Elements quits unexpectedly

Last updated on Apr 27, 2021 | Also applies to Elements Organizer, Photoshop Elements, Premiere Elements

It appears that your Elements application has quit unexpectedly. Reach out to the Support team at Grp-ElementsSupport@adobe.com with the steps you performed in the application which led to the crash. The Support team will be glad to assist you.

In case you face the crash again, submit the crash report through the Adobe Crash Reporter dialog box that appears a few moments after the problem occurs.

Why submit crash reports?

Why submit crash reports to Adobe with your email address and description of what you were doing when the problem occurred?

For known issues, we can email you a solution for correcting the problem.
For unknown issues, the more reports we have with detailed descriptions and contact info, the more likely we can track down the problem and provide a solution.
Elements applications are more stable, thanks to the reports submitted by users with email contact information and detailed descriptions of the issue.

What to include in a crash report?

Provide a detailed description.

If you can consistently reproduce the problem with specific steps, submit those steps. Even if you don’t know the exact steps to consistently reproduce the problem, try to provide as much detail as you can about what you were doing when the problem occurred: What operation were you performing when the problem occurred? What type of document were you using? Did you recently use any plug-ins? If the problem is specific to a particular file, feel free to share the file via Dropbox or some other file sharing service and include a link to the file in the problem description.
Include your email address.

Someone from the product team may want to contact you to gather more information or the team may notify you of a fix or a workaround via email.
Provide application usage related data.

This will provide us with the workflow that you were following at the time of crash and will help narrow down the root cause of the issue.

More about Adobe Crash Reporter

In the unfortunate event that an Elements appplication crashes , the Adobe Crash Reporter can collect a log of what the app was doing at the time the crash occurred. It uploads that information into a database, and the engineering team uses that information to analyze crashes and develop solutions.

Note

Do not confuse the Adobe Crash Reporter with either the Apple or Microsoft crash reporters, which do not send any information directly to Adobe.

Adobe Crash Reporter privacy

You have the assurance that Adobe is not monitoring your activity through Adobe Crash Reporter. Elements detects the crash, and we don’t know anything about it until you send the report to Adobe. The report originates on your computer. If you choose to submit a report (and we very much appreciate if you would), only non-personally-identifiable information is sent to Adobe. This includes information such as which part of the software encountered an issue.

Adding more information, such as what you were doing when the error occurred, is very helpful in diagnosing the problem. If you choose to provide your contact info such as your email address, Adobe will use it only if we need to contact you about your crash or notify you of a fix or a workaround. Your personal information will not be used for marketing purposes. You can send the report anonymously if you’d like.

These reports go directly to the engineering teams, and the reports are a tremendous resource for helping us improve the product.

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