Unable to print from the Editor [Photoshop Elements 2024]

[daves92989679]

I am unable to print from the Editor in Elements 2024, but I can print from the Organiser. I had the same issue with Elements 2023, and was hoping that the problem woud have been sorted in the 2024 version, but sadly not it would seem. I am running Windows 10 64 bit on a i7 based PC,  with 16Gb of RAM

[Greg_S.]

What is the problem with printing from the Editor?  Are you getting any error messages?  If so, please give us a screenshot.

Printing problems are often solved by:

• Resetting the preferences file. Go to Edit>Preferences>General tab and click the Reset Preferences on next launch button.
• Updating the printer driver from the printer manufacturer's website.

[daves92989679]

Hi Greg. No error message. When requesting to print it just hangs there for "ever and a day" with a small rotating blue, circle,  and locks the program. I then have to resort to Control-Alt-Delete to access the task manager, and shut Elements down. I have been using Elemenst since 2013, uprading every couple of years, and never had this problem until versions 2023 and 2024. I have download and installed the latest drivers for the two Canon printers.

[Greg_S.]

Did you reset the preferences?

Does the same happen if you use Ctrl+P?

[daves92989679]

Not yet Greg, but I will try, and also try Ctr+P. I'll report back.

[Greg_S.]

Which of the two printers is the system default?  Try changing the default printer.

[daves92989679]

Neither is the default. They are both Pixma photo printers (1 × A4 & 1 x A3), and only used for photo printing. I have another general purpose Canon printer, used for documents etc, which is the default printer. It is not used with Elements. 

[daves92989679]

A search of the internet reveals that this is a known problem, and I read that the Organiser uses a different print engine to the Editor.?

[Greg_S.]

When you say it is a known problem, it is usually easily fixed. 

Since you are using 3 different printers, I expect that resetting the preferences will work.  If not, try changing the default printer to one that you will actually be using with Elements.

[daves92989679]

OK. Reset Preferences = no change. Ctrl+P = no change. Photo printer set as Dafault = no change. For each option the same result, the program hangs, and in effect 'crashes, the only way out is to end the progrram via the Task Manager. Choosing to print from the organsiser,  is not a problem. The only fix that others have used is to print from the Organiser, and not the Editor. Yes, that is an answer, but it shouldn't be that way. The older versions of Elements never had this problem, so I think that it is an unaddressed 'bug' in the software, carried over from version 2023.. If I print from the Windows print application, it will print with whatever printer I select

[Greg_S.]

You can try uninstalling and reinstalling the program.

[daves92989679]

I did that early on Greg, but the problem remained. I'm now going to raise the issue with Adobe support to see what they have to say, if anything?. Thank you for your help, it was much appreciated, but I think we have gone as far as we can go now.  IF??? I get a positive response from Adobe, and a resolution to the problem, I will post it here, as it may be of help to others.  KInd ragards , Dave

[Greg_S.]

One final suggestion:  Delete all of the printers and reinstall the printers one at a time.

[daves92989679]

Its worth a try Greg, so I'll do that. The issue is now with Adobe Tech, and they asked for the 24 digit serial number, which I have supplied. They also asked if I was using a Windows PC, or MAC , which was a bit odd as I provided them with that info in the first place, but there you go (lol).

[daves92989679]

Ok, tried that, and the problem remains. I uninstallled all of the printers, and then reinstalled just one. As before, Elements will print from the organiser, but not from the editor. Yes, I can print from the ograniser, but when editing, I have always printed from the Editor, right back to version 13. What I get now, with v 2024, is not what I paid for. Hopefully, Adobe Tech will come up with an update/solution, but I'm not holding my breath.

[Greg_S.]

Please let us know if you get a response from Adobe.  And I just want to be sure that you had direct access with Adobe Support.  The request for your serial number is indeed odd and users on this forum are frequently contacted by scammers who send them private messages on the forum.

[daves92989679]

I will of course let you know of the outcome, if any??.  My e-mail sent direct to Adobe.Tech@outlook.com. The reply came back to my  e-mail from the same e-mail address (Adobe Systems Incorporated). So, hopefully it is a genuine source.

[daves92989679]

Here's the PM giving the link to Adobe Tech:  

[daves92989679]

Hmm??, I guess that  could be a scammer. I think I'll check with Adobe via my Adobe account.

[daves92989679]

Your suspicions were correct Greg. Adobe confirm that Adobe.Tech@outlook.com

is NOT GENUINE.

[daves92989679]

I have raised a case with Adobe. After intially communicating with a 'machine', I eventually managed to chat (online) with an agent. Albeit nothing postive came out of it. Today I received an e-mail from Adobe Customer Care with an assigned case number. It gave three options, 'Close the Case', 'Consult the Community', or  'Chat with an Agent'. I have already tried options 1 & 2, but the telephone number appears to be a US one, and I'm in the UK. While I like Adobe software, when its working correctly, I can't say that I am impressed with Adobe's customer support.

[daves92989679]

Well, I have to retract what I said above, about Adobe Support. This morning I receiived a call from a Adobe, and have arranged a time for them to call me tomorrow, when I have more time.  Having checked with Adobe, the call was genuine.

[daves92989679]

While I await the call from Adobe, I thought I would check back on previous editions. I re-installed v2023, and as I knew the problem existed, which is I why I updated to v2024. Un-installed v2023, and re-installed v2021. With v2021 there was no problem. So the 'bug' arrived with v2023, and carried over into v2024. All of my other applications, Lightroom, Luminar, and Word etc, print fine

[daves92989679]

Ok, the Adobe agent did call on time as as scheduled. The guy was both pleasant and helpful, but after spending most of the afternoon e-mailing back and forth, none of the changes suggested to the app data files etc, resolved the problem. He suggested the only solution could a completely 'clean' install. However, with hundreds of images registered with the Organiser, and multiple albums created, losing all that, and having to reinstate it after a fresh install, would involve hours of work. A 'clean' install means firstly removing all traces of Elements from the PC. So, unless an update is forthcoming from Adobe, I am stuck with the problem.

[MichelBParis]

Ok, the Adobe agent did call on time as as scheduled. The guy was both pleasant and helpful, but after spending most of the afternoon e-mailing back and forth, none of the changes suggested to the app data files etc, resolved the problem. He suggested the only solution could a completely 'clean' install. However, with hundreds of images registered with the Organiser, and multiple albums created, losing all that, and having to reinstate it after a fresh install, would involve hours of work. A 'clean' install means firstly removing all traces of Elements from the PC. So, unless an update is forthcoming from Adobe, I am stuck with the problem.

By @daves92989679

Hi Dave,

A clean uninstal of Elements will NOT delete your catalog, which will still be available after the reinstall. All your organizing work will still be available.

So, in your case, you don't even need to create a full backup from the organizer (I would do it  anyway to have redundant safety).

A recommended step before deleting the old installation is to "sign out" in the Help menu, to free one of the two allowed activations. In my experience, that's not necessary and your computer identification will be recognized as before without entering the license number. Of course, you can sign out and then sign in the installation process of the new Elements.