Troubleshoot sync issues | Photoshop.com, Elements Organizer

In Elements 10, 9, 8 and 7, Elements Organizer includes a Backup/Synchronization feature. This feature allows you to automatically upload the images in your Organizer catalog to Photoshop.com. It also lets you automatically download images from your Photoshop.com account into your Organizer.

Read this document to identify and correct issues that prevent you from successfully using this Backup/Synchronization feature.

The Backup/Synchronization feature is not available in Photoshop Elements 11 and Adobe Premiere Elements 11.

Before you can use the Backup/Synchronization feature, or change any of its settings, make sure that you're connected to the Internet. Then, log in to your Photoshop.com account through Photoshop Elements or Adobe Premiere Elements. You can log in via the Welcome Screen, the Elements Organizer, or the Photoshop Elements Editor.

To log in to Photoshop.com using the Welcome Screen, do the following:

To log in to Photoshop.com using Elements Organizer or Photoshop Elements Editor, do the following:

There are a few different things that can prevent you from being able to log in to Photoshop.com from Photoshop Elements.

For help creating a Photoshop.com account, see Photoshop.com Community Questions.

For assistance in resolving this issue, see Adobe account, password, and login FAQ.

This error means that Photoshop Elements is unable to communicate with Photoshop.com using your Internet connection. Generally, this error means that you are not connected to the Internet, or that a firewall is blocking Photoshop Elements.

To verify that you are connected to the Internet, do the following:

If the error persists even after you try to log in, select Tools > Internet Options and click Advanced. Under Security. Then, select at least one of the following options:

• Use SSL 2.0
• Use SSL 3.0
• Use TLS 1.0

Note: Photoshop Elements uses Internet Explorer settings to connect to the server even if Internet Explorer is not the default browser. 

If you are not able reach the Photoshop.com home page, then contact your Internet service provider (ISP) for help restoring your Internet connectivity.

To ensure that a firewall is not blocking Photoshop Elements, either disable your firewall, or add Photoshop Elements to your firewall's exception list. (Some firewalls use terms like "white list" or "allow list" for the same feature.) Examples of firewall software include Windows Firewall, Norton, and McAfee.

For specific instructions on how to add Photoshop Elements as an exception to your firewall, see the documentation for your firewall software, or contact its manufacturer. Add PhotoshopElementsOrganizer.exe and ElementsOrganizerSyncAgent.exe to the exception list. These files are installed to one of the following locations:

• 32-bit editions of Windows: C:\Program Files\Adobe\Elements Organizer 9.0\
• 64-bit editions of Windows: C:\Program Files (x86)\Adobe\Elements Organizer 9.0\

After adding Photoshop Elements to the list of exceptions, restart your computer. Then try to log in to your Photoshop.com account through Photoshop Elements.

To automatically synchronize images between Photoshop Elements and Photoshop.com, enable Backup/Synchronization in the Organizer (versions 10, 9, 8, and 7) preferences. Additionally, only one catalog can be set to synchronize at a time.

To sync images that are in an album, make sure that the album is set to sync:

To sync images that are not in any album, enable that option:

Your images sometimes don't synchronize at the times that you would expect for several reasons. For example, images sometimes don't sync when:

• You haven't changed many of your images on Photoshop.com or in the Elements Organizer
• You have used all of your storage space on Photoshop.com
• A conflict exists that was not automatically resolved

To determine if any such condition exists, open the Backup/Synchronization status. For more information, see "View Backup/Synchronization activity status" in Elements Organizer 10 Help.

In some situations, Photoshop Elements can't complete synchronization without your assistance. For example, when you edit an image both on Photoshop.com and in Photoshop Elements, it's necessary to determine which changes to keep.

For more information, see "Resolve conflicts" in Elements Organizer 10 Help.

If the steps above don't resolve a Photoshop.com synchronization issue, contact Adobe Support and provide them with the sync logs. The log files are located here:

Windows XP

• C:\Documents and Settings\[your user name]\Application Data\Adobe\Photoshop Elements Sync Agent\1.0

Windows 7 or Vista

• C:\Users\[your user name]\AppData\Roaming\Adobe\Photoshop Elements Sync Agent\1.0

Windows XP

• C:\Documents and Settings\[your user name]\Application Data\Adobe\Elements Organizer Sync Agent\1.0\

Windows 7 or Vista

• C:\Users\[your user name]\AppData\Roaming\Adobe\Elements Organizer Sync Agent\1.0\

Mac

• /Users/[your user name]/Library/Application Support/Adobe/Elements Organizer Sync Agent/1.0/