Elements 14: Will not load under OS 10.11 (El Capitan) for the Mac, even after the latest update to OS 10.11.2

  • 1
  • Problem
  • Updated 2 years ago
  • (Edited)
After installing the supplied disk and going through the installer app and including the serial number, the program will not load. A spinning wheel starts after pressing to 'Install' and never stops.
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Michael Kitchen

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Posted 2 years ago

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Sandeep Singh, Official Rep

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Hi Michael,

Thanks for posting on the Adobe forums.

Please follow these steps :
Go to following location:
for Win

C:\Program Files (x86)\Common Files\Adobe

C:\Users\username\AppData\Local\Adobe

for MAC

Finder> Go > Go to Folder

\Library\Applicaiton Support\Adobe

~\Library\Applicaiton Support\Adobe
Locate folder OOBE and rename it OOBE.old

Download and install

http://www.adobe.com/support/download... For Windows : Adobe Application Manager
http://www.adobe.com/support/download... For Macintosh : Adobe Application Manager

After the installation

Try to Open Adobe Application Manager / Creative Cloud App.
Log in that with Adobe ID and Password.

Regards,
Sandeep
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Michael Kitchen

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Hi Sandeep,

Tried the above and got the following message.

Encountered the following issues
. . . problem with download process (Error code:A12E5)

Please advise.

I found your message purely by accident. Would you normally send an email to michaelkitchen@me.com advising that a response is waiting?
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Michael Kitchen

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Still waiting how to get my Photoshop Elements 14 for Mac to upload to the computer so that I can use it.

Total waste of money at the moment.

Regards,
Michael
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ab ab

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Hi Michael,

Apologies for the inconvenience caused.

Request you to please share some more information so that we can look into the issue and come back with a resolution.

Please share the following at abseth@adobe.com

*A screenshot of the error message or the action which is preventing you from using the application .
*~/Library/Logs/PdApp.log
*/Library/Logs/Adobe/Installers/Adobe Photoshop Elements 14 14.0 .log.gz

Regards,
Abhishek Seth.
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Michael Kitchen

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PDApp.log

Screen shot of error message. No message as such, but the wheel just keeps turning and the download will not start. I have mentioned this before.


I cannot find anything relating to the last item.

I am not sure that the PDApp.log will open up. Please advise if i have done it wrong.

Regards,
Michael Kitchen
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Michael Kitchen

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Just realised that I may be able to include the PDApp.log as a PDF.

PDApp.log.pdf
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Michael Kitchen

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I am shortly to allow somebody called Abhishek Seth who apparently is located in India to shadow my computer to trey an resolve this issue that has been ongoing for many weeks.

Do you think that this is a valid link?

Michael Kitchen
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Dale Moegling

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I worked with India a week ago. Was very comfortable with them. Very professional and were only interested in specific areas
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ab ab

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Hi Everyone,

Sharing the set of steps that helped in solving this issue:

• Go to folder /private/etc/hosts
• Locate the file “hosts” and open it with text edit or any other editing application.
• Look for any entries that refer to *.adobe.com and delete them. For example, 127.0.0.1 abc.adobe.com and delete it.
• Save the file and close it.
• Try using the set up and install using the serial.

In case the hosts file is locked, please copy the same to desktop, edit it in any app , save and replace it back to its original location.

In case there is any issue, please let us know.

We will definitely get back with a solution for the same.

Regards,
Abhishek Seth.