ELEMENTS 12 won't open

  • 1
  • Problem
  • Updated 3 years ago
  • (Edited)
Hi, How do I get help. My photoshop has crashed and will not open. There does not seem to be a technical problem section I can find.
Thanks
Carole
Photo of Carole Dutton

Carole Dutton

  • 10 Posts
  • 0 Reply Likes

Posted 3 years ago

  • 1
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 838 Reply Likes
Which version of Photoshop are you using?
Which OS version are you using?

Is it crashing when you launch the app? If so, what does the detailed crash report say?
Photo of Carole Dutton

Carole Dutton

  • 10 Posts
  • 0 Reply Likes
I have Adobe Photoshop Element 12 Editor-purchased online either this year or late last year. Not sure what OS Version means. I have a Mac.
I does not crash. It simply will not open. There is no report. It used to lock up frequently and it became more frequent lately. I would have to do a "quit" often
Thanks
Carole
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 838 Reply Likes
What version of MacOS are you using?
Photo of Carole Dutton

Carole Dutton

  • 10 Posts
  • 0 Reply Likes
MacBook Pro
Chris is there a way I can speak to someone at Adobe. This process could take a very long time this way. Is there a customer support number I can call? My Photoshop simply will not open anymore. It did for a year and 4 months. Then suddenly refuses to open. I have not added anything to my computer. It often would lock up so suspected there was a glitch but often ran well too. I am not very versed in computers. I use minimum stuff on photoshop but do need it. I feel it simply needs to be re-installed but have no idea how to do that...or if reinstalling this broken version is a good idea. Thanks, Carole
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 838 Reply Likes
Which version of MacOS are you using?
(MacBookPro is a model of machine, not an OS version)

Yes, you can call the customer support number that came with the program or from the Adobe website.
Photo of Carole Dutton

Carole Dutton

  • 10 Posts
  • 0 Reply Likes
Chris are you there?
Photo of Carole Dutton

Carole Dutton

  • 10 Posts
  • 0 Reply Likes
Hi Chris, Well I think I was made a fool of by your customer support. I explained I was not computer savvy and I really wanted to speak with someone to help me with my problem. They said Photoshop 12 was not supported verbally but just for me because I was a valued customer they would have someone call at 7:30 pm to my home number. I thanked them and then no call. My husband was waiting to hear from them. He had already warned me I was likely not going to hear from anyone. So I am back to you. I am very hurt by what they did and I feel pretty foolish believing them. I do have their names.
My OS apparently is 10.9 My husband has looked into it and saw on a site that 10.9 can cause problems. I recently unwittingly likely upgraded automatically when I did a restart. Does adobe have a fix for this problem. Regards, Carole
Photo of Chris Cox

Chris Cox

  • 20280 Posts
  • 838 Reply Likes
Make sure you have Elements 12 updates and all the MacOS 10.9 updates (10.9.5 is current) installed.
Photo of Carole Dutton

Carole Dutton

  • 10 Posts
  • 0 Reply Likes
It is 10.9.5 MacOS. I will make sure the Elements 12 is updated and get back to you. I suspect though the problem arose when the Mac update was done as that is the only change on my computer.
Photo of Carole Dutton

Carole Dutton

  • 10 Posts
  • 0 Reply Likes
Oh..And the report (there was one my husband found) said the issue was the 10.9.5
Photo of Carole Dutton

Carole Dutton

  • 10 Posts
  • 0 Reply Likes
Chris we searched online and cannot locate an update for Elements 12. Can you send me a link to one please. Thanks Carole
Photo of Carole Dutton

Carole Dutton

  • 10 Posts
  • 0 Reply Likes
Hi Chris, My husband located updates (he thinks) on the Adobe website....however it says I need to open the program to update. And the problem is the program refuses to open.
Photo of Carole Dutton

Carole Dutton

  • 10 Posts
  • 0 Reply Likes
Is anybody out there??