Elements: Can't activate my software

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  • Updated 4 years ago
  • (Edited)
Guys I have similar problems getting Help with Activation of my PE12. No response from the Chat Support - apparently they can't support PE12 (only 13) any more even though I purchased 12 just 3 months ago, I am still waiting for a response a week later to my forum post. The software is still not working. Is there anyone who can provide assistance please?

Note: This conversation was created from a reply on: Elements 12: Help with Offline Activation.
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Glenn Cockerton

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Posted 4 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Do you get a specific error when you enter your serial #? Were you ever able to activate your software?
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Glenn Cockerton

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No and no. In relation to the latter just a never ending cycle of requests to key in my Adobe details.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Glenn, it's still not clear where you are getting hung up. Are you trying to redeem a product code? Enter the serial #? Sign-in?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I've looked up your account. Your serial # is registered under your Adobe ID account: https://www.adobe.com/account/my-prod...

Under your account, your last support statement says "This did not work. The editor still does not operate."
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Glenn Cockerton

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Jeff, thanks for taking an interest in this matter. My original issue was raised with Adobe via a Chat Support session Case Number:0214199168. The recommended course of action did not fix the problem. In a subsequent chat session I was told that further Chat Support was unavailable and to "check on forums.adobe.com and post a thread , adobe experts will look at it and provide you the resolution". This I did on Nov 13 (#6925583) and as of today no one from Adobe has posted a solution. I have since raised the issue here. The problem is that Editor asks for my ADOBE ID (which I enter) but the Editor program still does not load. Any assistance at this point from someone from Adobe would be gratefully received.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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After you enter your Adobe ID, what does the product do? Give an error? Crash? Something else?
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Glenn Cockerton

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Returns me to the PE12 Welcome Screen
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Michele Adams

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Glenn - I feel your pain. I have had PSE9 for many years and recently upgraded to PSE12 by disc purchase. Installed just fine, input the serial No. The program detected the earlier version and successfully converted organiser. My issue is that on going into Editor, it requires that I register the product within 7 days through my Adobe ID. I've had my ID for many years with no problems. On completing my ID details and password - the box goes grey and the little spinning thinking wheel will spin for hours. The only way to close it down is through task manager. I have now been trying for almost 2 weeks. I have been unsuccessful in trying to obtain assistance to rectify this problem.

I have registered PSE12 to my list of registered products through my Adobe ID and it shows in my list.
To date I have logged 5 different chats. Still no response - as of 5 days ago - it was being escalated. I have about given up trying to get a response. I don't think I'll hold my breath waiting.
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Brett N, Official Rep

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Hello Glenn and Michele,

It sounds like both of you are encountering the same issue. I have looked at both of your accounts and see that PSE12 is registered but in neither case has the product been activated. Activation is the process where your computer lets our systems know that you have used your serial number (to prevent others from stealing it). However, neither of you show up as even attempting to activate. What this means is that in both cases, your computers are trying to reach out to ours but are not making contact. This is why you see the spinning wheel Michele, it's trying to make contact but just can't get through.

The most common cause of this type of behavior is a firewall is blocking the attempted contact. You would want to make sure that any firewall used on the system is allowing PSE to have a connection to the internet. It is also possible for anti-virus or other security softwares to prevent such contact. Another possibility is proxy configuration or even a modified hosts file.

The best thing to do would be to disable all security software for the minute it will take to make this connection (make sure you are not actively engaging in other activities which may present a threat while you are temporarily vulnerable). Also, make sure there are no Adobe entries in your Hosts file.
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Michele Adams

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Thanks Brett for the ideas. Have disabled all firewalls and also checked the hots file - which is at the windows default setting. Tried to run - nothing but a grey screen and the spinning wheel. Restarted the computer after the firewall changes in the hope that that might trigger some action. No such luck. Next suggestion please....
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Brett N, Official Rep

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Basically, I was giving an abridged version of http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html. Make sure you followed all the steps and the other suggestions there. 
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Glenn Cockerton

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Have carefully completed each of the steps included in http://helpx.adobe.com/x-productkb/po... and still have not had success. The only remaining step is Offline Activation. Under the "temporary offline" and "permanently offline" options, the above page talks about activation within seven days of the first launch of my Adobe product to complete an activation and registration "otherwise it will stop working". Clearly in my case I am now well outside the seven day period - does this period need to be reset and how do I do it - noting I have re-installed the product once already?
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Brett N, Official Rep

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After installing, activation is required to verify the authenticity of your software license. The application will run for seven days without activation and then will stop working. At that point activation is required before it will start working again. Reinstallation will not have any effect on this.

At this point, something on your computer is refusing to let Photoshop Elements connect to our servers in order active (the grey screen you see is essentially a web page and it is unable to download the content). The most common cause of this is a firewall. This is precisely the job of firewalls, but generally they would be setup to allow our application this access. However, it is pretty easy to make a firewall block such communications. If you have already granted exceptions for Photoshop Elements and related applications and URLs access, then most likely you have an additional layer of security causing a blockage, such as a proxy. The document above is about some of the less common items that may block these types of connections which aren't technically security related.
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Sara Bancroft

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I am having the exact same problem with the gray screen and spinning wheel. I am also outside the 7 day window now. Please let me know if these methods fix your versions. If not, is there a way to "reset" and try to start over somehow??
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Michele Adams

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Am now well and truly outside the 7 day window. Have been in contact with Help Chat numerous times. No-one seems to able to provide a solution. I agree that there must be a conflict somewhere but I have been unable to locate it. Chat tells me my issue has been escalated to Tier 2 but that was over two weeks ago and subsequent follow ups by me have only left me extremely frustrated with no solution in sight. Have now given up and plan to sell the software on ebay. Personally, I would have thought Abode could check it out via Team Viewer and save a lot of time and angst. Am over it - Hope that both of you Glenn and Sara have more success than I. Good luck.
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Brett N, Official Rep

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As mentioned, this is basically a web page, so it is susceptible to any type of internet security. Beyond the more obvious things like firewall, anti-virus, and Hosts file, things like pop-up blockers and the settings of your default web browser can interfere. There are really a ton of possibilities, too many to list. Was simply disabling all applications tried? The instructions for doing this are here: http://helpx.adobe.com/x-productkb/global/disable-startup-items-services-windows.html