Use this document to resolve problems that occur when you install Adobe Premiere Elements or Photoshop Elements.
- Convert a trial version
- Preinstallation errors or problems
- Installer for downloadable version does not start
- Installer does not accept your serial number
- Installer errors or problems
- Installer freezes, closes, or returns an error
- Error 1311: Source file not found
- An error during setup causes the installer to roll back (Windows-only)
- Launch issues or problems
- Error: "A reduced set of content ... has been installed"
- Errors related to activation
- Deactivate option is dimmed (PSE 11 and Below only)
Convert a trial version
If you purchased the product after downloading a trial version, then do one of the following:
- When you install the trial version, enter the serial number that you received with your DVD or with your Adobe Store online purchase and sign in with your Adobe ID. Your installation converts to a full version.
- Launch Photoshop or Adobe Premiere Elements. On the trial screen, click License this Software, and then enter the serial number you purchased.
Preinstallation errors or problems
Use these instructions if you downloaded the product from the Adobe Online Store and you cannot start the installer.
- If you used Internet Explorer 7 on Windows Vista to download the installer files, see Unable to find or start the installer after you download a product from the Adobe Store (Windows Vista).
- If you receive the error "A problem occurred while extracting the archive" when you try to start the installer, then see Start the installer after downloading.
- If you receive the error "Windows cannot open this file" when you try to start the installer, then see Start the installer after downloading.
- If you receive the error "The file archive part of Adobe <Premiere/Photoshop> Elements <version number> is missing" when you try to start the installer, then see Start the installer after downloading.
If you receive the error "Invalid serial number" or "The serial number you have entered is not valid," see Cannot install software, or serial number doesn't work.
For further assistance with serial number issues, contact Adobe Customer Service. To contact Adobe Customer Service in your region, go to www.adobe.com. Select your region from the menu at the top of the page, and then click Contact Us.
Installer errors or problems
Use these instructions if the installer freezes or closes unexpectedly, or if it returns an error during or after an installation attempt.
Do the tasks in order. You can combine Tasks 2, 3, and 4 to save time.
Log on as an administrator to perform these tasks.
Important: If you are running Windows Vista and later, some of these procedures initiate a User Account Control dialog box. Read the details in the dialog to determine if you want to continue. If you choose to cancel the dialog box, then you can't continue with that troubleshooting step.
1. Make sure that the system meets the minimum requirements for the product you are installing.
2. Install Photoshop Elements or Adobe Premiere Elements from a new user account.
Occasionally, the permissions or settings of a user account can prevent the installer from accessing or creating the necessary files and folders. Create an account with administrative permissions, log in to it, and then rerun the installer. If you need additional assistance, contact your system administrator.
- To create a local administrator account on Windows XP, see How to create and configure user accounts in Windows XP on the Microsoft support website.
- To create a local administrator account on Windows Vista, see Create a user account in Windows Vista on the Microsoft support website.
- To create a local administrator account on Windows 8 and 7, see Create a user account in Windows 8 and 7 on the Microsoft support website.
3. Install from an internal hard drive instead of from DVD.
Note: Skip this task if you purchased downloadable software.
The installer can fail if the installation DVD-ROM is dirty, damaged, or defective, or if your computer's DVD drive is malfunctioning.
First, examine your installation DVD-ROM for dirt, dust, or fingerprints. Clean it with a disc-cleaning kit or gently wipe the disc from the center outward with a soft lint-free cloth.
Drag the selected items onto the folder that you created in step 2. Wait for the copying process to finish. (If an error message appears during the copying process, then contact Adobe Customer Service for a replacement installation DVD-ROM. To contact Adobe Customer Service in your region, go to www.adobe.com. Select your region from the menu at the top of the page, and then click Contact Us.)
Open the folder containing the installation files (see step 7), and double-click Setup.exe to start the installer.
Note: Windows has the option of hiding known filename extensions. If it is enabled, Setup.exe appears as just "Setup."
There is also a file named Setup.ini that also appears as just "Setup" if this option is enabled, which you do not want to double-click.
If the installer finishes without errors, delete the folder created in Step 2.
4. Perform a Clean Boot before you install Photoshop Elements or Adobe Premiere Elements
Some applications or services (specialized programs that perform functions to support other applications) cause system errors or freezes when running concurrently with Adobe applications. Before installing Photoshop Elements or Adobe Premiere Elements, disable other applications, including startup items (items that start automatically with Windows) and services using a clean boot.
- Windows XP: See How to configure Windows XP to start in a ‘clean boot’ state on the Microsoft support website.
- Windows Vista/Windows 7/Windows 8: See How to troubleshoot a problem by performing a ‘clean boot’ in Windows Vista or Windows 7/8 on the Microsoft support website.
When you have restarted your computer into a Clean Boot, run the Photoshop Elements or the Adobe Premiere Elements installer.
Important: Ensure that all Adobe applications are closed until the installation completes.
When the installer has finished, restart the computer in a normal startup configuration.
5. Delete temporary files.
The Windows operating system and various applications store working data in temporary (.tmp) files that they create on the hard drive. Excessive temporary files can interfere with the Photoshop Elements or Adobe Premiere Elements installer.
Delete temporary files before you start the installer. For instructions, see one of these TechNotes:
- Delete temporary files using the Disk Cleanup utility (Windows XP)
- Delete temporary files using the Disk Cleanup utility (Windows 7 and Vista)
6. Repair and defragment hard disks.
The installer can fail if a hard disk contains damaged sectors or fragmented files.
Repair and defragment hard disks before you start the installer. For instructions, see one of these TechNotes:
- Repair and defragment hard disks (Windows XP)
- Repair and defragment hard disks (Windows 7 and Vista)
7. Scan for viruses.
Use current antivirus software (for example, Symantec Norton AntiVirus or McAfee Virus Scan) to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for your antivirus software.
While installing Photoshop Elements or Adobe Premiere Elements, you receive the following error message:
"Error 1311. Source file not found: <PATH TO INSTALL FILE>. Verify that the file exists and that you can access it."
This error can occur if you install from within a folder path that contains double-byte characters, like Japanese or Chinese characters. This error can also occur if you install from a folder path with characters with a high ASCII value, like Greek letters.
To resolve this issue, move the installation files to a path that does not contain any such characters, such as C:\PSE<versionnumber>Installer\, and then restart the installation.
When either one of Photoshop Elements or Adobe Premiere Elements is installed, and you try to install the complement, an error occurs and installation fails. Setup proceeds up to a point, and then an error occurs, and the installer rolls back. For example, if you have Photoshop Elements installed, then Adobe Premiere Elements doesn't install, or the other way around.
Follow this procedure to resolve this issue:
Launch issues or problems
Use these instructions if you downloaded Adobe Premiere Elements from the Adobe Online Store and you receive the following error message when you start the program:
- "A reduced set of content (InstantMovie Themes, Title, and Menu Templates, and so on) has been installed. To install the full content set, please insert your program DVD and run Install Content.exe."
To install the additional content, see the instructions in The message "A reduced set of content (Instant Movie Themes, Title, and menu Templates, and so on) has been installed" is displayed in Adobe Premiere Elements on Windows.
Errors related to activation
Use these instructions if you are unable to activate your copy of Adobe Premiere Elements or Photoshop Elements.
You can receive one of the following errors:
- "Too Many Activations. The maximum number of activations allowed for this copy of [product] has been reached."
- "Excuse the interruption, but... Adobe's records indicate that this serial number has already been used to set up and activate Adobe Premiere Elements <version number> on two other machines, which is the maximum allowed."
Adobe licensing supports installation on two machines. The Adobe product license agreement allows the primary user to install the product on a primary computer. The primary user can also install the software on a home or laptop computer for personal use, if the two copies are not used simultaneously.
Do one of the following:
- Deactivate. Deactivate your copy of the product that has been previously installed on another computer and reactivate it on this computer. To deactivate, launch the product on the other computer while you are online and choose
- Help > Deactivate (PSE 11 and lower) or Help > SignOut (PSE 12). so it can be activated on this one.
- Buy another license. Click Buy Online to go to the Adobe store, or click the Enter Serial Number button if you have a new serial number to enter.
If neither of these solutions meets your requirements, contact Adobe Customer Service.
If the option Help > Deactivate (PSE 11 and earlier), then it can be because of the following reasons:
- It's a volume license serial number, which doesn't have a specific activation count--the Deactivate option is not applicable.
- The activation failed (silently) and the product is running without being activated--therefore deactivating is not possible.
- If none of these situations apply and Deactivate is still dimmed, contact Adobe Customer Service.
To contact Adobe Customer Service in your region, go to www.adobe.com. Select your region from the menu at the top of the page, and then click Contact Us.