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Problem reinstalling Elements 11 after computer crash

New Here ,
Dec 24, 2019

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Our computer with my copy of Elements 11 update for Windows died in an impressive event involving burning capacitors.  We have a new computer but can't transfer anything from the old one, so I can't download my copy of Elements 11 because I get a message that the computer is lacking some necessary files.  After contacting Adobe and getting passed around by customer support, I have been instructed to ask for help in the forum.  Now what?

 

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Problem reinstalling Elements 11 after computer crash

New Here ,
Dec 24, 2019

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Our computer with my copy of Elements 11 update for Windows died in an impressive event involving burning capacitors.  We have a new computer but can't transfer anything from the old one, so I can't download my copy of Elements 11 because I get a message that the computer is lacking some necessary files.  After contacting Adobe and getting passed around by customer support, I have been instructed to ask for help in the forum.  Now what?

 

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Crash or freeze, Download and install

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Dec 24, 2019 0
Adobe Community Professional ,
Dec 24, 2019

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Moved to the Photoshop Elements forum from the Photoshop forum.

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Dec 24, 2019 0
Most Valuable Participant ,
Dec 24, 2019

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"so I can't download my copy of Elements 11 because I get a message that the computer is lacking some necessary files"  Where are you trying to download it from?

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Dec 24, 2019 0
New Here ,
Dec 24, 2019

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We upgraded from Elements 8 to Elements 11 on the old computer and I have the email with the original link to download the update.  I am allowed to download the update to another computer but the new computer, of course, doesn't have Elements 8 on it since we can't access the old, dead computer.  I have been in contact with 2 separate Adobe reps who say they can't help me but some tech person might read the forum posts.

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Dec 24, 2019 0
New Here ,
Dec 24, 2019

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I should add that the one Adobe person confirmed that I needed the missing files in order to download the update that I bought from Adobe in 2013.  Her suggestion was to uninstall Element 11 on the new computer which, of course, doesn't have Elements 11 on it because I can't download the update until I get the missing files.  No one an tell me what files are missing but I assume they are Element 8.  I am thoroughly frustrated.

 

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Dec 24, 2019 0
New Here ,
Dec 24, 2019

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Sorry, it's been a long day.  The old computer died with an impressive show of burned capacitors so there is no way we can transfer anything from the old computer to the new- that woud have been the easiest thing to do but not possible.

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Dec 24, 2019 0
Most Valuable Participant ,
Dec 25, 2019

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At this point I suggest you share the complete error message, leaving nothing out. A screen shot may be best. 

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Dec 25, 2019 0
New Here ,
Dec 25, 2019

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No need for a screenshot because it is all in English.  Here is the entire mesage: The file archive part of Photoshop Elements 11 is missing. You need all parts in the same folder in order to extract Adobe Photoshop Elements 11. Please download all parts.  This appears after I click on the link Download.exe for Element 11 in my account.

 

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Dec 25, 2019 0
Enthusiast ,
Dec 25, 2019

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Dec 25, 2019 0
New Here ,
Dec 26, 2019

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Yes, that helps a gret deal! 

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Dec 26, 2019 0
New Here ,
Dec 26, 2019

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Photoshop 11 is now successfully reinstalled.  Thank you for all of your help.

 

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Dec 26, 2019 0
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Enthusiast ,
Dec 26, 2019

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Glad to help, Adele.  Have a happy New Year.

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Dec 26, 2019 0