Elements 11: Computer had virus, now nothing works

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  • Updated 4 years ago
  • (Edited)
Tired of reading all kind of instructions.
Nothing works.
Now 4 days without PSE 11 and I have obligations.
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Peter Rissing

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Posted 4 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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What issue are you having? What OS/version are you running on?
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Peter Rissing

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Hello Jeffrey

Issue 1
Verry tiered of reading all kind of tutorials and such without results.
Thats why I look for telephone support.

Issue 2: on my PC I am still working with XP, updated my PS-Elements 11, plent free space on my HD's.
Here, as soon as I try to open any picture, Elements closes down completely.
This happen after I had to deal with a Randsom-virus attack.
What to do without reinstall ?

Issue 3: on my laptop, working with Win7, I installed PSE 11.
A screen comes up the that says PSE 11 is installed (total installation 352 MB),
But nothing happens.
No short-cut, and the installed software can not be found in Program files > common files or anywhere.

Thanks, Peter
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Peter,

1) The best place to ask "How to..." questions if using any of our free learning resources or the manual doesn't help is our experts forum. Technical support isn't staffed to provide free 1:1 product training.

2) It's likely the virus or corrupted or removed files required to run. You may need to reinstall your OS and/or Elements to get back to a good state. I would move to a supported OS like Win 7 or Win 8. Microsoft no longer supports XP with security updates.

3) Is your laptop capable of 64-bit? Are you looking in the 32bit programs directory?
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Peter Rissing

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Hi Jeffrey,

1) No more reading for me in manuals. It's unbeliveble how much time I wasted that way. It is no su much product training I nee, it is crisis-managment.

2) My PC is not coupeled to the internet, just use with my two big screens for video and foto edeting. The bug cam in trough a USB-stich with an unzipped audiofile.
All other programms work fine after the attack, just lost all my data-files at that moment. Basterds.
So her I just go for an reinstall.

3) My laptop is 64-bit, looked in all teh programmfiles and did a general search.
Why does it say PSE 11 is installed and then . . . nothing.
Tried a few times also after restart.

Regards, Peter
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Peter Rissing

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Just read this now.

Why doe it say on top of this topic>
"Elements 11: Computer had virus, now nothing works" ?

I did not write that and I do not think it is respectfull and it is wrong.
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Peter Rissing

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Hello Jeffrey again,

2) tried to reinstall PSE 11 on my PC (still under XP) with original sotware.
First I get (translated from Dutch) Inastallation not posible, with a link to:
http://helpx.adobe.com/creative-suite...

Haven't got e clue what a qualifying-product can be, but why does you software not do what it is supposed to do ?
I am not asking so much is it ?

Regards, Peter
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Are you entering the correct serial # for your product?
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Peter Rissing

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I was never asked for a serial number.
How can I send you the one I have been given by Adobe ?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Peter,

I've asked someone from our European support team to work with you directly.
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Peter Rissing

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Thanks Jeffrey,

I'll wait for your colleague to be in touch.

Can you tell me how to change the heading on top of this topic.
It spells moron.
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Peter Rissing

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Have not jet heard from European support.
Soon it will be weekend again.
More then a weer without Elements now and I am under pressure to do some work for a charety-organization.

Can you remind the European colleagues again ?

Regards