Photoshop Elements: Album not backing up correctly; can't see backup status in preferences; can't sign out.

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  • Updated 7 years ago
  • (Edited)
I am using PSE 9, currently on the Mac (moved from PSE 9 on PC about two months ago). I have noticed that the last album I added to PSE still has the double-arrow head backup indication next to it, and these pictures indeed are not in my online account. This commonly happened on my PC, in that I would click on the account like in PSE, enter my password, and not matter what it would say it was incorrect. I would then hit 'Sign out', re-enter my credentials with the same password I'd been using, and the system would then start backing up correctly again.

Unfortunately on the Mac, when I hit the 'Sign out' link in the dialog asking for my password (after clicking on my 'Welcome, ...' link in PSE), it does not sign me out - it pauses for 20-30 seconds with spinning color wheel, then simply shows that I'm still connected. If I try to go to Preferences -> Backup, I receive a message that there was a problem and I should re-open preferences later. If I force the backup background process to stop by rt-clicking on the icon in the Mac menu bar, it indeed closes correctly; however, when I re-enable it is PSE under preferences, as soon as I hit the checkbox it tries to connect to my online account, then gives me the same error indicating that I should "... close Preferences and try again."

Can anyone give me some advice as to why a) the backup in PSE 9 seems to eventually fail and need to be disconnected / reconnected or b) why the 'Sign out' link does not work, or why my password is not accepted inside PSE only?
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NoWayMan

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Posted 7 years ago

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Ankur Agrawal, Employee

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Please do following steps:

1) Launch Welcome Screen
2) Allow the sign in to fail. If it does not fail, pull out your network until sign in fails.
3) Restore your network and sign In again at Welcome Screen. In case, the password is still not accepted, use 'Forget Password' link to reset it and sign in.
4) Try Sync preferences and welcome link in Organizer after that.

- Ankur
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NoWayMan

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Hello, and thanks for the reply. The Welcome Screen just continually showed the online progress bar at the bottom until I pulled the network connection as you suggested; it then showed the login fields. I was then able to enter my password and successfully see my account details in the Welcome Screen. However, when I hit the link for the 'Manage my backups' at the bottom center, when PSE Organizer launched and showed the backup settings, the checkbox was still off. When I clicked on it, after a few moments the same error message was displayed. I also tried to click on the user link in the organizer, but still could not enter the password successfully, and when I tried the Sign Out link it still did not work.

I've also tried a complete uninstall and reinstall, and tried to find any preferences files still on the Mac in between and manually trashed them. I also did an Optimize and Repair on my catalog, both of which completed successfully, but the behavior is still not correct.
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Ankur Agrawal, Employee

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I've sent you certain steps on your email. Please try them and let me know the result.

- Ankur
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NoWayMan

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Thanks a ton, deleting the com.Adobe.Pulse.plist file did the trick! When I re-launched PSE Organizer, it showed that I was signed out; I was then able to log in successfully with my credentials, at which time it prompted me to turn on the backup. I also did this, and it immediately kicked off the synchronization.
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Ankur Agrawal, Employee

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That's great..Have fun..