Elements 11 (app store): Can't save file after installing MacOS 10.11 El Capitan (known OS bug)

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  • Problem
  • Updated 2 years ago
  • In Progress
  • (Edited)
When I try to do a save as - photoshop freezes and nothing is active - I have force quit several times, rebooted several times - to no avail - not working - I did just change the MAC operating system to OS X El Capitan
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Richard Jazwinski

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  • very annoyed!

Posted 4 years ago

  • 105
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Ian Vince

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I will add my name to the long list of frustrated PSE 11 users who cannot use a program we paid good money for not so long ago.
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Ian Vince

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And may I have the fabled work-around please? I have just read the entire thread and I am confused why - whoever's fault it is (and I can chime in with the fact that no other apps I have purchased from the app store have stopped working in any way since the upgrade to 10.11, let alone with such a fundamental flaw) - why don't Adobe be the bigger guy in all of this by offering an exchange programme or deep discount on an upgrade? You could have made all of this go away several months ago.

I have spent many hundreds of £s on Adobe software over the years, but this whole charade leaves a bad taste in the mouth. It really damages your brand and, if it were to escalate beyond the walls of this forum, beyond even the tech press (who would surely be very interested in this thread) to national press and consumer magazines, an outsider may well conclude that the company were being very, very arrogant in the treatment of their customers.

It looks as though Adobe is unable or unwilling to provide a fix through the app store, but there are other ways of fixing this quickly and to the satisfaction of its customers. We might one day be able to restore our confidence in Adobe, but that seems like a long way off right now.

And before anyone chimes in saying that this is all Apple's fault; surely we have come to the point where it no longer matters who's fault it is, but who is losing out. Currently we, your customers, are losing out having paid for a piece of software that is unable to do anything meaningful.

If you can't draw a line under this, Adobe, and do the right thing, be ready for the ridicule and loss of business that awaits. It's in your hands, stop pretending there is nothing you can do to satisfy the customer.
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Chris Cox

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Adobe cannot fix this OS bug in Apple's latest OS. Only Apple can fix the bugs in their OS.
Adobe is providing workarounds to people affected by this OS bug.
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Frederika Bradbury

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how do I get the workaround.... no responses from adobe...
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Barbara Mathie

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So since this is dragging on five months, Mr Cox, why do Adobe not email discount vouchers or promotions to everyone here to offset the cost of buying PS Elements 14 or do you expect someone who is disabled, looks after a disabled child, and works for free for local community, Church, Additional Support Needs/Education Advocacy and ASD/ADHD Charities to spend more than a week's income to pay for someone else's mistake.
Two years is not acceptable as a time frame for obsolescence for a costly piece of kit, even if IT/Software.

I have now recreated the same edited image 27 times and still cannot get it to save, using the previous workarounds I had put in place, since today's upgrade.
I do not have time for someone in the US to take five months to get this solved. Nor even for someone in Apple to get back to me in 48 hours.

I use(d) Elements for the combo of photo editing w graphics/image editing for the likes of prayer cards, or signatures, or web images or Christmas Cards. For photo editing alone if the iPhoto app cannot make of the photo what is required, then the photo is ditched (as not up to standard).


Do you treat all your customers this way? Is nearly half a year an acceptable time frame to resolve this?
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Frederika Bradbury

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Please give me the work around as I also need it ...
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Petra Moes

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Can you please give me the work around ... a very frustrating morning : ( ...
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Paolo Tolentino

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Hello Adobe, share the work around please... 
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Elliefe Milay-Bernados

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Same problem here, please send me the work around
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shawn hickey

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Same problem. Need work around. Thanks.
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MacUser

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Let me sum up:
- I bought Adobe Photoshop Elements 11 Editor over the Apple App Store for Mac (14.09.13)
- It works till MacOS X 10.10
- I upgraded to MacOS X 10.11.x and your Software stopped working for now (can't save files)

At this point this is okay for me. It was my fault to upgrade the OS.


I'm willing to spend money for the current version.

What is the current version of Adobe Photoshop Elements?
- Adobe Photoshop Elements 14 is the current version.

Have a quick look into the OS requirements for PSE14:
...Mac OS X Version 10.9 or 10.10


Help me to understand:
- You do not offer a compatible version for Mac OS X 10.11.x?

- If I decide to downgrade my Mac OS X, how long you will support PSE14 with updates?
(Edited)
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Jeannot Kant

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I've no problem with the save command, but when I use the filter Pen and Ink, Comic or Graphic Novel, PSE 11 closes. This happened after upgrading to El Capitan (10.11.3). I work on a MacBook Pro from 2011 and purchased PSE11 on DVD, not in the app store.
What is your solution to this?
(Edited)
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Chris Cox

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Your post has nothing to do with the topic you posted on, so I moved it to a separate topic.

Please reference the new conversation here: Crash in Elements 11 Comic filter on MacOS 10.11
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Reinier Rietveld

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Photoshop Elements 11 and El Capitan cannot save files. Please provide work around
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Max Williams

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Add my name to the long list of frustrated users needing the fix.
(Edited)
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Martin van Zyl

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Please share the work around.
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Pete Green, Customer Advocate

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What issue with Elements are you running into Martin?
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Martin van Zyl

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Hi Pete, I cannot save a file in Photoshop Elements 11 on El Capitan.
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Sarah

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Pete Green Can I PLEASE have a work around??!  How long do I have to wait! Posted yesterday.  Rely on DAILY USE of PSE 11!!!!!
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Barbara Mathie

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@Pete Green: me to or a discount voucher with which to purchase PSE 14. You do realise that for a person on Carers Allowance it is the equivalent of a week's income!
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MARIA SANCHEZ

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Pete Green: I have the same problem. Can ́t save. What should I do?
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Rune

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This reply was created from a merged topic originally titled Photoshop Elements 11 - Can't save files app freezes!.

I'm having the same issue mentioned all over this post. 
Trying to save causes the app to freeze. I have tried to delete and install again but same problem. I bought it the 6th of january 2014 through apple store.
Mac OS El capitan 10.11.2
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Liesbeth Hermans

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don't know if Pete Green reads my ask for the work around (where I posted it a few minutes ago: earlier in the discussion). So I post it here again. Thank you.
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Jeroen De Bakker

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Please Adobe provide a fix for not being able to save a file! It's frustrating that nothing is happening regarding this bug. Or let me download a new Elements version for free. Either way. 
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Sarah

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I cannot save in PSE 11 either!  It crashes the program EVERY time I try and save.  I'm on a mac, with El Capitan.  Same as everyone else.  Can I PLEASE be contacted with a workaround!
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Tia Cuevas

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I have this same issue... I rely on this program for my Kindergarten classroom curriculum.  I am struggling!! Please help! 

-Tia 
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Jim Backston

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stuck over here for weeks.  really need help too. Need the work-around
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Jeffrey D Olsson

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This reply was created from a merged topic originally titled Elements 11 locks up on file save and loses work (Mac).

Elements will not save any work done, and locks up on file save. I purchased the program 2 years  ago and expect software to last longer than that before it becomes obsolete. Especially at the price that Adobe charges. It makes me leary about buying anything from Adobe again.  
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Chris Cox

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Apple has not yet fixed this bug in MacOS 10.11. Until Apple can fix the bug in their OS, Adobe is contacting affected users with workarounds.
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Martin van Zyl

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Hi Chris, I need the workaround for the bug that prevents saving.
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Jeffrey D Olsson

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As certainly as Adobe can make elements 14 work they can help to fix this issue. 
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Jeffrey D Olsson

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Now that you have merged this thread, I am more certain than ever that adobe is trying to bury this issue. Time to go to my blog and write about this. 
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Chris Cox

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Adobe can't fix bugs in Apple's OS. Only Apple can fix bugs in Apple's OS.
And, again, Adobe is contacting people affected by this MacOS bug and offering them workarounds.
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Martin van Zyl

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Hi Chris, how do I get a hold of the workaround?
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Jeroen De Bakker

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Chris Cox, this is clearly non-sense

1: Since I presume newer versions are able to save with this version of Mac OS no? Surely you can fix elements 11 as well. 

2: I have been looking at this thread already many weeks and I haven't seen a single message of a person that has received workaround. And why not post this workarounds so people can try and fix it themselves. 

Jeffrey D Olsson: I think your assumption is right.
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Jeroen De Bakker

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Pete Green, Customer Advocate: please take your responsibility 
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Tia Cuevas

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Since Adobe is contesting they are contacting people who need the work around. Can I please be contacted? I haven't from the first comment, maybe second times a charm.
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Sammy Riotti

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Can I also get a workaround this issue?
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Barbara Mathie

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Me too please.
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Johan Häglerud

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I also would like a workaround for this!
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Einar Notland

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I would also like a workaround for this. I bought this product, and cannot use it.....
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Jeroen De Bakker

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I've just received a workaround. I'm very happy with it. Thanks Pete Green.
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Sammy Riotti

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Can you let us know what the workaround was?
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Einar Notland

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Can I also get the workaround, please?
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Andreas Schulz

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Tried fixing this problem myself. Didn't work.
I would like to be contacted to receive a workaround.

Thank you,
Andreas
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Andreas Schulz

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Can't upgrade to PSE14 having OS 10.11.3 El Capitan installed.

As posted by MacUser
" Have a quick look into the OS requirements for PSE14:
...Mac OS X Version 10.9 or 10.10 PSE "

or

https://helpx.adobe.com/de/photoshop-elements/system-requirements.html#pse14

So I'm stuck with El Capitan 10.11.3 and no Photoshop Elements.

I bought PSE11 over Appstore 2 years ago which dosen't allow me
to save as or save after installing El Capitan and if I upgrade to PSE14 it's not supported according the system requirements.

Don't know what do than wait for the mentioned workaround.
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Chris Cox

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Yes, you can upgrade. Elements 14 was finalized before MacOS 10.11 was released, so it's requirements predate MacOS 10.11.
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Stan Smith

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Same here. Workaround please
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Andreas Schulz

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Dear Chris Cox,

thank you for the response.

Adobe states on it's website the system requirements for
PSE14 are MacOS 10.9 or 10.10.

El Capitan MacOS 10.11 is not listed at all.

Normally one would say 10.9 or later.

Do I get my money back if PSE14 is not working on MacOS 10.11 as you are advicing to buy an update which is not recommended for the latest MacOS ??? 
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Andreas Schulz

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Dear Adobe Team,

workaround please.

Or update system requirements list on website to : MacOS 10.11
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Thomas Holmström

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Elements 11 from Appstore on El Capitan. Can't save. Freezes!

WTF! how long will it take? Workaround PLEASE!

Tested Elements 14 trial from the Adobe site. Worked fine with El Capitan but I have ALREADY PAYED for Elements 11 so fix the workaround OR offer free upgrade to Elements 14. How hard can it be?
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Leanne Irani

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Any update here?  I am still having issues with saving and save as commands.  This was partially fix with a new el capitan update, but didn't fix it entirely.  Please provide update ASAP.
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Leanne Irani

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also I called Apple and it seems it is on the adobe end.
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Chris Cox

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No, this is an issue in MacOS 10.11.  Unfortunately Apple's support people don't appear to have access to Apple's official bug database to check the status of their bugs.
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Kelly Carolina Rogante

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So is there a way to get around this? Does anyone have a fix??
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Benedict Holmes

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Please would you also send me the workaround. 
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Antonia Beauvoisin-Brown

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Hello I am also experiencing the exact same issue with PSE 11 on my MAC El Capitan 10.11.13.

Please can you send me the work around.
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CHRISTOS LEFOUSSIS

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There is a solution. Check "preferences". After "saving files". On first save: "Save over current file". Image previews: "Always save". Now you can save the file you have transform by clicking "save"!
After this you can save the files bypassing the "save as", if you have open a file. This not work with the new files.
However adobe must give a definitive solution.
There is not justifications.
(Edited)
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Chris Cox

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Adobe cannot solve the bug in MacOS 10.11, only Apple can fix the bug in Apple's OS code.
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CHRISTOS LEFOUSSIS

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You have already solve this problem in your trial version (PEE 11) in net! It works very well in MacOS 10.11. Do it again in our version! It a simple update. You send me updates for adobe reader every 15 days!

Does not seem to be a Apple's matter. 
(Edited)
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Thomas Holmström

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Yes Chris Cox, you can. PE 14 works fine so either give PE11 the same save-solution or give PE14 upgrade for free to customers suffering from this bug.Don't just blame Apple for this. It's Adobes responibility because we payed YOUR company for a working product. Not Apple.At least...instead of just hiding behind "It's Apples fault" tell us you are working to solve the problem. NOW!Or do you hope that your unsatisfyed customers will deal with Apple directly. No way. We payed Adobe so you have to deal with this issue your selves. It's really a bad approch to put the blame on someone els.Giv us a free upgrade. It does'nt cost for you and everyone will be happy.AND DO IT NOW!
(Edited)
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CHRISTOS LEFOUSSIS

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It's simple. PE 11 trial version works very well with el capitan! Download it to check it.
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Thomas Holmström

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ADOBE Hello! ACT NOW!
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Chris Cox

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The OS save dialog is provided by and driven by the OS. It is Apple's responsibility to keep their OS code working correctly.
We do not know the exact nature of the bug in Apple's code, or why it only affects the save dialog in some applications sold through the Mac App store.  Only Apple can determine that from their source code.

Yes, copies of Elements that don't come from the Apple app store work just fine. Again, we do not know why Apple's OS code treats them differently.

Yes, this is a bug in Apple's OS code which Apple has not yet fixed.
Because Apple has not yet fixed it, Pete is contacting affected users with workarounds.
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CHRISTOS LEFOUSSIS

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YOUR TRIAL VERSION PE 11 WORKS VERY WELL IN OS 10.11
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Thomas Holmström

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That is a strange answer Chris. Are you saying that Apple provides diffrent versions of the save dialog? The save dialog (from Apple) obviously works fine in other applications from Adobe and fron other sw-providers. Looks to me lika a bad api integration from Adobes side.

Why don't you just provide users suffering fron the bug free downloaf of PE versions (like PE14) that works. Tried PE14 Trial from your site. Worked fine. It will cost you nothing and you will benefit from satisfyed and returning customers.

As the situation is today you will only get badwill, no matter whoes fault it is.

Chesp fix - Big gain, let us download working version
Or
Blame Game - Lot's of badwill and customers abandoning ADOBE. Probably for good.

It's your call!
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Chris Cox

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The OS provides the save dialog.   For some unknown reason, due to a bug in the MacOS 10.11, the OS save dialog code hangs for some applications sold through the Mac App store.

AGAIN, Pete is providing workarounds to the affected users.
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CHRISTOS LEFOUSSIS

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So, we want a update, with the save dialog, of the vended version in your site. This works perfectly.
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Thomas Holmström

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Agree with Christos Why don't you update then.

Obviously the PE11 trial version works and PE14 trial works fine. So the bug theory looks like a long shot. Same OS, same save dialog. Does'nt work=App Store, Does work=Adobe download. Hmmm!

Why don't Pete reply with the work around to every user complaining here. Are we supposed to ask him politely before he acts. What's he waiting for?

Or even better provide us App Store buyers with the version from your site. Problem Solved.

How hard can it be? Do something!
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Chris Cox

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There won't be any update to a product that's over 3 years behind the current release.

There is no "theory" here. Just a bug in MacOS 10.11 that Apple has not fixed yet - that is a fact.  And no, we don't know why only certain apps from the Mac App store are affected by this OS bug.

AGAIN, Pete is contacting affected users with workarounds.
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Bart Vermeulen

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please send me a workaround (i've already asked before). photoshop Elements 11 for Mac
(Edited)
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Florencio Cruz

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I need the workaround too! how can it take this long to fix a problem? are they expecting us to buy the 14 maybe?
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Florencio Cruz

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please Pete provide me the workaround asap, thanks
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Barbara Mathie

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@Chris Cox  - PSE 11 was, in my case, purchased barely two years ago. At considerable cost to me - a week's income as a Carer of a child with Additional Support Needs - to use largely for charitable purposes: cards, prayer cards, posters.

It is not some tuppenny, frivolous entertainment App but a hugely expensive, workhorse, mainstream app used in business. By many folk.

If I spend a week's income on a product I expect it to last a good few years, or for smoothly synchronised  upgrades to be available at minimal or nominal cost.

I now have to let a number of people down over (a sudden rush) of requests that are time-sensitive, which I cannot do, and which offer of mine to do the work will save charities a lot of money (or put the work beyond their reach).

I just want the software I purchased (willingly) to function to my intended  end of putting my God-given skills to the greater good. Is that unreasonable?
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florencio fallocca

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I now understand what they are trying to do...I have the same problem on Elements Premiere, and is not a coincidence.....looks like if I want to buy the new version of premiere, comes together with the last version of photoshop..and both have the same problem....adobe is trying to cash in, but i will not buy anything anymore unless they solve this problem immediately, I have bought both programs  2 years ago, and now what? am I supposed to buy again both products just because they are not giving me a solution?....what is this..??? I am so upset, is just unbelievable....
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florencio fallocca

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common people, talk and complain! they just cannot do this to us, who they think they are to do this? its being 5 months waiting for the workaround...what is wrong with you Pete green???
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Barbara Mathie

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Pixelmator. I am going to buy Pixelmator..
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Paul Icekold Long

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Have they come up with a solution to this problem yet.  I am still not able to save files. If anything knows a fix or a solution please send me an email young.icekold@gmail.com
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Chris Cox

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Apple addressed this in the 10.11.4 update.
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Gordon Stainforth

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I'm using Photoshop Elements 11 on Mac OS Sierra (10.12.6), and have frequent freezes when the Open and Save windows are blank, rendering it unusable. The problem can only be solved by rebooting the computer. I see that there's a lot of frustration above with people having the same or v similar problems, and apparently no solution yet ? ?