Elements 13: File>Open... failure

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  • Updated 4 years ago
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Photoshop Elements 9 and now a new install of 13: File > Open failure. Rebooting Windows 7 64-bit corrects the problem for awhile, then it returns, requiring another reboot, and so on. No error message, no response from PSE. Other PSE tools fail at the same time, too numerous to list.
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Richard Coffey

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Posted 4 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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What's the exact nature of the failure? Does the application freeze and become unresponsive? Or does it crash out immediately?
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Richard Coffey

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PSE does not freeze, but menu items and tools stop working. For example, choosing File > Open presents a File Browser window properly, allows me to select a file, and click OK. But then nothing happens. Another example: choosing Filter>Distort>Liquify does not open the usual window. I can then close PSE without it crashing.
I should add that my boot HDD failed last month and was replaced with an SSD. I reloaded Windows 7 and all apps, including PSE 9. PSE was working fine until it told me to update to V9.0.1 last week. The update failed and PSE told me to try again later, but it failed again and again. Then the freeze-up problem described above began. I've uninstalled PSE, run CCleaner, and reinstalled twice, but to no avail.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Thanks. Did you use the installer to reload PSE or use some sort of manual restore?
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Richard Coffey

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I used the Adobe installer from my account on Adobe.com.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Do you remember what the specific error was with the update? It sounds like that's the root of the issue.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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If you download and install the update from here, does it work? http://www.adobe.com/support/download...
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Richard Coffey

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I don't remember the exact phrasing, but it included these words: "The 9.0.1 update failed. Try again later."
I see the link you included in your reply is the 9.0.3 update. I cannot try it right away, because I uninstalled PSE 9 before downloading and installing the PSE 13 trial earlier today.
I can reinstall PSE 9 and then update it, but PSE 13 developed the same problem, stable at first and then becoming unresponsive.
Should I uninstall 13, then re-install 9 and run the update? Please advise.
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Richard Coffey

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I re-installed PSE 9 this morning and then followed the update link you kindly supplied. The update worked this time!
I've been testing functionality. At first everything looked good, but now the same issues are occurring: File>Open appears to work, but the PSD file that opened fine after the installation and update now will not open.
File>New, same thing. The menu dialog box opens, which vanishes when I click OK, but no new empty image opens.
I assume other tools have the same issue now, but I can't test them with no file to try them on.
Still no error messages, and PSE doesn't crash. I'm stumped.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Try creating a new Admin user account and run Photoshop from the new user account to see if the problem goes away: http://blogs.adobe.com/crawlspace/201...
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Richard Coffey

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The new admin user account fixed the problem! Thank you very much for your help.