Mess caused by upgrading to Photoshop Elements 13

I have spent all afternoon on ADOBE Chat.  They keep telling me that they do not support PSE12 I only purchased/upgraded to PSE12 less than a year ago!  I installed PSE13 and was left with PSE12 as well.  But I couldn't un-install it via Control un-install as not listed.  I have since un-installed PSE13 that has caused the problem.  But still cannot see PSE12 to uninstall.  Trying to use their TECH NOTE to un-install: http://helpx.adobe.com/photoshop-elements/kb/manually-remove-photoshop-elements-12.html. But I cannot delete the PSE12 folder says it is use.  The second CHAT person took control of my PC and she tried.  Now on the third CHAT I am pointed back to the Forum.  Are ADOBE serious about supporting their software.  I know I am a home user, but I have had better support from low cost software companies.  So now I am completely stuck, I cannot remove PSE12 prior to installing PSE13 which I have just purchased.  Are Adobe going to say in less than a year we don't support PSE13 when I upgrade to PSE14.

Yes I have the link. But one of the first steps is to delete the Photoshop Elements 12 folder in the Prog Files (x64) folder and I can't because it says that the folder is being used.  This despite ensuring No Adobe services as far as I can see are running.  Yes I could have both PSE12 and PSE13 running together.  But eventually I would want to remove PSE12.  And it doesn't appear on the Windows Cntrl Panel un-install list.  So I can't un-install it that way.  Trying to follow the manual un-install supplied by Adobe I can't un-install the folders as they say.  What I find very frustrating is that Adobe won't help.  They say we no longer support PSE12.  Oh come on, most major software companies will supply the latest version-1version surely.  And anyway it was install PSE13 that has led to this mess.  And Adobe programs are not that cheap compared to other suppliers of graphics packages.  I accept they are superb in what they do, but surely Adobe should support them even to home users like me.  So I am well and truly stuck one of these days I will want to remove PSE12 and I cannot at the moment.

Let me just set out how I got here.  I was using PSE12 quite happily and it was doing all I needed.  But when I opened it up, it said that PSE13 was available.  With my important software I always update as soon as I can. Most software companies won't support old versions.  (Though nearly every other company, apart from Adobe, will support the last version that has only just been superceded.  So I purchased the PSE13 updgrade and downloaded it, which also installed it.  I thought I don't need PSE12 as PSE13 is running ok.  BUT WHEN I look at the Windows Control Panel un-install it only listed PSE13, PSE12 is not listed.  (However some system third party software shows that PSE12 is recognised).  So I un-installed PSE13 thinking maybe PSE12 will re-appear on the control panel list.  But no it didn't.  I then used Adobe CHAT all afternooon - three analysts.  Who kept telling me that they no longer support PSE12 it is in their rules!  But they gave me the link to the manual removal process.  This starts by deleting the Adobe PSE12 directory etc... AND then goes onto hacking out the entries in the registry.  BUT when I try to delete the PSE12 diretory in Prog Files (x86)/Adobe it says it is in use.  I have manaully stopped ALL Adobe services.  But this doesn't make any difference.  I have also re-started the PC as you suggest this doesn't work.  I have tried in SAFE MODE as far as I remember but this doesn't work.  As PSE12 is working ok, I could forget trying to delete it and carry on using it, even though I have paid for the quite expensive upgrade.  But one of these days I will want to go to PSE13 and won't want PSE12 on my PC as well.  I will then be in exactly this position.  I DID ASK ADOBE Do you not have a CLEAN UP TOOL?  They said there was no such tool!  I find it amazing that a professional company like Adobe don't have such a tool.  My Virus Checker and other software companies ALL provide a clean up tool - so in case of difficulties in un-installling an application, you can remove all traces of the application.  I am not trying to be rude or abuse a forum, but I really am not very happy with this experience with Adobe, particulary that they won't provide direct technical support.  Though I must admit Forums are brilliant.  So any help and advice I can get will be welcome.  But I don't know how I will ever remove PSE12 from Windows 7 PC?

Thanks Angryuk.  I have sent an Email to the CEO.  Here is what I sent.  It might encourage other Adobe users to push for better and more professional support even if the app PSE12 is only one behind!!!

Dear Sir

I was a regular home user of Photoshop Elements 12(PSE12) having purchased it by upgrade on

7 Oct 2013 (S/No: 1057-1302-7331-8029-4210-6039).  Then when I was powering up this application it said that Photoshop Elements 13 (PSE13) was available for upgrade on special offer by download.  So I purchased PSE13 on 13 Oct, 2014 (S/No: 1057-1314-3452-2773-6251-9919)

I realise that most software suppliers will not support old versions so on important packages such as PSE I always upgrade so that I am on the latest version.  (Also means I am a faithful customer of Adobe).  Most software companies will support the last issued version even though they have just upgraded.  They will eventually pull the plug but not for a short period following an upgrade/re-issue of software! (But Adobe doesn’t appear to follow this convention from my Help Web CHAT calls as you will see).

When I installed PSE13, I finished up with both PSE12 & PSE13 on my PC, both fully working.  However I couldn’t see the point in having both on my PC.  After if you only support PSE13 better to be on that. If there are any bugs in the new software, I will trust that a company of Adobe reputation will issue fixes in due course.

So I went to un-install PSE12 via the correct Windows Control Panel and un-install provided to un-install software cleanly.  But only PSE13 appeared but no PSE12, even though it is a fully running application.  So I used your Adobe Web Chat connection as I do have an Adobe account.  The first Chat was as follows:  (Your case number: 0185994907);Chat start time: Oct 13, 2014 7:55:56 AM; EST; Chat end time: Oct 13, 2014 8:46:33 AM EST; Duration (actual chatting time): 00:50:37; Operator: Rashmi. Brief details of the call: Rashmi: In that case we need to uninstall it manually ,

Graham Marriott: Do you not have a manual un-install program that I can download. Many  software companies have a program you can run to remove and clean off their programs!!

Rashmi: No we do not have any program Rashmi: http://helpx.adobe.com/photoshop-elements/kb/manually-remove-photoshop-elements-12.html (Tech note to manually remove PSE12).  I tried this but I cannot delete the PSE12 folder because it says in that it is use.  But I have stopped all Adobe services.  So used Web Chat for second time.

Chat start time: Oct 13, 2014 9:12:10 AM EST; Chat end time: Oct 13, 2014 10:41:06 AM EST

Duration (actual chatting time): 01:28:55; Operator: Honey Razdan.  Brief overview is that Honey took control of my PC (Honey Razdan: Please visit my virtual room at: so that I can check your computer to uninstall PSE 12.  But she couldn’t un-install PSE12 and it was taking ages for to delete even one folder!  The connection became broke to this chat. 

So I tried again: Chat start time: Oct 13, 2014 11:06:07 AM EST; Chat end time: Oct 13, 2014 11:25:25 AM EST; Duration (actual chatting time): 00:19:17; Operator: Aditya Jha; Aditya Jha :        But I can help you only with Elements 13 products; Aditya Jha :    We do have people on forums to help you.

So I spent a whole afternoon (3.5 hours on chat itself) to try and solve this problem. The message I get from Adobe is that you do not support PSE12 but only PSE13 which you have only just issued. Rather than provide a professional support on a just upgraded version you pass the responsibility to the Adobe Forum to try and help me solve the problem.  It is true that most Forums are brilliant with many fine engineers.   But I feel a company like Adobe should provide good technical support and I don’t feel that is what I am receiving.  Your graphic products in comparison to other similar products are expensive.  Although I recognise that they are high quality and functionality.  But this whole experience has left me somewhat disillusioned with Adobe.  I feel that I will never be able to delete PSE12 even though I am ex IT engineer and quite capable of administrating a PC.  I look forward to a reply from Adobe that will restore my confidence not just in your products but in the service you provide.

Yours Truly

Graham Marriott

I have tried deleting the folder immediately after a restart.  I have also tried to delete it in SAFE MODE.  I posted my Email to the CEO and forgot I had put the serial numbers in my Email to him just to confirm I was a legitimate user.  I am very unhappy to say the least with the support that ADOBE provide via Web Chat.  It took up the whole of an afternoon with 3.5 hours actual connect time.  And they kept saying we do not support PSE12, (I only purchased it about a year ago - have they not heard of the sale of goods act!). And just about every other software company I use will deal with problems on the software that has only just been superceeded.  I have tried to follow THEIR technincal note and I am quite an experienced Windows user and I can't get it to work.  I have tried restart/Safe Mode and ensured that as far as I could see all services and processes were not running.  But here I am having to rely on a forum to solve my issue.  Adobe Help are effectively washing there hands of me.  As for the serial numbers I don't seem to be able to delete them.  And I really can't face going on Adobe Web Chat at the moment.  Maybe as I sent an Email to the CEO someone from Adobe support might deal with me personally.  I think products like Photoshop are superb and top of the range.  But I feel that the support that Adobe provide does not do justice to their high quality software.  Sorry but that is the way I feel after spending a whole afternoon trying to install PS13 and un-install PSE12.  I can live with both for now but one day I might just want to hack PSE12 off my PC.  But I trust all of you will truly have a nice day.

I have tried to edit and delete my serial numbers on this post - I can't.  I cannot find how I can contact a moderator or administrator to ask them to say remove this post/discussion.  On most forums there are administrators/moderators you can contact.  I can find no such contact details easily obtained.  So I cannot change anything on this forum/post as once it is posted and replied to you don't seem to be able to edit your replies.  So is there a moderator out there who can help?

Finally on my fourth chat in 2 days.  The Chat person went and talked with a supervisor.  Hurrah.  They are going to send me NEW SERIAL numbers.  So to any reader the serial numbers that I published in my haste and by mistake are no longer valid.  I still have the problem that I cannot delete the PSE12 folders to follow the Tech Note.  But as an ex IT engineer (UNIX and networking rather than PC/Windows/Desktop) I am sure I can crack it.  But any help will be welcome.  There is obviously a service that I haven't spotted that is reading or using a file/sub folder in the PSE12 folder.  It is a shame that installing PSE13 removed the PSE12 entry in the Windows/Control Panel/list of applications (for un-install/repair).  I could hack the registry and put it back if I new where abouts and what to add.  For now I can continue to use PSE12 that is working fine.  I have PSE13 and a new serial number.  AND Adobe CHAT have said they do support PSE12 despite what they said twice on Chat to me yesterday.  After some times a few cups of coffee I might just recover a more positive view of Adobe.  Great products, but I feel a pity about they way they support them, no direct phone number, no direct Email to Tech support.  Either a front line Help Desk via Web Chat or trust that on this Forum someone will spot the entry and be an expert or even heaven forbid an actual Adobe engineer.

I did try to download the Unlocker as you suggest.  But my virus checker treated nearly all these sites with unlockers like this with warning.  It said on this one that it was trying to download a threat to my machine.  However after nearly a whole day on this problem and with 4 Web Chat calls of over 4 hours duration.  I finally spoke to a senior engineer who rang me from India.  In less than 20 minutes he had deleted the PSE12 folder and cleaned up the registry.  I could easily as a competent PC/Windows user done this myself if only the front Help Desk (Web Chat) given me good adivce.  But I have found front line Help Desk work to 'a limited script' of problems and solutions.  Get them away from that and they can't reallly help.  Adobe don't have a technical phone nuimber contact for all their products!  And there is no Technical Contact Email as far as I can see. So one is left on Elements with Web Chat OR use this forum.  This forum as some excellent people. But they have to spot your posting and then help you if they can.  I am not very impressed with the Support that Adobe give to a home user like me.  Nearly all my other applications give good access to their help desk and you can pursue the problem easily.  But thanks to the excellent Indian analyst I now have PSE13 installed on my PC and PSE12 has been deleted. But it really shouldn't have taken two days, four chat sessions of about 4 hours duration on the web chat line. 

I spent two days, 4 Web Chat Help desk calls (over 3.5 hours) on this problem.  I was told at one point we do not support PSE12!!  I was also told by one of the Web Chat that they did not have a clean up tool, which is what I asked for!! On the final Web Chat they wanted to take control of my PC again (for the second time).  I had watched for minute after a minute a web chat person try to fix this problem and not really get anywhere.  As an ex IT person I am quite PC literate. What I need is expert guidance.  But I didn't get this from Adobe.  There was no Email address for support to be able to send the question to.  This works with most of my other software providers. But after refusing their take over of my machine and asking for a senior engineer, I was rung on the telephone by a supervisor.  Who after I had explained the situation put me on to a senior engineer in India.  He was great and he fixed the solution whilst I talked to him over the phone.  He not only removed PSE12 but he also installed PSE13 which was not really fixing the problem.  But I still as a home user find trying to deal with Adobe problems is remote.  I can either use Web Chat or post on this Forum (where I hope it won't be too long before an expert picks up on) and I am provided with a solution.  (But this route is slow Post, Wait, Reply, Try, Re-post etc...).  So I am a big fan of the Adobe software as it is excellent 'top of the class'.  But I feel their support is one of the hardest, least helpful at the front end, that I have encountered.  But let us close this discussion.  I now have PSE13 on my PC, PSE12 is removed and I still have my Dreamweaver CS4 as well.  But thanks to all of you who took the time to reply to this post on the Forum  Best wishes to you all.