Elements 14: Can't deactivate so I can re-activate on my new Dell Computer

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  • Updated 11 months ago
  • (Edited)
Adobe Tech Support refuses to help me.  I have 3 Adobe software and only one is working.  The Adobe "deactivate" does not work, so I cannot re-activate.  I got a new Dell computer and I need the use of both Photoshop Elements 14 and Premiere Elements 14.  I am dead in the water unless someone can help me.  Been at this for 5 days and still can't get it to work.  I have the instruction, but I can't deactivate.
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Donald Norman Hester

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Posted 2 years ago

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Kathleen Madeline

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Maybe this will help: on the old computer go to the Control Panel>Programs>Programs and Features where you can uninstall a program.
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Donald Norman Hester

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The old computer is already in the landfill.
(Edited)
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Are you still having issues? Looks like you were able to resolve this with support.
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Donald Norman Hester

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Yes, I am still having problems.  The software is installed but it will not function.  It is waiting for me to deactivate then re-activate.  I get a popup with an error on it, says I need to deactivate my old computer, then re-activate my new computer.  Tech Support is a joke.  They could clear this up in five minutes but I cannot contact them.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I've asked someone to follow up with you.
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Brett N, Official Rep

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Hello Donald,

  What products are you trying to activate? I see on your account Photoshop and Premiere Elements 14, but you mention that you are using 3 Adobe products and that one of them is working. I currently see that Photoshop Elements was successfully activated on a new computer yesterday, so I assume that is the one that is working. I see that Premiere Elements hasn't been activated in some time, but I don't see any recent attempts to activate it again. Currently, the product is open to activation from our end, but since I don't see any attempts (whether for success or failure) it tells me that the product is not able to reach our servers for authentication. This can be caused by security settings on your computer blocking network traffic from our applications. This is exactly what firewalls are built to do, so that would be the first culprit to look into. You can try disabling it temporarily so the activation goes through, or ensure that you have open ports for the application by making exceptions for it. Anti-virus can all disable a process that is attempting to reach the internet. Turning this off temporarily and setting up exceptions is a good idea here too. Also, other type of indirect security, such as a modified hosts file could be redirecting traffic to the incorrect location. Running through the steps here can help verify whether or not you have an open pathway for our applications to reach the internet and successfully connect to our activation server: https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html
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Donald Norman Hester

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I have Photoshop and Premiere Elements 14, and Adobe Acrobat 11.  Acrobat is working fine.  Although it may say that it is activated, PhotoShop Elements 14 is not working properly.  For example, when I try to “Resize” an image, the “Scale Styles” and “Constrain Proportions” do not work; it DOES NOT WORK on any photograph. And I cannot “Resize” any photograph.  This is how I routinely use PhotoShop Elements 14, to resize and edit characteristics of a photograph.  Can’t do it anymore.  Used to be able, but not now.  What does it matter whether or not the software is activated, if after being activated, it will not work properly?

 

Maybe I should, deactivate, uninstall PhotoShop Elements 14 and Premiere Elements 14 and reinstall, then try re-activating.  I am getting sick and tired of this process. Maybe I will just dump the Adobe products (except Acrobat) and get other software from another company. It is clear to me that Adobe does not care whether it retains customers or not.  The automation developed by Adobe for a person like me to be able to transfer software from one computer to another computer is so convoluted that it takes a guru to get it to work. I am not a high tech person. Here is what is so stupid, five minutes of a high tech person could resolve everything, but Adobe’s tech support is so rigid, so inflexible, that I cannot find an Adobe tech who can and will help me.  It is one thing to create great software but it is another thing to have a reliable and responsive technical support team.  Adobe creates great software, but their tech support for me has been non-existent.  Since Adobe is unwilling to offer tech support to help me transport my software to my new Dell computer, do you think they would be willing to give me a refund?

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Brett N, Official Rep

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Up to this point you have only told us that you had an activation problem. That doesn't seem to be the case. It sounds like you have successfully transferred from one computer to another. Instead, you are having an issue with getting Resize to work. If activation was the problem, you would not be able to launch the product, you wouldn't be able to get to the resize setting. 

If you cannot get resize to work, are you seeing an error message? If so, what is it? If you don't see an error message, but that the image is simply not changing size, do you have the Resample option turned off (unchecked)? A screen shot would help.
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James Lim

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Brett, can I deactivate my PSE 10 offline in my old pc XP Windows version which is obsolete? I didn't know I needed to deactivate it first. Please reply.