Elements 15: Unable to import with Adobe Photo Downloader

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  • Updated 9 months ago
  • (Edited)
With Photoshop Elements 15, which I just obtained, I have been unable to Import, as my photos are loaded, I get the message, encountered a problem and needs to close.  Any suggestions for how it fix my trouble with the Adobe Photo Downloader.
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James Black

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Posted 2 years ago

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Surendra, Employee

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Hi James,
Some queries:
  • Which OS are you working on?
  • From which device are you importing media?
  • Can you please attach snapshot showing the error which you got?
  • You exact steps?
  • Is the import working fine using 'From Files and Folders' option?

~Surendra
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Lynn Briggs

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I just downloaded elements 15 on my computer and the photodownloader is not working properly. I've never had this problem with any other version of elements. Windows 10. Importing from a SD memory card. I check mark the images I want to download and then the following error comes up 75% of the time.
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Lynn Briggs

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Lynn Briggs

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I did not receive the same error when downloading 'From Files and Folders' option.
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Edmond J. Skip O'Neill

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I get the same thing. Photoshop Elements Organizer 15 is useless. I have Win 10. I tried to import my media files. It craps out at about 27%. The last couple of import tries it stopped on the same MP4 file and then freezes. The Windows popup says either Wait until it corrects or Close application. Total crap application, and as usual, only effective Adobe support for High Roller Pros who use the full Cloud Suite of applaications. Adobe, like Microsoft and others just want you to buy undeveloped "next new thing" software versionsand then abandons you, not putting any $ back into support.
(Edited)
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Surendra, Employee

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Hi Lynn,
If I am getting it correct, you are facing issues while downloading media from APD on win10 system from a 'card reader'. Am I correct here.?
If so, please answer following queries:
  1. What type of media do you have on your card. Is it images only or a mix of images+audio+video? Please specify.
  2. What is the file format of media (eg JPEG for images and .MP4 for videos)?
  3. What is the average size of media (for both images and videos)?
  4. You said you face issues while 75% of times which means it is not consistent. Can you try to isolate it further? Is the error due to different media types or due to some settings in APD?
  5. Try following: In APD select the media which you want to import and keep all other settings as default. That is, Select ‘None’ option under ‘Create sub folders’, Select ‘Do not rename’ option under ‘Rename files’, Uncheck all options listed under ‘Advanced options’, Change the deletion option to ‘After copying, do not delete originals’, Change template to use as ‘None’ under Apply metadata section. Now try to import and see if the error is still shown.
  6. In case error is shown in above step, please repeat above steps with having a single image on your card (take backup of your card to some other location, format it and then copy a single image to it).

Hi Edmond,
Requesting you to please answer above queries.

Please let me know if there are any queries.

~Surendra
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Edmond J. Skip O'Neill

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Yes, exactly. I specify which folders to bulk import (Pictures, Videos, and Downloads folders and their sub folders. It begins importing all files but ALWAYS stops and freezes at 27-35%. I then must close application with nothing imported. This happens repeatedly. I never had this problem with v.14. And,  tried multiple reinstalations with no effect.
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Shraddha

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Hi Edmond,

Sorry for the inconvenience caused.

Could you please try importing images, audio, videos separately and see if the issues occurs.  
  1. Also confirm with which batch issue is occurring, is it with images or videos.  
  2. If the issues occurs while importing with videos, specify the files name with format at which import hangs.
Thanks,
Shraddha
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Edmond J. Skip O'Neill

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ok, I'll try that and post my results here.
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Stephen Speirs

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I'm getting the same issue on MasOC El Capital, brand new install of Elements 15.  I had photouploader issues on Elements 13 previously - started happening when I upgraded my Mac to El Capitan.  Prior to that all was good. Disappointed that I moved to elements 15 to solve uploader issues and it's still broke.  I can't upload a batch, but I have managed (based upon Shraddha's questions above, to upload small groups of images only (and also videos). I chose the uploaded option to verift,  The import works but deleting the photos (or videos) from the iphone fails: I get a message from Elements that it' can't delete images on my iPhone (7), or that the system is busy.  Does this help?Any suggestion?
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Surendra, Employee

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Hi Stephen,
From your description it seems you are facing issues with both Adobe Photo downloader (APD) and Import in bulk. Please clarify your exact issues with each of the import methods.
Also deletion issues with iPhone7 is a known issues with APD in PSE15.

~Surendra
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Frank Nadasdy

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Hey Surendra,

I'm having this same issue since upgrading to PSE 15. v11 worked just fine. I'm on Mac OS Sierra 10.12.3. Importing from Nikon D500 via Nikon supplied usb cable. This happens every import for me. Here's how it went tonight: 515 images on camera to import, APD counts 112 images... Refresh and it sees all 515. Start import; 1st try = 51 images captured before error, 2nd = 140, 3rd = 30, 4th try got the remaining 280 (which only adds up to 501.... Hmmm great, I'm missing images... just now realized THAT issue). Each time I get this same error that reads: 

" Cannot obtain all files from this device. Please ensure that the device is connected properly, or that the battery is charged. The files that have been obtained till now will be sent to Elements Organizer. "

Of course the battery is fully charged since the first time I received this error, even happens when I have the MB-D17 Multi Battery Power Pack loaded with 8 fresh alkaline's selected to be used first by the D500.

PLease help 
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Espen Jorde

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I have a similair problem. I have a brand new elements 15 (photoshop and premiere) installation. 

I try to "download from camera or card reader". I get an interface in Norwegian (while my new install is in english) with this message:



The english translation is approx. "Cannot load the required plug-in modules to fetch media from units". The networks works just fine and the rest of elements is able to connect to the adobe servers just fine. Online content download works just fine. The camera is a Canon 7D mark ii. The error message appeares whenever the import from camera feature is selected and is not deppendent on the camera being connected.

I did not uninstall elements 10 until after the install as I feared that the "upgrade" edition might fail if I didn't have anything to upgrade from.

Elements Organizer 15.0.0.0
Core Version: 15.0 (20160905.m.97630)
Language Version: 15.0 (20160905.m.97630)

System:
Operating System Name: Windows 10
Operating System Version: 10.0
System Architecture: Intel CPU Family:6 Model:12 Stepping:3 with MMX, SSE Integer, SSE FP, SSE2
Built-in Memory: 7,9GB
Free Memory: 3GB
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Bjørn Vidar Remme

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Any updates on this issue? I have the exact same problem (photo downloader shows this message and quits). Could this be related to Norwegian locale (win 10 norwegian)?
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Espen Jorde

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Yes, my second Adobe support request resulted in a workaround.

Search for download elements 14 on adobe's website. You need to install elements 14 on the computer parallel to elements 15. You do not need to activate, just install as trial. Then elements 15 should work.

I was told that the next patch release to elements 15 will also fix this issue when it is released.

Espen
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Øivind Øvrebotten

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I had the same problem with Elements 15 and Elements 2018. Reinstalling Elements 14 did the trick! Now I can import from the card reader and directly from the camera. Hurrah!
Øivind