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1. Re: How do you get any support from Adobe?
jhs5021 Nov 23, 2014 12:23 PM (in response to JT63)Yes...I am wondering the same thing. I activate a chat session, keeps telling me to be patient and to go to Forums in meantime. When I click back over to Chat session they said they had not heard from me so they ended the session...now I can't seem to reactivate the chat session.
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2. Re: How do you get any support from Adobe?
JT63 Nov 23, 2014 1:04 PM (in response to JT63)I don't even get as far as a chat session - I just can't find a way of initiating one - it just sends me to the forums.
I'm currently investigating alternatives to Photoshop Elements.
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3. Re: How do you get any support from Adobe?
ssprengel Nov 23, 2014 1:16 PM (in response to JT63)Lower-priced products only have support for installation or licensing issues so whether you get a chat choice depends on what you’ve chosen as the issue type before clicking Still Need Help.
Chat support is in India and it is a Sunday afternoon in the US so perhaps not that many agents are on.
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4. Re: How do you get any support from Adobe?
raneuber Nov 23, 2014 8:59 PM (in response to JT63)Adobe has awful customer service. I will not be using their products again. I bought Photoshop Elements in February and am now having issues opening the software (it wants to log me into adobe and won't let me). Contacted customer service and they said "Sorry but we are no longer servicing this product...I am bound."
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5. Re: How do you get any support from Adobe?
Anwesha Dev Chaudhary Nov 23, 2014 9:19 PM (in response to JT63)Hi,
Could you please share with us some details of the issue you are facing like : Is it happening for bith Organizer and Editor?
Which OS are you working on?
What were you doing earlier when PSE 13 stopped working.?
This could help us in providing you with some troubleshooting steps.
Thanks,
Anwesha -
6. Re: How do you get any support from Adobe?
JT63 Nov 24, 2014 2:23 AM (in response to Anwesha Dev Chaudhary)I am using Windows 8.1.
I have been uploading photos from a scanner, tagging them, and re-organising imported tags. I used to have PSE 4 on an old PC, Bought PSE 12 and tried to convert the catalog but that went haywire, so when I got a new PC i just imported the tags into a new catalog. Of course these have no structure so I was creating new categories and sub-categories and dragging the existing tags into the new categories.
I don't know if it is happening in Editor since I don't know which exe file to open to go directly into Editor. the short-cut on my desktop currently does nothing
Regards
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7. Re: How do you get any support from Adobe?
JT63 Nov 26, 2014 1:44 AM (in response to JT63)So we're back to the original question - how do you get support from Adobe?
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8. Re: How do you get any support from Adobe?
colin d l wright Nov 26, 2014 6:52 AM (in response to JT63)You don't! From today's "chat":
Emmanuel : Hello! Welcome to Adobe Customer Service.
Emmanuel : I have received your query. Please allow me a moment to verify your account and to review the details of your request.
Emmanuel :I checked your case number - 0186141321 , but for support you need to check on forums.adobe.com .
Colin Wright: Is the answer there?
Emmanuel :PLease check on forums.adobe.com for help .
Colin Wright: Only if the answer is there, in which case you can tell me what it is.
Emmanuel :There is no support on chat for Photoshop elements -13.0 as we are not trained on it , how to use PSE 13 .
Colin Wright: Brilliant - at least that is honest. Enjoy the training course when you get it.
Emmanuel : Is there anything else I can help you with?
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9. Re: How do you get any support from Adobe?
Andy Hathaway Nov 26, 2014 8:28 AM (in response to JT63)I called the 800# and was told there was no phone support for PSE13 and they suggested Chat. I logged into Chat and was passed to 4 different agents before being told by the last on there is no Chat support for PSE13 and I must go to Forums. I posted in Forums, got a few replies that never solved the issue and now my thread has been removed. I have been with Adobe since PSE6 or so, loved PSE 8 and have never liked a version since. BUT, I have 18000+ pictures nicely organized and tagged and would never want to loose that so I stay. Now PSE13 crashes with every single use. I have contacted my credit card company and I filed a complaint. I can't understand how a world class company such as Adobe can go so wrong, but this is terrible service.
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10. Re: How do you get any support from Adobe?
Anwesha Dev Chaudhary Nov 27, 2014 1:52 AM (in response to JT63)You can find the Editor.exe at:
C:\Program Files\Adobe\Photoshop Elements 13\PhotoshopElementsEditor.exe
Try Right Click on the exe > Run as Administrator
Thanks,
Anwesha -
11. Re: How do you get any support from Adobe?
JT63 Nov 27, 2014 2:10 AM (in response to Anwesha Dev Chaudhary)Thanks - what about the problem that the Organiser has stopped working? That is what I use PSE for mainly, and currently it doesn't work.
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12. Re: How do you get any support from Adobe?
Anwesha Dev Chaudhary Nov 27, 2014 4:00 AM (in response to JT63)Does Organizer crash on launch itself or after some time?
Regards,
Anwesha
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13. Re: How do you get any support from Adobe?
JT63 Nov 27, 2014 9:37 AM (in response to Anwesha Dev Chaudhary)It crashes on opening
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14. Re: How do you get any support from Adobe?
Anwesha Dev Chaudhary Nov 27, 2014 11:21 PM (in response to JT63)Please try out the instructions mentioned in article:
Elements Organizer crashes at launch
Let me know if it still does not help.
Thanks,
Anwesha -
15. Re: How do you get any support from Adobe?
Barbara B. Nov 28, 2014 6:15 AM (in response to Andy Hathaway) -
16. Re: How do you get any support from Adobe?
jac999 Nov 28, 2014 6:30 AM (in response to JT63)hi, well at least i am not the only one now i know from the answers there is no support so it looks like i will never get the photoshop elements 10 to work it rolls back as soon as it get to the elements 10 organiser, then it says below mentioned application has failed to install shared thechnologies, i found a lot of info and try all but none have worked so far. then i found one that said to install the elementsSTIinstaller first, tryed that and that wont install to get help from the adobe website, and when you get there, they have cancelled that bit, and no download for that file either, if anybody had same problem and fixed it please let me know. i was told by someone that a program called gimp is like photoshop does anybody use that program
thanks
jac
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17. Re: How do you get any support from Adobe?
Andy Hathaway Nov 28, 2014 11:18 AM (in response to JT63)Barbara: Yes. I thought I lost you and the thread. My original catalog with all my tags is crashing on both my WIN 8 and my Win 7 machines, while a new catalog, created in PSE13, works fine with all 18000+ pics added in. So, I am really trying to solve this to preserve years and years of picture grouping, organizing and tagging.
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18. Re: How do you get any support from Adobe?
virginialisai Nov 28, 2014 11:43 AM (in response to JT63)I am in the same boat. Mine is not working.
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19. Re: How do you get any support from Adobe?
JT63 Dec 1, 2014 8:02 AM (in response to JT63)I worked through all the solutions. The last one worked - uninstall and reinstall. Now, of course the tags are just the imported ones that were written to the files and are just a flat list. I was reorganising them when it got corrupted last time so I'm worried that I will encounter the same problem if I try again and waste more time. Also, does PSE 13 write the tags to the files. I can't find the option that used to be there. At least it is working for the time being.
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20. Re: How do you get any support from Adobe?
MichelBParis Dec 1, 2014 8:19 AM (in response to JT63)JT63 a écrit:
I worked through all the solutions. The last one worked - uninstall and reinstall. Now, of course the tags are just the imported ones that were written to the files and are just a flat list. I was reorganising them when it got corrupted last time so I'm worried that I will encounter the same problem if I try again and waste more time. Also, does PSE 13 write the tags to the files. I can't find the option that used to be there. At least it is working for the time being.
Writing metadata to files is still in the 'File' menu, shortcut Ctrl D.
You can save your keyword hierarchy in a special text file from the dropdown menu you open from the small icon next to the + sign in the keyword panel title bar. That way, you can create a new catalog which has already the keyword and categories hierarchy before importing pictures. The import will use the existing keywords instead of the 'imported keywords' category. You can also update the hierarchy of an existing catalog with that text file.
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21. Re: How do you get any support from Adobe?
Andy Hathaway Dec 1, 2014 8:31 AM (in response to MichelBParis)Michel: Your reply reads to be a great solution to building a new catalog while keeping the TAGS I have created over many years. Can you explain in greater detail, what will be added to my individual pic files, if I say YES to having Catalog data added to my files. I have never done this in any version of PSE and would like to know more about what will happen before i pull the trigger. Can you expand on this please?
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22. Re: How do you get any support from Adobe?
MichelBParis Dec 1, 2014 8:50 AM (in response to Andy Hathaway)Andy Hathaway a écrit:
Michel: Your reply reads to be a great solution to building a new catalog while keeping the TAGS I have created over many years. Can you explain in greater detail, what will be added to my individual pic files, if I say YES to having Catalog data added to my files. I have never done this in any version of PSE and would like to know more about what will happen before i pull the trigger. Can you expand on this please?
Andy,
You can test this yourself.
Select a batch of pictures having tags, captions, ratings or notes (the pictures in a small album for instance).
When you use the 'write metadata to files', those info in your catalog will be added to the files themselves. For formats like jpeg, tiff or psd, the information will be written in the metadata section of the files themselves. For formats like raw which don't support writing in a metadata section, a small sidecar file with the same name as that of the picture file and a '.xmp' extension will be added next to the original file.
Now, create a new test catalog and import those pictures. The imported files will keep the tags (keywords), captions, ratings and notes. Since you have no categories created in the new catalog, all your keywords will be added in an 'imported keyword' section.
If you use the solution to save the keyword hierarchy to a text file, then create a new empty file, you can use the menu to import the hierarchy before importing the tagged pictures.
What is important to understand is that the 'written metadata' are properties of each picture file. Albums, stacks, version sets, projects, are special grouping tools that are not specific to a single file and can't be written to files. That's why it's better to use the backup/restore process of Elements.
Side note: it would have been better to start a new discussion on this theme. I very much doubt that other users with the same question will find the answer burried in that long discussion..
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23. Re: How do you get any support from Adobe?
JT63 Dec 2, 2014 1:30 AM (in response to MichelBParis)However, by not creating a new thread I have most of the answer to my additional questions. I lost several days work tagging photos that I have been scanning and I was wary about doing any more work in Photoshop since I could not find the option to write tags to files and didn't even know that it was possible to save the hierarchy. Which is great since now I can continue using PSE. Where in the menu is the option to say " YES to having Catalog data added to my files"
Thanks for your help
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24. Re: How do you get any support from Adobe?
MichelBParis Dec 2, 2014 1:37 AM (in response to JT63)JT63 a écrit:
Where in the menu is the option to say " YES to having Catalog data added to my files"
In the File/Write metadata to files menu. Shortcut Ctrl W.
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25. Re: How do you get any support from Adobe?
JT63 Dec 6, 2014 9:20 AM (in response to MichelBParis)Unfortunately my PSE has decided to stop working again after an hour of trying to use it. I'm going to try and get my money back. I have lost so much time over this.... so frustrated





