6 Messages
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120 Points
Wed, Nov 19, 2014 12:00 PM
Elements: Can't activate my software
Guys I have similar problems getting Help with Activation of my PE12. No response from the Chat Support - apparently they can't support PE12 (only 13) any more even though I purchased 12 just 3 months ago, I am still waiting for a response a week later to my forum post. The software is still not working. Is there anyone who can provide assistance please?
Note: This conversation was created from a reply on: Elements 12: Help with Offline Activation.
Note: This conversation was created from a reply on: Elements 12: Help with Offline Activation.
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6 years ago
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JeffreyTranberry
Adobe Administrator
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15.9K Messages
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295.2K Points
6 years ago
Sr. Product Manager, Adobe Digital Imaging
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glenn_cockerton
6 Messages
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120 Points
6 years ago
1
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JeffreyTranberry
Adobe Administrator
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15.9K Messages
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295.2K Points
6 years ago
Under your account, your last support statement says "This did not work. The editor still does not operate."
Sr. Product Manager, Adobe Digital Imaging
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glenn_cockerton
6 Messages
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120 Points
6 years ago
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michele_adams_6914107
5 Messages
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102 Points
6 years ago
I have registered PSE12 to my list of registered products through my Adobe ID and it shows in my list.
To date I have logged 5 different chats. Still no response - as of 5 days ago - it was being escalated. I have about given up trying to get a response. I don't think I'll hold my breath waiting.
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brett_n
2.1K Messages
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32.2K Points
6 years ago
It sounds like both of you are encountering the same issue. I have looked at both of your accounts and see that PSE12 is registered but in neither case has the product been activated. Activation is the process where your computer lets our systems know that you have used your serial number (to prevent others from stealing it). However, neither of you show up as even attempting to activate. What this means is that in both cases, your computers are trying to reach out to ours but are not making contact. This is why you see the spinning wheel Michele, it's trying to make contact but just can't get through.
The most common cause of this type of behavior is a firewall is blocking the attempted contact. You would want to make sure that any firewall used on the system is allowing PSE to have a connection to the internet. It is also possible for anti-virus or other security softwares to prevent such contact. Another possibility is proxy configuration or even a modified hosts file.
The best thing to do would be to disable all security software for the minute it will take to make this connection (make sure you are not actively engaging in other activities which may present a threat while you are temporarily vulnerable). Also, make sure there are no Adobe entries in your Hosts file.
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michele_adams_6914107
5 Messages
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102 Points
6 years ago
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glenn_cockerton
6 Messages
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120 Points
6 years ago
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