Elements: Can't save files

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  • Problem
  • Updated 4 years ago
  • (Edited)
Photoshop Elements won't allow me to save files. There is no solution on the forum, and there is no way to get technical assistance from Adobe. When I finally reached had a chat with somebody,they told me I'd receive a call from a technician within 24 hours. Instead I received an e-mail that said go to the forum. This amounts to two problems. One is that there is a product that is just not useable, and is a fraud. Second, the company is totally unresponsive to users. I'd feel better if they just said, "dang, it's a problem & we don't know how to fix it".
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Richard N DeLiberty

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  • frustrated & angry

Posted 4 years ago

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Vaishali, Employee

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Richard,

Could you please share some more details like version of application, platform-windows or mac, configuration etc. Also do you see the application crashing at the time of saving files or do you see an error message.

regards,

vaishali
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Chris Cox

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Please understand that while you are having a problem on your system - other users are not having the same problem. So the product is quite usable by everyone else, and the technician sent you to the forums to get more help than they could provide over the phone or a simple chat.
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Richard N DeLiberty

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On the other hand, some other users are having the same problem, so it's not useable by EVERYBODY else. The forum has not come up with a solution that I can find.

Do a quick search on the forum and show me a positive response.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Richard, What OS/version are you having trouble with?
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Richard N DeLiberty

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I have Windows 7 professional and Elements 12.1 - very recently updated. To answer other questions. I've re-installed. I can take a file that was already edited in Elements (from before the problem), open it, and "save as" and I get the error message.
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Brett N, Official Rep

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What is the error message?
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Brett N, Official Rep

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If an application works fine for awhile and then suddenly starts exhibiting strange behavior, the first thing you should do is reset the application to its default settings. Reinstalling the program doesn't actually do this as the settings are stored separately (so as to not alter or damage the application files and to also allow multiple people use the same program on the same computer and have their own settings). To reset the application you want to recreate the Preferences. See this documentation for more information: http://helpx.adobe.com/photoshop-elem...
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Richard N DeLiberty

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I did that already, and it didn't work. In response to your e-mail I did it again. IT still didn't work.
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Richard N DeLiberty

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The error message is "Could not complete your request because of a program error.
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Chris Cox

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OK, that's is an important detail.

Go to your Elements preferences folder, and look for the file PSErrorLog.txt, and copy the last 10 lines or so here so we can see what is failing.

Also, do you have any third party plugins installed with Elements? If so, have you tried disabling them?
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Richard N DeLiberty

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I can't find that file. Here may be the problem. My file directory looks kind of like this...
Program files
-----Adobe
-----Adobe
----------AdobePatchFiles
-----Adobe Premiere Elements
Program Files (x86)
-----Adobe
----------Elements12
---------------Photoshop Elements 12
---------------ONcore......dll files
---------------Photoshop Elements 12
---------------AMT
---------------Assets
---------------Custom File Info Panels
---------------Legal
---------------Locals
---------------Mozilla
---------------OBLRes
---------------Optional Plug Ins
---------------Presets
---------------Required
---------------Sample Files
---------------Several additional files....
-----Adobe 2
----------Elements12
----------Photoshop Elements 12
---------------ONcore......dll files
----------Photoshop Elements 12
---------------AMT
---------------Assets
---------------Custom File Info Panels
---------------Legal
---------------Locals
---------------Mozilla
---------------OBLRes
---------------Optional Plug Ins
---------------Presets
---------------Required
---------------Sample Files
---------------Several additional files....

I think there are duplicates from trying to re-install the program.

I removed the digimarc plug-in but the problem persists.
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Chris Cox

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It also looks like you have OnOne plugins installed, in addition to having 2 copies of Elements.

When we hit a program error, we log the location to PSErrorLog.txt -- it should be in your preferences folder for Elements 12 (not the application folder you show above).
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Richard N DeLiberty

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Any idea how I get rid of the second copy of elements? Evidently just using uninstall didn't do it.
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Brett N, Official Rep

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After running the uninstaller, manually delete the Elements directories. Should probably also delete the Adobe 2 folder as well.
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Richard N DeLiberty

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I did this. I ran the uninstaller & deleted the Elements Directories. That meant I had to delete some fonts that were keeping me from deleting folders. I re-installed and now things are worse. When I run elements from the program menu or the desktop icon, I get a message that it can't find the target file. When I actually go to the editor file and run from there, I still get the original error message. There seems to be no way to get to the Elements Organizer.

So, what do you think of Corel Paintshop pro?
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Brett N, Official Rep

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What fonts were in these folders and could not be deleted? This is our first clue that something very wrong is going on. What was preventing them from being deleted? Were they in use? If so, by what?

The easiest thing to deal with is your desktop and Start menu shortcuts. Shortcuts just have a path that they go to when you double-click them. When nothing exists at the end of that path, they return the error you see. There are two ways of dealing with this: either correct the path or create new shortcuts. You can change the shortcut path by right-clicking the shortcut and selecting Properties. The path is simply written into a box. You can literally put anything into this box, but only if it is valid will the shortcut work. Otherwise, you can delete existing shortcuts and navigate to the EXE files, right-click those and choose Send To > Desktop (create shortcut). 

Also, it seems like your reinstall of Elements didn't go correctly either and needs more cleaning before reinstalling. Follow this guide here: http://helpx.adobe.com/photoshop-elements/kb/manually-remove-photoshop-elements-12.html

Be aware that there might be some duplication there due to the whole Adobe 2 issue. This should have been impossible but something about your system allowed it to happen. Whatever allowed this to happen is probably the root cause of these problems.