Adobe Community: I've downloaded the entire software(the free trial) but now it wont open. how do I fix this?

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1. Jeff A Wright,

May 25, 2012 12:50 PM in reply to reallytho

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Do you receive an error message when you try to open the software? What are you trying to open? Which operating system are you using?

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2. MrsBazner,

May 25, 2012 1:39 PM in reply to Jeff A Wright

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I am having the same problem. I downloaded Premier Elements 10 trial to my Windows 7 (64-bit) system. When I try to open it, I get error messages. Trying to open from the desktop shortcut, I get, "[...\...\Src\EMS\WSEMSUtil.cpp-715]".

Trying to open it from the file location gives me an error about the "side-by-side configuration".

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3. Jeff A Wright,

May 25, 2012 1:53 PM in reply to MrsBazner

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MrsBazner what is the name of the file which you are opening? Were you able to complete the installation process?

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4. MrsBazner,

May 25, 2012 2:04 PM in reply to Jeff A Wright

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I'm trying to open the Adobe Premiere Elements exe file. The installation seemed to complete with no problems, and I restarted my system.

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5. Jeff A Wright,

May 25, 2012 2:17 PM in reply to MrsBazner

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You mentioned previously that you were using a desktop shortcut. Have you navigated to Program Files(x86) and located the Premiere Elements folder in there and launched the exe? Or where exactly are you invoking the Premiere Elements.exe file from?

Also was Premiere Elements working previously or is this your first time installing it?

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6. MrsBazner,

May 25, 2012 2:20 PM in reply to Jeff A Wright

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This is my first install of elements. I have photoshop already on my laptop system. I launched the exe from the Program files (x86) and got the message about the side-by-side configuration problem.

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7. Jeff A Wright,

May 25, 2012 2:23 PM in reply to MrsBazner

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Before I move this discussion to the Photoshop Elements forum can you please try running the Adobe Support Advisor - http://www.adobe.com/support/loganalyzer/ to verify there were not any installation errors.

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8. MrsBazner,

May 25, 2012 2:24 PM in reply to Jeff A Wright

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This is about Premier Elements 10, not photoshop. My photoshop application works just fine.

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9. MrsBazner,

May 25, 2012 2:32 PM in reply to Jeff A Wright

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The log analyzer says it found a problem and wants to send a package with details to support. Should I submit it?

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10. Jeff A Wright,

May 25, 2012 2:46 PM in reply to MrsBazner

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You can although did it not also identify a troubleshooting document for you to use? The package for support option will simply make the installation log available for Adobe employees to review. If you would like to respond with your token number I would be happy to look at the log file.

Alternately you can follow the directions listed in Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5 -cs5.html. This is exactly the same process which I would use to review your installation log.

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I've downloaded the entire software(the free trial) but now it wont open. how do I fix this?

May 24, 2012 6:57 PM

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