I got a trouble
again!
I was getting a several trouble since last year, I got
another trouble again.
The problem this time is a problem for Adobe Photoshop
Elements 12.
What’s happened?
We need to edit photos and we downloaded a trail version
from Adobe web site in early January this year.
The trial period is 30 days and the expiring date was coming soon. So that we decided to buy a license. We just found a retail package in Costco
that is lower price than the on-line download version price and we bought it in
Costco.
We tried to put the serial number from the retail package
since the software complained the expiring date is coming soon. Unfortunately it did not work. We gave up and uninstall the software and
installed it again from scratch with the DVD in the retail package. It seemed to be working all right in the
beginning.
However, it was suddenly not working after a few days. We did not know what was going on. We did not change anything for Windows and
did not install any other software to the PC.
We tried to make it
work and tried uninstall and install so many times. The problem was only launch
“PhotoEditor”. “PhotoOrganizer” was
working no problem. Since we did not
touch Windows including update and it seemed to be a problem in Adobe
application.
When I uninstalled the application, it seemed to be
everything was deleted. However it seems
that some information was still on the PC somewhere or it might check some
information in a server in Adobe. Since
if I installed it from a trial image, it said the trail was expired even if I
deleted all files in the Photoshop related folders. I was not sure, but it seemed that it was a
problem with the license management in the application. The license information might not to be
updated. When I installed it from DVD.
The customer
service was really USELESS!!!!
We did not have much choice. As usual, we, I and my wife, tried to call
customer service many times for this issue.
They did not help this at all.
First, the person on the phone could not do anything and
they just transferred phone to the different section or person again and
again. Every time the call was
transferred, we had to wait for a long time to get the next person. Then, what they said was the customer
support for Photoshop Elements 12 was not free.
It is really ridicules.
The end result was nothing we could do. We decided to return the retail package to
Costco. The return was accepted.
Also, there was a big confusion with “trouble-shooting”
function on Windows. When I tried it,
it says Windows found an incompatible application and it suggested to use some
other compatible mode to run the application.
However, it was not true. I did
not believe it was a compatibility problem since it was working when we
installed it for the first time and we did not touch Windows related
configuration. Also, we did not install
any other application after install Photoshop Elements 12. It was likely the license management problem
between the download image and retail package.
Workaround
It was really simple.
When we bought another one from on-line and put a serial number, then it
works. We did not see any problem at
all. Somehow, Adobe makes some
differentiation between the retail DVD package and the download image. Once people install a trial version, the DVD
installer could not override the license information. Once the trail is expired, the software
starts not working. I guess it is really
simple and basic thing they need to support.
I guess it is better to do some research when people by a
retail package after a trial. It might
happen a similar problem with other software.
It will waste your time to figure this out and make it work.
This experience was really bad and spent a lot of time to
make this work. Especially the due date
to complete the photo editing was getting close. We did not have much time to solve this
case.
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