Elements: Transferring Photoshop Elements 18 to new laptop

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  • Updated 3 weeks ago
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  • (Edited)
I have Photoshop Elements 18 installed on my old work laptop and want to move it to my new work laptop. When I try to install it on the new one I get the error msg:
Installation Failed
The product you are trying to install is not an Adobe Genuine Software and appears to be counterfiet.

I am using the same email and sign it I registered when I bought the product and the same key. Help?
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Zeb Ahmed

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Posted 3 weeks ago

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Steve Lehman

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Hey Zeb,   

Before anything else, first and foremost, check your key.  You can check it by using instructions below.   Also, does your key have "OEM" anywhere within the number?  If so, you bought your computer with that software compliments of your computer brand, and if its OEM software, Adobe won't recognize it as a real license key. 

Otherwise, the key may be wrong, check your key using your Adobe email and password.
Also, it may only be licensed for one install.  What Adobe version?  Which Windows version?  
How old is your computer?  What windows does your laptop have?   We need all of this.   

https://accounts.adobe.com

click on Manage account

click on (the first) Products

Click on "view your products

lists your software keys.


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Zeb Ahmed

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Hi Steve thanks for the quick response. To answer your questions:

1. I bought the licence for Photoshop Elements 18 (according to the email received from Adobe on May 24 this year) directly from the Adobe NZ online store.

2. I checked the key I was using from the location you mentioned and it is the same/correct.

3. How do I check if it is licenced for one install? I want to remove it from my old laptop and move the licence to my new one.

4. Both laptops are Windows 10. When I check the online information for this purchase this is what it says under the key

Version: 16.
Platform: Windows
Registration Date: 5/23/2018

Which is odd as far as the version, because I know I purchased 18 and it says so in the email I received with the key.
(Edited)
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Steve Lehman

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Well Zeb,

If the key is good it should work.  Did you try it twice?  The recent versions of Adobe may not allow a second install but there is nowhere to find out whether it was used before.  The software disc may have a record of being used once on its disc, and may not install again.   AND if you downloaded the software it can place a "ticket" in the software when installed successfully - like Microsoft software does.  Older software can install a second time, we all know.  So use an older version.  Doesn't hurt does it?   They're all the same from 12 onward.   Some of us still use version 10, and 2, 3, 4, 5, 6, 8, 11, 14, 15, 16 Elements, and Photoshop CS-6 and all later versions plus Light Room.  We keep our older software, but I have a big company with lots of workstations, and we like having ALL of the tools Adobe ever made as they come in handy sometimes.      

You might try Adobe sales or support to find out how you can reinstall the same software from a dead computer to a new computer.  But be honest, if both computers work, do you really need two Adobe programs on each?   I have older software on my laptop as a work-around.  Could be, but if it won't inst all, you should use an older version.  They're out there.   And there might be 2016 elements out there.   Later, a 2018 might show up.   Doesn't hurt to search.   

You may need an Adobe employee to help you.  This forum has (some retired) technicians (some of us are self-employed like me) who are strictly volunteer.   We are NOT Adobe employees.  Maybe one might show and help.  Have patience.   

Steve Lehman, mcse   


    
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Steve Lehman

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It's like CC software (subscription) that marks the downloaded software to know its been installed successfully so it won't download a second copy without another subscription or adding another user.  I am only guessing, but this may be the problem you are getting, as Elements 2018 may have that, like the Photoshop CC version.   


  
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Steve Lehman

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Also, you could ask an Adobe salesperson if you can buy another license to install, a second key.  In the old days, an extra license was half the cost of the main version but Elements sells so cheap already it may not have a licensing program.   I only suggest that because I was a software license engineer at Microsoft way back, and yes the company had a certification for such a thing.  I have that.  But then again, Microsoft was selling their software for steeper pricing back then.   


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Zeb Ahmed

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Hi Steve. Thanks for the responses but I have no desire to buy yet another licence when I already have one and in no place did I see that this was a licence for just one computer and I should be able to transfer it without an issue. This isn't a case of me breaking any rules because this is a licence I bought for work, and now cannot use simply because I needed a replacement laptop.

Going to try get in touch with Adobe to see what can be done. Thanks.
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Zeb Ahmed

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HI Steve, just updating. I went to log a support request and found that the fix was actually very simple. A case of signing out from my old laptop and then installing. Thanks again for helping.
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Steve Lehman

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What do you mean "signed out"?   You mean you hadn't rebooted the laptop?   
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Zeb Ahmed

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I had to load up Photoshop Elements on the old laptop, go to Help and then select Sign Out with my account.
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Steve Lehman

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Okay but that makes your old software not in-use, right?   I thought you wanted both copies.  
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Michel BRETECHER, Champion

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What do you mean "signed out"?   You mean you hadn't rebooted the laptop?  
In recent Elements version, the Help menu option to deactivate is no loner "deactivate", it's "sign out...".


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Steve Lehman

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I say again, I was helping this man because he wanted two programs, and to have the "same" software on his laptop, meaning two copies. 

By deactivating, does he lose that software?  If so, he will only install one copy on his laptop and will only have one, not  a pair.  He told me he has install another without a problem in the past.  If he had told me he didn't want the other, I would have known what to do.   I think my leg got pulled.