4 Replies Latest reply on Apr 16, 2015 6:57 PM by A.T. Romano

    Customer Service

    Micklamm Level 1

      Hi

       

      So far I have spent about 6 hours in chat, had 3 people operate my computer remotely and been told 3 times someone would call me back. No-one has called me back. My serial no. is valid but won't let me access Premiere Elements 12 and no one seems to know what to do about it.

       

      Very frustrating.

       

      Michael

        • 1. Re: Customer Service
          A.T. Romano Level 7

          Michael

           

          This is not Adobe. Rather user to user.

           

          In 2014 I went through some episodes with Photoshop Elements 12 and Premiere Elements 12 installs. All is now working well. Out of those episodes came the following solutions. Please review and consider and then let us know if any of them worked for you.

          ATR Premiere Elements Troubleshooting: PE12: Premiere Elements 12 Editor Will Not Open

          ATR Premiere Elements Troubleshooting: PE12: Sign In Failure (Connect to Internet or Fix Computer Clock)

           

          Also, have you gone through the typical drills...

          a. Does the problem exist with and without the antivirus and firewall(s) disabled?

          b. Are you running the programs as administrator?

          c. Are you working with a pen and tablet device instead of mouse?

          d. Is your video card/graphics card driver version up to date according to the web site of the manufacturer of the card?

          e. If you cannot access the Premiere Elements Editor, can you access the Elements Organizer?

           

          Were you actually troubleshooting with Adobe Chat? I ask this since Adobe's support for the Elements products is quite limited for even the current version which is 13. So, I found it surprising to learn that they spent 6 hours with you on version 12 issue. How was it left with Adobe Chat....they will call you or you will call them with results from troubleshooting it gave you to do?

           

          Let us start here and then decide what next.

           

          Thank you.

           

          ATR

          • 2. Re: Customer Service
            Micklamm Level 1

            Hi

             

            Thanks for the reply. I will try what you suggested. They didn't give me anything to try. They just said a tech specialist would call me but they haven't.

             

            Regards

             

            Michael

            • 3. Re: Customer Service
              Micklamm Level 1

              Hi

               

              Sorry. I should have mentioned that I am using an iMac.

               

              Michael

              • 4. Re: Customer Service
                A.T. Romano Level 7

                Michael

                 

                Thanks for the follow ups.

                 

                I am strictly an Elements Windows users so I am going to need your help translating my Windows idea into Mac locations. Premiere Elements Windows and Mac are much alike but they do have their differences. I try to find a common ground between the two in the troubleshooting.

                 

                Please look into the suggestions as close as you can get to a Mac interpretation. Keep after Adobe on the troubleshooting if it has agreed to help you.

                 

                We will be looking forward to learning of your progress as your schedule permits.

                 

                ATR