Elements 10 Organiser Preferences Hangs on "Loading..." message

  • 2
  • Problem
  • Updated 6 years ago
It's using some CPU (no more than 10%) and 118MB of RAM

Clicking nowhere in the window has any effect other than the default windows ping.

I can't even close the window with a right click on the taskbar, I have to open task manager and end task.
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
  • frustrated

Posted 6 years ago

  • 2
Photo of Brett N

Brett N, Official Rep

  • 2257 Posts
  • 108 Reply Likes
There are a number of system settings and resources that are checked when loading the Preferences. One of these is causing some sort of conflict. Here are some things to check:

1. Could be with the file that stores the Preference settings. Try resetting these by navigating to:
--Win Vista/7: C:\Users\[your user name]\AppData\Roaming\Adobe\Elements Organizer\10.0
--Windows XP: C:\Documents and Settings\[your user name]\Application Data\Adobe\Elements Organizer\10.0

Delete the Organizer folder.

2. Could be an issue with Online Services. Try resetting these by navigating to:
--Win Vista/7: C:\Users\[your user name]\AppData\Roaming\Adobe\Online Services
--Windows XP: C:\Documents and Settings\[your user name]\Application Data\Adobe\Online Services

Delete the Photoshop Elements 10.0.0 folder.

3. Do you have any scanner drivers installed? I don't just mean having a scanner plugged in, but do you have the software that controls the currently on the system. The Preferences have a section for scanners and will try to communicate with them. If you have drivers installed, make sure they are fully up to date (get updates from the manufacturer's web site). If you have drivers for scanners you no longer use, uninstall these.
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
1. Done, no luck

2. Done, no luck

3. Done, no luck

It's worth mentioning I've already tried uninstalling, rebooting, reinstalling, rebooting. Still no luck.

Thanks for your help though.
Photo of Brett N

Brett N, Official Rep

  • 2257 Posts
  • 108 Reply Likes
I wouldn't expect uninstalling, reinstalling, and/or reboot to fix this. I'm still pretty sure this is a conflict. Try this: Disable startup items, services | Windows
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
Which services should I be disabling? By that I mean, are there any services in particular known to conflict with PSE10?

I was using 9 quite happily until I installed 10 yesterday.
Photo of Brett N

Brett N, Official Rep

  • 2257 Posts
  • 108 Reply Likes
No known services conflict, so you should just be disabling them all. Sometimes it's a case of multiple services working in conjunction to cause a conflict. This is a test. If it works, then we know it is a background process that is causing the issue. Then you can start turning things back on to pinpoint the one causing the issue. If it doesn't work, then turn everything back on and we would then need to look at something else.

Does the PSE9 Preferences still load? Is it only 10 that encounters this problem?
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
I have tried this and still get the same error.

I uninstalled PSE9 when I installed PSE10 as I thought this would avoid any problems.
Photo of Ankur Agrawal

Ankur Agrawal, Employee

  • 203 Posts
  • 9 Reply Likes
If you are signed in your Photoshop.com account from Organizer. Please sign out and again try launching preferences.

If preferences launch fine, just sign in again.

- Ankur
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
How do I sign out from within Organiser? I can't see the option anywhere.
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
I don't think I'm signed in, I just rebooted, tried to open the Preferences, failed, and when I went to comment in here, it asked me to sign in.
Photo of Ankur Agrawal

Ankur Agrawal, Employee

  • 203 Posts
  • 9 Reply Likes
Do you see Welcome (Your Name) on the Organizer top bar?
Refer below screenshot



If yes then click on 'Welcome (Username)' link
On the dialog opened, you'll see a sign out link.

After you sign out Sign In | Create New Adobe ID will be shown

- Ankur
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
I don't see either a "Welcome" or a "Sign in" link. It's blank between Help and Undo.
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
Been no update in 6 hours after some very swift replies, thought I'd give it a bump.
Photo of Brett N

Brett N, Official Rep

  • 2257 Posts
  • 108 Reply Likes
It's blank between Help and Undo? Are you not in the US? The Sign In options will not appear for customers outside the US.
Photo of Ankur Agrawal

Ankur Agrawal, Employee

  • 203 Posts
  • 9 Reply Likes
Customers outside US will not have option to sign in.

Please try opening preference in a new Catalog. To create a new catalog:
File > Catalog... > New

- Ankur
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
No, I'm not in the US.

And no, opening a new catalogue makes no difference, it still hangs on the "Loading..." prompt.
Photo of Brett N

Brett N, Official Rep

  • 2257 Posts
  • 108 Reply Likes
What about on the Welcome Screen (where you choose to launch "Organize" or "Edit"), do you see sign in information at the bottom of this?
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
Nope, no sign in options there. There's a "Settings" menu, but it just changes what the default app is, Organise or Edit, if I remember correctly.

Should I see this? Or is this another US only thing? If so why?

I just want to access my preferences.

If it's any use, it also hung on me this morning when trying to add a person keyword.
Photo of Brett N

Brett N, Official Rep

  • 2257 Posts
  • 108 Reply Likes
Sounds like you didn't get the application installed properly. During the install process, when it asks you to enter your serial number, it also asks you to choose your region. If you did not choose "United States", that could explain some of the behaviors we are seeing.

The keyword thing shouldn't be related at all, but then again, we are probably just facing an even larger issue.

What I would suggest, in light of this latest information, is this:
-Uninstall Photoshop Elements.
-Remove the application folders (Default location C:\Program Files\Adobe)
---Elements 10 Organizer
---Photoshop Elements 10
-Create a new user account
-Disable Startup Items
-log into the new user account
-reinstall Photoshop Elements and test the Preferences.
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
Why would I select US? I'm not in the US.

What do you mean by create a new user account?

I've also tried disabling start-up items, as you can see from further up this thread, which fixed nothing, and caused me other problems with other applications, so I am reluctant to try that again.

I have also tried a reinstall, but I'll give it another go whilst deleting the C:\Program Files stuff.
Photo of Brett N

Brett N, Official Rep

  • 2256 Posts
  • 105 Reply Likes
Photoshop.com is available to customers in the US only. That is why you are not seeing the Sign In options.

After deleting the folders, also follow the other steps I listed. This is very important. Simply uninstalling and reinstalling without changing your system configuration is a waste of time.
Photo of Darren Rye

Darren Rye

  • 12 Posts
  • 0 Reply Likes
Could you direct me to the UK / EU / Rest of the World support site then please?
Photo of Brett N

Brett N, Official Rep

  • 2256 Posts
  • 105 Reply Likes
I'm not sure what you mean by this. Photoshop.com is part of the program when you are in the US. It is not a part of your program or your issue. But in the US, it could be, that is why we asked. So now we have moved past that. These steps I've given you are world wide, even if you went to an EU support person, they would give you the same information.
Photo of Preston Doucet

Preston Doucet

  • 1 Post
  • 0 Reply Likes
I am having this exact same problem. I open the program, click on EDIT, move down to PREFERENCES, and choose any of the options there and I get a box that says “Loading . . .” and that’s it. It is dead in the water. Naught, except the default ping if you click anywhere on the screen. Upon loading task manager to force it to close, task manager says the program is waiting for a response from the user to continue. What is the response and where do I respond to the program as there is nothing anywhere to click on for an answer to whatever the program is waiting for. I am in the US, and I have Windows 7 Home Premium, SP1. Does anyone have any idea what is causing this?
Photo of Brett N

Brett N, Official Rep

  • 2256 Posts
  • 105 Reply Likes
There is more than one possible cause to this issue. Have you tried any of the steps above?
Photo of Dan Van Malsen

Dan Van Malsen

  • 1 Post
  • 0 Reply Likes
I have the same problem using a new Dell i5 desktop in the US. I open Organizer, select Edit, then Preferences, and get the never ending "Loading...". I have to open Task Manager and force Organizer closed. I did not set up a Photoshop.com account and really do not want to.

Glad it isn't just me!