Thread moved from Adobe Captivate forums to Premiere Elements forums
Thanks! Didn't realize I was in a Captivate forum...
This is not Adobe. Rather user to user. From your description of the issue, it would appear that Adobe is the only one who can resolve your issue.
Please confirm what version of Premiere Elements is involved and on what computer operating system is involved.
If you purchased Premiere Elements 13 from Adobe within 30 days of purchase, Adobe should be able to resolve this problem
a. Chat Orders - for return/refund
Membership, Account, Payment
Payments, Invoices, Orders
If the above link does not hold its set, the you will need to navigate to the Chat Panel using the above titles as guides.
b. Chat - ID, Sign In, Account Help
Adobe ID, Signing In
Adobe ID, Sign In, Account Help
If the above link does not hold its set, then you will need to navigate to the Chat Panel using the above titles as guides.
Just so that I am better understanding your post in the Adobe Premiere Elements Forum today, how was your issue left with
the Adobe Chat people that you reached and spend so much time with on this matter?
I did not see your post until after I had posted mine.
In view of your link with its recommendation for alternative installation files, I would ask you to consider PICNetBC's details for
Tried installing a trial version and then entering serial no. into purchase option - didn't work.
Version: Premiere Elements 13 on a Windows 8.1 OS
The Adobe chat line tried the following:
1. verified that the serial number is 'correct' - whatever that means
2. Installing trial version etc (Inspite of my confirming that this had already been tried)
3. Installing Adobe Applications Manager 8.0, restarting. I had to leave at this point, but later, following instructions to enterg serial no. into Premiere Elements setup dialogue gave the same verification error
My problem is that chat line is the only way to contact Adobe, and their solutionsso far haven't worked and come at a cost of hours of my time
When on chat, ask to be elevated to the next level or connected to a a supervisor.
Thanks for the reply and for the additional information.
Lets us give this a try....
1. Check Control Panel/Programs to assure that there is no trace of Premiere Elements 13 in the installed programs.
If found, then do the usual uninstall of the program.
2. Do a free ccleaner run through (regular and registry parts)
3. Disable the antivirus and firewall(s) and any spyware or other security programs.
4. Download and install the free tryout Premiere Elements 13 from the following web site.
But, we sure to carry out the web site's "Note: Very Important Instructions"
in order to avoid an Access Denied message.
When you enter the serial number (please never post it here), are you putting in the dash between the sets of numbers
If all else fails, try uninstalling the antivirus instead of just disabling the Real Time Protection.
Please review and consider if you feel comfortable going through the above.
I did the following:
1. your steps 1-2.
2. re-download PE13 from creative cloud
3. when running setup, this time there was a default serial no. (ending literally, "XXXX"). This didn't happen previously, and was not the no. provided by email.
I can now run PE13. No mention of 'trial version' in the program details, so I assume (hope) that for whatever reason this worked.
Thanks for the help!
Thanks for the great news.
But, I am puzzled. Premiere Elements 13 is not a Creative Cloud applications. So, I am not sure of its relationship to "re-downloaded PE13 from creative cloud".
I can understand "3" result since the Adobe Application Manager or Akamai (whichever Adobe is using) has problems with firewall(s). So, we could say that disabling the antivirus and firewall(s) was the key to getting the Adobe Application Manager or Akamai to do its job.
The serial number part of the matter is still of concern. When you get a chance, compare
a. serial number from original email
b. serial number that popped up during the successful installation
c. the serial number that you find for your product under My Products at the Adobe web site.
You want to make sure that you have a working serial number to use in case of a product uninstall/reinstall
necessitated by future troubleshooting.
But, at this time, you are confirming that you have Premiere Elements 13 installed and running...great new, great job.