Upgrading from Elements 14 to Elements 15

[lesw49964992]

I have purchased Elements 15 to upgrade from Elements 14. When I try to open Element 15 I get the error message, "Installer has detected a machine restart may be pending. It is recommended that you quit installer, restart your machine and try installing again."

This message appears even though the computer does not have a restart pending. I have tried five times reinstalling and get the same message every time.

I also get the following message, "We've encountered the following problem. Installer failed to initialize."

Please tell me how to install the upgrade without getting these messages that are preventing the upgrade.

[99jon]

Can you ignore the message?

If so does the installation complete?

[99jon]

Via PM: No I cannot ignore it as a message comes up, "Please download Adobe Support Advisor to detect the problem."  which I have done but it does not provide a solution for these errors.

Rather than click the link for Support Advisor or the Quit button can you simply close the dialog?

Otherwise try renaming the OOBE folder.

Navigate to:

C:\Program Files (x86)\Common Files\Adobe

Inside the Adobe folder find the OOBE folder, right-click and choose rename and change to:

OOBE_OLD

Return to your update and double-click on Setup.

[99jon]

I have renamed the folder as suggested. The program installed but the installation failed. "Your installation encountered a problem.. I followed the more troubleshooting tips. Launched the installer again and got the message, " Inastaller failed to initialize."

Can you try downloading and installing from the trial server:

https://www.adobe.com/products/photoshop-elements/download-trial/try.html

If successful validate the product with your serial number.

[lesw49964992]

I have tried downloading the trial. It prepares the files then when you launch Elements 15 and finish I just get the message that installer failed to initialize

[99jon]

I suggest you contact Adobe directly. Click the link below and then click the blue button at the bottom of the page to start on-line chat. Have your product serial numbers available.

Contact Customer Care

[lesw49964992]

Thanks for your help. I will contact them.

[aksagarw]

Hi,

have you tried restarting the machine?,

please let us know which OS version are you using  and from where have you downloaded the build.

please try build downloading win build from the link shared below

Download Photoshop Elements | 15, 14, 13, 12, 11, 10

if you face issue in installation : run the cleaner tool , choose the products you can uninstall or clean

Use the Creative Cloud Cleaner Tool to solve installation problems

then initiate installation

if you still face the issue , send us logs using tool mentioned below to  [email address removed as per forum guidelines]

Log Collector Tool

Thanks,

Akshita

[lesw49964992]

I have e-mailed you the error log giving details of the errors.

Thanks,

Les