5 Replies Latest reply on Jun 16, 2015 4:38 PM by A.T. Romano

    I can not activate my download


      I can not activate my download???

        • 1. Re: I can not activate my download
          A.T. Romano Level 7



          Please give details.


          What version of Premiere Elements, and what computer operating system involved?


          Are you working with a Premiere Elements 13 tryout from Adobe? How is the download and installation failing

          a. Adobe ID and password not accepted

          b. Serial number rejected - invalid serial number

          c. You get beyond Sign In dialog, get to the Welcome Screen, but cannot open the Editor or Organizer from there?

          d. Other.


          Please explain.


          Have you disabled the antivirus and firewall(s) while you were doing the downloading and installing?

          Are you running the programs as administrator?


          Let us start here and then decide what next based on the details in your reply.


          Any questions or need clarification on the above, please ask.


          Thank you.



          • 2. Re: I can not activate my download
            hildag81772139 Level 1

            I can not download this product.  I am very frustrated by the whole

            ordeal.  I paid $ 75.  for this product.  I ordered Adobe premiere

            elements 3 my system is windows 8.1 64- bit operating system..Yes I

            turned off firewall and antivirus when I downloaded. I am running the

            program as an administrator.  Not sure what to do next???  I have

            premiere elements 12.  I was trying to burn a slide show and need to

            upgrade.  This is why I purchased the upgrade...




            • 3. Re: I can not activate my download
              A.T. Romano Level 7



              Thanks for the follow up.


              This is not Adobe. User to user. But, we can troubleshoot why you cannot download Premiere Elements 13 to your Windows 8.1 64 bit computer.


              1. What installation files have you selected to download...typically there are two, one with a .exe file extension, the other with a .7z file extension. The files can be for 32 bit or 64 bit. So, please verify that what you select for download is for 64 bit and not 32 bit.


              2. If you have not already, please try the following links for the source of the download


              Adobe Other Downloads

              Other downloads





              for this one you need to carry out carefully the web page's "Note: Very Important Instructions" in avoid any Access Denied Message...the basic instructions take you to Adobe for authentication, but you click on File 1 and then File 2 for your program at this web site page.


              3. Also, consider switching to a different computer default browser for the download (from wherever). If you are using Internet Explorer, switch to Firefox for the download.


              Please review, consider, and ask questions or ask for clarification if needed.




              Add On...if it comes to it, you can contact Adobe for a return/refund if you purchased from it and are within 30 days of purchase.

              Return, cancel, or exchange an Adobe order

              • 4. Re: I can not activate my download
                hildag81772139 Level 1

                I got the Geek Squad to help me.  Finally go my download.




                • 5. Re: I can not activate my download
                  A.T. Romano Level 7



                  Great news. Thanks for letting us know the outcome.


                  Do you know which of the download sites, Geek Squad used to gain success with the download and install of the program? Did it indicate what was creating the download problems.


                  Important matter is that you are moving forward with Premiere Elements and your projects.


                  Best wishes