID through my software.  I get an error message that Adobe Support is no longer available.  Maybe it is just that my software version is obsolete and I just need to upgrade.

Megan

[Kesata13]

Well now! I logged in today to see if anyone could advice me on whether or not it was worth it to upgrade from PSE14 to PSE15. After reading all the replies to the original post, I think I have my answer.....I'll just stay here working away with 14 which is doing just fine.

Good luck to the rest of you. if Adobe comes out with an upgrade to fix the problems noted (cause I'm pretty sure they won't make the issue known to all of us who have not upgraded), would someone please respond to this and let me know? Thanks!

[Anwesha Dev Chaudhary]

Hi All,

Sorry for the inconvenience caused.

Regarding the crash which you are facing while trying to launch Photoshop elements 15, please confirm:

1. Are you using 2007 MAC machine or even older?

if yes, let us know and we shall provide you the workaround to resolve the crash.

2. If you are working on MAC 10.12,

please install latest PSE15.2 update and let us know if it helps.

To install the update, launch Elements Organizer and go to Help > Updates.

There you will see Adobe Photoshop Elements 15.2 update, please install it.

Thanks,
Anwesha

[Forsse]

iMac 2007  7,1  El Capitan users; THIS WORKS!

Received the below in an email from Adobe, December 15, 2016:

Hi,

This is regarding the crash report you submitted wherein Photoshop Elements Editor is not launching. We investigated the crash report and came to the conclusion that it is happening on some of the 2007 MAC machines. The crash is happening because application is not able to load one of the plugins. You can safely remove this plugin, as this does not have any functionality impact and it is for performance optimization purpose. Here are the steps to remove the plugin(Please find attached the video):-

-          Go to Applications->Adobe Photoshop Elements 15 ->Support Files

-          Right click on Adobe Photoshop Elements Editor.app->Show Package contents

-          Go to Contents->Required->Plug-Ins->Extensions

-          In Extensions folder, there would be MMXCore.plugin

You can copy this plugin and paste it on desktop. After copying it, remove this plugin from original location.

Then try launching the application. If the application launches fine, you can move MMXCore.plugin from desktop to trash.

Looking forward to your reply

Regards,

Saurabh