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ragingmad
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difficulty with downloading elements

Jun 13, 2012 2:34 PM

Tags: #elements_10

I have I think successfully downloaded photoshop elements 10.0 that I purchased online yesterday.  Unfortunately I cannot figure out how to open it up.  I went to the Adobe page, where my purchase was acknowledged and hit download, and that process took over one hour.  Then the clock ran out and it appeared that the download was complete, but now what?  It is not showing up under "programs" under my computer.  Any helps would be appreciated. Please don't tell me to call customer service, I can't even see where I can do that without a 39.00 dollar charge...

715 Views   11 Replies   Latest reply: ragingmad, Jun 15, 2012 7:11 AM
 
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  • photodrawken
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    1. photodrawken,
    Jun 13, 2012 8:34 PM   in reply to ragingmad
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    You can use the "Contact Adobe" link at the bottom right of this forum page to access the Adobe customer support system.  During business hours you can even initiate an online chat session.

     

    As for your download, what is your operating system?  Once you download the installation files, the program needs to be installed using those files.  The Adobe downloading utility should have automatically triggered the installer.  Try downloading again.

     

    Ken

     
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  • ragingmad
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    2. ragingmad,
    Jun 14, 2012 4:59 AM   in reply to photodrawken
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    The contact adobe link is how I got to you.  It directed me towards this area.  So here should be my questions/answers.??  Windows 7 64 bit.  The email that I opened when receiving confirmation directed me toward my account, which gave me two options.  One to download an installation file, which continually gave me an error message, and the “alternate way” which allowed me to download the files.  Once the files were downloaded I got the message that I gave earlier.  What is my next step. 

     

     

     

    Thank you.

     

     

     

    Dee

     
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  • 99jon
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    Jan 6, 2010
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    3. 99jon,
    Jun 14, 2012 5:08 AM   in reply to ragingmad
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    The download folder is usually a zipped folder. Double click on it to open it up. On the menu bar click Extract Files and click OK.

     

    To start the installation double click on the file SetUp.exe and follow the instructions.

     

     

     

     

     
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  • ragingmad
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    4. ragingmad,
    Jun 14, 2012 6:20 AM   in reply to 99jon
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    Please be aware that I am not computer saavy.  I logged into my Adobe account, and pulled up my order.  The CONFIRMATION  page included what you see below, and I selected Alternate Download method (the Akamai Download Manager gave me an error message).  The download was complete in 1 hour and 18 minutes.  Then after the download was complete, I “clicked” on that “icon” in Adobe Reader and got the error message that I indicated above.  1) I don’t know where the zipped folder is.  You say below “to start the installation double click on the file SetUp.exe”.  Where is that and if I have downloaded already, do I still need to install?   

     

     

     

    Adobe Photoshop Elements 10

     

     

     

    Mac/Win, English

     

                    1057-4463-7756-0964-0200-7473                Akamai Download Manager

     

    1.50 GB

     

     

     

    Alternate Download Method

     
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  • photodrawken
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    5. photodrawken,
    Jun 14, 2012 11:19 AM   in reply to ragingmad
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    What is the name of the file on your computer that you have successfully downloaded?

     

    Ken

     
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  • ragingmad
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    6. ragingmad,
    Jun 14, 2012 1:35 PM   in reply to photodrawken
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    That I guess is the problem.  I cannot find the file under “programs”.  I have selected download several times (see posts above) and the process seems to be in progress every time. The last time I watched the clock/timer descend to seconds left until download complete.  But cannot find where the file is.  Any suggestions?

     
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  • ragingmad
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    7. ragingmad,
    Jun 14, 2012 1:45 PM   in reply to photodrawken
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    Ken, looks like it downloaded to Firefox, whatever that means…..but then when I click on it (in the list of downloads in Firefox) I get the Adobe error message above (not a supported file, etc.).

     
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  • photodrawken
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    8. photodrawken,
    Jun 14, 2012 2:46 PM   in reply to ragingmad
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    OK, rather than spending a lot of time spinning our wheels, there are two things to do:

    1. Use Internet Explorer to download the installation files.  After the download completes, the installation should begin automatically.  If that doesn't work:
    2. Use my previous suggestion to contact Adobe support.  During business hours, you can intitiate an  online chat session and they can even connect to your computer remotely to do the installation for you.

     

    Good luck!

     

    Ken

     
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  • ragingmad
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    9. ragingmad,
    Jun 14, 2012 4:59 PM   in reply to photodrawken
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    With all due respect Ken, telling me “to use internet explorer to download the installation files” is not enough information. I have not the faintest idea where to start with that step.  All I need is some instruction.  Sorry, I am just not good at computer stuff, my husband did all this in the past.  When I purchased PSE (download, not physical disc) then there is one option that I am familiar with to transfer that to my computer, and that method I gave above “click on download”, etc.    

     

     

     

    Thanks,

     
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  • photodrawken
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    10. photodrawken,
    Jun 14, 2012 7:44 PM   in reply to ragingmad
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    Yes, you'll need to click on this link during business hours:

    http://www.adobe.com/support/download-install/supportinfo/

     

    and get an online chat session started.  According to Adobe's published policy on that page,

     

    Chat

    Live chat agents can assist you with the following issues:

    • Problems downloading and installing your software.
    • Trouble activating or deactivating your product.
    • Problems with your serial number.
    • Problems with your Adobe ID or password.

    If you purchased standard, single-user software or services, you are eligible for unlimited free installation support as well as additional free phone support during a limited time period. View Adobe support programs for details.

     

    so you should be OK to get free support with this problem.

     

    Ken

     
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  • ragingmad
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    11. ragingmad,
    Jun 15, 2012 7:11 AM   in reply to photodrawken
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    Thank you.

     
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