32 bit support - Windows 7 with Service Pack 1, ..., or Windows 10 (support for 64-bit systems only, 32-bit systems are no longer supported)

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  • Updated 2 years ago
I purchased Elements 15 with the intention of installing on my Windows 10 64 bit desktop and Windows 7 32 notebook. From the specs posted by adobe I though the 64 bit support limitation was restricted to Widows 10. I find their description misleading and their Chat support disgraceful. I spent 70 minutes in a chat sessions with someone who obviously had poor command of the English language because they repeatedly asked me the same questions and gave me incompatible answers. I asked for the call to be elevated and although I asked that person if they had read all the prior communication, they proceeded to ask all the same questions. Bottom line I want Adobe to give me a serial number for version 14(for free) so I can run the 32 bit version on my notebook.  
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Russell Taitz

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Posted 2 years ago

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Rens Jansen

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Better escalate on Twitter and FB. Here you won't get a response as A doesn't care
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Michel BRETECHER, Champion

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Same complaint in the Elements forum.
https://forums.adobe.com/thread/2254704

Here is my view on the issue (I am just another user like you).
1- When agreeing to buy a license for a software, you are supposed to have read the hardware requirements. You did not.
2- When installing, you have a warning to do so. You ignored it.
3- It's a common advice with any software to first use the free trial version to check for some  particular hardware incompatibility, which also enables you to test if the software fills your needs. No need to ask for a refund otherwise. You ignored it.
4- Even if you ignored those three opportunities, you have the right to ask for a refund for 7 days or more depending on the laws of your country.

what I can't understand is how you may have spent 70 minutes with the chat support.
30 seconds would have been enough.
No, the software can't be used on a 32 bits Windows computer. No, stating this fact is  not a disgrace.
That means 70 minutes of chat support which would have been better spent on legitimate issues.

The corollary question is why did the chat support team apparently ignore that requirement.
For many Elements users, that means that it's possible that the decision has been taken too lightly for this strategical choice and that trying to hide it was perhaps a disgrace.

 The lack of information to the chat support team about this  is hard to believe.
May I suggest to that team that reading the posts of the Elements forum might have informed them of the issue just after  Elements 15 was released?
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Russell Taitz

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Wow, yYou obviously work for Adobe customer support!

There is a very simple solution to make a customer happy, based on your kind of response, the frustration in the forum from others, and the inability to make meaningful contact direclty with Adobe, it would seem Adobe don't really care


Here is the transcript of the chat session.
 

Thanks for contacting us. We’ll find a representative for you to chat with and keep you posted on your wait time.   
This chat will become active once a representative responds.

You are now chatting with Nagar. 
Please don’t close the chat window or browser tab since it will end our chat session.

4:20:28 PM

Nagar:

 

Hello! Welcome to Adobe support.

4:20:34 PM

Nagar:

 

Hello

4:20:56 PM

you:

 

Hi

4:23:09 PM

Nagar:

 

As per your chat submission, I understand that you wants why serial key is invalid ? Is that correct?

4:24:22 PM

you:

 

I purchased elements 15 which appears to only work on a 64 bit OS, my notebook is 32 bit

4:25:27 PM

Nagar:

 

Okay.

4:27:54 PM

Nagar:

 

Please provide registered email id and complete 24 digits serial key.

4:29:38 PM

you:

 

serial key is XXXXXXXXXXX

4:30:25 PM

you:

 

what is the registered email id, i purchased the software from B&H Photo and downloaded it

4:30:56 PM

Nagar:

 

In your above set of serial key last 1 digit is left.

4:31:26 PM

Nagar:

 

Please provide your Adobe email id under which the serial key is registered.

4:32:17 PM

you:

 

sorry xxxxxx and my email is xxxx@xxx.com

4:33:56 PM

Nagar:

 

Okay,

4:33:56 PM

Nagar:

 

Please allow me 1-2 minute(s) to review your account details.

4:36:54 PM

Nagar:

 

As I have checked serial key is registered under your account.

4:39:55 PM

you:

 

Correct and it installed just fine on my 64 bit desktop but I want to run on my 2 bit notebook as well and it looks like I can only run a 32 bit version which means I need version 14 and when I downloaded that and tired this serial number it said it was not a valid serial number

4:40:38 PM

you:

 

sorry 32 bit notebook

4:42:08 PM

Nagar:

 

Serial key is good to go.

4:43:21 PM

you:

 

Please explain what that means, can I try the same serial number again with version 14 it did not work when I 1st tried it earlier today

4:44:02 PM

Nagar:

 

For this I need to check into my resources, please stay connected.

4:46:20 PM

Nagar:

 

It means same serial key of Photoshop Elements 15 will not work for Photoshop Elements 14.

4:47:53 PM

you:

 

Can you provide me with a serial number so I can use elements 14 on my other computer or are you planning on releasing a version of elements 15 that works on 32 bit systems

4:48:42 PM

Nagar:

 

What operating system are you using?

4:50:02 PM

you:

 

Windows 7 Home Premium SP1

4:50:07 PM

Nagar:

 

https://helpx.adobe.com/photoshop-elements/kb/photoshop-elements-downloads.html

4:51:47 PM

Nagar:

 

As per windows operating system 62 bit will work neither 32 bit will work.

4:52:08 PM

you:

 

I have already downloaded but when I try register it says the serial number is invalid

4:52:13 PM

Nagar:

 

I can email you the serial key of Photoshop Elements on your registered email id.

4:53:13 PM

you:

 

Just to confirm, you are going the email me a serial number to unlock Elements 14

4:54:07 PM

Nagar:

 

Serial key of Photoshop Elements 15 is there under your account which will not work for Photoshop Elements 14.

4:58:25 PM

Nagar:

 

Are we still connected?

5:00:23 PM

Nagar:

 

Are we still connected?

5:01:08 PM

Nagar:

 

Download Photoshop Elements 15 and click on file Windows: 64-bit Download (1.8 GB).

5:01:21 PM

you:

 

Nagar, I am confused. I have a valid license for Elements 15 and have it installed on my desktop. I also want to run it on my 32 bit notebook as well, and because Elements 15 does not work on a 32 bit system I need to also be able to run Elements 14 on my notebook. In order to do that I need a serial number for Elements 14

5:02:27 PM

Nagar:

 

But under your account serial key of Photoshop Elements 15 is registtred.

5:03:29 PM

you:

 

Can you elevate this chat to a supervisor?

5:04:53 PM

Nagar:

 

Please allow me a moment.

5:07:26 PM

Nagar:

 

I am transferring your chat to the concerned team, please stay connected.

5:07:39 PM

you:

 

Thank you

Please wait while we connect you to a representative.

You are now chatting with Sanpreet. 
Please don’t close the chat window or browser tab since it will end our chat session.

5:07:52 PM

Sanpreet:

 

Hello! Welcome to Adobe support.

5:08:00 PM

Sanpreet:

 

Hi there.

5:08:04 PM

Sanpreet:

 

I am reviewing your issue. Please stay online and do not close the chat window or browser in order to ensure our chat session is not interrupted.

5:08:12 PM

you:

 

Ok, thanks

5:11:10 PM

Sanpreet:

 

Thank you for staying online.

5:11:34 PM

Sanpreet:

 

As I understand you are facing issues installing Photoshop Elements 15?

5:12:50 PM

Sanpreet:

 

Are we still connected?

5:13:02 PM

you:

 

I purchased Elements 15 and installed it on my 64 bit desktop. I also want to run it on my Notebook which is a 32 bit computer

5:13:39 PM

you:

 

We are still connected and this is getting very frustrating, did you read all the messages with the previous agent

5:14:04 PM

Sanpreet:

 

Thank you for the information.

5:14:12 PM

Sanpreet:

 

I apologize for the inconvenience.

5:14:20 PM

Sanpreet:

 

I will be glad to check and help you in this regard.

5:14:22 PM

Sanpreet:

 

May I know if you are using a Mac or Windows operating system?

5:15:22 PM

you:

 

I purchased Elements 15 and installed it on my 64 bit desktop. I also want to run it on my Notebook which is a 32 bit computer. Elements 15 will not run on a 32 bit system. So I need a serial number that will work with Elements 14 on my 32 bit notebook.

5:15:48 PM

Sanpreet:

 

Can you stay online for 2 - 3 minutes while I check on this information for you?

5:15:51 PM

you:

 

My notebook is running Windows Home Premium SP1 32 Bit

5:16:02 PM

Sanpreet:

 

Thank you.

5:16:10 PM

you:

 

Windows 7 Home Premium SP1 32 Bit

5:16:58 PM

Sanpreet:

 

Thank you.

5:18:07 PM

Sanpreet:

 

Thank you for staying online.

5:19:01 PM

Sanpreet:

 

Could you please provide your email address?

5:19:42 PM

you:

 

xxx@xxx.com

5:20:31 PM

Sanpreet:

 

Thank you.

5:22:35 PM

Sanpreet:

 

As I have checked and I see that you serial number for Photoshop Elements 15 registered under your Adobe id.

5:23:01 PM

Sanpreet:

 

I would like to inform you that Photoshop elements 14 has been stopped.

5:23:17 PM

Sanpreet:

 

Kindly go ahead and use Photoshop Elements 15.

5:23:17 PM

Sanpreet:

 

Is there anything else I can help you with?

5:24:46 PM

you:

 

I need a 32 bit version of the software, why can you not give me a serial number for version 14 even if it's not the current version because it's the only version that will run on 32 bit.

5:25:59 PM

Sanpreet:

 

I would like to inform you Photoshop Elements 14 is no longer available for purchase.

5:27:07 PM

Sanpreet:

 

Do you have any further questions for me?

5:27:39 PM

you:

 

I read your message and I don't