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Photoshop Elements 15 for Mac keeps crashing

New Here ,
Nov 26, 2016 Nov 26, 2016

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I downloaded Photoshop Elements 15 for Mac 6 weeks ago. It seemed to install ok, but it only stays up for about a minute before it crashes.  I did the update when it came out a couple of weeks ago, but it hasn't helped one bit.  Has anyone else had this problem?  Does anyone know who I can contact and get a refund?

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Community Expert ,
Nov 26, 2016 Nov 26, 2016

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Which version of OS X are you running?

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New Here ,
Dec 09, 2016 Dec 09, 2016

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El Captian 10.11.6

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Adobe Employee ,
Dec 09, 2016 Dec 09, 2016

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Thanks for the report, Sandy. This is helpful. I'll get back to you on this on Monday.

Thanks

Andaleeb

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LEGEND ,
Dec 09, 2016 Dec 09, 2016

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Try trashing the saved prefs, to re-build them.

Press the three keys Ctrl+Alt+Shift whilst clicking the Photo Editor button to launch the application. Keep the three keys depressed for two or three seconds. When you see a pop-up or pop-under dialog click “Yes” to delete the settings.

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Explorer ,
Dec 09, 2016 Dec 09, 2016

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Rebuilding preferences did not work on my end.  But I've read it has for some people.

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LEGEND ,
Dec 09, 2016 Dec 09, 2016

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Yes your problem seems to be with the Organizer, not the Editor.

Are you using the Mac App Store version or the regular retail version?

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Explorer ,
Dec 09, 2016 Dec 09, 2016

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My Organizer works.  Editor crashes.  It only stays open if I have a dialog box open, then crashes when the box is closed.  We'll see if Adobe gets back to me by Monday.  Thanks for your time 99jon!

86notensai

This is crazy frustrating.  I've had issues with Adobe products before.  It was preference issues.  No such, easy, luck this time.  And I, too, was told Sierra would fix the issue.

This may be useful to you:  Troubleshoot Photoshop Elements 15 crashes | Mac OS X

(It opened once for me then said it was corrupted.)

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New Here ,
Dec 09, 2016 Dec 09, 2016

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My Organizer stays up and works fine. Just the Editor that crashes.

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Community Beginner ,
Dec 09, 2016 Dec 09, 2016

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Hey I'm having the same problem as of this morning.

I reinstalled PS Elements 15 but the result was the same. 

Then upgraded to Sierra hoping to fix the problem, but the result is the same.

Frustrating as I just ditched Elements 11 two weeks ago with problems.

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LEGEND ,
Dec 09, 2016 Dec 09, 2016

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Try trashing the prefs which is usually necessary after updating to Sierra.

Quit Elements

Launch Finder and go to your Username >>Library >> Preferences

Send the following files/folders to the trash:

com.adobe.PhotoshopElements.plist

Adobe Photoshop Elements 15 Paths

Adobe Photoshop Elements 15 Settings.

The library is hidden in recent versions of OSX. To get to your user library quickly, from the top menu in Finder, click “Go” whilst holding down the Option (Alt) key and your user Library will appear for you to choose.

After deleting the above, try launching Elements again. Let us know if that works.

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Community Beginner ,
Dec 09, 2016 Dec 09, 2016

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Thanks Jon,

I couldn't find the files you named.

Screen-Shot-2016-12-09-at-12.13.58-PM.png

I tried a re-install again though after updating to Sierra.  Still not resolved.  The crash fix utility zip had no effect.

Somehow PSE11 is working again, but I just dropped money on 15.   

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LEGEND ,
Dec 09, 2016 Dec 09, 2016

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You need to be in the user library; not the system library. See image:

Screen-Shot-2016-12-09-at-19.25.37.jpg

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Community Beginner ,
Dec 09, 2016 Dec 09, 2016

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Thanks for your quick response Jon,

If you look at the bottom of my attached screenshot, you can see I am indeed in the User Library.

Users > Q >  Library > Preferences

Is it possible some viewing options are preventing me from seeing the files you mentioned?

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Adobe Employee ,
Dec 12, 2016 Dec 12, 2016

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Hi Sandy/Tina,

Thanks for the crash report. It seems like the same crash on both the machines. We'll get back to you with an update in 2-3 days.

Thanks

Andaleeb

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New Here ,
Dec 12, 2016 Dec 12, 2016

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I mistakenly put my report on Tina's reference.  That report is just for my IMAC.  Thanks, Sandy  Sandyh29@gmail.com

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Community Beginner ,
Dec 16, 2016 Dec 16, 2016

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Any answer to this problem yet?

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Adobe Employee ,
Dec 16, 2016 Dec 16, 2016

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Hi Steve,

Please try this-

Launch Elements 15 Organizer. Click Help > updates and apply the latest update. It fixes the launch time crash, reported by some users (it wasn't happening on all machines). Probably, that's the case with your machine.

Do get back to us, if this doesn't fix the issue.

Thanks

Andaleeb

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Community Beginner ,
Dec 17, 2016 Dec 17, 2016

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I appreciate the quick response Andaleeb. I don't see the update choice to which you refer. ??Screengrab.jpg

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Adobe Employee ,
Dec 18, 2016 Dec 18, 2016

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Hi Steve,

Updates option appears right below System Info. Isn't it there?

Click Elements Organizer menu (the first option) and see if you find any related options there.

Thanks

Andaleeb

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Community Beginner ,
Dec 18, 2016 Dec 18, 2016

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Nope. I'm wondering if this has something to do with the method I used to obtain the product. I downloaded directly from Apple App Store. ??Grab.2.jpg

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Adobe Employee ,
Dec 18, 2016 Dec 18, 2016

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Hi Steve,

Can you please try resetting preferences once?

Here's how-

Try launching Editor keeping Cmd+Alt+Shift keys pressed. When prompted, click Yes to delete preference settings file.

Thanks

Andaleeb

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Community Beginner ,
Dec 19, 2016 Dec 19, 2016

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Ok, that did the trick. Seems to be working fine now. Thanks Andaleeb!

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Guest
Jan 11, 2017 Jan 11, 2017

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I've had the same problem, but this worked for me also - thanks!

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New Here ,
Jun 18, 2017 Jun 18, 2017

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I haven't even gotten to editor yet....my mac keeps freezing on the organizer and it's driving me nuts. To the point that I would go back to my PSE 13 if it didn't even perform worse. Not sure if the workarounds you have listed for editor will help with organizer....can you help?

Thanks,

Kim

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