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DC696969
Participant
Oct 29, 2024 11:07 AM UTC
Answered

Unable to Install Elements 2025

I have purchased Elements 2025 (to replace 2020) for Windows 11 24H2.

I downloaded the small installer (7.4k). When I run this it opens a small vertical installer app and immediately opens a browser window for logging in. The browser windows that I am already logged in  and that I can close it and return  to the installer app.

However, the installer app does not acknowledge this and proceed.

So, I am unable to installe the product I have just purchased.

    DC696969Correct answer
    Participant
    Oct 29, 2024 1:03 PM UTC

    Thanks for your reply.

    I had tried to get an agent on chat before making the original post - no-one there.

    But, since your reply, I got through to someone who acknowledged that this was a current issue. I let him start a remote session and he was able to get Elements 2025 installed but first he had to install the Adobe Creative Cloud app. He did not actually do anything with it, but the fact that it was running meant that the install process could work.

    Apparently, Adobe are working on the underlying issue.

    Thanks again.

    View reply

    6 replies

    Greg_S.
    Community Expert
    Greg_S.Community Expert
    Community Expert
    Oct 29, 2024 5:51 PM UTC

    @DC696969 thanks for reporting how your issue was solved.  But please confirm that your contact was through an official Adobe website.

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    DC696969Author
    Participant
    Oct 30, 2024 9:08 AM UTC

    @Com-Su  Yes, I can confirm that the support was from genuine Adobe. I did a chat through their website, and followed all his actions as he went through things.

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    horseplay
    Participant
    Oct 29, 2024 11:45 AM UTC

    I'm having the same issue.  I chatted with a representative a few weeks ago when I installed this on another computer, and I remember him telling me the downloads wouldn't work.  He sent me the proper links to download in the chat.  I tried doing that now, but couldn't get anyone on chat.

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    DC696969AuthorCorrect answer
    Participant
    Oct 29, 2024 1:03 PM UTC

    Thanks for your reply.

    I had tried to get an agent on chat before making the original post - no-one there.

    But, since your reply, I got through to someone who acknowledged that this was a current issue. I let him start a remote session and he was able to get Elements 2025 installed but first he had to install the Adobe Creative Cloud app. He did not actually do anything with it, but the fact that it was running meant that the install process could work.

    Apparently, Adobe are working on the underlying issue.

    Thanks again.

    Translate
    horseplay
    Participant
    Oct 29, 2024 9:52 PM UTC

    I'm sorry for your hassle but so glad you got resolution!

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