Installing Premier elements onto a new computer

[larryn58205743]

Several weeks ago, you gave me the address of the Adobe site I visit to download my current version of Adobe Premiere (and Elements) onto a new computer. That’s the good news. When I now attempt to do that, I get the following error message:

To use adobe services, please update your Adobe applications, OS, and browser to the latest versions

Of course, I DID google this error message before writing to you, but I could not find anything useful. I DID go to my Google app and found that I was using the most current version. Though perhaps I need to download this Adobe program using IE or Edge. Also, I’m pretty sure that when I set up my new computer, everything updated itself first. So, I assume my OS is up to date (Windows  11 Pro.)

Lastly, I can say that, with the help of someone, I did try to copy almost all the files from my old computer and then, for the time being, copied it to the hard drive of my new computer. Included in those files are, I assume, the original files I purchased for Premier and Elements. Perhaps even 2 versions, since in the past, I bought 1 version in about 2014, and then updated in about 2019. Could those files be the culprit? I can get rid of those, if you could tell me what they would look like. I’d rather not get rid of the saved files from Premier, though I think they are labeled as “.prel.” But they might all be lumped together in 1 or more Adobe folders.

Lastly, I DID, I believe, have Adobe to open PDF’s on my old computer. Other than that, I don’t know of any Adobe apps I might have had.

Lastly, I did see a suggestion to download Adobe creative cloud, but it seemed there was a significant charge for that. Perhaps downloading a trial version would help me find the problem.

Thanks.

Larry Novik

[larryn58205743]

Though it's dawning on me that I might be confusing Firefox and Safari. Sorry. I'll try to download Firefox now.

LN

[larryn58205743]

I just downloaded Firefox. Very simple. I'm sure I had been trying to download Safari prior to this. That's the good news. The problem is:  after making Firefox my default browser, I then downloaded Premier elements from my account.  By hitting the file icon, I was able to see where it went on my hard drive. I double clicked it from this site-----and again, I got the same error message. And, btw, the file did load to my C: drive, which is my SSD. Specifically, it went to C:\users\LNovi\Downloads.

[Peru Bob]

Even though Elements is not part of Creative Cloud, some folks could not install some versions of Elements without first installing the Creative Cloud app.

I had to install it to be able to install PSE 2018 on Windows 10.

[larryn58205743]

So, thanks to Peru Bob for explaining why you suggested I download Creative Cloud.  Unfortuneately, I'm still nowhere. I guess I could try to download the 2014 version of Premiere, rather than the one I bought in 2019.  READ FURTHER

So, I just did try just that.  And, for the first time since I bought the computer, the files DID seem to download. Can I say Mazel Tov on Christmas Eve?!   It did load to my D drive, which is NOT the SSD. So I'll have to work on that. I tried, but it's not as simple as i would think. But again, i can try working on that.

So, it's looking like all this time, it's been that I just could not download my most recent version. And interestingly, it (the account.adobe.com/products site) listed a 2014 version and a 2017 version, though the versions I had were 2014 and 2019. 

Lastly, is there a way for me to get the updated, 2019 version, which I obviously have paid for in 2019 when I updated from the 2014 version?

Thanks to all.

Larry Novik

[larryn58205743]

Heeee's ba--ak!

So, now after assigning it successfully to the C drive, and then installing it, getting verification codes, etc, I get an error message that says. : THis app can't run on this device. It then says:

PX engine

Unknown

This app can't run bc it cause security or performance issues on Windows. A new version may be available. Check with your software provider for an updated version that runs on this verions of Windows. 

Well, at least I think I made some progress. 

Larry Novik

[larryn58205743]

ANd though I got the last message, I was able to initially open the program when I did it from the desktop. However, it said that my SN is in use on another computer. I hesitate to deactivate the software on my old computer until I figure out how to install it on my new computer. Is is difficult to just go back and forth; ie, to deactivate it on my old computer and activate it on my new one? And then go back, if necessary?

LN

[Peru Bob]

 Is is difficult to just go back and forth

By @larryn58205743

Theoretically it should be easy, but there is limited number of times that you can deactivate and reactivate.  Unfortunately, that number is not publicly available.

Some users have no issues, others have reported problems reactivating.

[larryn58205743]

I was easily able to sign out from the Premiere elements program on my old computer. In fact, now when I go into this program in my old computer, it gives me a message saying, "sign in is required."  I've checked an old laptop and another older computer and don't see this program on any of those. But still, when I go into Adobe premiere elements on my new computer, it still is saying, "the SN is already in use by the maximum allowed computers. You need to  deactivate another computer to use this product." I  did research this and, apparently, signing  out is the same as deactivating. So, if  I'm signed out on one computer, why do I keep getting error messages on my new computer saying,  SN is already in use...

I realize I might be seen as "taking advantage" by posting too many messages on this thread. I've read that this is just a Forum, and perhaps I should be speaking with the support. number. If you think that is appropriate, could you please  give me the link.

I don't expect  anyone to respond on Christmas, so no rush.

Thank you again.

Larry Novik

Now, perhap

[Ann Bens]

There is no point in contacting Support as 2019 is no longer supported.

Only the last two version 2025 and 2024 are entitled to support.

[larryn58205743]

Thanks, Ann, for responding. Embarassingly, I was finally able to open an old laptop that I haven't used for years. (It wouldn't even power on at first.) I WAS signed in to Premier elements on that computer, so I logged out. I no longer get that message on my new computer saying that I can't sign in. 

So that's good. I'm still awaiting someone to tell me how I can upgrade from 2014 to the other version of Premiere  that I had previously updated to on my old computer. That is,  2019. When I again today--even on Firefox--attempt to update to to Premiere Elements 2019 (though it still says ver 17 on the account.adobe.com/products page), I still get the error message saying I first need to update my OS, Adobe files, etc. That's been the problem from the start. I would think--though am not sure--that ver 17 would indicate Premiere Elements 2017. In fact, when I click on the button which should download ver 17 to my new computer, it says it's downloading Prem Elem's 2019. So, either ver 17 is the same as PE's 2019, or perhaps that's a clue to what my problem might be.

Larry Novik

[Ann Bens]

That has always been a bit confusing, but version 17 is 2019.

One does not actually upgrade to another version as each version is a stand alone.

One just installs the new version.

[larryn58205743]

Thanks very much for clearing that up. In fact, thanks for both of your points.

So, I'm still left with not being able to download ver 17, called PE 2019. Even though it's not supported, I would think Mr or Mrs Adobe [(: ]would be able to do something since it clearly shows that I did purchase it. And, since I was so easily able to download ver 14--but not ver 17-- to my new computer, I would think that there is something wrong Adobe's end, and not with me or my equipment. Perhaps I'm missing something.

Again, no need to reply today. 

And thanks again. And also, again, if someone thinks I would be better off trying to access support--even though they don't supposedly support these lower versions---I would appreciate a contact link or address. I won't think that you're all just trying to get rid of me.

Larry Novik

[Ann Bens]

If you bought 2019 and registered  the software with Adobe then there is a download link for 2019 in your account.

https://account.adobe.com/?lang=en

[larryn58205743]

Thanks for that link. I realized that if I went to the pull down menu on top, chose plans and payment, and then chose "products," I was able to find my Premiere Elements, ver 17--along with its SN. (I can also get right to that page by typing in, account.adobe.com/products.)

So, just for the hell of it--since I've done it multiple times--I did click on my ver 17. And, as expected, I again get the following error message--assuming I can paste it here. Again, I was easily able to download the ver 14, but just can't do the same with ver 17.

I can't paste it, but I attached a file that you can hopefullly open.

Larry Novik

So it won't let me attach the file, bc it says it's an invalid HTML. But, to desribe it,  there is a big box, with the Adobe icon, and a triangle with an exlamation point. It then says Update your browser. To use Adobe services, please update your Adobe applications, OS, and browser to the latest version.

And, as I've said, my OS and browser are the latest versions. Firefox, I see, was last updated 3 wk ago. And my Windows 11 Pro is up to date as well. And I  just rechecked: Firefox is currently my default browser.

Thanks.

Larry Novik

[Ann Bens]

Try this!

Unplug your network cable, turn off your wifi, run the installer- turn everything back on

[larryn58205743]

Thanks, Ann. I've got family coming over for a couple of days.  I'll try it all then in a day or 2.

I've also thought about the error message that says, update the OS, the browser, and any Adobe software that may be on the computer. Well, I did transfer some Adobe software from the old computer to the new. So, if your suggestion doesn't work, I'll remove anything that  says  Adobe and that I loaded more than a week ago---when I was successfully able to download PE 14. I.e, I'll  try not to remove that. Although  now that I write this, I think I may have tried to remove some older Adobe from my computer from within the Windows  Explorer site, but was unable to. And, at that time, there was nothing in the "add/remove programs" app that's found in the "Settings" section.

Thanks.

Larry Novik

[larryn58205743]

So, since my family is late, I tried what you suggested. But, I must be misunderstanding you, as I'll demonstrate.. Currently,  I'm  only connected to the internet via wifi, so I disconnected wifi. So what was left (from your instructions) was the part, "Run the installer." Now, by installer, I assume you mean the installer for PE ver 17 (2019.) So, in my  Windows explorer, I found 7 instances  of:

PremiereElements_2019_LS31_win64

So, when I click on this file with no Internet connection, I get the error message: No internet connection. The server could not be reached........ WHen I then turn Wifi back on, IIget the same error message as in the past, which is: Update your browser.

If I made any wrong assumptions on any of that, I'd appreciate some feedback. Perhaps I'm using the incorrect "installer." Or not using an installer at all.

THanks for your continued attention to my problemo'.

Larry Novik

[John T Smith]

I bought my v2021 from Amazon on DVD... so this may be wrong

As far as I know when you download the installer you are only getting a 'starter' not the full program... so when you run the installer is must have an Internet connection to download the full installer

Transferring Adobe programs from old to new computers does not work... this may help

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove programs

[larryn58205743]

 I got an email this morning asking if my question from this site had been answered satisfactorily. I have not been able to try the last suggestion because my computer room has been taken over by invaders. Otherwise known as family members. I am looking forward to trying out this latest suggested  link/fix within 24 hours.

Larry Novik

[larryn58205743]

Hello. I was able to "steal" into my computer room this AM. I see that the link that John T Smith sent is not just a simple process. No problem; I can get to this within a day or so. But, before I tackle this, I just want to confirm something. We've already established that Adobe Premiere Elements (PE) is not an app that 's part of Creative Cloud. And, after peeking at this link, it appears that this involves accessing and working with Creative Cloud. Are you still thinking that his might help my PE  problem? I'm not asking for any guarantees, but just your opinion.

Thanks again.

Larry Novik

[Ann Bens]

 I got an email this morning asking if my question from this site had been answered satisfactorily. I have not been able to try the last suggestion because my computer room has been taken over by invaders. Otherwise known as family members. I am looking forward to trying out this latest suggested  link/fix within 24 hours.

Larry Novik

By @larryn58205743

Do not answer or take any action in this email: known scammer.

Adobe does not email and if they did, it always ends on @adobe.com

[larryn58205743]

I'm writing a variation of this again, since the last entry here is about something different. John T Smith suggested I go into the following link:

Transferring Adobe programs from old to new computers does not work... this may help

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove programs

The first thing they  say on this site is:

"The Adobe Creative Cloud Cleaner tool is intended for advanced computer users..." This ain't me.

Now, I already done the first part, step #1. But I see there are multiple other steps. I'm absolutely fine with giving it time and trying to go thru the rest of the steps. However, as I said, Creative Cloud does not include Premiere Elements (PE). So, is there a way to find out if working thru this Creative Cloud link will/could make any difference with my being able to upload PE 19 onto my new computer?

Thanks again.

Larry Novik

[Ann Bens]

However, as I said, Creative Cloud does not include Premiere Elements (PE). So, is there a way to find out if working thru this Creative Cloud link will/could make any difference with my being able to upload PE 19 onto my new computer?

Thanks again.

Larry Novik

By @larryn58205743

It does if you select 1. All. This will take you to Elements.

[larryn58205743 · Accepted solution]

Thanks very much to you, Ann, and everyone else who shared. But, just before this last note from Ann, I had decided to try the Chat support from Adobe. After 2 days, many hours, and even them entering my computer on  2 different occasions, I finally have 2019 PE and photoshop on my new computer.

Larry Novik

[John T Smith]

In case someone else has a similar problem, do you know what the support staff did?

Also, now that you have everything working, you may want to consider buying a 'whole drive backup' program to make a 'picture' of your drive so you may do a restore if necessary

The product I bought and use is at http://www.terabyteunlimited.com/image-for-linux.htm
Note that I get NO benefit if you buy the program, I only use it and like what it does
Version 3+ allows restoring to a larger drive and expanding the partition to fit
.
Image runs off of a bootable CD or USB Flash Drive via Linux (the Zip you download includes a program to make the CD or USB, the program uses less than 1Gig) and it reads EVERYTHING on the drive, even the hidden registration information, so everything is restored when needed... and you may not only restore the image over a messed up install, you may restore to a brand new drive in case of a hardware crash, and not have to re-install anything
.
I do a backup a couple times a year to a second internal drive... the backup of my C drive is 'about' 45Gig in one file... depending on the space used on your C drive you should be able to do a backup to a USB flash drive that has the capacity... 128Gig flash drives don't cost a lot
.
I have actually done this restore one time... when a program I bought had a faulty installer that totally mangled the Windows registry... I had done a restore before installing the bad program so I did not lose anything when I had to do the restore