Photoshop Elements: Not Gathering User Info

  • 6
  • Problem
  • Updated 6 years ago
  • Solved
  • (Edited)
I'm running PSE 7 with a Plus membership. On startup, the program no longer seems able to gather user info. The throbber just continues to throb. This doesn't keep me from using the program; I can still open the Organizer. However, I have the feeling no syncroniztion is happening between my computer and my online account. How can I correct this problem?
Photo of Dave Miller

Dave Miller

  • 2 Posts
  • 0 Reply Likes
  • frustrated

Posted 7 years ago

  • 6
Photo of Brett N

Brett N, Official Rep

  • 2257 Posts
  • 107 Reply Likes
Official Response
When Photoshop Elements is unable to gather user info, it means that it is not able to correctly sign in to your account online. Likely you are having some sort of authentication issue, like your password is not being accepted.

Try reentering your password: Open the Organizer, at the top near the Undo/Redo buttons on the right you should see "Welcome, [Name]". Click this and you will be asked to reenter you password. Before doing this, click the "Sign Out" link at the bottom. Once you have signed out the "Welcome, [Name]" at the top will change to "Sign In" and "Join Now". Click "Sign In" and enter your user name and password. Then, go back to the Welcome page and see if the user info can be gathered.

If you are still having an issue at that point, go to Then, log out (if you are currently logged in) and log in. If you are not able to log in, try resetting your password (by clicking the Forgot Password link). Then follow the directions above with the new password.

If you don't have issues logging into the web site but still have problems logging in through the Organizer, try following the instructions in the following knowledge base document: