photog11 Loc: San Francisco

PSE 11.0 Download failure

I love my Adobe Photoshop Elements 8, but I have outgrown it. I purchased PSE 11, and received the discs. When I tried to install it, three times, it hung each time during the 2nd half of the download (‘installing required shared technologies’).

The only help available from Adobe is via their tech support chat. So I went there. The first agent tried to help by having me go to msconfig and disabling all services and startup entries. He then asked me to restart the computer and get back to him. Well!!! That was a non-starter. Reluctantly I tried to allow him to take control of my computer remotely. He said he couldn’t do it either through my i.e. Explorer or my Chrome browser. He insisted I download Firefox, and try again. Firefox has some severe security issues at the moment, so I refused. The second time I tried, the agent also insisted on Firefox. The third agent was most helpful, (tried to set up a new user account, etc.)but also failed to help me.

I then tried to download the trial version. That failed to install at the same point as the purchased version.

I have cancelled my purchase, and a refund was granted. But I really do want PSE 11.0. Can any competent Adobe employee or other knowledgeable person help?

I use Windows 7 Professional, 32 bit. Operate at 2.83 GHz with 4.0 GB of memory (3.57 GB usable), and ie Explorer 9.0.10 and Chrome Version 22.0.1229.94 m

graham52 Loc: Scotland

Hi photog11.

Sorry to hear you are having problems with elements. I had a similar problem with photshop CS3, it would go so far then pack it in. What I did was open a new user account install CS3 in the new user account then delete the new user account. Good luck

FilmFanatic Loc: Waikato, New Zealand

OK so Firefox has issues. But you are only going to one website, it's not like the rest of the internet is going to come stampeding in or something. Can you just get the support issue done and then delete Firefox?

mlj Loc: Anderson, SC

I am having the EXACT same problem with PSE10. I purchased it about a month ago but only in the past few days have I tried to install it. I spent over three hours on Adobe "chat" after several efforts to install it. The issue of "Shared Technologies" prevents me from installing.

I hope someone on UHH can provide advice.

jerryc41 Loc: Catskill Mts of NY

So many people are having this download problem. Maybe a different forum would have someone with a definitive solution- Microsoft? Phe problem is you're dealing with Microsoft and Adobe. Each can blame the other for the problem.

mlj Loc: Anderson, SC

You are probably right. I wonder, however, if all Microsoft users are having similar problems with PSE. If so, you would think Adobe would have resolved the problem.

The tech support person even took control over my pc remotely and copied the installation disc to my hard drive and told me to install it from there. No luck.

The next tech support person had me create a "Test" folder in my C drive and copy the installation file into it and then run the installation. No luck.

The next tech support person asked me to create a new admin account and install using that account. No luck.

I wonder what the melting point of these discs are?

photog11 Loc: San Francisco

This was a good thought Graham. Thanks... although it did not work (see other responses, below).

photog11 Loc: San Francisco

Thanks all for giving support and letting me know that I am not alone. I won't hold my breath, but I am posting the problem everywhere I can think of, including Adobe forums, Photosig, Facebook (and adobe's page!) in the hope that someone competent (at Adobe)will notice and take action. May I suggest that we ALL do the same?

mlj Loc: Anderson, SC

After more than three hours with tech support, I think Adobe knows me quite well. I would have contacted them again last night, but tech support was closed by then. I will post the problem with Microsoft and see what happens.

mlj Loc: Anderson, SC

photog11...I just found this link. I am not able to test out the suggestions because I am a work. Let me know if this works for you!

http://forums.adobe.com/message/4616545#4616545

UP-2-IT Loc: RED STICK, LA

If you have the 64bit version of Elements 11 IT WILL NOT load into a 32 bit system windows program, might check that.

grusum

[quote=UP-2-IT]

Oh, but if only there was a 64 bit version of PSE11 -- it is STILL a 32 bit program.

Premier Elements 11 for editing videos is a 64 bit program.

I was hoping it would be a 64 bit program this time so it could see my 16GB of memory rather than just the 3.2GB that the 32 bit program can access.

Good luck with your problem.

photog11 Loc: San Francisco

This was very helpful. It seems, however, that I have to uninstall every bit of Adobe software on my computer, then try to download PSE 11, then reinstall every piece of Adobe software (Flash, Acrobat, etc.). If this doesn't work, then I have to reinstall PSE8 as well. No thanks! I'll stick with my working, loveable, PSE 8.

jeep_daddy Loc: Prescott AZ

Are you disabling your virus software first?

UP-2-IT Loc: RED STICK, LA

[quote=grusum]

Premier is for videos not digital pictures.