Photoshop Elements 14 is no longer working.

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  • Updated 7 months ago
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Elements 14 has been infected with malware. I can't save my edited photos. I can't do anything because it does not work. Elements is a frustrating mess. It seems like Adobe has invaded my software and has destroyed everything. Is it because Adobe wants me to buy the newer program, Photoshop Elements 2018???? I guess I'm going to have to. Elements 14 can not be used any more it has become so degraded. I am frustrated and not pleased with what is happening to the software.
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Constance lowery

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Posted 7 months ago

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Steve Lehman

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Hello Constance,   

I need to get from you, your version of Windows, before going further.  Is it Windows 10?

Adobe did not, (and does) not invade software.   The malware you got is from the Internet and from a source or website where you contracted the malware virus.  You need to have an antivirus scanner to detect and resolve it.   In addition to the antivirus software, I highly suggest that you get Malwarebytes if you don't already have it, which will find and clean the malware, and it will go to places your antivirus software does not.  You can have both on the same computer, and neither one will conflict with the other.   Get the premium version of Malwarebytes.   If you have Malware-bytes and an antivirus program, run both, before your next reply.   I want you to tell me what your results are.  

Either scan will NOT fix your Adobe software.  And, I am surprised the malware targeted only your Adobe program.    

AFTER that, IF you have Windows 10, we could reset the Adobe program in Windows (if it is not too corrupt).  If that doesn't work, you can uninstall (remove) this program, and then re-install it again using your original disc and serial number.   After that, it should be as good as new.  I want you to I get your answers concerning your Windows version.  And, I highly suggest you scan for viruses and malware before we go further.   

Steve Lehman, MCSE, a Windows engineer
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Constance lowery

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Thank you for responding. I have Windows 10. I have Malwarebytes and ran a scan. It didn't pick anything up. I did, when looking at the scan report, see that root kits were not scaned for. The root kit part was disabled and I had no way of turning it on. I wrote to Malwarebytes and told them about this. I also ran a complete scan with Superantispyware.  It too did not find any malware which is very confusing as the Photoshop Elements 14 is infected. I did see when doing, playing around, with Malwarebytes  that something with the orange frame downloaded in Elements is causing an issue. Now, I can't just uninstal the program and reinstal because I did not purchase the program on a disc. It was purchased as a download from Adobe. I have no idea what the serial number is.
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Steve Lehman

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Good work.   When you downloaded and installed PSE14, did you register the product as it would prompt you or at anytime after it was installed?   If so, your serial number would be with Adobe and I will give you a link where you can find it.   If not, then your serial number cannot be found in Windows 10 and not at Adobe and may be at a loss unfortunately.   

Scanning the drives with an antivirus scan would be beneficial in addition to what you've don so far,  because it scans places such as the root directory, and Malwarebytes does not, but Malwarebytes will scan the memory areas which the antivirus scanners will not.   At Microsoft we had an antivirus program that would scan the root and memory both but it was expensive and it's not available now, and that was called InoculateIT.   It's better to scan with Malwares and an antivirus scanner.   A spyware scanner is like Malwarebytes and Malwarebytes does scan for spyware.   Spyware is a cookie that marks a place you have visited.   Malware is a cookie which viruses ride piggyback but only sometimes.   

After doing all of this, I am almost 99% believing that there may have been a Windows 10 update which has made a problem with Photoshop elements such as you describe.   Those should reset.  But to make sure, we reinstall before resetting.   A reset needs a DOS window as we run the Window Power Shell.   After a reinstall, we can go to a Windows to reset, later.   

Here's where you can check for a serial number for this program.   
https://accounts.adobe.com - when there and signed-in, click on "manage account" and "plan and products" and "view my products".   

The following link is where you can download versions, 13, 14, 15, and 16 (2018).      https://helpx.adobe.com/photoshop-elements/kb/photoshop-elements-downloads.html
Sometimes a downloaded program installation is better than a disc install.  

Steve Lehman, MCSE   
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Constance lowery

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OK. Now, if I uninstall PSE14, will I lose all my images? Then downloading PSE14, well what happened to my pictures.?
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Constance lowery

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please help ! I decided to run another scan using Windows Defender. A box gave me three choices as to what I wanted to do. I chose "off-line"' because that description read as if it would do the best job. It didn't. What happened was that the screen went from Windows Defender to Dell backup and recovery. ( I have a Dell computer ).  I clicked on the symbol of a wrench to fix problems. Nightmare time !!!  The program started but did not finish. It stopped running. There was no way to close out the scan or even a way for me to turn off the computer. I went ahead and manually turned the computer off. I tried to turn the computer back on. Oh, what gods are fighting now! The computer could not start. A screen came up telling me there was a problem and to wait while it was being fixed. That information and problem with the computer starting went around and around forever. Again there was no way to cancel anything or close and shut down. I did the same thing as I had done before, I manually turned the computer off I turned it on again and got the same Dell repair thing as before. This time though the program fought and fought but the computer finally came on. Things look back to normal? No. I went to PSE 14. Once there It was compleatly destroyed. There was an organizer that was not like it was supposed to be. It had 16 images in it. There's supposed to be thousands! I finally found a way to open a list of what is supposed to be there. I click on several dates and each time the message was that there are no files. As soon as you respond to the above question, I think I would like to uninstall 14 and download PSE 14 to reinstall. But what happened to all my photos?
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Steve Lehman

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Your photos should be in separate files from Adobe.  Your organizer should organize but not save your files in Adobe, as it saves them in folders, etc.   Look for them under "pictures" maybe.  

Do not use Windows Defender.  Further, do not use Dell's back-up and Recovery unless you have already made a Recovery disc, and even then I wouldn't use it.   I have a Dell, but I will not use that program on it.  It's for a completely crashed Windows.  Your Operating System has not crashed.   

When I asked that you use a virus scanner, I meant one that is from Norton or McAfee.   Don't have both, Norton and McAffee on the same computer.  Find Windows Defender in your Settings, System, and turn it OFF.   It will intervene anytime you don't want it.   Trust me I hate that program as much as you do.  

Steve   
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Steve Lehman

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Your photos should be in separate files from Adobe.  Your organizer should organize but not save your files in Adobe, as it saves them in folders, etc.   Look for them under "pictures" maybe.  

Do not use Windows Defender.  Further, do not use Dell's back-up and Recovery unless you have already made a Recovery disc, and even then I wouldn't use it.   I have a Dell, but I will not use that program on it.  It's for a completely crashed Windows.  Your Operating System has not crashed.   

When I asked that you use a virus scanner, I meant one that is from Norton or McAfee.   Don't have both, Norton and McAffee on the same computer.  Find Windows Defender in your Settings, System, and turn it OFF.   It will intervene anytime you don't want it.   Trust me I hate that program as much as you do.  

Steve   
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Constance lowery

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Steve, I went ahead and uninstalled PSE 14. Then I downloaded PSE 14 and installed it. It looked just like the other PSE14 and said at the bottom of the screen that I had 16 files. After a couple of hours clicking on this and that, I finally told the program to find all files.  After a long time, as there were 16,000 files everything showed up. After I deleted the former PSE 14 how did all the images get into the new PSE 14? Anyway I had to keep fooling around till eventually things look normal. I was so unhappy about the organizer but did get it to show images as I was expecting.  The new download of PSE 14 also, somehow, had the two plug-in's installed. These things are from another company. Anyway, now I'm happy. If you can, can you tell me anything about the anti-virus software called Total AV ?
(Edited)
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Steve Lehman

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I'm glad.   Click on my "like" link.   It'll add another number.   I'll like that.   

Steve Lehman, MCSE