1 Reply Latest reply on Nov 11, 2014 4:28 PM by A.T. Romano

    Premier Elements 13 Organizer Works. Editor doesn't. Log in doesn't work

    Oldcameraman

      I downloaded and installed Premier Elements 13 last night. In using it today, Organizer works, but when I select Editor, I am required to log in to my account to activate it. When I do so, then I eventually reach the agreement to terms page, accept it but Editor still doesn't work. Contacted Chat and had an extremely humourous but extremely frustrating chat before the chat stopped working (??????)  Here is a copy and paste of the chat up until Chat stopped working: 

       

      Here is my chat at the last point I saved a copy......

       

      Thank you for contacting Adobe.

      A representative will be with you shortly.

      Thank you for your patience.

       

       

      While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week.

       

       

       

       

      Thank you for your patience.

       

       

      While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week.

       

       

       

       

      You are now chatting with Amit Kumar.

      Amit Kumar: Hello! Welcome to Adobe Customer Service.

      Gordon Stogre: I tried the forums but no one had replied for the last 2 hours. Experts must be on vacation.

      Gordon Stogre: Hello Amit. Are you there?

      Amit Kumar: http://www.adobe.com/cfusion/tdrc/index.cfm?product=premiere_elements&loc=us

      Gordon Stogre: Do you want me to click on that link?

      Amit Kumar: Yes

      Gordon Stogre: Why?

      Amit Kumar: Download it again from this link.

      Gordon Stogre: I've already downloaded and set up Premier Elements 13.

      Gordon Stogre: That was last night

      Gordon Stogre: Why?

      Amit Kumar: Download and install itagain from this link.

      Gordon Stogre: It took about 2 hours to set it up on a fast internet connection

      Gordon Stogre: Why should I have to do it again. It is already set up and installed.

      Gordon Stogre: The problem is with the Editor. The Organizer works correctly.

      Amit Kumar: There is some issue with the software.

      Gordon Stogre: What is the issue. Please explain

      Amit Kumar: Some files did not download that's why it is not working.

      Gordon Stogre: Are you saying that the Adobe file download is faulty?

      Amit Kumar: Yes

      Gordon Stogre: Everything downloaded correctly and it installed correctly

      Amit Kumar: Ok

      Amit Kumar: One moment while I transfer you to the specialist that can assist you.

      Gordon Stogre: I want a refund on what I paid for Premier 13. This is ludicrous that I should have to spend this much of my time downloading and installing.. I want it free now.

      Gordon Stogre: This is absolutely ridiculous that Adobe uploaded a faulty software. My time is extremely valuable.

      Amit Kumar: I have arranged refund for this product.

      Gordon Stogre: I have spent a total of 6.5 hours downloading, setting up and installing and then trying to get it working.

      Gordon Stogre: But I still want to use this product with the properly working software. Is my licence still valid if I download and reinstall it?

      Amit Kumar: I have arranged refund for this product now.

      Gordon Stogre: WILL I STILL BE ABLE TO USE IT ????

      Gordon Stogre: Will my licence that I purchased for Premier Elements 13 still be valid???

      Gordon Stogre: I want to use it but am very frustrated and annoyed by the problem.

      Amit Kumar: You will not be able to use it.

      Gordon Stogre: I NEED TO USE IT !!!

      Gordon Stogre: Do you understand?

      Gordon Stogre: I want a refund and an operating version of Premier 13.

      Amit Kumar: But I have arranged refund for this product now.

      Gordon Stogre: Please escalate this to your supervisor if you are not able to do this.

      Gordon Stogre: Or I will publish this all over internet

      Amit Kumar: Would you mind waiting for 2 - 3 minutes while I research on this issue?

      Gordon Stogre: I will wait

      Gordon Stogre: 6:13 local time now. About 9 minutes since you asked me to wait...............

      This continued on until 6:39 when the supervisor told me he was transferring it to "the group that could help me with this issue"  Then the chat shut down.

        • 1. Re: Premier Elements 13 Organizer Works. Editor doesn't. Log in doesn't work
          A.T. Romano Level 7

          Oldcameraman

           

          At the forum level, there is no instantaneous reply. And, there is no "how long before I get someone to post in my thread" expectation.

           

          This is not Adobe. Rather user to user. Although I personally try to see that every thread has a viable reply before the end of the day, there are no guarantee how long it will take for a thread to be answered with some information that may actually help you resolve your particular issue. I am not affiliated with Adobe in anyway. Just a user with an overactive troubleshooting gene.

           

          From what you wrote, you no longer have a purchased product. You demanded your money back from Adobe via its Adobe Chat, and you got what you demanded, that is, your money back request put into action. So, I am not sure what you are left to work with.

           

          If you purchased from an online download from Adobe and the install apparently did not take, then it is not unreasonable to be asked to uninstall/reinstall the program with antivirus and firewall(s) disabled. That may or may not help. There are certain troubleshooting drills that need to be followed as one systematically goes through the progress of ruling factors in or out of the problem equation.

           

          Part of the drill might have included:

          a. What computer operating system is your Premiere Elements 13 running on?

          b. Does the problem exist with and without the antivirus installed?

          c. Are you running the program from a User Account with Administrative Privileges and with Run As Administrator applied to the desktop icon?

          d. Is your video card/graphics card up to date according to the web site of the manufacturer of the card? How many video cards/graphics cards does your computer use, 1 or 2?

          e. Is your computer connected to the Internet?

          f. Is the latest version of QuickTime installed on your computer along with Premiere Elements 13?

          g. Other

           

          But, none of the above is going to be of use if you do not have a purchased copy of Premiere Elements 13 to work with. You need to sort out your Adobe situation with Adobe.

           

          We will be watching for your progress. We want you to succeed.

           

          ATR