Help, please, with Help!

Question

I installed Elements 10 last November. Organiser works fine, Editor 10 sets up but then hangs. I've used Elements since V 1, so trolled the forums before contacting Adobe directly, seeking a solution. What is it elements does immediately after setting up? What does it 'reach' for?
I've went around Adobe perlimiary help five times, 3 or 4 new installs - all straigthforward stuff I had tried  - from experience and though help on the Forums. No solution. My log files were collected by Adobe on 11 July and the problem, 'escalated' to higher help and promises of an email of phone call. I've been back to Perlimiary Help and have been told three times now, to exercise patience and wait for their contact.
I am using a window of time to scan several generations of family photographs, negatives and transparencies and using the scan time to edit. I have three days left on my Photoshop trial left: I downloaded to start editing.
Adobe perliminary help is sealed tight, which I can undestand, but I need help, and I don't want to be a disgruntled Adobe customer. The company grew up along side my growing computer knowledge.
Most important at the moment, to me, is that I can keep editing. Until my Elements Editor 10 problem is resolved, I see three (rational) solutions:
1. Hook me up with an Editor 9 download to keep me going until the problem is resolved. I'm in West Africa and have a slow internet connection, so not my favourite. I did buy and register v 9 (and 1,2,3,4,5,6,7 and 8!), but I don't have access to the discs now.
2. Hook me up to Elements 11 beta, which is near release so should be pretty stable. I figure Adobe should allow me to download Elements 11 if they can't resolve my problem. Is this thinking out of line?
3. Issue me with a serial number to keep Photoshop alive. A temporary solution again, until Elements 10 problem is resolved.
I feel abandoned by Adobe: not even an acknowledgement that my case is alive, which is not a good way to leave a customer of many (or any) years standing.
Thanks for your time.
Ian

Answer 1

Hi again,
I understand that this for general viewing. I hope that it is.
I started by saying that I'd been aound the forums before seeking help from Adobe, and went on to explain that I got trapped in there perliminary help system. I had hoped to convey the idea that I'd been thorough in what I was doing and had been a long time Adobe user.
I made contact with the Adobe help about five weeks ago and through their insistence, resigned myself to going through the 'simple' stuff all over again, which I did, and again and again. Three further installs under slightly different circumstances. Of course, this was with the Adobe Elements Install problem link, as provided by hatstead above.
Once you have been around the block a time or two nd been through there script flowchart, a problem unsolved gets, as they call it 'Escalated'. My earned opinion is that these are the folks that examine the collected logs collected from the machine with the problem.
I kept trying to find a solution within their parameters and failed miserably. On reflection, their perliminary helpers are going to be isolated and constrained by a script and dos and don't - or else there would be all sorts of breakdowns in sensible attempts of trying to fix routine problems.
So, Elements 10 Organiser runs flawlessly and Editor sets up and looks perfect on the screen, but hangs instatantly and makes the whole screen unresponsive, My trial version of Photoshop 5.5 runs perfectly, but I have only two days left.
What I think I need is the sequence of calls that Editor makes after it has set up, because it is the very first action that I perform that locks it up - a mouse click.
To recap on the above: I installed in Nov 2011. Editor 10 has always set up to look correct when opened from the .exe file or by clicking an image in Organiser.
I've been involved with Adobe help for 5 or 6 weeks. Four times they took over my machine to perform elementary checks and changes, all to know effect. Finally my problem was 'Escalated' within their system on 11 July, when again by taking over my machine they collected a series of log file to analyse. I have been primised an email within two or three working days on three occasions now. I still haven't heard.
I have spend my time in the world of education, often teaching various course of computing and have used Photoshop from the very beginning and have ran Elements since version 1, and since I'm not a designer, I graduated to Elements at the exclusion of Photoshop and have used every edition from version 1.
I now have a window of opportunity, timewise, to scan in transparencies, negative film and photographs going back several generations. The secret is to scan and edit at the same time, or else the build up of volume of images to edit is daunting.
I started asking for help - and I need it, but I also asked how to contact Adobe to plead for their assitance, or a solution,of which I suggested three, above.
You can not make contact with anyone through their help system for any reason other than perliminary help. It is locked down: there is no breakout point that I can find. The stock answer is that an email will be forthcoming. They tell me that solutions are always found and genreally within 2 or 3 working days. So, so far 6 weeks in their system and 23 days waiting for a responce from their "Escalated' guys.
I need help!
Thanks again.
Ian