Photoshop Elements 6: problems activating new install and phone support

  • 1
  • Problem
  • Updated 1 year ago
  • Solved
  • (Edited)
I tried to contact Adobe regarding installing my PE6 on my new hard drive as the software would not allow me to do so without a new verification code. Despite trying for over 3 hours to contact them by phone I was unable to get through. I eventually found an e mail address for somebody who put my problem through to Adobe. After a few days with no call back from Adobe I went out and bought a new version of PE6 as I had some urgent work to complete. I installed it on my Mac OSX 10.6.8 and it is running perfectly.
Tonight I came home to find a message on my answering machine from Adobe saying that PE6 is incompatible with Mac OSX 10.6.8 and issuing a new verification code would not resolve the problem. Obviously a lie as I have bought and installed the identical programme and it is fine.
So much for Adobe customer service and support. Not only do they make it almost impossible to get help for customers who have bought their products but they lie rather than make any effort to help when required. I am going to post this on every public forum I can find so others know just what to expect from Adobe as a company. I bet nobody at Adobe will look for a solution to this now I have reported the problem.
Photo of Kati Teague

Kati Teague

  • 6 Posts
  • 0 Reply Likes
  • disgusted

Posted 6 years ago

  • 1
Photo of Brett N

Brett N, Official Rep

  • 2258 Posts
  • 114 Reply Likes
Hello Kati, I'm sorry to hear about this experience you've had. As you have found, there are no know incompatibilities between Photoshop Elements 6 and Mac OS 10.6.8. I happen to run that exact same configuration myself without issue. I'm not sure exactly why you were told this by our support staff, we are looking into the issue. It is true, however, that PSE6 is no longer a supported product. What this means, in your case, is that we can only provide a "best effort" toward a solution.

I'm glad to hear that you found your own resolution. However, your solution does bring up a question. Photoshop Elements 6 is more than 4 years old now, replaced by several versions, and it should not longer be available for purchase. Do you mind telling us where you were able to find a copy of Photoshop Elements 6 for purchase? Was this the same retailer from whom you purchased your original version? I only ask because I am worried about a repeat in this behavior.
Photo of Landon Hattan

Landon Hattan

  • 1 Post
  • 0 Reply Likes
I have the same issue, and was given a link to ask a question to the forums, and then the customer chat line was promptly logged off of. Very similarly, I have Photoshop Elements 6 and Premiere Elements 4 that I am trying to install on my Lenovo, which is running Windows 7 Enterprise. Any word as to how to navigate the reinstall given the "Invalid Serial Number Message" provided because this product isn't supported anymore? It seems ridiculous that an alternative wasn't provided by adobe, and instead they remove install capabilities altogether, rather than allowing the consumer see if the program is compatible with their existing system.
Photo of Michel BRETECHER

Michel BRETECHER, Champion

  • 1006 Posts
  • 213 Reply Likes
Elements 6 runs well on my Windows 10, but many users have various problems.
and instead they remove install capabilities altogether, rather than allowing the consumer see if the program is compatible with their existing system.
Nothing is changed in the PSE6 software, but it has to run in a changed, new OS platform which did not exist when it was programmed.
Is your serial number a  24 digits one?
Did you log in to your Adobe Account to check if PSE6 is registered? If it is, you should get the correct original serial key.
Do you get any other message?
Photo of Kati Teague

Kati Teague

  • 6 Posts
  • 0 Reply Likes
Hello Brett,
I bought if on Amazon, brand new and boxed, still in the cellophane wrapper. My previous version I bought directly from Adobe.

Had your support staff said it was no longer supported, that at least would have made sense, rather than to say outright that it was incompatible which as we know is just not true. In this instance Adobe provided no effort whatsoever in their service towards a solution, not even a hint of a 'best effort', sadly.
Photo of Brett N

Brett N, Official Rep

  • 2258 Posts
  • 114 Reply Likes
Just so you are aware, I am with Adobe, and am willing to offer more than a "best effort." I will be speaking with our support agents tomorrow about this subject to make sure they understand that this was not an acceptable response.
Photo of Kati Teague

Kati Teague

  • 6 Posts
  • 0 Reply Likes
Thank you Brett, I appreciate it. As I explained above, I resolved my own problem by purchasing a new PSE 6 package but I hope Adobe support offers a better service to the next person needing help than I experienced.
Photo of Kati Teague

Kati Teague

  • 6 Posts
  • 0 Reply Likes
To be fair to Adobe, since my initial complaint they have pulled out all the stops to make up for the problems I encountered. I very much appreciate the effort that was put into resolving the issue and I can sincerely say thank you to all those who took the time to remedy the situation.
My thanks to you all, especially Eric and Brett.