carl_schultz_bvkhaeg78oq0c's profile

3 Messages

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90 Points

Thu, Oct 24, 2019 2:18 AM

Elements 2020 does not install properly on iMac OSX High Sierra. tries to reinstall when trying to start

Photoshop Elements 2020 appears o install correctly, but when trying to start the program it tries a quick install to 20%, then opens up correctly. Have talked with Tech Support, downloaded it from different sources, and still does this. (also on 2 different iMacs)

Responses

Employee

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13 Messages

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200 Points

2 y ago

Hello,

Were you able to launch the Home Screen after installation? Also, it would be helpful if you could post a screenshot of the issue you're experiencing.

Thanks,
Medha

3 Messages

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90 Points

2 y ago

The "home screen" does show up, then you can select anything and go on to use the program. Can save things, etc. like normal. The problem is that every time you click on the program icon to launch it, you get this "installing" screen and it goes to 20%, then you get the "home screen". I've downloaded it from the Adobe Tech Support's link, the on-line link and tried on 2 different iMacs (both running High Sierra and plenty of ram.  Appears to be like it didn't install 100% or is missing a part of the program.  Not at the unit now, will send a screen grab later.  Thanks, Ccarl

1 Message

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60 Points

2 y ago

Dear User,

On launch of a program, we do not expect anything to get reinstalled.
It would be difficult for us to help without actually seeing the issue.

If you could post a screenshot of the installer that you see on launch of application- that would really be helpful.

Thanks
Vipin

Employee

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4 Messages

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90 Points

2 y ago

Dear User,

On launch of a program, we do not expect anything to get reinstalled.
It would be difficult for us to help without actually seeing the issue.

If you could post a screenshot of the installer that you see on launch of application- that would really be helpful.

Thanks
Vipin

Employee

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4 Messages

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90 Points

2 y ago

This looks like an unexpected behavior.

Could you please collect logs using Log collector tool from here: https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

Please do share the File name for the ZIP folder that you upload on the Adobe server, so I can find them and we can try to investigate the issue.

Thanks
Vipin