Downloaded Photoshop Elements 11. Entered (double-checked and even re-entered to no avail) serial number and got this message. Did the "chat" with Adobe and they couldn't help, told me to call Adobe tech Monday.
I DID buy the program from Costco and it's a "special edition" but don't know why that should matter. The serial number is in the same place as the programs you buy anywhere else. Maybe it's not matching on the Adobe site for some reason? Any help much appreciated.
Nope. Already did that. Tried three times to re-enter it, getting same message. I'll probably have to just wait it out and call them tomorrow. Way too much time invested in what should be a simple installation.
Thanks for trying though!
I am really afraid that we guys can't help you with serial number, only Adobe support team can. You will have to call them on Monday.
But yes serial number is 24-digit code. See if yours one.
If you bought PSE11 from CostCo and it is a special-edition, then perhaps you need to install it from the media that came with the CostCo box and not a direct Adobe download. I would guess Adobe has different sets of serial numbers for different “editions” and a regular download isn’t the same as a special-edition. Or do you mean that the special edition is something you can download, too? I don’t shop at CostCo to guess exactly what you purchased.
That seems to be a sensible possibility. It sure would be nice if it said that it can't be downloaded/must be installed from enclosed discs right on the box/in the enclosed materials though. I will call tomorrow and find out.
The whole ridiculously long story is that I bought it because it was a great deal, and followed all the directions to load it from the installation disc onto a computer, which worked fine. However, I want it on my new Macbook Air, which has no disc drive, so again followed directions to the letter for transferring it from one computer to the other. Seemed to work fine until the very last seconds when it said it couldn't complete the transfer. (Repeated process, same result.) Then I called the techs where I bought the Macbook Air and they said the easiest solution for me would be to just download from Adobe by entering the serial number because really that is what I paid for in buying the software and that serial number is all that's needed, not the actual discs. So that's what I did, and ended up here.
Thank you so much for your thoughts on this, really appreciate it. I'll let you know what happens when I call Adobe tomorrow so you can know if you were right!
Oh, then your problem is not to do with installing. It's to do with trying to transfer an installed version. That NEVER works, and I'm guessing you probably also transferred over the settings and such from your user account on the old computer? You will need to download and run this:
and then do a manual removal of any bits you can find to clean up the existing mess before you try a new install. Be sure to check hard drive>library>application support>adobe in addition to the actual application folder.
OK, thanks for all the support (FAR more supportive than chat/phone with Adobe, really disappointing how poor their customer service is....but I digress) and problem is fixed. By me. And probably caused by me, too.
Apparently I downloaded Photoshop Elements PREMIERE along with the Photoshop Elements 11 in the download, so my serial number was not correct for that bundled product. I didn't want them both, only PE11 so downloaded the wrong item. I truly am not an idiot, really, I'm not. Guess I just didn't read carefully on the website and downloaded the wrong thing, and that one extra word "premiere" did not stand out until I looked at it again this morning.
Anyway, problem solved and thanks again everyone who replied here. Case closed!