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O
Olive Egger
Participant
March 10, 2018
Question

Photoshop elements 13 will not open

  • March 10, 2018
  • 1 reply
  • 426 views

When I bought Photoshop elements (and premiere) 13 I installed them on my primary pc and my Asus laptop (windows 10 64 bits.) Life was good. Then my son wanted photoshop on his pc so I installed it there and did not use it on my laptop. Except I needed it on my laptop so took it off the 2nd pc. It still didn't work on the laptop. I uninstalled and reinstalled via the cd and download several times. I contacted adobe customer support. To make things work easier she gave me permission to have photoshop on 3 computers (I never took advantage of that option.) She told me to uninstall and reinstall again. I did and still photoshop did not work on my pc. Life got real busy so I could not deal with this again.

This past Sunday I contacted adobe via chat. After an hour's wait I was told my license is valid so I should uninstall and reinstall the software again. As that took a long time, I disconnected from chat. Needless to say, after I entered my license number photoshop still did not open. I got an email regarding my case from adobe about my case and responded with the current situation. No one emailed back.

Today I called adobe. After long wait listening to elevator music, the first technician did a screen share. He saw exactly what I said: premiere opens easily. Photoshop shows a little blue circle then does nothing. There is no error code. It's as if I did not select a program to open. He passed me on to the next tier of customer service. More wait time. This technician says adobe won't do phone support for my product and that I should ask for help here. Sigh. I wish the first technician would have been trained to know that so I wouldn't have sat on hold waiting for technician number 2.

Anyway, I need photoshop on my laptop so I can get work done. How can I get it to work? As I said, it's been uninstalled and reinstalled numerous times. Each time I've installed it I've entered my license then photoshop goes away. It does not give an error code. It just disappears, though it can still be seen installed on my laptop.

Thank you 

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    1 reply

    99jon
    99jon
    Legend
    March 10, 2018

    I’m assuming you did not deactivate the software (sign-out) on the second PC before uninstalling?

    I think you may need to return to on-line chat. Only Adobe staff can deal with activation problems. Make it clear from the outset that you are not looking for support but for an activation re-set. You can then sign-in (under the help menu – with email address) on the two permitted machines you desire.

    O
    Olive EggerAuthor
    Participant
    March 10, 2018

    Thank you. I'll try that. That sounds like it could be the problem. They told me they were giving me permission to use it on three machines so even if that's what I did, it should have fixed it.

    Peru Bob
    Community Expert
    Peru BobCommunity Expert
    Community Expert
    March 10, 2018

    https://forums.adobe.com/people/Olive+Egger  wrote

    They told me they were giving me permission to use it on three machines

    Actually, it is two and not used at the same time and only by the same user.

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