Copy link to clipboard
Copied
I have a vailid and running PSE 2021 version 19.0.
After update to 19.1 I have to enter the license key again.
Why?
I cannot find it at the moment.
I bought another license and now it works.
The previous one was an official license as well but did not work.
Adobe was not able to solve it.
Copy link to clipboard
Copied
Current version: Adobe Photoshop Elements Version: 19.0 (20200826.m.151582) x64
Copy link to clipboard
Copied
Could you please post a screenshot of this window (From inside the editor choose HELP > ABOUT)
Copy link to clipboard
Copied
Copy link to clipboard
Copied
This is my current version which I want to update to 191 (2021.1). But after the update I have to enter my product key.
Copy link to clipboard
Copied
That's really interesting: That's not the correct "build number" for the latest version. That's a build number for PSE 2020.
That makes me think you are still starting PSE 2020, using the same old icon you had been using before.
The default location that starts PSE 2021 is here:
C:\Program Files\Adobe\Photoshop Elements 2021
Based upon your build number posted you just need to use the right icon to start the program with.
That's a guess, but it's pretty good guess....
Copy link to clipboard
Copied
Really strange ...
my folder is "C:\Program Files\Adobe\Photoshop Elements 2021"
the application which I start is "PhotoshopElementsEditor.exe"
The about windows says version 2021.
??? Mhm ???
Copy link to clipboard
Copied
I was not able to update my 2021 (19.0) to 2021.1 (19.1) because after the update I have to enter my product key which I cannot find.
That's the reason why I am still using my 2021 (19.0) from October last year (SceernShot).
Your ScreenShot looks also a bit strange because it seems you have the latest build but still 19.0 instead of 19.1.
Copy link to clipboard
Copied
I'm not aware of a version 19.1.... I jsut look at the build numbers.... if you have something documenting there is a version 19.1 please post it.
. Phtoshop CC 2018 is at version 19.1.4.
Copy link to clipboard
Copied
I think this might be a bit misleading, and perhaps is what you are calling "19.1"
Copy link to clipboard
Copied
The 19 in front says it is 2021...
Copy link to clipboard
Copied
Let me come back to my initial question:
I have a vailid and running PSE 2021 version 19.0.
(20200826.m.151582) x64
After update to 19.1 I have to enter the license key again.
Why?
Currently I have to use the test version.
Copy link to clipboard
Copied
In the installer window it is called 19.1 but I assume it is the same like 2021.1
Copy link to clipboard
Copied
Copy link to clipboard
Copied
Dear User,
From the screenshots, it looks like you are still on 19.0 version, that is PSE 2021 and have not updated to 19.1 version, which is 2021.1
PSE 2021 -> 19.0 (20200826.m.151582)
PSE 2021.1 -> 19.1 (20210126.m.155261)
Could you share a screenshot of where you are asked to enter the serial key? Serail keys are only asked during launch of application and never during an update or before you update.
Also it is asked on every launch of application, if you are using the application in trial version.
Thanks
Vipin
Copy link to clipboard
Copied
Hello, here are the steps startin at my initial version which I bought in November 2020:
Current and bought version:
System information:
Adobe Photoshop Elements Version: 19.0 (20200826.m.151582) x64
Operating System: Windows 10 64-bit
Version: 10 or greater
System architecture: Intel CPU Family:6, Model:10, Stepping:9 with MMX, SSE Integer, SSE FP, SSE2, SSE3, SSE4.1, SSE4.2, AVX
Physical processor count: 4
Processor speed: 3194 MHz
Built-in memory: 12159 MB
Free memory: 6698 MB
Memory available to Photoshop Elements: 11116 MB
Memory used by Photoshop Elements: 70 %
ACP.local Status:
- SDK Version: ^0
- Core Sync Status: Unknown
- Core Sync Running: Unavailable
- Min Core Sync Required: Unavailable
ACPL Cache Config: Unavailable
Image tile size: 1024K
Image cache levels: 6
Font Preview: Medium
TextComposer: Latin
Display: 1
Display Bounds: top=0, left=0, bottom=1080, right=1920
OpenGL Drawing: Disabled.
License Type: Perpetual
Serial number: 91550702075004452543
Feature::Dummy Feature: OFF
Feature::GPULensBlur: ON
Feature::HEIFFormat: ON
Feature
Update notification:
During installation:
After installation:
Unfortunately I cannot reproduce the next bahavior because the last time I selected to use the trial version which seems to be persistent now because I have to use it.
But I remember when I started PSE after the update it asked me to login, which I did, and after that it asked me to enter the product key, which I do not have currently and I do not understand why I need the key for the update which you confirmed already it is not needed for such an update.
Any idea what is wrong with my installation or update?
Copy link to clipboard
Copied
These three windows popped up after I updated it:
Copy link to clipboard
Copied
Give this a try. I found this in a chate from 5 years ago.....
Adobe - Adobe Application Manager : For Windows : Adobe Application Manager : Thank You
Copy link to clipboard
Copied
Could you please collect logs using the log collector tool and share it with me.
Link to download and use the log collector tool: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html
Regards,
Vipin
Copy link to clipboard
Copied
Hello Vipin,
when shall I use the log collector?
With the inital version, during the update process, after with the new version, ...?
Please note I do not use a cloud license, I have a Perpetual.
Not sure if the cloud log colectore helps in that case.
Thanks
Stefan
Copy link to clipboard
Copied
You do not have to perform any operation while collecting the logs.
You can simply run the log collector tool, it will collect all Adobe related logs from your machines.
This will help us investigate the problem, on what went wrong.
Regards
Vipin
Copy link to clipboard
Copied
Hello Vipin,
I uploaded two log files right now as requested in the tool
- one with the initial version
- another after the update to 2021.1
Do I have to share them with you e. g. in this chat as well?
Thanks
Stefan
Copy link to clipboard
Copied
I don't know how your specialits can assign the logfile I uploaded to this request.
Here the file names I uploaded:
AdobeLogs_20210210_102433_800-win.zxp
AdobeLogs_20210210_103738_954-win.zxp
Copy link to clipboard
Copied
Hello Vipin,
any updates on this?
br
Stefan
Copy link to clipboard
Copied
I bought another license and now it works.
The previous one was an official license as well but did not work.
Adobe was not able to solve it.