15 Replies Latest reply: Mar 12, 2013 11:08 AM by jeffrey.resnik RSS

    Premier Elements 11 trial doesn't run

    jeffrey.resnik Community Member

      I downloaded and installed the trial version. It seemed to install correctly but when I select the program in the Start menu or click on the desktop icon that was created, nothing happens. So I uninstalled the program.

        • 1. Re: Premier Elements 11 trial doesn't run
          Jeff A Wright Employee Hosts

          Which operating system are you using?  Did you receive any error messages when installing the software?

          • 2. Re: Premier Elements 11 trial doesn't run
            jeffrey.resnik Community Member

            I'm using Windows 7. No error messages. Is this maybe a problem re: 64bit

            OS? Other Adobe programs I've downloaded don't run the 64 bit version even

            though I have a 64 bit OS.

            • 3. Re: Premier Elements 11 trial doesn't run
              Jeff A Wright Employee Hosts

              Jeffrey you are facing difficulties installing other Adobe applications as well?  Which applications have you tried to install?

               

              To determine the exact error for your Photoshop Elements installation please review the installation log files.  You can find details on how to locate and interpret the installation log files at Troubleshoot install using logs | Elements - http://helpx.adobe.com/photoshop-elements/kb/troubleshoot-install-using-logs-elements.html.

              • 4. Re: Premier Elements 11 trial doesn't run
                jeffrey.resnik Community Member

                I installed the trial version of the e Learning Suite. The 64 bit

                applications didn't run but the 32 bits did.

                • 5. Re: Premier Elements 11 trial doesn't run
                  Jeff A Wright Employee Hosts

                  Ok the e-Learning suite has some different dependencies.  I would recommend focusing on Photoshop Elements for the moment.  You may want to post to the product forum for which applications you face difficulties with the 64-bit versions with.

                  • 6. Re: Premier Elements 11 trial doesn't run
                    jeffrey.resnik Community Member

                    Well, I was focusing on Elements. You asked about other Adobe applications.

                    So, can you help with this?

                    • 7. Re: Premier Elements 11 trial doesn't run
                      Jeff A Wright Employee Hosts

                      This was to help get a more clear picture.  You will want to review your log files as was previously indicated in message #3 to discover the cause of your installation failure.  Please feel free to post any questions you have regarding this process.

                      • 8. Re: Premier Elements 11 trial doesn't run
                        jeffrey.resnik Community Member

                        Okay, I ran the Support Adviser and packaged the files:

                        40-80693-201506032013.  It found no errors.

                        • 9. Re: Premier Elements 11 trial doesn't run
                          Jeff A Wright Employee Hosts

                          Jeffrey I believe the relevant portion of your installation log is as follows:

                           

                          2013-03-06 11:21:05 [3768]  ServiceLoader: Found library C:\Users\JEFFRE~1\AppData\Local\Temp\{D4D065E1-3ABF-41D0-B385-FC6F027F4D00}\adobe_caps.dl l

                          2013-03-06 11:21:05 [3768]  PCDService: PCD Service in non-threaded mode

                          2013-03-06 11:21:05 [3768]  OOBELib: Removing data for LicensingCode

                          2013-03-06 11:21:05 [3768]  PCDService: Failed to remove all keys in hive [{D4D065E1-3ABF-41D0-B385-FC6F027F4D00}]: CAPS record not found error

                          2013-03-06 11:21:05 [3768]  OOBELib: Removing data for BridgeTalkCode ElementsOrganizer-EMT11-Win-GM

                           

                           

                          2013-03-06 11:21:05 [3768]  PCDService: Failed to remove all keys in hive [ElementsOrganizer-EMT11-Win-GM]: CAPS record not found error

                          2013-03-06 11:21:05 [3768]  OOBELib: Removing data for BridgeTalkCode1 ElementsOrganizer-EMT11-Win-GM

                           

                           

                          2013-03-06 11:21:05 [3768]  PCDService: Failed to remove all keys in hive [ElementsOrganizer-EMT11-Win-GM]: CAPS record not found error

                          2013-03-06 11:21:05 [3768]  PCDService: No value for key [BridgeTalkCode2] in hive [{D4D065E1-3ABF-41D0-B385-FC6F027F4D00}] in master.

                          2013-03-06 11:21:05 [3768]  PCDService: No value for key [BridgeTalkCode3] in hive [{D4D065E1-3ABF-41D0-B385-FC6F027F4D00}] in master.

                          2013-03-06 11:21:05 [3768]  PCDService: No value for key [AdobeUpdaterCode] in hive [{D4D065E1-3ABF-41D0-B385-FC6F027F4D00}] in master.

                          2013-03-06 11:21:05 [3768]  OOBELib: Removing remaining payload keys for {D4D065E1-3ABF-41D0-B385-FC6F027F4D00}

                           

                           

                          2013-03-06 11:21:05 [3768]  OOBELib: OOBELib Remove Payload END

                          2013-03-06 11:21:05 [3768]  OOBELib: OOBELibImpl::CommitPCD STARTED

                          2013-03-06 11:21:05 [3768]  ServiceLoader: looking for library C:\Users\JEFFRE~1\AppData\Local\Temp\{D4D065E1-3ABF-41D0-B385-FC6F027F4D00}\adobe_upgrade .dll

                          2013-03-06 11:21:05 [3768]  ServiceLoader: looking for library C:\Windows\SysWOW64\adobe_upgrade.dll

                          2013-03-06 11:21:05 [3768]  ServiceLoader: Failed to find adobe_upgrade.dll

                          2013-03-06 11:21:05 [3768]  ServiceLoader: Symbol AULOpenSession can't be found in library adobe_upgrade.dll because the library has not been added to the loader

                          2013-03-06 11:21:05 [3768]  PCDService: PCD Service in non-threaded mode

                          2013-03-06 11:21:05 [3768]  ServiceLoader: Symbol AULCloseSession can't be found in library adobe_upgrade.dll because the library has not been added to the loader

                          2013-03-06 11:21:05 [3768]  OOBELib: OOBELibImpl::CommitPCD ENDED

                          2013-03-06 11:21:05 [3768]  OOBELib: *************OOBELib Session Ends*************

                          • 10. Re: Premier Elements 11 trial doesn't run
                            Jeff A Wright Employee Hosts

                            At this point I would recommend you either contact our support team to work directly with a technician or remove all Adobe Creative software currently installed.  Once the Creative software is removed you will want to follow up with running the CS Cleaner tool.  You can find details on how to download and utilize this tool at CS Cleaner Tool for installation problems | CCM, CS6, CS5.5, CS5, CS4, CS3 - http://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html.

                             

                            From the installation logs it appears the installer is facing difficulties updating the OOBElib.  This is part of the licensing process used for a majority of Adobe applications.  This is why I would recommend first removing any other installed Adobe Creative applications.

                            • 11. Re: Premier Elements 11 trial doesn't run
                              jeffrey.resnik Community Member

                              I uninstalled all other applications, ran the cleaner tool successfully,

                              downloaded the trial version again, installed it, and get the same results

                              - the program won't run.

                              • 12. Re: Premier Elements 11 trial doesn't run
                                Jeff A Wright Employee Hosts

                                Jeffrey at this point I would recommend that you contact our support team to work with them directly.  For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6.  Our chat representatives can provide a personalized experience to resolve the issue you have described.

                                • 13. Re: Premier Elements 11 trial doesn't run
                                  ShefaliG Adobe Employee

                                  Hi,

                                   

                                  Would you please try & launch application from the following location directly instead of lauching the welcome screen from the desktop shortcut:

                                  C:\Program Files (x86)\Adobe\Adobe Premiere Elements 11\Adobe Premiere Elements.exe

                                   

                                  If the above one works, you're sure that the main application is working fine. Then, you may please try and invoke the following:

                                  C:\Program Files (x86)\Adobe\Adobe Premiere Elements 11\Adobe Premiere Elements 11.lnk

                                  If the welcome screen launches, then you can please right-click on the link & create a shortcut on the desktop.

                                   

                                  thanks.

                                  • 14. Re: Premier Elements 11 trial doesn't run
                                    jeffrey.resnik Community Member

                                    No such folder exists. I did find the exe in C:\Program files\Adobe where

                                    there is Adobe Premiere Elements 11.exe and Adobe Premiere Elements.exe.

                                    Neither of those work.

                                    • 15. Re: Premier Elements 11 trial doesn't run
                                      jeffrey.resnik Community Member

                                      Any help for this issue? I would like to try the program.

                                       

                                      Jeff